Keep customers up to date on orders. I ordered two items and only one despatched. Had to send 3 emails before someone advised the other was out if stock and I still have no idea when I will get this, despite paying for it
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re sorry to hear about your experience and understand your disappointment at not receiving updates regarding the second item in your order.
We are currently experiencing exceptionally high demand for VELUX blinds across the UK and Europe, driven by the recent period of warm weather. This has resulted in delays to multiple orders.
We appreciate this is frustrating and we are working hard to dispatch affected orders as soon as possible. As soon as we have an update on when the goods will be delivered, we will of course let you know.
We appreciate your patience.
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’re sorry to hear about your experience and understand your disappointment at not receiving updates regarding the second item in your order. We are currently experiencing exceptionally high demand for VELUX blinds across the UK and Europe, driven by the recent period of warm weather. This has resulted in delays to multiple orders. We appreciate this is frustrating and we are working hard to dispatch affected orders as soon as possible. As soon as we have an update on when the goods will be delivered, we will of course let you know. We appreciate your patience.