Hi all, I am extremly fuming right now, I would adivse that none of you ever use Ultra LEDs.
See below, I strongly think I am going to have to contact my bank for a refund if I do not get a suttible response from the below email I just sent, absolutly terrible customer service, I will NEVER use them again. *rant over* you have been warned. i'll keep you all updated, IF I get a reply.
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Good morning,
I would like to make an official complaint about the below order.
I called your returns department this morning and I think I spoke with Rob? At approx 10:03am today, 24/02/2015.
I explained to him that I am still waiting for my below order and that I was calling because I had not had a reply to my below email.
Rob explained to me that it appears to have been lost in the post as it was dispatched on the 16th he then advised that I had to now wait over 3 weeks from today’s date then I had to contact royal mail in order to get my refund.
I explained to you colleague that I felt this was extremely incorrect and that if a refund for lost products was required from royal mail then I felt that your company would need to apply for this and not me. I made this order with your company in good faith, and to put it simply, I paid for a product, and it has not arrived, Upon looking at your terms and conditions on your website, what your colleague informed me was completely incorrect and I quote:
“What happens if items go missing in the post? (UK only)
If Items go missing in the post, Royal Mail terms and conditions state
"No claims can be made until 15 working days has passed from the date of posting"
after the 15 days has elapsed (UK only) we will put a claim in with Royal Mail (this takes Royal Mail up to 30 days to investigate) Any customer that provides incorrect address details will have to reply on Royal Mail returning the items to us as they do not allow us to make a claim if the customer has supplied the wrong or incorrect address details.”
Furthermore, I was not asking for a refund more simply a replacement, due to this I feel I should be sent a replacement and you should then claim for a refund, not me.
His response was extremely unprofessional, in terms of that he told me “It’s only a £5.40 order so we won’t really do anything about it”
He then went on you say “it’s your fault for not paying for recorded delivery anyway” I responded with, do not speak to me like that and not to patronise me, it clearly states in my order that the order should take around 3 days, which he then laughed and pointed out to me that there is a “plus” sign next to the delivery information which he said can take however long it takes, at this point he then hung up on me.
I am not happy with the level of service that received, if at all.
The response was very unprofessional, even if the order was for only £5.40 it is the principle, and if needed, due to the above I will take this further if a suitable solution cannot be met.
I feel an acceptable amount of time for a response to this email is 5 working days which will take us to 04/03/2015, if I do not get a suitable response I will taking this further.
Kind Regards,
Nino.
From: Nino[mailto:Information removed]
Sent: 20 February 2015 20:52
To: 'Ultraleds Sales'
Subject: RE: Ultra Leds: Invoice # Information removed for Order # Information removed
Hi Team,
Just wondering when I could expect my order to arrive please?
The below states 3 day +, but from tomorrow (Saturday 21/02) that will be 7 full days since my order.
Could you please look into this please?
Kind Regards,
Nino.
From: Ultraleds Sales [mailto:returns@ultraleds.co.uk]
Sent: 14 February 2015 15:50
To: Nino
Subject: Ultra Leds: Invoice # Information removed for Order # Information removed
Hello, Nino
Thank you for your order from Ultra Leds. If you have any questions about your order please contact us at returns@ultraleds.co.uk or call us at 0800 088 3300 . We are Open From 10-5pm Monday to Thursday and 10-4pm Friday
Your Invoice #Information removed for Order #Information removed
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United Kingdom
T: Information removed Ultraleds Shipping Methods - Standard Delivery 3 Day +
Item Sku Qty Subtotal
(239) 37mm 6 WA SMT Leds Festoon 1W=11W output Cool White U376UCW 1 £2.50
Subtotal £3.00
Shipping & Handling £2.40
Grand Total (Excl.Tax) £4.50
Tax £0.90
Grand Total (Incl.Tax) £5.40
Thank you again, Ultra Leds
Ultra Leds Ltd, The Green, Green Street, Macclesfield, SK101JH. VAT: GB 829 4626 00