Defamatory!? Nope just honest, ya salty lemons
I see that LemonSalt have attempted to have my last review removed by TP as "defamatory". There was nothing defamatory, I expect they are trying to improve on their untrustworthy score. To reiterate I'll write another review to ensure consumers are fairly warned about their delivery promises; I paid £8.99 at 8.30am on Thursday 1st for express 24 hour delivery and had not received the item 72 working-day-hours later so requested a refund. They rude agent muttered something about Fridays not being included as a "week day". I am mindful that some religions do not work on Fridays, but it is a moot point as it went past the 48hr mark if you did not include Friday anyway. - So even if one of TPs bots does take down the original, I will keep this up. Under another name if I have to. I don't like being lied to, treated like a fool and offered no recompense for a service I did not receive. Here's an idea Lemonsalt, why don't you try to improve your score by putting effort into better customer service instead of getting honest reviews removed.
Resposta da LemonSalt
Dear Customer,
Thank you for your feedback, and we’re genuinely sorry to hear that you were dissatisfied with your experience.
Firstly, we would like to clarify that we do not remove honest feedback or attempt to silence customer concerns. We only flag reviews for moderation when they contain language or claims that may breach platform guidelines, which are set by the review host—not by us. That said, we understand and respect your right to share your experience, and we appreciate the opportunity to respond openly.
With regard to your order, we apologise sincerely for the delay. Our Express 24-Hour Delivery service aims to dispatch same-day for next-day delivery when placed before a specific cut-off time. However, your order was placed after our daily dispatch window, and regrettably, the courier delay compounded this further. While this is never the level of service we strive for, it was not our intention to mislead or disappoint.
Regarding the conversation with our team, we are sorry if the communication came across as rude or dismissive—this is not how we expect our staff to engage with customers, and we will address this internally. We take full responsibility for any shortcomings and are reviewing how we communicate our delivery windows more clearly during checkout.
We appreciate all customer feedback, whether positive or negative, as it helps us improve. We are working hard to ensure our service better reflects the high standards we aim to uphold.
Sincerely,
Team LemonSalt