Metrol Springs Ltd Recensioni 

Risposta di Metrol Springs Ltd

18 apr 2023

Hi Rob, thank you for your feedback, we do apologise for the dimension discrepancy on the website. We do ask for customers to provide photographs of any issues they may be experiencing with our products in an attempt to rule out any quick fixes. In your case, a photograph would have made it fairly obvious to us that the hinges you had received were not the correct ones and we would have arranged replacements immediately. We do not ask customers to make special trips to our branch location in Northampton and in fact we don't have any service that would necessitate a trip to see us in person. The extended lead time you experienced in receiving replacements is down to availability of product from the manufacturer, we don't have any control over this unfortunately. We're not sure why you were promised 50% refund on an incorrect product you should have been refunded in full and we are looking into why this occurred now. I understand we have now shipped replacements to you on Accuride's premium "QuickShip" delivery programme but please do get in touch if you would like to discuss this further. Rest assured the issue has not been closed off our end and we are investigating the steps that led up to this.

Risposta di Metrol Springs Ltd

14 mar 2023

Hi Thomas, thank you for taking the time to leave a review. Unfortunately the product you bought online was not configured correctly resulting in you unknowingly buying a different product to what you thought you were. This also meant the sales team were seeing the same thing you were and this is the reason they were so sure there was a miscommunication somewhere along the way. The sales manager has greater access and is able to delve down deeper into a problem in our system, it was then that he discovered the problem was with our website. Apologies for this, the problem has now been fixed, sadly sometimes it takes real world testing for a problem to be found. Once the underlying problem had been found however, our sales manager upgraded your hinge free of charge to a stainless steel hinge with much better specifications. In situations where a product is replaced for any reason, where possible we always ask for the original product to be sent back to us. I believe this has added significantly to the delay you mention in your review and we will be looking into this to see how we can manage future scenarios in a more beneficial way for the customer.

Risposta di Metrol Springs Ltd

9 mar 2023

Hi there, thanks for leaving a review, our office manager has been in touch and provided a resolution for you. Once we are made aware of a courier failure we will act and this case we resent the same order using a different courier for a next day morning delivery (enhanced delivery service at our expense). We're more than happy to organise the return of an undelivered order and send out a new order at the same time, please just let us know in future :)

Risposta di Metrol Springs Ltd

23 feb 2023

Hi there, thank you very much for taking the time to leave a review and we are sorry that you have have had some bad experiences with our courier. Unfortunately we don't have a lot of control over goods when they leave our factory with the courier. We regularly carry out performance checks on couriers we are using to make sure we are getting the best service for our customers. We always try to send out orders with more than enough packaging to ensure they are safe in transit, however if you believe we have fallen short in this case please don't hesitate to get in touch to discuss further.

Risposta di Metrol Springs Ltd

Aggiornata il 20 feb 2023

Hello and thank you for leaving a review, good or bad reviews are vital to us and help us to improve the way we do things. On this occasion it appears to be a poor courier performance. We have launched an investigation with the courier (DX) however this delay will be due to an overload of parcels following the Royal Mail strike. As you can see from the tracking number the goods were dispatched on time but then rerouted by the courier, we have issued you a refund for the delivery as it did not end up being the service you paid for. I believe we have shipped out a replacement hinge for yourself too but if there is anything else we can do for you, please don't hesitate to get in touch.

Risposta di Metrol Springs Ltd

31 gen 2023

HI there, thank you for placing your order with us and apologies for the length of time it took to get through to us. Some items on our website have a minimum order value such as AVMs and Wire Springs, this is £15 ex VAT and shipping. We do aim to advise the customer of this every step of the way once they are looking at these products on our website, however if we have missed a page for example please let us know. We did try to call you back twice within the hour however you had placed your order by then and unfortunately we couldn't get through to yourself. Again apologies for the inconvenience.

Risposta di Metrol Springs Ltd

7 feb 2023

Hi there, thank you for taking the time to leave a review. Unfortunately I see we have fallen short on this occasion and for that I can only apologise. Internally the message to call you was passed onto the relevant department but it wasn't followed up immediately. We would love the opportunity to change your mind and to prove that we are better than this as reflected in our 5* reviews, so please get in touch if you would like to give us another chance.