Higgins Wall Decor Store Reviews 100

Reply from Higgins Wall Decor Store

Aug 26, 2020

Hi Steve, It was a pleasure dealing with you and supplying your order. Thank you for the project images and the project looks stunning. Regards, Higgins Team

Reply from Higgins Wall Decor Store

May 7, 2020

Hi,
Many thanks for your review. I believe we have tried to explain things on the phone with you but it seems after this review we need to explain again as we are absolutely not a scam company.
Firstly, we have not been contacted by Police Scotland or the security team at our business banking centre on any investigation into our company. There is no way Police Scotland would have said anything like that to you without us knowing of an investigation. They do not and could not know how many business bank accounts we have and the balances in them, And without a court order would not divulge any information to you otherwise they would be breaking GDPR rules.
The original order placed was to be delivered directly to the project site from the manufacturer based in the European mainland. This was explained at the time of order which was placed on 30th November2019 and not in October as mentioned in the review. We were closed for xmas between the 17th December and end of the first week in January 2020 and were unable to resolve a problem with the original consignments delivery. By the time this problem was noted on our return and admin processed to investigate the delivery failure, it was decided to send a replacement consignment. Unfortunately, when we were trying to resolve and organise the replacements the manufacturers went into lockdown. Any one reading this please understand that the lockdown in certain European countries started way before the UK entered into a lockdown.
So replacements weren't sent out and we were unable to contact the supplier to request a credit and refund on the order. This customer was obviously unhappy with the circumstances and distance selling regulation dictate we as a company need to refund him in full.
Thank fully we don't have many refunds and for situations like this we normally request a credit note from the supplier and once we have that and not the physical funds we refund the customer out of cashflow while we wait for the funds to come back to us. Due to the UK lockdown starting in our industry at the beginning of March and a few of our suppliers in Europe going into lockdown way before the UK. Our cashflow as suffered massively as a result, like thousands of other businesses in the UK.
We are unable to issue a refund out of cashflow as this is extremely limited due to the Covid 19 and we have to wait for the supplier to open to get a refund ourselves. We have actioned finance to cover business expenses and the few refunds from customers where their orders have been affected by lockdowns. This is taking a while to come through as the banks are under immense pressure with millions of companies requesting government backed loans. However, this will be resolved by end of May 2020 beginning of June when the government fund our bank for our loan application. Those expecting payments will be satisfied first before we pay any business expenses.
We are only accepting orders at the moment where we can still fulfil delivery lead times as advertised for those products and the suppliers or manufacturing bases are still open. But sales are only at 5% of normal levels caused by lockdown.
We regret that this customer has been inconvenienced and has to wait for his refund. We also sincerely apologies for what has happened. This is not a situation of our making and we are working tirelessly to resolve things. Our company is still trading with a lot of our staff on Furlough. So we are working with a Skeleton Team to keep business expenses to a minimum to get through this lockdown period of limited sales. We understand the feelings of this customer when he called us threatening to visit our offices to commit violence against us. But this situation is what it is and we WILL get a refund to him asap.
Regards
Higgins Cladding Limited

Reply to customer.
What did you expect when leaving a review like this. We have to explain what has happened and what has happened has not change the fact you have been inconvenienced and we are sorting the matter out. It takes more than a couple of sentences to explain things sometimes. We have not refused a refund and are actioning things to get this paid. You have mentioned stringing you along. When customers ask for updates we have to tell them what is happening with that matter. Whether it be a asking for a delivery update or other reasons. We are not stringing you along. The reason has always remained the same. We don't like the position we find ourselves in an it's not of our making. We are doing the best we can in very difficult circumstances.
I will be emailing you shortly. And you weren't contacted by phone after the last date you contacted us due to your threats of violence against a staff member. But as a customer we still have a duty of care to our customers and will honour the refund and pay it the second we are able to.
Regards
Higgins Cladding Team

Reply from Higgins Wall Decor Store

Apr 14, 2020

We understand the frustration and inconvenience caused to this customer re the delayed delivery and regret that he has opted to cancel his order and request a refund. However, we do need to mention a number of things in our review reply. Non of these comments are meant to take away from this one star review, but it explains things to readers.
1. Most companies charge in advance of their services.
2. When the order was placed the customer was informed that the consignment had to be delivered from mainland Europe and should be delivered within 5 working days. Covid 19 restrictions affected mainland Europe before the UK and pallet deliveries to the UK were restrictedd getting to the UK before our UK lockdown happened. It took a while for this information to filter through to us and stopped the pallet delivery getting to the UK. Once this was noticed we needed to find another delivery method to progress an order delivery. A method was found and this was to send each box by individual courier service. Unfortunately, organising this new service has taken longer than expected and as such the customer has informed us of their cancellation.
3. Customers main complaint was about communication and we can agree it could have been better. However, our company is in lockdown with offices and showrooms shut. All company phone lines are being transferred to one mobile phone and 90% of staff have been furloughed during this Covid 19 crisis. Therefore, it is taken longer than normal to reply to customers emails and requests. We apologise for this lack in communication.
4. Customer has only just cancelled today 14.4.2020 and this will be dealt with asap in the current climate.
All in all a bad service. But a service affected by the currently business environment we find ourselves in. We apologise for the inconvenience and frustration caused. However, we did not cause Covid 19 and the restrictions that have caused this matter to happen.
Regards
Higgins Team

Reply from Higgins Wall Decor Store

Apr 14, 2020

Hi,
Hard to reply to this one when the writer is Organic and we are unable to find out which order this is.
Regards
Higgins Team