Harnessstuff Opiniones 

Respuesta de Harnessstuff

1 may 2023

Thank you for taking the time to give us feedback on our service, obviously we are very disappointed to read your comments.
We note that you sent us several emails on Saturday about your order but unfortunately we are just a small business and sadly
not able to monitor our communications 24/7 365.
It is unfortunate that you have confused an automated email which coincidentally triggered on Saturday with one from our actual customer services. This automated email just reassures customers that their order is in process and no time scales are given in the body of that email but it does give a link to the delivery terms which admittedly does give a worse case scenario of 28 days but it also gives a timescale of 48hrs or 7-10days if something has to be ordered.
Unfortunately you chose to hone in on the worse case scenario and reacted immediately on that premise without giving us any opportunity to reply to your query in person.
So you were not actually told by customer services that your order would take 28days that is inaccurate, you merely clicked on a link which took you to our delivery terms and then you picked the worst case scenario to react to. The same delivery terms were also emailed to you when you placed your order initially.
We replied to your first email this morning despite it being a bank holiday and gave you the correct estimate which was that your order
would despatch in the next couple of days. We didn't realise at that time that there were in fact several more emails from you in escalating
intensity right up until 11.30pm on Saturday night and a resulting incredibly harsh review because we hadn't responded immediately.
We like to learn something from all feedback good and bad so we will look at our automated email to try to ensure that no customer is ever confused in this way again though it is the first time this has happened. Unfortunately we are not in a position yet to have 24hr coverage of our communications 7 days a week but we are confident that the vast majority of people don't expect this from a small business.
We are very grateful for all our customers who understand that we can't be working 24/7 365 and do allow us a reasonable time to respond to their queries.