Late dispatch without any communication
Even company confirmed that they would dispatch the order same day, they didn't. Kept me waiting for the parcel at delivery address for no reason. Worse than that no communication took place even though I mentioned delivery date is critical for the order... Found out via e-mail once it's dispatched the next day than its supposed to, while waiting half day... Poor communication skills. I don't think it's dispatched from their warehouse thus they have no control over the order, at least this is the case for me... Order no 17752
Reply from Direct Lighting Supplies
Hello, Ensar
Firstly, thank you very much for your order. We do appreciate your business and do everything we can to get customers their goods ASAP.
It is important though to anyone who may read your review and our reply to understand the full picture as we feel we have not delivered a 2-star experience by any means.
Your initial enquiry came to us on Friday 10th July at 10:00am, expressing urgency for 20 x 4lite 150w Highbay Fittings. We advised we didn't have full qty at our main HQ but we could send them directly from our stockist. You were ok with this and understood in the reply via live chat.
You said on Friday the last day was today 14th July for fulfilment and we offered quoting Saturday 11th July delivery, or, if ordered ASAP on the Friday we could get them to you for Monday if you were quick. We then didn't hear from you until yesterday 13th July so this reduced your delivery window considerably through no fault of ours.
The quantity then changed from 20 to 8 pieces which isn't an issue, but we asked our stockist if they could get a half-pallet out on the Friday for the initial enquiry of 20, they could.
With us then confirming the order was for 8, we handed it over for them to fulfil on our behalf yesterday soon as your order came in around 10:00AM Monday 13th July.
We haven't charged anything for an express delivery, and the cost of the goods is extremely cheap considering the brand of the item. Unfortunately, they came back to us this morning after you enquiried and said they have only just managed to dispatch it today.
I wish this wasn't the case, and we requested to get them out yesterday, but we weren't physically packing them up and sending them ourselves on this rare occasion.
Allowing extra time in future would have alleviated the chance of missing your fulfilment deadline as when you are dealing with 3rd party stock partners, couriers and other uncontrollable factors, there is no guarantee things will go smoothly 100% of the time.
Hopefully you consider using us in the future and we will do whatever we can to help meet your timeframes in future, and review pricing as a gesture of good will.
Best wishes,
Direct Lighting Supplies
