Creative Transfers Reviews 190

Reply from Creative Transfers

Dec 3, 2013

Hi Dee,

You placed your order on the 28th November at 9:14am, choosing the "UPS Next Working Day Courier" delivery option. We despatched your order that same day using UPS and the order was delivered to you at 3:25pm on the next day, the 29th November. This is well within the tolerance of a next day courier as orders may be delivered between the hours of 7am and 7pm. We do offer a guaranteed Pre-10:30am UPS Next Working Day Courier option for people that need their vinyl more urgently, but you must have decided against paying the extra. In bright pink text in the shopping cart on our website there is a warning that reads "UPS Courier deliveries are next working day between 7am and 7pm unless you select the ‘Pre 10.30am’ delivery option (not available to all areas). ". We have checked your previous order with us and we noted that it was delivered to you at 11:42am, so perhaps you decided to take a calculated risk that the same would happen again. We would always recommend choosing the Pre-10:30am option if you need your vinyl more urgently than simply 'next working day'.

Regards
Creative Transfers

Reply from Creative Transfers

Jul 18, 2013

Hi Wayne,

Sorry to hear that you are disappointed, please let us address your points individually:

- You refer to the delivery option you chose as 'PARCEL FORCE 48' but that is not how it is shown on the website. The option is called 'Royal Mail 48' on our website, which is Royal Mail's second class parcel service. We do not use Parcel Force for any of our shipments.

- Your review asks us to tell our customers in advance that we do not guarantee shipments using that delivery option. Our website clearly states "Royal Mail 48 is usually a 2-3 working day service, but in extreme cases can be up to 5 working days" in bright pink writing in the shopping cart. We then go on to write "If your order is urgent we always recommend choosing a courier option.", also in bright pink text.

- When you placed your order you chose the cheapest delivery option despite these warnings even though you knew you needed the vinyl urgently to complete your customer's job. Even though you made that choice not to upgrade to a guaranteed courier (for less than £5) we agreed to send out your vinyl again by UPS Next Day Courier at our own vinyl and shipping expense so that you received the vinyl you ordered. In fact, you probably now have twice as much as you ordered as the original Royal Mail delivery has probably been delivered as well. In no way by helping you in this way did we intend to insult you.

We don't feel that we could have done any more to help, but, on the back of your comments, we have made a few further changes to help future customers even more:

- We have changed the layout of the advisory pink delivery information slightly to help make it even more easily readable.

- We've changed the name 'Royal Mail 48' to 'Royal Mail - No Tracking' to remove any assumptions that it means it's guaranteed in 48 hours.

- We've made the text "If your order is urgent we always recommend choosing a courier option." even larger and used a bold font.

Once again, sorry that you feel bad about your experience, but we feel we did all that we could for you once made aware of your situation, and we really do want to help.

Regards
Creative Transfers