Dr Corbyn Opiniões 

Resposta da Dr Corbyn

13/04/2023

Good afternoon Kate,

Thank you for taking the time to share your recent Dr Corbyn experience with us.

I am very sorry to hear about your disappointing experience.

I have been able to locate your order details based on the order number associated with your Trustpilot review and so I have spent a little while checking everything for you.

I can see that your order was placed on the 2nd of April and entered the Royal Mail network on the 4th of April. Royal Mail did not provide any update until the 11th, and the order was subsequently delivered yesterday (the 12th of April). Normally, this should have been delivered by the 6th of April in line with Royal Mail's delivery promise for the delivery service used, however, they have failed to do so. As a result, the order was further delayed by the Easter bank holidays on the 7th and 10th of April.

We would like to extend our sincerest apologies for the delays you have experienced in receiving your order. Unfortunately, though we put a great deal of effort into dispatching orders in a timely manner (within 24-48 hours after the order is placed), we do not have any control over delays due to external issues, such as Royal Mail delays.

We have been experiencing major delays due to some ongoing issues at Royal Mail, and as such most orders have taken longer to arrive. It is very unfortunate, and we certainly appreciate the impact that this is having on our customers and their expectations of Dr Corbyn. We are currently looking into alternative delivery options, and in the near future we are likely to move away from Royal Mail entirely due to the ongoing issues they have been experiencing for many months now.

We would like to apologise once again, and we hope that the above clarifies the issue of the late delivery for you.

Thank you for being a valued Dr Corbyn customer, and thank you for your understanding.

Kind regards,
Georgia Robbins
Customer Happiness Team @ Dr Corbyn

Resposta da Dr Corbyn

24/03/2023

Good afternoon Anne,

Thank you for taking the time to share your recent Dr Corbyn experience with us.

I am very sorry to hear that your order took such a long time to arrive.

I have been able to locate your order details based on the order number associated with your Trustpilot review and so I have spent a little while checking everything for you. I can indeed see that your order took 2 weeks to arrive.

We would like to extend our sincerest apologies for the delays you have experienced in receiving your order. All our orders are generally shipped within 24-48 hours and it usually takes a total of 3 working days from the order date to receive the delivery.

We have been experiencing major delays due to some ongoing issues at Royal Mail, and as such most orders have taken longer to arrive.

We have decided to use alternative fulfilment solutions to minimise delays as much as possible, however, this was not always possible and thus some orders have still arrived later than expected. As a result of this, we have also temporarily suspended our Next-Day Delivery and Saturday Guaranteed Delivery services, as orders sent via these delivery options were taking several days to arrive.

We have contacted all customers whose orders have been delayed by email to let them know that their delivery would be arriving a little later than expected.

As we appreciate how frustrating such delays might be to our customers, we have also made every effort to ensure that their Dr Corbyn experience was pleasant and reassuring by offering them a complementary discount or a small free gift. This was to make up for the delays and also to hopefully make their wait more worthwhile.

My colleague Georgia contacted you on 16 March to inform you about the delays and to offer you a complementary gift, together with a special coupon for 10% off + free shipping on your next Dr Corbyn order.

We would like to apologise once again, and we hope that the above clarifies the issue of the late delivery for you.

Thank you for being a valued Dr Corbyn customer, and thank you for your understanding.

Kind regards,
Katie J.
Customer Happiness Team @ Dr Corbyn