Amanda Richards

Hi Amanda,

Thank you for taking the time to leave a review.

I am sorry to hear that our level of service has not met your expectations on this occasion.

I have sent you an email to resolve the issue. If you have any further concerns please reply to that email.

We hope that you continue to shop with us.

Regards,
Faiza,
size? Online Reviews Team.

Please be advised that as there are multiple factors that influence the delivery process, we cannot guarantee delivery dates as things can move faster than expected sometimes, or can encounter unexpected delays. Whilst we strive to provide our customers with the most accurate delivery expectations possible, we can only provide estimates.
From reviewing your order we can see that the estimated delivery date provided is next Monday. Once shipped we will email the tracking link to you.
Please contact us directly if you would like any further help or assistance on this matter. You can do this by visiting www.wayfair.co.uk/myaccount
Wayfair UK

Hello, thank you for your feedback. I understand the team have been in touch, hopefully they will be able to assist you.

Hi, I'm sorry to hear of your poor experience and thank you for taking the time to leave your feedback.
Please be assured that every parcel and every customer is really important to us. If you need help, please visit our contact page at https://www.evri.com/help-and-support/help-centre#/ or call us on 0330 808 5456, leave us your details on a voice message, let us know if you prefer a call back or an email and one of our Customer Services team will be in touch so we can understand what went wrong.
Thank you, Charity

Dear Amanda,

Thank you for sharing your feedback with us.

We appreciate your review and want to ensure that your experience with us is nothing short of excellent.

I am happy to do a full investigation into the situation in order to understand the specifics of your experience and identify opportunities for improvement.

I will contact you personally shortly. I am dedicated to supporting you to the best of my ability.

Thank you once more for your input.

Kind regards,
Michail
Hotelgift Team

Hello Amanda,

As your previous review has been replaced with your response, I have put my initial response at the bottom, below the latest response which is:

The facts are:

1. We recommended a particular seal as a possible match and recommended you buy a sample to check it. (You chose to order other samples and make a decision based on one we hadn't recommended).

2. You then chose to order a seal which wouldn't work for your shower type and wasn't the one that we said might work and that you should purchase a sample for.

3. You ordered a cut-to-length seal which is non-returnable as it is customised to your order because if we cut it specifically to your length requirements, we can't then sell that to someone else if it is returned.

4. We gave you the correct advice in the first instance which you ignored, and then you are surprised if we are a bit frustrated to be blamed for you ordering the incorrect seal for your requirements.

My reply was a true account. It is unfortunate that your order turned out to be one that had been cut-to-length and therefore non-returnable, but if you had followed our initial advice, then you wouldn't have ordered the incorrect seal.

I feel like we did everything we could to help you establish whether we had a seal for your particular shower door (at least 5 emails were exchanged), but at the end of the day it is your responsibility to take measurements and make sure it is the correct seal. If you can't personally do this, then you probably need to ask someone to help you in situ. We cannot be expected to utlimately choose the right seal for you without all of the required information and full knowledge of your exact shower door arrangement.

Finally, I didn't expect you to send photos immediately when we spoke on the phone. I just asked if you would send photos to illustrate the problem and you didn't want to do that. We were trying to be helpful, but sometimes you just can't help someone who won't collaborate in the discussion and won't take any responsibility for ordering the wrong seal.

Sincerely,

Jonathan | Shower Seal UK


>>>>>
Hello Amanda,

We have spoken on the phone now and I have also discussed this with my colleagues who had spoken to you via email.

It is fairly clear that you were advised via email that SEAL110 was the seal that might work based on the information you had initially provided, but that you should order a sample of that before ordering the full seal. You proceeded however to order a SEAL070 against this advice.

It is due to the fact that you have a threshold with a 10mm gap that SEAL070 will not work and the reason why you were advised that SEAL110 was the one that would have a chance of working but that should be sampled first.

We have reached out to try to help you but you didn't want to provide any photos or details for us to help solve your problem, so it is impossible for us to do anything else to help you. You were clearly advised which seal would possibly work and to order a sample of that, but you decided to go against that advice and ordered something that was not going to work.

Looking back at the previous communications, you emailed us 5 times for help and to change the order, but you didn't feel it was appropriate to email us to solve your problem before leaving us a 1 star review.

As this is a cut-to-length seal, unfortunately you won't be able to return it for a refund. This is why we have our sample service and provide advice via email prior to purchases of this type.

Kind regards,

Jonathan | Shower Seal UK
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