LSD & BSD - Landscaping & Building Supplies Direct Opiniões 2436

Resposta da LSD & BSD - Landscaping & Building Supplies Direct

5/06/2025

Hi Ash,

Thank you for your review regarding your purchase of Pavetuf Clear. We understand your frustration and appreciate you taking the time to share your experience.

We want to clarify the steps taken regarding your complaint. As you mentioned, we did receive your ticket and the accompanying pictures. We subsequently forwarded these directly to the manufacturer for their assessment.

The manufacturer confirmed that the product you received is within its expected lifespan and meets their quality standards. They advised us that the "foul odour" you described is characteristic of a chemical product of this nature, and the presence of any minor particles, if present, did not indicate a defect from their end. Furthermore, we did not receive any images of the product in use or of the "black bits" after application, which would have been crucial for the manufacturer to assess a potential issue with the sealant's performance once applied.

As per our standard policy, and in line with the manufacturer's stance that the product was not defective, we are unable to accept returns or issue refunds for products that have been opened and partially used. This is why we advised you to contact the manufacturer directly regarding a potential replacement, as they are best placed to address specific quality concerns with their product, even after it has been opened.

We understand that this situation is disappointing, and we regret any inconvenience caused. While we always strive to provide excellent customer service, for issues concerning the intrinsic quality of a manufacturer's product, direct communication with the manufacturer is often the most effective route.

Kind regards,
LSD

Resposta da LSD & BSD - Landscaping & Building Supplies Direct

4/06/2025

Hi Martin,

Thank you for your review. We sincerely apologise for the significant delay you experienced with your Pavetuf order. We understand your frustration, and we're very sorry that you had to chase this yourself.

We placed your order with the manufacturer, Talasey, on the morning of the 20th. Unfortunately, we later discovered that our initial email to them was missed. When you called us on Tuesday, the 27th, we immediately chased this up, and Talasey assured us it would be sent the next day. We were very disappointed to learn, when you called again on Thursday, the 29th, that it still hadn't been dispatched. At that point, we escalated the issue, and they promised urgent delivery.

While we strive to ensure all orders run smoothly, it's clear we fell short in this instance, and we regret that you bore the brunt of these issues. We're glad to hear your order has now arrived. Please be assured that we are formally addressing this with Talasey to understand why this breakdown occurred and to prevent similar issues in the future.

Kind regards,
LSD

Resposta da LSD & BSD - Landscaping & Building Supplies Direct

3/06/2025

Hi Anshu,

Thanks so much for taking the time to share your feedback!

We understand your concern about the price of the item. You're right, they are quite an investment. The cost largely comes from our supplier, EJ (formerly Peter Savage), who manufactures the manhole covers these parts fit into. We actually stock them because we know how easily they can be lost in bad weather, and they're hard to find anywhere else!

We always aim to be transparent with our pricing, which is why all costs are clearly visible before you complete your order.

We hope you're happy with your purchase and that these new ones stay put!

Kind regards,

LSD

Resposta da LSD & BSD - Landscaping & Building Supplies Direct

12/05/2025

Hi Adam,
Again, please accept our sincerest apologies for the inconvenience caused. We understand how frustrating it is to experience delays, and we never want to keep you waiting.
As I mentioned during our call, the specific stock for your order is sourced directly from our supplier located near Felixstowe. They are currently experiencing a high volume of orders, which unfortunately has led to a delay in processing our stock request.
I looked into this matter and even contacted our representative at the supplier to see if we could expedite your order. Regrettably, there is a queue, and the earliest our order was scheduled for collection was Tuesday.
During our conversation, I offered you a refund for the next-day delivery charge and a discount on your paving as an apology for this situation.
To further compensate for the delay, we have also arranged a complimentary upgrade to an AM delivery slot for Wednesday. This is the earliest possible time we can secure delivery of your order.
We truly appreciate your understanding and patience. If you have any further questions or concerns, please do not hesitate to contact us.