Respuesta de Tough Decking Composite Decking

Actualizada el 23 jul 2021

Hi Margeretta,

Thank you for your recent purchase and sincere apologies for this delay. This is not a scenario we encounter often, but the forwarding depot, local to us, had mistakenly routed your order causing this delay.

We rely heavily on the couriers keeping us informed of any delays or problems and contacted straight away when we were made aware of this issue. Unfortunately, in order to get your decking delivered quicker to you a 3rd party courier was used, which has regrettably gone wrong as mentioned already. I understand that you feel we have let you down at this present time.

I can also appreciate this has caused an inconvenience not only to you, but to your workmen that were receiving this order. That is why we have tried everything in our power to get this resolved as quickly as we could for you.

As the following day was not convenient for you in terms of delivery, we had no option but to schedule this order for delivery the following working day (Monday 26/7/21) and upgraded to an AM delivery as discussed. I think there seems to be a bit of confusion with delivery charges. Because the courier has failed to deliver on time to you, we would never ask for another delivery charge from you. This would still be the case, even if a further attempt was made and you were not at the property as an example. We are a fair and reputable company and would never look to profitise from a problem, with our delivery costs set at what is charged to us only.

I am confident, once you have received your decking, your feelings towards Tough Decking will change. The quality of our composite decking is what sets us apart from our competitors. We are always here to help and will be more than happy to advise your installers all the way through this project.

Please feel free to contact myself any time and once again, please accept my sincere apologies for this inconvenience.

Kind Regards

Graham Milne
Tough Decking

Respuesta de Tough Decking Composite Decking

16 jul 2021

Good Afternoon Darren,

Thank you for your order and sincere apologies for the issues you have had with your order. We embrace any feedback, positive or negative and will always do our upmost to resolve any issues or concerns our customers may have. As a company we pride ourselves, more than anything, on our customer service and our support, especially when things go wrong.

Unfortunately, what your review fails to acknowledge, is that initially the wrong address was provided by yourself, upon checkout on our online portal. This meant this was delivered to your neighbour at 204, not your address at 240. Your order was delivered unsigned for, which is how most couriers are delivering in these times we are still in, due to Covid 19 and maintaining distance.

Luckily we were contacted by your neighbour Daniel the following morning. We then immediately contacted yourself, to inform you of what had happened. We prioritised your issue that morning, acting as a go between with you and your neighbour, to ensure your parcel was received safely.

I can only sincerely apologise for how the goods were received. We invest lots of our time packaging smaller orders that go with the standard courier. Unfortunately, the simple fact is that due to the size and weight of the package, if it is dropped or mishandled in transit, the products are at risk of being damaged, which regrettably was the case with your delivery.

We appreciate that deliveries can go wrong, with a strong emphasis on the couriers taking care when delivering to our customers. If they don't on the very rare occasion, as we have done in your case, we will replace any items that are damaged as soon as we possibly can, no questions asked.

Looking at tracking, your replacement boards and nosing were delivered and signed for the following day. We are sorry if you feel this reflects a 2 star service, but appreciate that the courier has let us down on this occasion.

Happy to help with any questions or queries you may have.

Kind Regards

Graham Milne
Tough Decking