Dear Sarah,
I am sorry that you feel you did not receive a 5* experience from our team.
It appears that perhaps you misunderstood ‘SHIPS by’ date and mistook it for ‘ARRIVES by’ which is an easy confusion to make.
To clarify the issues :
1. You placed an order at 11pm on Wednesday night. Your order was printed and shipped on Friday afternoon that week. For us, this is a 1 working day turnaround due to the lateness of your order in the evening. The order was received by you on the next working day.
On our website, we clearly state our leadtimes are 2-5 working days via a date estimate both on the product page and checkout indicating the ‘ SHIPS BY’ date - date. In this instance, your order showed to SHIP by Friday – Tuesday.
Additionally, our FAQS clearly indicate 2-5 days TO BE DISPATCHED + delivery time on our FAQs ( https://www.fashion-formula.com/faqs/how-long-will-my-order-take-to-arrive).
2. You contacted us on Friday AM to ask if the order had been printed. Our team responded politely relaying that the order was in production and the leadtime was 3-5 working days (later corrected to 2-5 days) and you will get a notification once shipped. You replied stating you were expecting the order by Tuesday as Monday was a Bank Holiday despite the information given on the website.
3. We responded politely advising that if you needed it quicker, we have the paid option for express production of 1-2 days from time of order. In any event, our team also advised that they would contact our production team to try and expedite your order.
Original mail from our team:“Apologies for this. Our orders usually take 2-5 days to process, and there is a possibility that your order may be completed earlier depending on the order quantity we have at that moment. Currently, your order is in the queue and will be processed soon.
If this is a rush order, we do offer an express/rush service for an additional charge starting from £25, plus £15 for express shipping. This means your order will be produced within 24-48 hours from the time it was placed. Please let us know if you'd like to avail of this option.
No worries! I will also send this over to our production and we will do our best to send your order as soon as possible.
Thank you for your patience and understanding.”
4. You then proceeded to threaten us with small claims courts and said our ‘frankly’ customer service was awful, despite the polite and accurate answers given above. And requested to speak to a manager. Which they passed on.
5. Whilst the request for email, not call, was regrettably missed, I did call twice and then email to understand the issue with the seemingly normal and in-time order. I understand that being a Mum with a toddler is very difficult and that answering the phone is difficult, so I do apologise for the confusion on that. I find that a short conversation on the phone solves a lot more issues quicker than time consuming emails which is why I normally try to personally call people if they have an issue or need help.
6. Despite stating in my email that the order had actually shipped at that point, and trying to understand where we had gone wrong in the process or if there was incorrect information on our website, you simply directed me back to an email trail and stated you would write negative reviews across the internet about us.
Regarding the quality of the production you mention, we have not actually received a written issue from you regarding this so I am assuming there was not any particular issue with the printing or fabric. Should you have an issue with either, please do get in touch directly and we will of course resolve it quickly.
I am sorry this order has frustrated you and has caused you disappointment. We take it very seriously when our timelines are not met or our customer service is not 100%, although in this case I believe we have responded correctly and politely and shipped the product as described and on time.
Kind regards,
Alexander
