Originally Posted by toriaaaaTRASH

Customer Services Manager,
Early Learning Centre,
South Marston Park,
Swindon,
Wiltshire,
SN3 4TJ

Wednesday February 25th 2009

Dear Sir or Madam

I often spend A LOT of money on your company, so I wouldn't like you to think I don't appreciate the service you usually conform to. However, the service I received on this occasion (in which I spent £127.40) is, in my opinion, disgraceful. When I informed my friends of the service I received, many of them have used the phrase "running a mile" from using your online services in future. Whilst I'd like to reassure them, and tell them you're usually a very reliable and trustworthy company, I'm a little confused!

I placed an order on Tuesday February 10th 2009 and was sent a confirmation e-mail in which it was stated I would receive my order in 4 days and a dispatch e-mail. Using your service on numerous occasions, I know how it works anyway, and when I didn't receive my order the alarm bells began to ring. Being busy with my new baby, I let it fly over my head, holding in my mind the trust I have for your service from the past services I have received.

However, 2 weeks later, I call your company to inquire about this order. During zed phone call your staff decided to question my intelligence in the form of telling me it was sent and no one was home. Well 2-4 working days after that order was placed, someone was ALWAYS home and there was no note to say delivery was attempted. I also did not receive a dispatch email. I can almost accept this, as, like I have mentioned a number of times already, I trusted your company. I was then informed I would receive this order in 2 days.

I did receive my order 2 days later. The parcel I received was disgraceful by all standards. (I have attached a picture for you to see just how disgraceful it was.) I'm not entirely sure how I'm expected to go about sorting this out. I considered going to the courier, but surprise, surprise, there wasn't one! It was a woman in her car, whom I assume works for our local ELC, as there was no note on the box at all. She said the items were never dispatched, (meaning the woman on the phone who questioned my intelligence also lied about attempted delivery.) I didn't sign for the box, my sister did, and whilst I knew it was not acceptable, she didn't. She signed for it and the woman who delivered this monstrosity did not check the goods were in the package. She told my sister to get me to do it.

So when I finally got time in my very hectic life to check this package, I got out the advice note, which all the items that should have been present were listed. There are numerous small items missing from my order. At this point, I'm extremely upset and disappointed. Whilst I expect my sister signing makes me entitled to no refund, I would like the items I ordered to be compensated for, (even if it is the items themselves.)

Again, in store, and usually online, I receive wonderful service and products, and this is why I am so shocked and disappointed on this occasion. I look forward to having this matter cleared up and appreciate any feedback I receive.

Yours faithfully,



Victoria R*****

Enc. A picture of the package as received and the advice note with missing items highlighted.