Dear Callum,
We are genuinely sorry to hear about your recent experience and the frustration it has caused you.
Regarding the delivery issue flagged, we understand your concern. As per the tracking information provided by Royal Mail, the item was marked as delivered. However, we acknowledge that this is a complex situation that requires thorough investigation from both their end and ours. Rest assured, we are actively collaborating with Royal Mail to address this matter promptly and in accordance with our policies.
I'd like to clarify our enhanced delivery protection service. This optional feature is designed to offer you added peace of mind and expedite resolution in rare instances of courier-related issues. It does not in any way diminish your consumer rights, nor is it obligatory. Instead, it streamlines the process by involving third-party insurance for swifter resolution.
As soon as we receive an update from Royal Mail, we will promptly relay the information to you.
Additionally, I've taken note of your previous encounters with delivery issues involving Royal Mail from our correspondence with you, specifically “I've had a couple of issues with Royal Mail in the past but in all cases they've just ended up delivered to the tower situated next to mine and the concierge will just have my package waiting for me under their desk.” Based on this history, I would recommend exploring alternative courier options or providing an alternative delivery address to mitigate any future occurrences of this nature. We are more than willing to accommodate these preferences when arranging a replacement, and alternative delivery options are readily available during checkout for your future orders.
Once again, please accept our sincerest apologies for any inconvenience caused. We value your feedback and are committed to resolving this matter to your satisfaction.
Kind Regards
The KSEC Team
