HXTN Supply Reviews 120

Reply from HXTN Supply

Oct 13, 2020

Hi! We appreciate your comment above, but after looking in to the case would point out a small number of things;

- The item was dispatched on the next working day after purchase, and a Royal Mail tracking code and notification was provided at dispatch.
- The item showed as pending at the local delivery depot for a short period, however as this was in the midst of the UK Coronavirus measures the Royal Mail in some cases took just a little while longer than usual. At the time we identified potential delays on our website shipping info.
- Likewise, our staff remained on furlough. Replying to emails was a few days slower than we'd ordinarily like, however our correspondence shows that immediately on replying we dispatched a replacement article to you.

After taking all of the above steps, with the UK mail service out of our hands and us sending a replacement article at our additional cost, both the tracking numbers show that both the items were delivered.

We absolutely understand that the initial delivery times were not befitting of the service we would usually provide, but with COVID measures it was in the hands of our mail company and we immediately looked to resolve - something we don't feel is befitting of the above comment / 1* user review.

We hope that you have since enjoyed your purchase and realise these circumstances were an isolated case (with the above step by step showing the measures taken to ensure delivery of your order).

Thanks,

HXTN.

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Replying to reply:

Hi,

The review states equal parts a lack of communication (which we addressed why the small delay with only one member of staff working throughout furlough. However we communicated purchase, communicated tracking info and communicated a replacement package being sent) and also states the parcel not moving (which, again unfortunately, was out of our control with COVID-19 effecting Royal Mail services - something we communicated was a risk on our website at purchase).

We are certainly not happy that the item took longer than usual to reach you, but are certain we acted in your best interests by immediately sending a replacement when hearing about your issue (normal practise for an undelivered parcel is that we must wait for the shipping company to return the package).

Thanks,

HXTN.