I ordered 2 items
I ordered 2 items, only 2turned up on the day of the delivery and though I rang 2 times no one could tell me when I would receive the missing item and twice they said they ring me back and failed to do so
And when the item finally arrived it was damaged
Odpowiedź od Sterlingbuild
Dear Mr Crocker, we regret to read that your experience wasn't positive. We take all feedback very seriously, and after investigating we have come to the following conclusions:
Having ordered one window and one flashing, you received the flashing kit on 27.05 and spoke to our Customer Service team at 1523. They assured you that they would contact you back as soon as the courier service, DX, located the missing window. I can see this was escalated for searches on 27/05 at 1538, and then again at 08:23 on 28/05. You then called again on 28.05 at 11:54 and asked for an update again. The team responded that they would update you as soon as the search for the missing item yielded any result from the courier, and re-escalated for the third time at 12:10 on 28.05. Their back and forth with the courier continued until 29.05 at 10:11, when your item was located and sent out for same-day delivery, which I am given to understand happened on 29.05. You were updated via email by the Customer Service team on 29.05 at 10:19, 8 minutes after receiving the update as per your request.
I can also see the damages that occurred were fixable by yourself, and the team refunded your delivery charges as a Good will gesture.
I appreciate the frustration these delays can cause, but in this case the team went beyond their remit to advocate for you and maintained their promises, as they had assured you you'd be updated as soon as the courier gave us confirmation, as per both conversations.
We are sorry these inconveniences warranted a negative review, and hope to serve you again in the future.