Fettercairn 2009 #1098

Dear Kirk,

Thank you for your feedback. I’m truly sorry that your order has been delayed. This is far from the standard of service we aim to provide, and I completely understand how frustrating this experience must be.

It’s especially disappointing that this was your first order with us, as we always want to make a great first impression. Unfortunately, our local courier has recently undergone a change in ownership, and we’ve experienced some unexpected teething issues as a result. While we continuously review our delivery partners and make changes where necessary, delays and issue can still arise however I appreciate that this doesn’t lessen the inconvenience caused to you.

I’d also like to apologise for the timing of our review request email. These are automatically triggered after dispatch, but I agree that receiving it before your order has arrived is not ideal, and we’re reviewing how we can improve this.

Please be assured that I am personally monitoring your delivery and will contact you directly with an update as soon as possible.

As a gesture of goodwill, I will also arrange a discount for your next order. We would really value the opportunity to restore your confidence in us and provide you with the level of service we’re known for.

Thank you again for bringing this to our attention, and for your patience.

Dear Hal,

Thank you so much for taking the time to post this review. We really appreciate it!