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 ordered some items from em!!!

 paid xtra for next day delivery,some items arrived this morning,fine!!!!,but little slip in for two items out of stock,now they were in stock on the 1st,they have charged me for em,wrong price i might add,!!! £2.96p per item instead of £2.95p as per website.

 called just now could not tell me when they will be in stock,didnot offer refund,i had to ask for it!!!!!!.i hope david glossop is reading this,there service stinks again,i asked for part refund of xtra charge as we needed these items for to night,now i have to stop getting the van ready and go out and purchase these items from somewhere else.

 told it will take two-three working days to be refunded!!!why!!!!they took the money straight away.

 rant over,no more purchases now from towsure!!!!!! i don't think

 DAVID GLOSSOP are you reading this!!!!

 you lost three customers in the space of one day!!!!!!!!

Thank you for your order. Payment has been received and your order is now awaiting dispatch.

we have ordered loads from towsure over the past few years...and never once have we had a problem :)

Mr towsure is a member isn't he maybe he will pop in??

I speak as I find & cannot fault Towsure over the years.  Fast delivery, reasonable prices & a good range.  All companies handling large volumes of sales will have the odd glitch.  Take it up with them & I'm sure you'll get things sorted.  Give them a break.

Steve.

 you got to be joking!!!!

 take alook on here under towsure search!!!

 you'll see how many disatisfied customers there are!!!!

Hi Swiftsure,

Yes I am reading this and needless to say I am disappointed with the service you have received with your order.  Sometimes when a company makes a mistake you simply have to hold your hands up and say, yes it is our fault.  The website should have flagged your item as out of stock and given you the option to order in the first instance.  It didn't and this was our fault, stock error or manual input error aside.....our fault!  The extra delivery charge has been refunded to your card already (3 day explanation to follow), the customer service response you had already received goods so have to pay, is nothing more than weak to say the least.  My assurance to you is that I will address this and make sure our reputation is restored to the full.  I am not just stating this as a front for the company, we really do care about our customers and go the extra mile when we make a mistake.

A quick explanation on the bank transfer system, when an order is placed the bank issue an authorisation code saying there are sufficient funds to cover the transaction, value, this shows debited from your account immediately however does not instantly reach our account.  In reverse the same happens, it leaves our account and holds pending transfer from the bank which can take up to 3 working days.

I sincerely apologise for this error, the fact the out of stock product was £2.95 or £2.96 as it turns out is irrelevant.  It clearly was easily avoidable if the web site carried the correct information, the Managing Directors will be made fully aware of the web site failing, and we will do everything to review the stock link between our system and web site.

On a final note to you swiftsure, give me an opportunity to keep your most valued custom.  When your anger with us subsides a little, I would like the opportunity to do what I can to keep your custom.  You know to reach me direct by return e-mail, once again I offer you my sincere apologies.

With kind regards,

David.

 now thats what i call an apology!!!

 many thanks david for that,i publicly accept your words as a gentleman well spoken and decent,

 an immediate response to a complaint goes a long way in my book,well done and may the force be with you!!!

 i will toast your health with a nice cool glass of wine at supper,sat in my awning tonight.

Quote: Originally posted by CandP on 03/7/2009

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That's a good clear and concise reply imo.

Well done Towsure!

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