The Cleaning Collective Recensioni 59

Risposta di The Cleaning Collective

3 mag 2023

Hi Philip,

We're extremely sorry to hear that your toilet rolls arrived squashed as we always endeavor to get orders out to customers in a condition that can only be described as perfect. Unfortunately, in some instances the products shipped with third-party couriers can have a "rough" journey and don't quite make it intact.

We do have a "get in touch" page on our website that provides you the option to speak to a member of our team to rectify any issues, and we encourage all customers to get in touch as soon as they have a query. One of our friendly customer service team members are always on hand to help! Unfortunately, on this occasion this review is the first time we were notified of an issue.

Your order was for two cases of 40 toilet rolls, and both of these have been refunded in full. We have also followed up with an email to yourself confirming this.

Following your feedback, we are now exploring how toilet rolls can be packaged differently in future, in order to further prevent any risk of damage in transit.

Again, we apologise for the inconvenience caused and wish you well.

Risposta di The Cleaning Collective

13 gen 2023

Edward, I am extremely disappointed to read your message, as we strive for excellence in our service and delivery. I have undertaken a full review of your order and our order process and would like to comment as follows:

We have set up our website to allow our customers to place orders, even if, on the odd occasion, we don’t have the stock in our warehouse. I can see that the items that you added to your order were accepted as ‘back orders’ on this basis. This was introduced following feedback from a number of customers that wished to purchase in volumes that exceed our stock holding, but previously were unable to do so.

Our website identifies that you are placing a "back order" three times during the purchasing process:

1. On the product page, under the title, there is a header called "stock level". When we are out of stock, this reads "Currently out of stock but available for back order."
2. When adding the product to the basket, a pop-up is triggered that reads "No [product name] are currently available. These will be placed on order. Please note, your order will not be despatched until all items are stocked in our warehouse."
3. Within the basket that you are reviewing before pressing the checkout button, it reads "0 available to purchase. The remainder will be placed on back order."

If the option of express delivery is selected at checkout, once all stock for your order is received into our warehouse your order is prioritised above other orders and despatched on an estimated next day service. This is in line with the conditions set out on our delivery information page. As detailed on this page, please note that "this is an estimated next working day delivery and in some circumstances delivery may take slightly longer".


Although we have done our utmost to notify customers of the conditions that may follow the placement of a back order, at The Cleaning Collective we always welcome feedback on how we can further improve the customer journey to create a positive experience for everyone that visits our website. We appreciate your time in providing us feedback regarding your issue and moving forward we are going to be implementing the following changes to our site:

• Change the colour of the text mentioned in point 2 above from yellow/orange to red, to increase visibility of the notification.
• Remove the text from the order confirmation where it states "Your order is currently being picked and packed ready for dispatch" as this is a generic email for all orders and to improve clarity of the messaging within the email.

We apologise for the inconvenience that this has caused you and wish you well.

Risposta di The Cleaning Collective

21 dic 2022

Hi Catherine,
We really appreciate for the updating of your review to signal that you are now happy with your order. We do always look for any potential problems with orders that we have sent out for delivery, and if any issues are found we try to nip them in the bud as quickly as possible.
Thank you for choosing The Cleaning Collective for your cleaning and hygiene needs and we hope to see you again soon.

Kindest,

The Cleaning Collective

Risposta di The Cleaning Collective

Aggiornata il 18 mar 2022

Hi Monica, we're extremely sorry to hear that you found some challenges with the delivery of your items. We can see on our tracking that the order was delivered on the 2nd working day and that the replacement items were delivered on the 4th working day (standard delivery was selected at checkpoint, which is estimated at 2 - 5 working days).
Unfortunately, the tracking on the first delivery shows that the consignment was delivered in full so we were unaware of the item being scheduled for return. The last thing we want to see is items not arriving in perfect condition, so we regularly review the couriers used for delivery and packaging measures used for each item and we will take your feedback on board as on this occasion the item didn't make it intact.
We have also sent you an email requesting further details of your experience to see how we can improve our customer service.
Once again, we're extremely sorry to hear that our service didn't meet your expectations and thank you for your feedback that will be used to help improve the customer journey.