I have written to say the wrong size blind was sent, but I have heard nothing, and this has really affected my experience. The website was good , easy to understand, order and pay. Unfortunately the returns and replacement service has been poor.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We regret that your experience with the return service was not a positive one.
Our Customer Service team did call and leave a voicemail for you today confirming the return is in hand and you should receive an email later on today from the team confirming a collection date.
Net Promoter Score is a loyalty metric used as a KPI for customer experience, measured on a scale of -100 to +100.
To calculate the NPS, we first ask customers to answer the question "How likely is it that you would recommend this company to a friend or colleague?" on a scale of 0 - 10.
Customers who answer 0 - 6 are Detractors, 7 - 8 are Passives and 9 - 10 are Promoters. The NPS is the sum of % of Promoters - % Detractors.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We regret that your experience with the return service was not a positive one. Our Customer Service team did call and leave a voicemail for you today confirming the return is in hand and you should receive an email later on today from the team confirming a collection date.