UK Cleaning Supplies Ltd Opiniões 10

Resposta da UK Cleaning Supplies Ltd

6/10/2025

Hi Nigel,

Thanks for your review — we’ve looked into this and can confirm that your order was delivered on Friday 3rd October at 16:58, according to the courier’s tracking records. (I understand this review was posted by the point)

We also found that a reply to your email had been prepared but unfortunately remained in drafts and was never sent — our sincere apologies for that oversight.

If, for any reason, you still haven’t received your parcel, please contact us directly on 0207 183 1310 and we’ll resolve it immediately.

Best regards,
The UKCS Group Team

Resposta da UK Cleaning Supplies Ltd

22/08/2025

Hi Jim,

We’d like to address your review directly, as there are several factual inaccuracies that need to be corrected.

You placed your order on 29th July, which was dispatched the very next day and delivered within the advertised timeframe. Of the 6 items you ordered, 5 were received without issue.

You did not mention any missing items until 15th August, over two weeks later — and while we understand things can be missed, we’re not in a position to resolve a problem we haven’t been made aware of. That email unfortunately landed in our junk folder, which is rare but can happen.

You then sent a follow-up email at 10:45 AM today (22nd August) — and we responded within 20 minutes, at 11:05 AM, confirming the issue and immediately processing your refund for the missing napkins.

So let’s be accurate:

- You received your main order on time
- You didn’t inform us of any issue until over two weeks later
- And once we were made aware, we acted promptly and resolved it

We don’t ignore customers — but we also don’t have a crystal ball. If something is missing, we need to be told in a timely manner to fix it.

We're glad this has now been resolved, but we would appreciate that reviews reflect the full picture, rather than painting an unfair version of events.

Best regards,
The UKCS Group Team

Resposta da UK Cleaning Supplies Ltd

Actualizada a 20/08/2025

Hi,

We appreciate all feedback, but we want to address a few inaccuracies in your comments.

Your order was fulfilled on time from our end — the delay occurred due to the courier, which we clearly communicated. We actively chased this on your behalf, but as with all courier services, there is a response timescale we are required to follow, and we cannot override that process no matter how urgently we push.

As for your VAT invoice, it is automatically generated and emailed at the time of dispatch. Upon investigation, we found that your email had bounced, which is why you didn’t receive it. Once this was brought to our attention, we manually re-sent it.

We have responded to your concerns and acted appropriately at every stage. We understand that some customers expect instant resolution, but in some cases, particularly when third-party couriers are involved, a degree of patience is necessary.

Finally, we note that you’ve left similar negative reviews elsewhere — and while we’re always open to feedback, it’s clear some people are simply determined to be dissatisfied, no matter what efforts are made.

Best regards,
The UKCS Group Team

Resposta da UK Cleaning Supplies Ltd

Actualizada a 20/08/2025

Hi,

We’re sorry to hear you weren’t satisfied with your experience — but we’d like to clarify a few key points.

The error in your order was due to selecting the wrong item at checkout, and while we understand that mistakes happen, it’s important to recognise that this wasn’t caused by us.

You did email us shortly after placing your order, however, your email landed in our junk folder, which is why it wasn’t picked up immediately. Once it was identified, we responded to let you know that the order had already been dispatched — and we offered to arrange an exchange.

We’ve had no reply from you since.

We also note your repeated calls, and we acknowledge that during this period we experienced high volumes which affected our ability to answer every call. That said, claiming we are a “scam company” is not only false — it’s unfair, especially when the issue stems from a customer error and we’ve been clear in our willingness to resolve it.

We’re always happy to help when contacted, and we encourage you to reply to our previous message if you still wish to arrange an exchange.

***UPDATE 20/8***

We’ve reviewed your update and need to address several points, as your comments continue to misrepresent the facts.

Your email was unfortunately missed due to landing in our junk folder — something that can happen occasionally depending on how your email is flagged. This isn’t an "excuse", it’s simply how email systems work. Once you followed up, we located your message, apologised, and explained the return/exchange process clearly.

The dispatch email you received is system-generated, confirming your order had already left our warehouse. It doesn’t contain return instructions — because that’s handled via customer service once a request is raised, which we did when your message was finally seen.

You claim we never offered a resolution. In reality, we responded and asked how you would like to proceed. We then received no reply from you, until your recent message — at which point the return process was immediately opened.

Regarding your accusation of "scamming tactics" — we must strongly object.

1. You placed an order and received your goods.
2. We have responded and are in the process of resolving your concern.
3. We take payment upon order, which is standard practice across e-commerce.
4. We’ve been transparent and cooperative throughout.

This situation could have been resolved far more easily through direct communication, but instead, you've chosen to publicly mischaracterise a minor fulfilment issue as something far more serious. That is not fair or accurate.

We remain available to complete the return process as discussed.

Best regards,
The UKCS Group Team

Resposta da UK Cleaning Supplies Ltd

20/08/2025

Hi,

We completely understand how frustrating delays can be, but your review leaves out some key context.

We did send you an in-mail update explaining that, due to our manufacturer relocating their warehouse, there was an unexpected delay in restocking the item you ordered. While this situation was outside of our control, we made efforts to keep you informed.

Your order has since been dispatched.

We do apologise for the inconvenience caused, but it’s simply not accurate to suggest we ignored you entirely. While we may have missed a few calls during a busy period, we were actively working to resolve the issue in the background and had already communicated the delay.

We're a genuine UK business committed to customer service — and while things occasionally go wrong, we always work to put them right.

Best regards,
The UKCS Group Team

Resposta da UK Cleaning Supplies Ltd

8/08/2025

Thank you for your on going custom!

Resposta da UK Cleaning Supplies Ltd

7/08/2025

Hi Janelle,

We take feedback seriously, but it’s important to correct several misleading claims in your review.

You placed your order on 4th July, and we called you on 6th July to inform you of a delay. We followed up again on 10th July, when you advised you couldn't locate your original confirmation email — which we then resent immediately at your request.

Unfortunately, our supplier later informed us that the item had been discontinued, which we promptly relayed to you, and we processed your full refund on 1st August.

We’d like to be clear:

The delay in receiving the refund is not on our side — once issued, processing times depend on your bank, which is entirely outside of our control. This has since been processed and back in your account.

Throughout this process, our team has made multiple efforts to communicate, both via phone and email.

We’re a professional company, and while we understand disappointment when things don’t go as planned, we won’t accept inaccurate reviews that ignore the facts.

If you have any further concerns, please contact us directly — but your refund has been actioned in full and the matter is closed from our end.

Regards,
The UKCS Group Team

Resposta da UK Cleaning Supplies Ltd

7/08/2025

Hi Shaun,

We’re sorry to hear you feel this way, but we’d like to set the record straight.

Firstly, we are absolutely not a scam site – we are a fully registered UK business with thousands of satisfied customers. After reviewing your order, we can confirm that:

The estimated delivery window provided at checkout was clearly listed as 4th–7th August.

Your tracking details confirm the items are out for delivery today (7th August), within the promised timeframe.

We have no record of any missed calls or emails linked to the contact details you used when placing your order.

Our team even tried to proactively call you today with an update, but unfortunately received no response.

We’re always here to help and resolve any concerns, but we kindly ask that reviews are fair and based on accurate information.

If you’d like to speak further, please reply to our message or contact our support team directly with your order number.

Best regards,
The UKCS Group Team

Resposta da UK Cleaning Supplies Ltd

Actualizada a 8/08/2025

Hi Jennifer,

Thank you for updating your review — we really appreciate your patience and understanding.

We’re truly sorry again for the issues you experienced initially. The system outage during that period caused far more disruption than we would ever have liked, and we completely understand your frustration.

That said, we’re glad we were able to speak with you directly and get the issue resolved quickly once contact was made. We really appreciate you giving us the opportunity to put things right.

Thanks again for your understanding — and for your continued support.

Warm regards,
The UKCS Group Team

Resposta da UK Cleaning Supplies Ltd

7/08/2025

Hi Minnie,

We appreciate your previous custom and are genuinely sorry for the inconvenience caused by the lid sizing issue on your most recent order — that was a warehouse oversight, and it was later rectified.

However, calling us a “scam” is completely unjustified and simply not accurate. You've placed multiple successful orders with us in the past without issue. One honest mistake — which we’ve acknowledged and worked to resolve — does not warrant false accusations.

Regarding communication:

Your email was unfortunately filtered into our junk folder earlier that afternoon but was later picked up and replied to.

You made two phone calls, both of which were followed up the next working day.

On that specific day, some of our office staff were assisting in the warehouse due to a busy period — which may have affected our immediate response times.

We completely understand your frustration, but language like “scam” is not only incorrect, it’s damaging and irresponsible, especially toward a small business that takes pride in its service and has always delivered for you previously.

We’re always open to constructive feedback — but we won’t accept baseless accusations.

Best regards,
The UKCS Group Team