Victory Design Ltd Reviews 273

Reply from Victory Design Ltd

Jan 6, 2020

Many thanks for your Chapter 8 kit order with us – we understand that our sales team had been in touch with an expected delivery date, due to this being a bespoke item. It seems that we have sent our review invitation too early, but we hope that you will be able to leave a review for us in the near future!

Kind regards
Joanna
Victory Design Ltd Web Team

Reply from Victory Design Ltd

Dec 17, 2019

Hi Tom,
Many thanks for your feedback regarding your most recent order – it is always helpful to find out ways in which we can review our customer’s experience.

Online, we are able to open up the ordering of goods to as much or as little as you need, as there are no ‘admin costs’ or human intervention until the order is picked in the warehouse.

Our minimum order value of £30 (and 5 metre multiples of sign vinyl) has been in place over the phone and in our customer collection point for a number of years and suits the majority of our custom through these channels. This helps us to provide a high level of customer service with dedicated Customer Account Managers, allowing them the time to build strong relationships with our customers, getting to know them and their business needs.

As one of our most valued local customers it is disappointing to us that this way of working has caused some inconvenience to you and we appreciate your time on the phone in order to discuss your recent experience further. We do not want to cause intentional inconvenience to our customers and do our best to accommodate wherever possible. On this occasion, we were not aware that the metre of vinyl was for yourself – had we known we’re sure that we could have come to some solution in this instance.

We hope that you understand our reasons for the procedures that have been put in place and we look forward to providing you with more high quality products in the future.

Kind Regards
Joanna
Victory Design Ltd Web Team

Reply from Victory Design Ltd

Dec 17, 2019

Hi Trevor,
Customer relationships are extremely important to us at Victory Design and we take the preservation of these relationships very seriously. Where able, we do our utmost to satisfy the requirements of our customers at every turn. We understand and appreciate fully our role in ensuring trouble-free and successful flow along the chain of supply.

We are very sorry that a mistake happened whilst labelling up your parcel and that this led to it being sent to an incorrect address. We hope that it comes as some comfort that this is a very rare occurrence, but that we have policies and procedures in place to help protect our customers in this event. At first knowledge of such an event, our first port of call would be our courier service to arrange for the soonest possible delivery of that parcel. If this is not suitable for our customer, we would arrange a same day delivery of replacement goods from our warehouse. It appears that in this case, receiving the goods on the same day would have rectified the sticky situation you were facing and that this would have allowed you to fulfil your customer’s requirements, as expected.

Unfortunately, on this occasion, we were not afforded the opportunity to rectify this delivery error at the earliest opportunity. We were made aware of the situation on the day after your expected delivery day which unfortunately meant that this window of a same day delivery had passed. In this instance, it is company policy to offer a full refund and recover the goods when delivered, which was offered to yourself at this time.

We too found the most troubling part of this transaction to be what happened after it. We are unable to respond to threats and the level of compensation you were seeking fell outside of our trading terms.

Accidents and mistakes do happen and it is true that the way in which we deal with these matters immensely. The policies and procedures that have been put in place have been done so with our customers in mind – doing our best to offer the soonest and, in some cases, same day delivery in order to meet their own deadlines. Where inapplicable, a full refund is offered with our sincere apologies and the promise that our best efforts will be made in order to avoid such a mistake in the future.

We appreciate the email you have sent to us since posting these comments. It was good to hear that your event turned out well and that your venture is off to a successful start.

Kind Regards
Joanna
Victory Design Ltd Web Team