Aspecto Reviews 

Reply from Aspecto

Jan 24, 2012

Hi Tessa,

Thank you for responding to Trustpilot and I am sorry you were not happy with the systems we have in place.

We offer two payment gateways both of which are secure but both Paypal and Sagepay insist that, to be covered under their indemnity, retailers must ship to the address which they approve with the payment.

If using Sagepay's platform this is usually the address to which your card is registered. Paypal on the other hand allow you to insert multiple addresses in your Paypal profile and provided you select the correct shipping address at payment then we could have shipped to your son's halls of residence if that was the address you'd selected.

We do advise in our terms and conditions and throughout the payment process that we have to follow the policies set out by the payment providers. We could decide to go against their advice but this then exposes our Company to greater risk of fraud.

We do use a signed for courier service with Parcelforce but if there is no one home at the time of delivery then a note will be left through your letterbox and you would usually be asked to collect with ID at your local Post Office. Most of our customers prefer this option to that offered by other couriers whose depots could be 20-30 miles away.

In the past we have been more flexible with our delivery arrangements but unfortunately we got our fingers burned with fraudsters who had cloned card details and the Company policy is now what is as a consequence.

Sorry
Customer Services

Reply from Aspecto

Jan 23, 2012

Hi Nathan

Thank you for the response to trustpilot, we take all negative review seriously and I have revisited your order to see what went wrong.

We actually received your goods back during the afternoon of 14/12/11 but we had already received an email from you earlier in the day asking if the goods had been received and refunded at which point in time we advised in the negative. You emailed us again on 15/12/11 asking if we had received the goods and we did advise they had been received, were being inspected and if all was in order would be refunded later that day. The refund processsed through Sagepay on 15/12/11 at 1109hrs.

We do not advise that we will contact customers upon receipt of goods into our warehouse and logistically don't have the manpower to perform that function at such a busy time of year but your refund was completed within 18hrs of receipt of your goods. You did email again on 22/12/11 to say no refund had been received at which point we sent a screen shot of the refund clearly confirming the date and time of the refund transaction.

Once we have completed a refund it is up to your card issuer as to how long it takes them to allocate the sum back to your account but this time scale is outside our control. I have to say that my staff responded to all your email queries and I disagree that the refund was prolonged as it was completed within 18hrs of receipt.

Regards
Customer Services