VeVery poor first experience – no accountability for failed delivery
Order 2026225373 Very poor first experience – no accountability for failed delivery Very poor first-time experience with this company. The product had already taken considerably longer to arrive than the delivery timeframe communicated when I placed the order. It was then apparently marked as delivered by the courier, despite the fact that I have not received it. More importantly, I was at home and present at the property all day on the date the courier claims the delivery was made. I also have a video doorbell covering the property, and there is absolutely no record of any delivery driver attending the property at the date or time specified in the tracking information. When I contacted the supplier and explained this, rather than taking any accountability for the failed delivery or investigating the evidence, I was simply instructed to take the matter up directly with the courier myself. I purchased the product from the supplier, not their courier. It is the supplier that chose and has the contractual relationship with the delivery company, not me. I would therefore expect them to investigate the failed delivery with their courier and provide their customer with a solution. Instead, there was no offer of a replacement, no offer of a refund and seemingly no attempt whatsoever to take ownership of resolving the problem. I was simply left to chase their courier for a product I had paid them for and never received. Deliveries occasionally go wrong. That's understandable. What isn't acceptable is taking no responsibility when they do, particularly when the customer can provide clear evidence that nobody attended the property at the claimed delivery time. Unfortunately, the combination of the significantly delayed delivery, the missing product and the complete lack of ownership or proposed resolution has made this a very poor first experience. I will happily update this review if the company takes responsibility and resolves the matter appropriately. Edit 13/08/26 They have promised to send out a replacement unit, after several emails explaining it is not my responsibility to chase a failed delivery. Hopefully the product will arrive shortly