Coruba Reviews 

Reply from Coruba

Apr 7, 2017

Hi Michael,

I am sorry you had to wait for your goods, but as you know they were out stock.
This isn't something that happens often at Coruba.

I'm glad to read you are happy with all other aspects!

Thanks.

Reply from Coruba

Oct 4, 2016

Hi Ross,

We’re sorry you feel this way however as we discussed at the time there wasn’t much more the courier could have done for you. Tuffnells originally attempted to deliver to your address and was unable to get an answer at your door, even though you stated that you had a relative in all day. Since there was no designated safe place and your porch was locked the courier was unable to deliver. The courier then put a card through your door, took a photograph of your front door and then contacted us for your telephone number to arrange a redelivery at a time best for you. They tried to call you twice and left you telephone messages and wasn’t able to speak to you or get a reply. The courier then attempted to redeliver the following day with us automatically incurring a £15+VAT redelivery surcharge (which we would not have passed on to you, these things happen). Again there was no answer from your relative and the porch was locked so they took another photo and had to leave a card and mark it as a failed delivery attempt. After two days the courier automatically returns goods to sender if they are unable to get a response from the receiver.

The goods arrived back with ourselves on day three to which we eventually managed to contact you to find out if there was a problem, cross reference what the courier was telling us and to advise and arrange a re-delivery. To send out the goods again would incur a fresh delivery charge - we had already sent the goods once for free at a cost of £30+VAT, incurred a £15+VAT re-delivery charge and as a result would have been at a loss if we had sent them out again free of charge (at a cost of £30 to us). We asked you kindly for a £9+VAT contribution to resend the goods as this would have broken us even on your order and neither us or the courier were at fault.

When we spoke to you, you advised us that the courier hadn’t visited and was lying, a relative had been in all day and said they had failed to card your address to which, if this were the case, we could have pushed the courier to redeliver free of charge. However the courier had covered themselves and the driver had protected his job, rightly so as they managed to produce photographic evidence of your front door to which you confirmed was actually your address leading us have nothing to go back to the courier with as they had clearly been to your address. We investigated fully every lead you gave us to explore if we could get you a free re-delivery but the courier had done everything reasonably possible to deliver, notify you of their delivery attempts, contact you and not leave your goods in an unsafe location at risk. As discussed we could have arranged for the goods to be left in a safe location if we had managed to get hold of you to get permission to leave the goods at risk or in your porch. Tuffnells drivers are not allowed to enter a porch and trespass without authorisation from the homeowner, which they did try to obtain without any luck.

We were willing for you to cancel the order as per your subsequent request following our conversation about the £9+VAT re-delivery fee, but as per our terms and conditions clearly noted on our website that you agreed to when ordering that we would charge a 20% restocking charge to cover cost and losses for labour and the delivery costs of the order. This amount would have worked out greater than our £9+VAT contribution cost so you then decided to pay the £9+VAT instead, understandably, as this was the best option for you.

We then delivered to your work address, another courier depot which was Hermes. We understood that if we did charge the £9+VAT to cover our costs only and not make any profit that you was going to leave us negative reviews which of course is your prerogative. It is a shame as we and the courier did everything we could for you to try and get to goods to you with a reasonable and fair solution at your convenience. We strive to give the best, fair and understanding service to all our customers and our other reviews reflect this, on this occasion we weren’t able to fully satisfy you but we did manage to minimize the cost to yourself,(£9+VAT as opposed to £45+VAT real costs) absorbing the extra charges and dedicate a lot our staffs time to contacting you and finding the best mutually beneficial solution. We are sorry if you don’t agree and we wish to reassure other customers that this is an extreme isolated case and we will always do everything possible to work with the customer to give them the best experience possible with us.

Regards

Nigel Wickersham
Sales & Marketing Manager