Tower Trophies Bewertungen 

Antwort von Tower Trophies

22. Aug. 2016

Thank you for taking the time to review our service which is very positive and helpful.

With regards the speed of service you chose our SNAIL service which clearly states that delivery is within 21 days. It appears that your dispatch was made 7 days after you placed your order, in ample time for your stated Presentation date of the 7th October, and 14 days sooner than expected.

We are only able to offer the LOWEST PRICED trophies on the web and FREE DELIVERY by utilising and planning our production facilities in the most efficient way, SNAIL is designed to fill the down times when no particular urgency is required.

Please be assured that the overwhelming majority of our customers select our FOUR DAY DISPATCH service which is fully tracked and delivered NEXT DAY within a 1 hour delivery window. We continue to offer this premium service FREE of charge on all orders over £85.

Antwort von Tower Trophies

15. Aug. 2016

Thank you for taking the time to review our service. Our team takes every review very seriously and any order that does not appear to receive a 5 Star service is investigated fully.

In this case you placed your order on Wednesday 3rd August for a presentation planned for Friday 12th August. When we processed your order we gave you an initial forecast delivery date of Wednesday 10th August in line with our policy of engraving and shipping in four working days. You are advised at this time that this can change, usually in relation to things beyond our control, but we always keep your stated presentation date in mind.

Our engraving department identified that you had made a mistake with the entry of your engraving instructions and contacted you to clarify your requirements. You responded after close of business on the 8th August and we acknowledged this on the 9th August. Your order was then passed for engraving and production

At this time it was judged that, despite the query regarding your engraving instructions, we would still be able to reach the original forecast date and all efforts were made to ship your order that day. Unfortunately our quality control department pulled the order at the last moment as one of the trophies did not meet our standard.

At this time you should have received a notification that this had happened - we did not do this.

The situation was exacerbated by the fact that all stocks of the rejected product were sold out and replacements were ordered for delivery on 10th August. Part of the purchase order containing this product was misdirected by our carrier and caused us a further one day delay. At this point we were aware that we would not now be able to deliver this order until 12th August which was the actual day on which you intended presenting the awards. You were advised accordingly.

Your order was completed for dispatch on the 11th August and sent on an upgraded courier service to ensure that it reached Stirlingshire, Scotland as early as possible the following day.

Your order was delivered to your home at 14;19 on Friday 12th August.

I have concluded two things.

Firstly, given the time restraints, a perfect storm of unforeseen problems took two of the 4 working days that we allow for engraving, production and dispatch which resulted in us needing to deliver on the day of Presentation which sometimes is unavoidable but is never desirable. On this occasion the ambiguity with your engraving instructions caused a delay but we were able to respond quickly to this and it did not influence the delivery date change.

Secondly, whilst we were corresponding regularly with you we missed two key notifications which would not have altered the outcome but would have kept you better informed. As a result of this we have further improved the reporting facility and given the QS department direct access to reporting.

Finally, as a team, we aim to impress every customer every time and on this occasion you judged that our service was not the 5 Star Quality that we aspire to. We are sorry that this is the case and hope you can see the lengths that we go to as part of our continuing improvement policy to ensure that it does not happen again.

We are grateful for your business and hope that you will try us again in the future