Silent Vale Limited Reviews 

Reply from Silent Vale Limited

Jul 25, 2024

Hi Peter,

Thank you for leaving us a review, however I’m saddened to see this is a one star review after the amount of effort and time we put into trying to get your delivery issues resolved.

With your initial order, you contacted on the Tuesday to place your order and advised that you needed urgent delivery to a campsite for the Wednesday.
We advised this wasn’t a problem, however didn’t charge you for any express postage service, the items were sent Next Day with Free Delivery.

Your order was dispatched on time by us and was collected by FedEx Tuesday evening.
The items were dispatched as single items, which is perfectly normal for an awning and groundsheet.
Multiple items would only be packed into one box if there are lots of small items, a groundsheet would never be taped to a larger box, as this would be more likely to go missing or get damaged during transit.

You contacted us Wednesday to advise the groundsheet had been delivered, however there was no sign of the awning arriving.

Upon your contact via our website chat, a colleague simply and politely asked if you had your tracking details – a common question to confirm we are looking at the same details, especially as your messages were coming through incomplete -
However this obviously did not sit well with you, resulting in you stating we were evasive and demanding an immediate refund.

As requested we’ve then continued correspondence via email.
We then advised that we would need to get in touch with FedEx to find out what was happening with your delivery as without speaking to FedEx the only information we have is what is available online.

FedEx have then advised us that there was a sorting error and that the item would be out for delivery the next day, at the time we queried this as the tracking was indicating differently, however were assured by FedEx that it would be delivered.

We have made no promises regarding your delivery, just simply relayed the information the courier provided to us.
You’ve then requested a full refund, of which we have explained that a refund isn’t a problem, however we would need to ensure the items were on their way back before this could be processed, as the courier may have then delivered the goods after your refund.

Unfortunately in this situation, the courier failed to make the delivery at all, despite assuring us it was loaded on the delivery vehicle, to which we have then organised a collection of the delivered item from the campsite and ensured the undelivered item was returned to sender.
You’ve then threatened to take county court action and opened a PayPal case, rather promptly, despite us never refusing to give you a refund for your order.
Usually for a refund of an order, we have to wait until items are received back before a refund can be processed, and by UK Consumer Law have up until 14 days to process a refund, however in this situation we have sent a refund through to you by the Friday.

We have tried to reiterate to you multiple times via email that we are limited to what we could sort for your order, as we were beholden to the courier and reliant on their updates.
Service wise from our side we have dispatched on time, been prompt with emailing you, despite not receiving answers and have tried to chase as much as possible to resolve your delivery issues,
however at the end of the day – We are not FedEx and have no physical control over ensuring your delivery arrives on time.

We are very sorry that this order/delivery did not go as planned, and can understand it was frustrating, however we could not physically do anymore to resolve the issues as this was outside of our control - but our team went well above and beyond to assist you despite not being obliged to

Reply from Silent Vale Limited

Jul 8, 2024

Hi Jonathan,

We have checked the tracking, it states FedEx have attempted delivery twice at your address,

We were in contact with FedEx last week, and they have assured us that the delivery will be made tomorrow (Wednesday) and that the driver will contact you if he’s having issues.

We appreciate this isn't your problem of course, but we are at the mercy of the couriers and have to wait for them to do their investigations and can only update you as and when they get back to us.

Again, very sorry for the delay

Reply from Silent Vale Limited

Jun 30, 2024

Hi Jeff,

Thanks for the comment, looking into this you placed an order direct online on a product that says isn't being released until 30th of June.

So although we appreciate you ordered along time ago, it was clear that this wouldn’t be until end of June, and you actually received this earlier than the expected date.

As for your quality point, the previous models all had 68 denier fabrics, where we have now increased to 75 denier. The feel of the fabric definitely feels different, due to the increased robustness, it loses that silky feel, but it definitely doesn’t mean the quality has gone down. A lot of care has gone into making these better and so far the majority have seen and are happy with the increased specs.

I hope this gives you some more confidence after reading this. Equally if you’d like to get in touch (I can’t see you’ve ever mailed) we can talk you through the changes and any concerns you might have.

We’d however appreciate if you’d remove the part about the delivery time - as this was made clear on the product page and we’re ahead of that date.

Thanks