Zedlabz Reviews 2,087

Reply from Zedlabz

Jun 19, 2024

Hi Greg, i am sorry to hear of issues in relation to trying to cancel an order.

We monitor emails continually through the day primarily for the reason of order changes including cancellations. We dispatch orders promptly so it may not always be possible to cancel, a package might be collected before we are able to action a cancellation so we are not able to guarantee cancellations, but every effort is made to cancel if it is requested. We will at the very least always reply to any customer service email to advise that we have not been able to meet the request, we will always reply to every email we receive through to completion of the support or sales query.

I have made some initial checks as far as possible into cancellation requests and orders with your first name but i have been unable to find any evidence of an email request to cancel so far, if you could please kindly email support@zedlabz.com with your order number and email you used to contact us we will investigate further and also support you with the original request, we take this matters seriously and we will look to try and find the source of any issues to prevent a repeat issue in the future.

When you do contact our support email via the contact form or email you should receive an automatic response advising you that we have your email and what to expect from our service, including how we prioritise cancellations / order changes over all over email.

As a small business we are unfortunately not able to invest into any online self service cnacellation system, and any system like this is usually limited to a short time window before cancellations are no longer offered, our cancellations have always been handled via email through our contact form or email provided on the contact page without issues. Whilst we cannot offer an online self service system we are always looking to improve, we will look into adding a new page on the site providing clearer information on the process for cancelling or making changes which will direct customers to contacting us on a contact form or email.

I will make a request through trust pilot for your contact details and if you do respond to this request i will reach out to you for the order details to continue the investigation into this issue, alternatively you can contact us again on the support email above as mentioned.

I am sorry that this experience did not meet our usual standards on this occasion, apologies for the inconvenience caused, we will assist you further once we are able to establish contact with you.

Thank you

Kind regards

Kieran

ZedLabz

Reply from Zedlabz

Apr 16, 2024

Hi Jonathan, i am sorry to hear of your issues and dissapointment, we sadly cannot avoid damages from occuring from time to time, we do our best to avoid it, and we will support any problems that do arise.

We responded to your email on the 12 April 2024 at 18:04 GMT offering assistance for this issue. You should have also received an automatic reply prior to this advising on our support times, and what to do should you have an issue getting a response from us after 72 business hours, we have similar customer service information on our website contact page.

We provide support ETA information and alternative social media contact routes because unfortunately there are sometimes issues with emails, such as spam issues or email accounts which block certain emails. I can see the email we sent you within our email system showing as sent, email is highly reliable and 99% of emails work flawlessly, but there are still sometimes issues, through the year we do see some situations where emails hit customer spam etc, we cannot really control this, all we can do is offer some backup options to get in touch such as Instagram, and advise customers to email again to follow up.

I am going to email out to you today using a fresh email and send you a copy of the original email, i will also send it via our website platform in order to try and make sure you are getting our emails.

We always respond to customers, it is a top priority and something we do every day, at peak times it might take slightly longer, in most cases customers will receive a response within 24 business hours, we are closed at the weekends due to the smaller size of our business.

In the email we send you we asked for a bit more information and i will send this over to you again so that we can progress in helping you with the damanged screen.

Apologies for the issues you have had, we are here to help and once we can establish a two way communication on the issue we will be able to help further.

Thank you Kieran ZedLabz.