Puckator Reviews

Name: Puckator
Address: Lowman WorksEast Taphouse, Liskeard
Rating: 4.70

4.7 Rating 1,325 Reviews

93 %

of reviewers recommend Puckator

Company Reviews

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Metrics

4.7

Based on 1,325 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	Greater than 77%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Under An Hour

Visit Website

Phone:

0800 0116969

Email:

customerservices@puckator.co.uk

Location:

Lowman WorksEast Taphouse
Liskeard
PL14 4NQ

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“No RRP shown on invoice”

Helpful Report

Posted 9 years ago

Dear Catherine Thanks for the feedback, apologies if the lack of RRP on the invoice caused you problems. We do not actually include RRP, as this can depend heavily on where the retailer is based, costs, overheads, location etc etc. We do have some guidelines though in our FAQ's in relation to RRP. These can be found here http://www.puckator.co.uk/wholesale/view_faq.php?id=15 If you need any further assistance, please let us know. Regards Matthew

Posted 9 years ago

“I love the office staff. Gave up with Rep as he did not seem interested. I prefer to deal with Debbie at shows and office staff like Kerrie. Orders are not always packed with care I have to admit. Last order was so squashed in the mug boxes had got damaged. This particular order I have a couple of issues which about to photograph, which is unusual on this range, as a whole things are about what you pay for.”

Helpful Report

Posted 9 years ago

Hi Tracey Thank you for the feedback, it's good to know that the office are giving you the service you need. With regards your rep, I have looked in to it and the problem we have is your county is currently not covered (Unfortunately it's the only one that is not covered across the UK). I will contact the two reps that do neighbouring counties and ask them to contact you. I have also asked Kerrie to put a note on your account to make sure orders are packed exceptionally well from now on. Kind Regards Matthew

Posted 9 years ago

“I have always had really good service and would have normally given five stars but I have had so many items arriving damaged which is very frustrating. Some items are packed really well but others arrive without sufficient packaging and get broken on route to me.”

Helpful Report

Posted 9 years ago

Dear Janet We are so sorry to hear about the problem you had with the last delivery, and the fact that it has happened before. This is not a problem we are encountering regularly, so I will get straight on to the warehouse manager to see why your orders seem to be problematic in terms of packaging. Rest assure, we will make sure it doesn't happen again. Regards Matthew

Posted 9 years ago

“Order arrived quickly but the boxes were ripped again. This happens on every order, the cardboard is too thin for so many items. Thankfully nothing was damaged. No Easter egg :-(”

Helpful Report

Posted 9 years ago

Hello David I am very sorry to hear about the issues with ripped boxes on your previous two deliveries, as you can see from the vast majority of our positive feedback, we pride ourselves on customer satisfaction. I am contacting our warehouse immediately to find out the reasons for this. I will make sure this isn't something that happens again. With regards the Easter Egg, the promotion exceeded our expectations and as per the terms and conditions, it was "whilst stocks last". However, look out for some goodies in your next order ! Regards Matthew

Posted 9 years ago

“Thanks for the opportunity to do this,the overall packing of the items is generally well done but the bath bombs are really brittle, of the packs I had 8 where smashed and 6 cracked. They need to be in a box not tray. Thanks again, yours sincerely John Cummings lee Hynes”

Helpful Report

Posted 9 years ago

Hello John Thank you for the feedback, I am sorry to hear that you had problems with the bathbomb packaging. These products are manufactured in the UK and this seems to be the standard packing. We have sold them for many years and it isn't a product that we have had issues with previously. Having said that, in your case you have had an issue, I will therefore pass your comments over to the warehouse manager and suggest extra packing is used for your orders in the future. Kind Regards Matthew

Posted 9 years ago

“Delivery was fine, but order had quite a few breakages”

Helpful Report

Posted 9 years ago

Dear Susan I am really sorry to hear that you had some breakages with your order. We do try very hard to pack goods to a standard that breakages are kept to an absolute minimum. However, with the kind of products we sell and the occasional over zealous delivery driver, the odd breakage can happen. If you email a list of damages to customerservices@puckator.co.uk, they will arrange replacements or a credit. Kind Regards Matthew

Posted 9 years ago

“As usual, goods still haven't arrived 10 days after the order was placed.”

Helpful Report

Posted 9 years ago

Good Afternoon Audrey. I am really sorry about this, 10 days since placing your order and still no delivery is totally unacceptable. The vast majority of orders are sent next day and almost all are received within 3 working days. As you can see from all the positive feedback we have, this really is unusual. I am going to investigate this immediately and will get back to you shortly. Regards Matthew Shaw

Posted 9 years ago

Hello Audrey After further investigation, I can confirm your order was shipped last Thursday, it should be with you today or tomorrow, unfortunately our courier does not offer next day delivery to the Channel Islands, you should be able to track delivery via the tracking number provided. You are correct that you placed the order on Friday, unfortunately we were a bit short staffed last week due to the half term holiday and this affected the despatch of a small number of orders. I have taken the liberty to upgrade your account to "Priority status" which means your orders will be sent same or next day for the foreseeable future. Once the goods have left us, Parcel Force quote 3 working days for delivery to the Channel Islands. Apologies again for the inconvenience. Regards Matthew

Posted 9 years ago

“love the stock but paid £9 95 delivery and it took 5 day to be deliverd I buy off ancient wisdom something different and its deliverd no later than 3 day if you can inprove delivery I would buy more from your company”

Helpful Report

Posted 9 years ago

Thank you for your feedback Gail. We are always working hard to get goods out as quickly as possible and our aim is to get goods dispatched within 2 - 3 working days. Sometimes at busy times like in the run up to half term orders can get a delayed and we do advise on our website it can take up to 5 working days. We do offer a priority upgrade service that puts your order to the top of the processing queue but that does have a surcharge. We are currently working on several new systems in our warehouse to speed up the dispatch process and I will pass your comments onto our warehouse and dispatch team. If you have any further queries please contact customer services. Kind regards Louise

Posted 9 years ago

“hello im a brand new customer to pukator and ordered £420 worth of goods,to be sent from cornwall to halifax west yorkshire....when my goods arrived the dpd driver turned a big sqaure box roughly onto its side to take the code for his paperwork!!!!! so when i opened the box 4 fairys of the forest had there wings broken off!!!! pukator need to have a word with senior management at the distribution centers they use and start putting" handle with care" and "FRAGILE" all over the box"s hopefully no more breakages”

Helpful Report

Posted 9 years ago

Hi Declan, thank you for your feedback, I am sorry the couriers have handled the box roughly. We work hard to pack our items so they can withstand the couriers handling of the boxes but sometimes things do get broken and we will always deal with those for you either as a credit or replacements. A member of our customer service team will be in contact with you shortly to deal with the damages for you. Kind regards Louise, Customers Services

Posted 9 years ago

“Great products however packaging takes a lot to be desired. Rips and tears in boxes. Miracle nothing had fallen out.”

Helpful Report

Posted 9 years ago

“Great products however packaging takes a lot to be desired. Rips and tears in boxes. Miracle nothing had fallen out.”

Helpful Report

Posted 9 years ago

Dear James I am really sorry you experienced less than perfect packaging for your order. We price ourself on well trained staff and top of the range packing materials, so this is a concern to us. I have raised your issue with our warehouse manager and will make sure your orders are checked by a supervisor next time. Apologies again, but great to know you liked the products. Regards Puckator

Posted 9 years ago

“I have been waiting for the camper van mugs for some months, as they were out of stock for so long I found a different supplier. This supplier is Eapollo and I buy them in boxes of 4 and they cost me £7.96 per 4, cheaper than you supply. Recently they also went out of stock but were supplied to me again within 12 days. Imagine my surprise when I found a sticker on the outer of the box of 4 which said - puckator CV23 4 assorted. Your comments on this situation are eagerly awaited!”

Helpful Report

Posted 9 years ago

Hi Lynette I am really sorry that you are less than satisfied with the some aspects of our service. If can address the issues one at a time. Firstly, in respect of the CV23 been out of stock for so long, we are aware of this issue and have been working really hard to rectify the situation. The reason for the delay has been a shortage of skilled painters in the facility that makes the mug, and also the popularity of the item. These two situations combined have made it very difficult for us to keep supply for any length of time. We are however reasonably satisfied that after sourcing an additional supplier, this situation should improve going into 2015. Secondly, in relation to e-apollo. I am not sure you are aware, but as a large importer, Puckator does supply other wholesalers and distributors across Europe, both online and offline. For a significant commitment to purchase a minimum amount of stock annually, wholesalers and distributors can apply for a "wholesaler account", certain conditions must be met. They must only supply retailers (not the consumer), significant minimum quantity per line and minimum annual spend is applicable. E- Apollo is one of these wholesalers and may have purchased significant quantity of the item mentioned, allowing them to keep stock after we have sold out. In terms of the price, Puckator is competitive and our price for CV23 is as low as £7.80 for 4 pieces. I hope this answers your query, we really do appreciate your custom. Regards Puckator

Posted 9 years ago

“Timely delivery - good prices...thought the 40 himlayan salt t-lights would be packed in 2 separate boxes rather than mixed in with incense sticks which came out rather squashed but were salvageable.”

Helpful Report

Posted 9 years ago

Hi Dawn Apologies for this, we do try to package items as economically as we can, without compromising on quality. On this occasion maybe we went to much the other way. I will talk to the warehouse manager and make sure next time the packing is improved. Regards Matthew

Posted 9 years ago

“it was the worst service I have had off you the order was due on Thursday and did not come the driver said he went to the wrong address and was not coming back so I had to wait after several complaints to dpd they said I would still have to wait until Friday so I arranged for someone to be in because I was at work . the parcel came on Friday morning one item was missing ,two were broken and a glass dish was missing now all of these were oil burners and two of them are now out of stock so yesterday I had to give refunds for the broken two. I am not very happy and I don't know if I can trust you again please can you sort this out”

Helpful Report

Posted 9 years ago

Hi Alan, Further to our phone call, I will be raising a query with our courier about the delivery service and will email you shortly regarding the credit and refund of the breakages. If you have any further queries please do not hesitate to contact me. Kind regards Louise

Posted 9 years ago

“Order placed Sunday on web site - received Friday afternoon and it was only a small carraige paid order .Not what l call a fast delivery - people like Amazon deliver within 2-3 days max ! Happy with delivery otherwise.”

Helpful Report

Posted 9 years ago

Hi Nick I am extremely sorry about this, it is not our usual turnaround time for orders to be delivered. We did have an extremely busy week last week and a few orders were delayed by a day or two. In future, if you need the goods more quickly, or have any issues with your delivery, please email me and I will make sure your goods are dispatched ASAP. We have subsequently increased staff levels in our packing area to combat this problem. Kind Regards Matthew

Posted 9 years ago

“I used to find it easy to fill a £100 order but recently it has become difficult. Firstly many products are out of stock, sometimes for many months, secondly a lot of products have gone up in price and I can now buy them cheaper elsewhere. This is not the quickest company in sending your order, I can wait up to a week, whereas another company I have found has the same minimum order, cheaper incense and cones and next day delivery. However, I still quite like the company and will continue, for now, to use them.”

Helpful Report

Posted 9 years ago

Dear Lynette Many thanks for your mostly positive feedback. I would point out that we do monitor competitor prices weekly and are generally very competitive on price. However, just to remind you we do have a "price promise" guarantee, so if you do see a cheaper price elsewhere, we will not only match it, but beat it. With regards items been out of stock, apologies if you have found this to be the case on occasion, we are working extremely hard to keep lines in stock, but I given the popularity of some of our products, we do sometimes sell out. But rest assured, we will try harder! In terms of delivery, we do offer a next day service if orders are placed before midday, so it might be worth selecting our "Priority" service next time you order. Finally, thank you for you continued support, we really do appreciate it Puckator customer service team.

Posted 9 years ago

Puckator is rated 4.7 based on 1,325 reviews