You Turn Neon 

Reply from You Turn Neon

Dec 29, 2020

Hi Andrew, firstly thank you for your feedback (we welcome all feedback at You Turn Neon, so that we can improve our service) & secondly sorry to hear you've had a bad experience up until this point.

As was explained over email with the initial error, when we started the business back in summer there was a big job of getting 300+ individual neons designed, priced up & uploaded to our website. As could be expected with such a task completed one-by-one by a small team, there were a few instances where products were uploaded with the incorrect pricing. Where the price difference was manageable (for a young business) we swallowed the loss & honoured the pricing, but on the rare instance like with your order were the loss was sizeable, we refunded you & offered you a huge discount on another sign to make up for it.

We apologise for the delays you've faced compared to our expected delivery times. November & December have been really busy as you can imagine & this hasn't been helped with the increased outbreak of COVID and the resulting delays due to DHL halting the hand-delivery of packages in the UK (as was also explained via email to all affected customers like yourself).

I can assure you that the team have not lied when telling you that your order has been handed over to DHL & having looked at the email exchange I can see that a simple mistake was made by the team when attaching the image of your completed sign, with the final design image attached instead (both are stored in the same place in our project management software under your order). Apologies for this & I'm glad to see that your order has now arrived. We hope you're happy with it & it's been worth the wait :)

We appreciate that our communication around this period could have been better & this is something we're working on. We're growing our small team who are based out of the UK & inputting new systems to make things run smoother - your feedback helps confirm to us that these initiatives are the right ones to invest in so we can improve the experience for our customers. With this in mind & now that you have your sign, we'd really appreciate it if you would take the time to update your review in light (excuse the pun) of your updated experience with You Turn Neon?

- YTN Customer Love

Reply from You Turn Neon

May 20, 2021

Hi Orfhlaith,

Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.

Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.

We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.

We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.

We're happy to say that the backlog has now been filled & I can see you have your sign... I hope you love it! Let me know if not for whatever reason?

In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.

We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.

As a team, we want to apologise to you personally Orfhlaith, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.

Best wishes,

Stella
Customer Service Manager

Reply from You Turn Neon

May 20, 2021

Hi Lisa,

Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.

Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.

We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.

We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.

We're happy to say that the backlog has now been filled & I can see you have your sign... I hope you love it! Let me know if not for whatever reason?

In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.

We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.

As a team, we want to apologise to you personally Lisa, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.

Best wishes,

Stella
Customer Service Manager