1 reviews | Active since Dec 2017
Delivery took twice as long as promised
I made an order for some goods that I needed to make products that needed to be done in 8 days (6 working days) after the order, to be delivered the next day. The website promised delivery in 2-3 working days, 4 at the most. More than enough time for me to produce on time. After 4 working days I enquired and they said that I will have it by day 6. Thats cutting it a bit close for me to finish up, but I let it slide. On the friday, day 6 (the day before my product needed to be done) I got a call saying that the delivery can only be done on saturday or monday ( 8 working days after the order, 11 days). So I had to buy the goods I needed at double the price and now I have extra goods that I don't need anymore.
The customer is correct in saying we took longer then promised. We experienced a problem that affected his order. That is not our service standard or the level we expect our customers to accept, we apologised profusely.
We have since offered the customer some options to best resolve the after purchase frustration experienced, whereby we offered a no quibble full refund and return of his purchase ; or a 25% cash back on the original price paid and he gets to keep the goods. The customer opted for a 25% refund which we have since honoured. The customer was initially frustrated and disappointed, and rightfully so.
We valued the opportunity to put it right and hope to to more business with him in future. Team Livecopper.
The customer is correct in saying we took longer then promised. We experienced a problem that affected his order. That is not our service standard or the level we expect our customers to accept, we apologised profusely.
We have since offered the customer some options to best resolve the after purchase frustration experienced, whereby we offered a no quibble full refund and return of his purchase ; or a 25% cash back on the original price paid and he gets to keep the goods. The customer opted for a 25% refund which we have since honoured. The customer was initially frustrated and disappointed, and rightfully so.
We valued the opportunity to put it right and hope to to more business with him in future. Team Livecopper.