Profilestore Reviews 

Reply from Profilestore

Jan 17, 2023

Hi Louis,

First review of 2023 and one star, not a great start. Let me explain facts as we see them to anyone who reads this.

You placed an order with us on the 3rd January at 12.16pm. While you were on the website ALL pages INCLUDING the checkout showed the following message in large text, “WE ARE MOVING INTO A LARGER BUILDING. Our last shipping date before Christmas is Friday December 16th at 1pm. Due to our move, we will recommence shipping orders on Friday 6th January including orders placed over the Christmas period. Thank you for your custom this year.”

Because you placed the order we assumed you were OK with this message. At 5pm on the 4th of January (our first proper day in the office after moving buildings during the Christmas period) , we received the following email from you, “Hi, I placed an order with you on Tuesday and it was before 1pm I’ve paid the £20 fee for delivery and still no delivery today as promised. Not very happy as me and my lads have lost a days money due to this as promised by your website they would be here next day. If you can let me know when they are going to get to the job we ordered to let me know please.” Kind regards Louis.

A reply was sent back within 6 minutes of receiving it:

'Hi Louis,

Thanks for the email. When you placed your order this message was visible on every page you looked at (along with the checkout).

“WE ARE MOVING INTO A LARGER BUILDING. Our last shipping date before Christmas is Friday December 16th at 1pm. Due to our move, we will recommence shipping orders on Friday 6th January including orders placed over the Christmas period. Thank you for your custom this year.”

We will be back shipping goods on Friday 6th January. If this is not convenient to you then please reply to this message and I will refund you so you can shop elsewhere.

Sorry about that.

Regards,'

You didn’t reply to this message. However, true to our promise we did indeed ship out your goods on Friday 6th January. Our courier delivered them and they were signed for on MONDAY 9th at 9.40am. So you did indeed get the goods next day – as you paid for. We did give you the opportunity to get a FULL refund for the order which was £20 of goods and £20 for the shipping (due it being a large item) but you didn’t take that up. You have not phoned us to say you were unhappy and because you didn’t reply to the email we sent you – we wrongly assumed you were ok.

As a small business, we work incredibly hard to ensure all information given to customers is accurate as it was on this occasion. In these circumstances, a one star review does not reflect the service you received.

Reply from Profilestore

Sep 21, 2022

Hi Lee,

We are sorry that you felt our service was only worth a two star review. Just to clarify things:

You placed an order with us on 6th September at 3:43pm. The order was for £8.75 and yes shipping was £19.50 because some of the items were over 3m in length. There are several pages on our site explaining why our shipping is expensive and why we can’t do anything about. We do our best to be as transparent as possible about those fees and never hide anything.

Our cut off time for same day dispatch is 1pm – which you will have seen when you placed the order. So we processed your order the following day, 7th September. It was raised by us at 8.28am. You were sent an email at 11.47am the same morning when the order was collected by a courier and taken away from us. This means the order was raised, picked, packed, checked and dispatched by us in just over 3 hours!

The following day you signed for the goods at 9.27am. Delivery to you took less than 24 hours. Not four days as you stated.

A two star review for us processing and dispatching your order in just over three hours and signed delivery to you in under 24 hours! We’re disappointed.