Dear Ben, Thank you for your message. We are very sorry to hear about your continued concerns, and we appreciate the opportunity to respond properly.
Firstly, we would like to clarify that we did in fact send you an email explaining the situation shortly after the incident occurred. We sincerely apologise if it did not reach you, and we are happy to share it again upon request.
Following the unfortunate theft from our driver’s van, we thoroughly investigated the incident, including reviewing CCTV footage and conducting an internal review. We can confirm that only one bag containing undergarments was taken during the break-in. This is consistent with our standard practice of separating undergarments from other clothing during packaging — a process designed to protect hygiene and ensure accuracy. The rest of your items were returned to you at the time.
We completely understand your frustration and accept that the experience was far from what you rightly expected. For that reason, we have waived your entire bill, and as a gesture of goodwill, we are offering you two complimentary washes, which can be redeemed at any time.
As a small, independently run business, we are doing our best to recover from very difficult circumstances, including a recent fire that caused significant damage to our premises. Despite this, we continue to prioritise customer service and have worked hard to maintain our reputation through honesty and accountability.
We do wish to address one important point. You mentioned seeking a claim of several hundred pounds for missing items. While we take all claims seriously, we kindly ask that customers provide reasonable evidence of loss. In the absence of this, and with our internal findings indicating that only a limited number of items were affected, we hope you understand our position.
You mentioned being a small business owner yourself — and so we ask you to consider the challenges of maintaining trust and fairness on both sides. Our team remains committed to resolving issues respectfully and transparently.
Once again, we are genuinely sorry for the inconvenience and upset caused. We hope you’ll accept our offer of two free washes and understand our position in this matter. If you would like to schedule the complimentary services or have any further questions, please don’t hesitate to reach out.
