I paid extra for before 10am delivery. It didn’t arrive before 10am, or 12pm or 4pm or 10pm. More than 24 hours later, it still hasn’t arrived.
I was told I’d receive a refund for the missed expedited service. I’m still waiting for a confirmation email. No confirmation. No evidence it’s been processed.
Instead of taking responsibility, I was immediately told it might be due to a “Highlands postcode issue.” I live on the mainland. My postcode is not in the Highlands. That excuse was given before anyone had properly investigated what actually happened. It is embarrassing their first reaction was to deflect and try to find a way to blame the customer!
What’s worse is the contradiction: you charge customers extra for expedited, time-specific delivery, but when it fails, you wash off your hands, act as though you’re not responsible. So you charge expedite just in case it works? Then hope people won’t bother chasing up their refund or even worse they might not ask for it.
If you are selling and profiting from a premium delivery service, you are responsible for ensuring it works or for resolving it properly when it doesn’t. Passing the blame while keeping the money is not acceptable.
No proactive updates. No clear explanation. No accountability. I had to chase for answers while the deadline for something important passed. As a matter of fact I still never got a clear explanation nor do I want one.
Because of this failure, the item is now completely useless to me.
If you cannot reliably provide a paid-for premium service, you should not be offering it — or charging customers for it in the first place.
I will not use this company again and would definitely not recommend them.
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