Grailmail Reviews 

Reply from Grailmail

Feb 23, 2023

Seans Item was dispatched within the 5 working days as detailed on the website. It was delivered the day after he wrote this review within the time frame the site provides. Nothing out of the ordinary. There was no issue other than the one the customer decided to created.

Reply from Grailmail

Jan 20, 2023

HI

I am really sorry you are disappointed with your purchase.

I respect your opinion but some of your comments are a bit heavy. You would not get cuts from running your hands on the edges nor would they damage funko boxes. These comments have nautrally caused concerns. I have tried both, rubbing the edges on my hands and rubbing the edges against the funkos and there is no damage or cuts.

They are intended to be a budget option @ £21.99 delivered for 30. If you are seeking a superior product the .6 crystal clear and scratch proof protectors are available £4 more. These are a premium protector I am surprised you did not go for these if you were seeking a premium protector. I would imagine these are still priced near most other retailers.5 protectors nevermind .6.

I am sure you will be glad to hear that I doubt I will stock them again. Take care.

Kind regards

GM

Reply from Grailmail

Updated Oct 8, 2022

Hi

We appreciate it was disappointing that your parcel was a little late this review is very unreasonable.

You purchased the item on 17/08/2022 at 10.14pm, the item was dispatched the next day 18/08/2022 via second class post record.

We emailed you informing you of the dispatch and provided you tracking. Therefore you were aware the item had been dispatched and could track its progress.

Royal mail quote 2 - 3 working days after postage so the item should have arrived by 24/08/2022. The item arrived on the day you wrote this review 25/08/2022.

Once we post items the issue is outwith our control. We would encourage buyers to show paitence. We appreciate it is fustrating when an item is late however sometimes will be late and there is nothing we can do to change that.

You must also understand that if we contact courier companies over a parcel that is a matter of days late they will simply ask us to wait.

Kind regards

Grail Mail

Reply from Grailmail

Updated Aug 9, 2022

The buyer wrote a complaint email regarding this item being late that was very short to say the least. He clearly had not read the terms before he purchased or bothered to read them before writing the complaint email.

The item was not late. The delivery page explains that dispatch aims be to one working day but can take up to five working days. The item was dispatched on working day 4 due to how busy we are – This is within the period stated on the website.

https://www.grailmail.co.uk/pages/how-we-ship

The fact he is claiming he asked a question speaks to how ignorant he is of his own behaviour, He never asked us a question. He stated we "Must have changed our delivery policy" no question, a statement to justify his rant.

If he was asking a question, then it would have been answered. He then complained about how he never bought from ebay because he thought the order would be here today, He stated 4 days had passed and he was "highly disappointed" and that he was not going to use us again.

I think most people will agree somewhat over the top. Even if the item had been dispatched within 1 working day, he was writing a complaint email at the earliest possible opportunity which really speaks to what we are dealing with here. Not to mention the fact he has come back to write a second review.

Forget the fact he could not even be bothered to read the delivery policy and was wrong. He was leaving no room for any sort of postage delay or anything perhaps going wrong. A complaint email the minute he realised the item was not out for delivery.

I wrote back explaining that our policy had not changed as he had suggested it had and the reason the policy was in place. I explained the policy and explained his deliver was not late. I explained he may have got things quicker in the past as we were less busy. I also pointed out that this was the only complaint we had received despite all the other orders being sent at the same time.

After this exchange another buyer emailed asking for an update. We happily provided this update with no confrontation and no issues. Customers write every day asking for updates with no problems.

If he had asked for a simple update, he would have got one. People ask every day; the issue is he spoke to us in a manner he would not like to be spoken to himself. He then got upset when we did not pander to this behaviour and corrected him.

There was no concerted attempt to be rude to him but rather respond to complaint email in a measured manner stating the truth. He clearly does not like the fact I stood up to him but people who act like this never do.

If we were genuinely in the wrong, I would be the first person to apologise as I did on the other occasion he referenced when our website failed to process the order correctly which causes us to miss it, however on this occasion we were not. His email and behaviour were needless, we are a small business and we will not tolerate this type of behaviour. If you are willing to dish it out, you should be willing to hear when you are wrong.

For some reason a small minority of people believe they can speak to sellers however they wish then get upset if you do not pander to them. Buying and selling is a two-way street and requires respect from both parties.

I would encourage customers to read all feedback and you will see the vast majority of people are over the moon with our service. I would also encourage you to read the buyers reviews and you will see he is a serial complainer.

Reply from Grailmail

Updated Oct 2, 2021

It's somewhat funny that the buyer pre-warned the readers that we will lightly respond, demonstrating that she was unreasonable.

We are not interested in demonstrating she is unreasonable but rather just telling the truth. The buyer has decided not to tell the truth because it's not nearly as dramatic.  

The buyer ordered on 18th September 2021  (2 weeks ago,)

The buyer wrongfully assumed it was in stock, in stock items are marked in the in stock section or noted in the description. She had not heard anything from us as the item was noted as a preorder on the listing and was in the preorder section on the site. 

The buyer emailed us on Monday 27th, 9 days after the initial order (Not 3 weeks and this was the single communication at this time) 

I had not answered by Wednesday 29th , She sent a passive aggressive email on Thursday at 4am. Telling me that she was more than a little bit annoyed,  demanding to know where the order was, detailing that we were quick enough to take her money and we had completely ignored her requests for information. She also signs her emails "I am fierce"

This does not even sound like a adult never mind someone who is "easy going" and worked in customer service for 15 years.

We answered on Thursday 30th September stating we did not understand her attitude. She had not been ignored, it was only a matter of days since she had sent the message, I explained it was a preorder and that it was on its way to us and would ship shortly.  

She emailed back Friday 1st October demanding a refund (4 emails were not sent and it did not it take 4 days)

The refund was processed today, 2nd October. We did email making her aware that the paypal fee would be deducted because it's non refundable to us as per our terms and conditions (Businesses are entitled to recover losses from a cancelation and paypal keep the fee). 

That email had nothing to do with some sort of victory. The fact she perceives it like this again speaks to the aggressive attitude and perception of events. We do not get the money paypal does, 

The message intended to make the buyer aware as she had a right to know if she did not already. Does anyone reading the review or our response, believe the buyer would not have contacted us again, demanding to know why we had reduced her refund by £1 or so. I was naturally trying to get ahead of that potential drama. 

Buying and selling is a two way street and requires respect from both parties. The buyer thinks because she has given us "her hard earned money" that entitles her to treat us however she wishes. 

The buyer writes an aggressive, unnecessary and "snotty" message to us but gets upset when she gets one back that she deems "snotty" How ironic. 

Customers write every day asking for updates with no problems. The vast majority of sales have zero issues as the reviews show. 

I would encourage people to read the bad reviews, issues are not common and the vast majority have the same theme ie customers who like to throw their weight around and lack basic manners when it comes to communicating. 

Kind regards 

GM 

Reply from Grailmail

Jun 26, 2021

Yes the item arrived with box damage, rather than send it, we wrote to you asking you if you are a box collector or not as people either care or dont care about box damage. I am not sure about your comments about options, you either dont mind a bit of box damage or you do at which point we can arrange a refund. We are locked out of our email account at the moment so I do not have access to anyones messages. If you want a refund please let us know or you are welcome to message our facebook page to discuss further.