Copy of letter of complaint to e Foam On Tuesday 21 March I placed an on line order for a piece of foam to line my eyepiece case, the size required was 47 cm x 32 cm, and as it was less than £1 extra to order 2 pieces, I did so, together with some spray adhesive. A package arrived on Thursday 23 March, but it appeared to contain only the glue and not the foam. I contacted your company to report this and spoke to Saroz, who informed me that 2 tiny pieces of foam were in fact in the package, it turned out that the pieces of foam were in fact 47 mm x 32 mm not 47 cm x 32 cm as required. I accept that I made have made a mistake when I placed the on line order, and clicked the box for millimetres instead of centimetres, but common sense should have prevailed, and you should have first contacted me to check whether I really did want 2 pieces of foam this size, and was willing to pay around £8 for this. However it appears that instead of providing good customer service, you were far more interested in making a fast buck. In fact if you wanted to provide good customer service you should have offered to supply some foam of the correct size, as no extra cost, or just charged me for the second lot of postage. Clearly your company has never heard of the expression that ‘the customer is always right’. No withstanding these shortcomings however, I did place and paid for a new order for a piece of foam of the correct size, and because of the delay, opted for and paid for next working day delivery. This time I did receive am email confirming the order, an in particular confirming the size required, something I did not receive with my initial order, had I done so I would have realised that there had been a mix up over the size, and been able to contact you before the order was dispatched. The confirmation e mail (copy enclosed) has the time 13:40, and my order would have been place about 30 minutes earlier. However despite paying an extra £2.75 for my order to arrive the next worrking day, I received an e mail from Saroz at 14:58, stating that the order would be dispatched Friday to arrive the following Monday. In other words although my initial order for which I opted for standard postage, took 2 days for delivery, an order for which I had paid an extra £2.75 would take 4 days!. Charging extra for next day delivery and then delivering 4 days later is misrepresentation, and could be an offence under the Trade Descriptions Act, in regard to which I am considering contacting the Trading Standards Officer. The piece of foam of the correct size, did finally arrive on Monday 27 March At the very least I consider that you should at least refund me the cost of the Next Day Delivery, which you did not (forgive the pun) deliver. John Turley Yours sincerely John Turley