Acid Reviews 41

Reply from Acid

Mar 14, 2023

Hi Luke,

Sorry to hear there’s an issue with the tee. Trust pilot isn’t used for customer support so please email hello@acid.co.uk with photos of the issue and the team will get it sorted for you. Alternatively please send the item back to our returns address and we’ll issue you with a refund.

Reply from Acid

Dec 10, 2022

Cheers for the review Ray much appreciated. As per our email response we send out via Royal Mail who have been on strike. Your item was shipped 5 days into the 7 day delivery guideline. If you haven’t received the item by Monday, we’ll send another one.

Reply from Acid

Updated Jun 28, 2022

Our customer service team asked you to check with your local sorting office on the 18th June, instead of getting back to them you left this review on the 20th of June. Thus leaving them with little option but to run an internal check to confirm if the item had been sent, which it had been and then referring you to our terms and conditions. We asked if this review could be removed pending further checks and whilst our customer service team rectified the issue, but you did not want us to do that.
We noted an issue on the checkout that outlined the free delivery of 24 Hour Tracked and this has since been updated for Royal Mail 24 Hour. Certainly this was an oversight on our behalf but not the reason as to why we have this current situation.

The outcome is regrettable and we need to exhaust all options for lost items before simply refunding or replacing an item for goodwill, these sent items have a value to us and we need to show due-diligence has been carried out. Generally if an issue arises we leave it to our customer car team to exert discretion rather than pushing our T&C's.

We feel this review is unjust and reflects badly on a business who has always gone above and beyond to ensure our customers are happy. We have been open and willing to find a resolution, at our own expense to do so but you have disregarded the options given to you from the customer care team.

Reply from Acid

Nov 3, 2020

Firstly thanks for your order and yes, we did have an issue with our ecom system not passing part of the order to the print department, we're sorry about this, and it wasn't intentional or beneficial for anyone involved for it to happen. I believe you were offered a full refund for the missing item as soon as we were made aware of it, but you declined.

Lead Times
In terms of the lead times, we have these all over our site; it's not location dependant. We say up to 7 working days + shipping we send via Royal Mail 24hr. You received your order in 6 working days.

The hoddie was put into the production queue on the 23rd as soon as you alerted us it was missing, it was shipped on the 28th and delivered on the 29th (4 working days)

Hoodie Quality
Regarding the hoodie, it's 280 gsm, so it's in the middle of lightweight and heavyweight. Without knowing what you expected, it's hard for us to feedback on this but there' certainly thicker than lightweight 180GSM hoodies we've tested. The print colour is a 100% match to the products on the site; it is a darker shade of red.

Overall if you're unhappy with the products in your order, please feel free to send them back for a full refund. We never set out to start Acid to sell products that make people unhappy.

Reply from Acid

Oct 26, 2020

Hi Will, Thanks for your review and feedback.

As stated on our website, the products are printed to order and take 7 working days handling time + postage by Royal Mail 24hr.

You placed your order effectively on the 23rd September, and made contact on the 2nd October which we replied to explaining one of the products failed Quality Assurance so being re-printed for you. You replied :

"No worries about the delay. Good to know you care about the quality of the items you're shipping."

You then left us a two-star review. I'm not sure what else we could do as we were inside the stipulated times for delivery and handling.