I ordered 2 heat defence blind online on 26/6, with a delivery date of 1/7. I was not advised that there was a delay on delivery due to shortage of material for the larger blind until I rang customer service querying my order. I was then told of the shortage and was told I should have been notified about the delay. I accepted this, but was disappointed at the lack of communication. My delivery date kept getting put further back. I rang again and asked could my order be separated and the in stock blind sent. This did happen and I have received one blind, the other blind is now with the courier. To say I am disappointed that such a large company as yourselves has to be asked to separate the order, and not advise of the delay in the first instance shows a complete disregard for customer service.
Comment by veluxblindsdirect.co.uk:
Thank you for sharing your feedback. I’m sorry to hear you were disappointed with your experience and apologize for the frustration caused by the delay. To clarify, we sent email updates on 7 and 8 July advising that the larger blind was delayed due to a material shortage. While these messages may have been missed, we did make every effort to notify you before your call to Customer Service on 9 July. Regarding the delivery, our standard practice is to consolidate orders to reduce duplicate journeys and minimise environmental impact. For this reason, we would not normally dispatch items separately unless requested or in exceptional circumstances. Following your request, we arranged a separate delivery for the in-stock blind, and I’m pleased to confirm that both blinds have now been delivered. We appreciate that the delay and the need to contact us for updates were disappointing, and we apologise for any inconvenience caused. Thank you for your patience. Your feedback is valued and will be shared with the relevant teams as we continue to improve our communication and processes.