We are sorry that the delivery did not arrive within the original estimated timeframe and understand the frustration this caused.
However, we would like to clarify a few important points for fairness and accuracy. The item was successfully delivered, communication remained ongoing throughout the process, and at no stage was any property lost, stolen, or withheld dishonestly.
We also reviewed the reviewer’s public review history and noted a consistent pattern of negative reviews across multiple companies, with little to no positive feedback left for any business. While everyone is entitled to share their opinion, we believe this context is relevant for other customers when considering the nature of the comments made.
Our concern was specifically regarding references to “fraud”, “theft”, and criminal conduct, which we believed did not accurately reflect the circumstances of a delayed delivery. Customers are absolutely entitled to leave honest reviews regarding their experience, and we fully accept criticism relating to delays or service standards.
We also note that the company currently has around 20 negative reviews on Trustpilot, with many customers expressing dissatisfaction and very little positive feedback available publicly. We believe this broader pattern of customer experience is relevant context when assessing the concerns raised.
We did not contact the customer to prevent an honest review from being posted. Our intention was simply to address allegations of criminal behaviour which can seriously harm the reputation of a legitimate business and the livelihoods of the people working within it.
We appreciate that the review has since been updated to confirm that the item was ultimately delivered.
As a company, we always aim to resolve issues professionally and amicably, and we continue to learn and improve from every customer experience.