JUSTPOLES- Curtain poles and Curtain Tracks Recensioni 432

Risposta di JUSTPOLES- Curtain poles and Curtain Tracks

6 dic 2017

Hello Mrs Church
Thank you for the review, and thanks you from all of the team on the positive comments.
We agree totally about the poor reviews, out of the almost 70,000 customer we have had in the 13 years of trading on the internet, we find the poor reviews seem to be easier to find. In honesty, if we could publish some of the demands we have had, before being told that if they are not met a bad review would be left. This is plain and simple black mail, but cannot publish such items.
We are happy that you are pleased with your order and service, and if you need anything else, please feel free to contact us.
Thanks Again
Just poles Customer service team.

Risposta di JUSTPOLES- Curtain poles and Curtain Tracks

28 giu 2017

Now we have the order number for the purchase, we can now look into the review.
On the day of purchase you were instructed that the poles you were wanting were from a manufacturer that was in receivership, and stock was almost gone, but we could get the goods sent direct from them to you. The order was dispatched and delivered, and as you reported that the colours of the brass were not identical, we assumed a mixture of Polished Brass and Satin Brass had been delivered. We requested that the full order was dispatched again, this would allow you to try and make good the order from the excess of parts.
Unfortunately the 2 deliveries were not successful, and the order was cancelled, and you were refunded in full.
At every point you have asked for compensation for costs incurred, unfortunately this review seems to be like others, as we have refused to give a cash amount, a bad review has been left. This is not how we do business, and we do not condone anyone resorting to accepting this as a means to secure a good review.
At no point were any of our sales staff rude, we find this quite detracting to the service you received, as on many occasions we have gone out of our way to try and help and assist in the order.

At all times we have tried to fulfil the order,we have acted promptly, but we cannot simply give cash refunds above the amount you have paid.
We do appreciate that your not a satisfied customer, but even a negative review should add the points that we have tried to help, and due to a manufacture now ceasing to exist, we could not complete the order.
Regards
Just Pole Customer Services.

Risposta di JUSTPOLES- Curtain poles and Curtain Tracks

27 giu 2017

Hello SophieR
Thank you for the review, as it does seems Trustpilot seems to be where people come to gripe. Some of the 1 star reviews, if we were able to give the full details, it would transpire that unless we gave them compensation for a small reason, a bad review will be left. Unfortunately we do not accept blackmail, hence the bad reviews.

Again thank you for taking the time for the review, and informing potential customers, along with the 70,000 previous customers, that our service is good, and products are as expected.

Kind Regards
Just Poles Customer services.

Risposta di JUSTPOLES- Curtain poles and Curtain Tracks

17 nov 2016

Unfortunately Marios, Trust pilot allow you to leave such a negative review, even though the only part that is true, the parcel was left next door.
You tried to recover the cost of the goods from PayPal before they were collected from your neighbour, Paypal did their investigations and found all of your comments unfounded, hence you now try to leave a poor review.
We contacted you numerous times, and most out of normal working hours

Anyone reading this review must read on............

Tuesday- 1-11-16 : Order 58352 was placed by the customer

Wednesday- 2-11-16 the order was placed into the warehouse for picking and packing, due to a slight delay in some stock the order was not packed that day.

Friday 4-11-16 the order was packed, ready for dispatch, but due to our courier leaving early the parcel was held in our warehouse until Monday.

Monday 7-11-16- The parcel was dispatched at 16:24hrs, and a pre notification text was sent to the customers mobile number (***********), this informs the customer the parcel has left and will be delivered the next day.

Monday 7-11-16 @ 22:01hrs- We received an email from the customer, this stated we had bad customer service and we needed to deliver in the next 2 days or give a refund.

Tuesday 8-11-16 @ 09:10 hrs- This is 10 minutes from our sales staff starting work, an email was sent to the customer to inform them the parcel had left and was out for deliver that day, and that the delivery was 5 working day from order. Also around the same time Interlink sent a text to give the customer a 1hr time slot for the delivery to take place.

Tuesday 8-11-16 @19:25hrs- Customer emailed in to say that they had a message from Interlink to say the parcel had been delivered, but they did not have it, we were told to Refund or complete ASAP.

Tuesday 8-11-16@ 22:14 Hrs- We emailed customer the Proof of delivery from Interlink, with a photo of the delivery location.

Tuesday 8-11-16@ 22:22 Hrs- Customer replied to inform us that the delivery location was not their house, and they had not given permission for the delivery to be left over the fence.

Tuesday 8-11-16@ 22:45 Hrs- After checking on Interlink system, we verified that the parcel had been delivered to the next door neighbour, and it looks like an input error caused the delivery to be delivered there. The name on the parcel was correct; it was just delivered next door.
Tuesday 8-11-16@ 23:15 Hrs- The customer instructed us to have the delivery company collect the parcel and re-deliver next door. They informed us that our customer service was ‘Appalling’, and that they had already started a claim with PayPal.
Wednesday-9-11-16 @ 12:44pm - The customer emailed to say that they had collected the parcel from the neighbour, and said that the parcel had been thrown over an 8ft fence. We have checked the address on Google Earth, and found that the fence is only 4-5ft tall, and the parcel would have been able to fit between the gaps, images of proof were sent.

The customer again told us that our customer service was poor and that we had not responded to the emails.
Wednesday-9-11-16 @ 13:43pm- We replied to the email, and informed the customer that we were looking into the order, and that we had answered all emails very quickly, and the majority were answered by Staff that had stopped back to clear some of the email communication to ensure fast replies the next day. We also informed the customer if there seems to be damage to the pole, please inform us and send a photo of the damage to help us clear this up quickly.

Wednesday-9-11-16 @ 14:28pm- Customer made simple reply ‘you still haven't explained your poor customer service and why your delivery ( thrown over the fence) of the wrong address .’

Wednesday-9-11-16 @ 14:55pm- We replied with apologies, and again informed the customer that if there is a damage to let us know and we will be investigating the delivery.

Thursday-10-11-16 @ 23:29pm- The customer emailed in to say that the pole set was damaged, and at the end of the pole there seems to be a small hairline scratch around 2-3mm long. As the finials fit on the pole, the first 30-35mm of the pole are covered, therefore this is part of the pole that is unseen and as the pole has a brushed ( scratched look) it is insignificant, please see photo of the complete pole set below.

At all times we have tried to be helpful and give clear advice and instructions, and repeatedly we have been accused of ‘Bad Customer Service’, which is much unfounded, as can be seen by the event trail, which can be proved by email trails.
On this occasion, we think the customer has set out for a refund, as form the first email, this has been mentioned, and repeatedly comes up, after receiving the Goods.


Your complaint of Bad Customer service was found to be very untrue; this may be the case of a customer that will never be happy.
Regards
Just Poles Customer service team.

Risposta di JUSTPOLES- Curtain poles and Curtain Tracks

27 lug 2016

Hello Mrs Chopra
On the day of ordering your poles, we did inform you that the poles were made to order, and that there would be a lead time for the order around 10-14 working days. Your payment cleared on close of business 6-6-16, therefore the 10 -14 working day period meant that delivery would be between Monday 20-6-16 and Friday 24-6-16, and the goods were delivered 22-6-16, which is 12 working days. Unfortunately once ordered, the lead time can very rarely be reduced, and no matter how many phone calls or emails the time taken to produce the order is the same. I may be worth pointing out that from the order it took 3 working days for the payment to be received from yourself, hence the delay in your mind.
On Monday 6-6-16 your order was updated to inform you that payment had been taken, but it seems that logging in to check the status of the order was not an option for you.

We have also checked the logs and the longest you have waited for a reply to any of your emails is 81minutes, most emails were answered within 10 minutes.

With regards to the delivery, we ask that all goods are checked and reported to us within 48hrs, this is standard procedure, as damages need to be claimed in the timescale.
You did say that your fitter was on holiday, but you did not state is would be 1 month before checking the goods, this is not a reasonable amount of time, and the goods could have easily been checked in the first 48hrs and left in the box till the fitter arrived.
We have offered 3 resolutions to the problem, which you did not see as helpful and refused.


It may be also worth mentioning that before the delivery we helped you on numerous occasions and took time to make sure you got the correct product, and even gave you a discount on the order due to the value, at this point you never complained about poor customer service.
It appears that as we have adhered to our terms and conditions, and not done as you wanted a 1 star review has been given.

Regards
Customer service team

Risposta di JUSTPOLES- Curtain poles and Curtain Tracks

2 apr 2016

The order was placed on Saturday 19th and processed in our warehouse on Monday 21st March, 3 parcels were dispatched and the delivery was made on Tuesday 22nd to the customers address. The customer did try to call us on Good Friday to report the missing goods, and after leaving poor reviews and emails decided to wait for our communication. Our sales office re-opened on Tuesday 29th, and we contacted the customer to help rectify the problem, this was at 09:15 hrs, 15 minutes into our return. On our initial contact we asked the customer if he checked the order on receipt, to which he screamed he checked it and double checked it on delivery, only to find 3 days later parts were missing, on our investigation it turned out that only 2 of the 3 parcels had been delivered.
As the original parcel was delivered the next day, had we been notified we would have had the goods delivered before the bank holiday, unfortunately when the customer tried to report it, we, like a lot of businesses were closed for 4 days.
We did ask our courier to search for the parcel, which is lost, we then dispatched a new set and the customer had them within 48hrs.
We do appreciate reviews, but to have hostile comments such as these does neither the retailer or the customer any good, as this is a very false review, to summarize
1- Initial order was delivered next working day
2- After report of missing parts they were delivered with 2 days
3- this makes a total of 3 working days to make 2 deliveries.
4 We do state all orders should be checked on delivery, and report any shortfall to our sales team, no fitting teams should be booked until all of the goods are delivered.

We thank anyone for a review, but sometimes the Great British consumer only reviews to complain.

Regards
Customer service team

Risposta di JUSTPOLES- Curtain poles and Curtain Tracks

13 giu 2014

Hello Victoria, as we are aware of your true identity, the only person we can see that may be you, has order 5 sample. Unfortunatly we offer the FREE service to help customer make a finial choice, and as your colours were all areas of the spectrum, red,brown,green. We do find that lots of Interior Designers, who think this is a service they can use free of charge, do abuse and spoil it for everyone else, that is the reason we limit the sample service. We do appreciate your REQUEST, this is not a paid for ORDER, and we do have an email asking you to reduce the choices, but you chose to reply to us asking for alll the samples.

Hello Again Victoria
We are not treating you based on anything other than the same limit was exceeded, as previously mentioned, this service has been abused and hence we needed to place a limit on the sampling service. As mentioned previously, Interior designers were asking for multiple samples, instead of investing with manufactures in the correct manner, hence the service became far too expensive, as this is a totally FREE service, hence we cannot call it an ORDER, it is simply a SAMPLE REQUEST. We do appreciate that you have said that samples will be returned, but again this was abused, and less than 10% of samples are returned.
By the comments you have made we would assume that we have the correct person, as this review is totally anonymous, we can only assume who you are, and obviously sample are not required any longer.
Regards
Customer Services.