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

Questions

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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“First time ever left short an item in my order. Waiting for ‘the warehouse ‘ to get back to me! My review will remain pending until the matter is resolved to a satisfactory conclusion.”

Helpful Report

Posted 4 years ago

Hi Samantha I am very sorry to hear that you have received your order with items missing. I have checked on the progress of this and can see that this is in the process of being dealt with and we should have this issue rectified for you as we receive a response from you regarding our last email. Apologies once again. Kerrie Reynolds Customer Services Supervisor

Posted 4 years ago

“I have plaiced my order on the 31 Jan 2019, today is 9 Feb 2019 and my order is still not here. Tomorrow I have an event and half of my stock has not arrived. NOT GOOD!!!”

Helpful Report

Posted 5 years ago

Hello Elena I am very sorry to hear that you have not yet received your delivery. This order was dispatched with our couriers on February 5th so should have been delivered to you the following day. I have checked the tracking information and can see delivery has been attempted on a few different occasions but no one was available to sign for this. Our Customer service department will be in touch with you shortly regarding this. Apologies once again. Customer Services

Posted 5 years ago

“Packaging was all damaged so having to sell as seconds for reduced price. Great delivery time though”

Helpful Report

Posted 5 years ago

Hi Karen I am extremely sorry to hear that you have damaged items within your order. We will always credit or replacement any damaged items once we are notified of this so there should be no need for you to sell any products at a reduce cost. I will have our credits team get in touch with you as soon as possible. Apologies once again for any inconvenience caused. Kind Regards Kerrie Customer services supervisor

Posted 5 years ago

“I have just registered with you and had 2 deliverys and I can say they have both been bad exspeariance first one all boxes were badly smashed and bashed as I will be selling the goods in the boxes it's a bad reflection on me second delivery the items were broken 6 in total as of yet I have not had reply to email with photos attached offering me replacement and reassurance that they will arrive intact . Deborah @ malika crystals”

Helpful Report

Posted 6 years ago

Hi Deborah, I am very sorry that you are having further issues with your second delivery. I can assure you that we do always try to get deliveries to all customers without any issues, however due to the nature of our items this is not always possible and breakages can happen during transit. This is unfortunately beyond our control but our credits team will always help and resolves any of these issues as quickly as possible. Emails are normally answered within 24 to 48 working hours however i will ensure that our credits team deals with your email as soon as possible. If you have any further issues please do not hesitate to contact us on the customer services email address, customerservices@puckator.co.uk Apologies once again Kerrie

Posted 6 years ago

“Timing wise all was good, only 1 product arrived to me all smashed up and destroyed. Not good.”

Helpful Report

Posted 7 years ago

Dear Jeevan I am sorry to hear that you had a broken item in your order, we do try very hard to prevent this, but sometimes it can happen. I presume you have contacted our customer service to resolve the situation? If not, please contact us ASAP and we will send a replacement or arrange a credit. Regards Matthew

Posted 7 years ago

“We ordered with the black Friday offers and paid straight away, but the order took 5days to be processed. We accept that it is a busy time but due to us being overseas in Greece it took over 3 weeks for the order to arrive [there was a ferry strike for a few days] It would be good if deliveries outside of the UK could be taken into consideration the added delivery time and maybe picked quicker to improve the time from payment to receiving. Many thanks”

Helpful Report

Posted 7 years ago

Hi Dimitris, I am very sorry your order was delayed by 3 weeks. I will be taking this up with our courier as that is not an acceptable delivery time frame, there is no reason it should have taken this long. The average delivery time to Greece is 5 days. I will also be looking at our dispatch process in our warehouse, we do our best at busy times of year but again this is not acceptable. I will arrange for a credit and refund of your shipping charge to be issued, a member of our customer service team will email you shortly with a copy of the credit. Kind Regards and Happy New Year Louise Customer Services

Posted 7 years ago

“Mini elephant ceramic burner OB20 - we bought these under the impression they were oil burners as they were under the section 'oil burners' but 25% of them don't have a hole big enough to fit a tealight in. Later we found the listing says at the bottom that they were decorative so why are they not being sold as home ware? We rang to complain and was laughed off the phone. Complete waste of money and considering we've spent a lot of money with the company we hoped for at least an apology or goodwill gesture. Really disappointed with a company that we once trusted.”

Helpful Report

Posted 7 years ago

Dear Chloe I am really sorry with the issue you have had with the oil burner, of course if you are not 100% happy we will arrange a replacement for the item. Having spoken to Megan in our Customer Services, I believe she took your call? It seems we did offer to credit and collect the oil burner concerned, but as per company policy she requested the whole tray back? The reason for this is twofold, firstly it would be very difficult to get a part tray back in tact, as the burners would be lose. Secondly, we will take the matter up with our supplier and would need the full tray to do so. I hope this clarifies the matter? If you could please contact our customer service again, they will only be too pleased to credit the burners and arrange collection of the tray. Finally, I am terribly sorry that you feel that our customer service was not to your satisfaction today. However, you can see all the very positive feedback we get with regards our customer service on reviews.co.uk and I personally receive extremely positive feedback verbally from customers on an almost daily basis with regards out customer service team. Please feel free to contact me directly, if you should wish to discuss the above matter. Kind Regards Matthew Shaw

Posted 7 years ago

“Alot of the product wings of faith were very bad quality”

Helpful Report

Posted 7 years ago

Hi Thomas We are terribly sorry you had a problem with some of the angels, it's not an issue we have had previously. Please call our customer service urgently and they will refund or replace. Kind Regards Matthew

Posted 7 years ago

“Quality not as good as expected, overall disappointed will take a long tie to re-sell and impossible to make a profit due to poor quality.”

Helpful Report

Posted 7 years ago

Good Morning Paula Thank you for your feedback. I am extremely sorry that you feel that some of the products were received were not up to standard. If you can urgently contact our customer service department and make them aware of the issues you have, so we can look into the situation immediately. We pride ourselves on only selling quality products and as you can see from the majority of 5 star feedback we get, product quality is often mentioned a positive. Apologies for any inconvenience caused and we look forward to hearing from you Regards Matthew

Posted 7 years ago

“I was supposed to receive a phone call or email to let me know that the items I had on back order had arrived. No one contacted me. I only found out the items were in stock when I checked the website. I have managed to get some of the items but have now found that some are out of stock and that you have reduced the price a lot and are not expecting to get any more. So I am not happy.”

Helpful Report

Posted 7 years ago

Hi Gay, I am very sorry we have not been in contact with you regarding these items. I will be looking in to this today and someone from our customer service team will be in touch. Kind regards Louise

Posted 7 years ago

“Unfortunately with our first order a lot of packaging was damaged. 2 items the packaging was completely ripped. I've emailed about the damage but not had a reply. To resell the damaged items on it would have to sell way below cost.”

Helpful Report

Posted 8 years ago

Good Morning Marie I am so sorry to hear about the issues you had with some of the packing on your first order. We will of course replace the damages toy have free of charge. I am not sure when you emailed customer service? But we normally respond the same day Monday to Friday and first thing Monday if you have contacted us during the weekend. I will ask customer service to contact you immediately to arrange the replacements. Regards Matthew

Posted 8 years ago

“Although the goods are OK the way it was packed was disgusting. My boxes all damaged but luckily not the contents. It has been a long time since I ordered from Puckator and now I remember why”

Helpful Report

Posted 8 years ago

Hi Janette, I am very sorry you have had issues with the packing of your order. We have a great team in our warehouse and they are processing orders as quickly as they can at this busy time but there is no excuse for poor packaging. I will be speaking with the warehouse manager and the packer involved to discuss the issues this morning and a member of our customer service team will be in contact with you shortly for further information. Please accept my apologies for the inconvenience. Kind regards Louise

Posted 8 years ago

“Delivery by DPD is a shambles. They tried to deliver on a Saturday, our opening hours are on the door, (Mon - Fri) they then tried to re-deliver on Sunday! Because we were not there to take the parcel they informed me the parcel was delivered to a local drop off point in the middle of the town centre with no parking nearby. I also had conflicting emails about this from Puckator, who emailed to say it was going to be re-delivered Tuesday. I rang DPD on Monday, they told me the parcel was in Peterborough and would be delivered direct to us on Tuesday. Today (Wednesday) I am told its at Melton Computers. Really not happy paying carriage for it to go to the most awkward collection point in Melton!!”

Helpful Report

Posted 8 years ago

Hi Lisa, I am very sorry for the inconvenience with your order. I know my colleague has already issued a credit and refund for the carriage and sent replacements that you should receive today, but if you have any further queries please do not hesitate to contact us. Kind regards Louise

Posted 8 years ago

“Consistantly getting worse - re damaged products. Most look as though they were damaged before they were even packed, which means they cannot handle goods with care in the warehouse. They do not pack with bubble wrap either which increases the chance of damage in transit. Also, there were items missing from the parcel. Customer Service were not that bothered when I rang. Yes they were quick to refund, but there were no apologies or desire to rectify the situation so as to ensure they kept my custom. There was no partial refund of the delivery charge which I asked for considering a good third of my order was damaged or missing. Very disappointed indeed.”

Helpful Report

Posted 8 years ago

Dear Amanda I was so sorry to read your comments above. As you can see from our consistently positive feedback, this kind of service is not something we usually offer our customers. Answering your comments above. Firstly, I can tell you we do use bubble wrap where it is deemed necessary, I will contact our warehouse manager and find out what happened on this occasion In terms of product leaving our warehouse damaged, I can again tell you that the majority of the time that every item is checked prior to packing. However, if you are ordering large quantities and full cartons, then it can be difficult to check every item within a carton, especially if it contains many pieces. Yes, we do get the odd damage, it's the nature of the product we sell that occasionally some items get damaged, but it really isn't the norm for customers to get the damages you had received. Moving onto our Customer Service, as you can see from the comments from other reviewers, our customer service is excellent and I am sorry you feel on this occasion that you have been let down. I will of course have a chat with the department and see what went wrong on this occasion and make sure it does not happen again. Apologies for the inconvenience Regards Matthew Shaw

Posted 8 years ago

“Sorry to put poor, but 4 items were broken when stock arrived, but in a plus side I spoke to a lady this morning and replacements will be sent out.”

Helpful Report

Posted 8 years ago

Hi Averil Sorry that you had 4 broken items, we do try our best. Glad to know that customer service sorted this immediately and offered free of charge replacements. Hopefully next time your feedback can be more positive :) Regards Matthew

Posted 8 years ago

“The items I received were fine..although I didn't receive a 20 pack of burners and 3 burners were broken. When I rang to complain it was arranged for me to receive the damaged items and to send out the item I never received...a little bit inconvenient but overall ok...this was my first review but I'm afraid to say that overall I'm really not very happy at the service I've received, although as stated above the items not received were sent out but again 3 items out of the 20 pack were broken, I think that for a customers FIRST order from puckator several items were broken so I think that before any thing is dispatched they should be double checked, I however will not be placing anymore orders with yourselves as in my opinion first impressions last and my first impression isn't a very good one !”

Helpful Report

Posted 8 years ago

Dear Anne I am really sorry you experienced a difficulty with your order, glad to see it got resolved though. Apologies for the inconvenience. Regards Matthew

Posted 8 years ago

“My delivery arrived promptly, the box was so badly damaged when it arrived that it was covered in tape from the carriers DPD to seal it properly. Some of the goods were damaged but I never phoned Puckator as I was so appalled.”

Helpful Report

Posted 8 years ago

Hi Peter It is good to know your order arrived on time, but not acceptable that, it seems, the carriers have damaged the box and re-sealed it, without letting us know. If you can contact customer service at customerservices@puckator.co.uk and let us know of any breakages, we will of course replace the items free of charge. Apologies for the inconvenience. M Shaw

Posted 8 years ago

“I have mentioned this before, the quality of the packing boxes is very poor and they always arrive damaged with holes in them. The contents are crushed as the boxes have no strength. Delivery is very fast but I never know if the items will arrive safely.”

Helpful Report

Posted 8 years ago

Dear Dave I am really sorry you have experienced issues with our packing boxes and it seems not for the first time. It is not an area we generally have issues with, as you can see from our very positive feedback. I will address this matter with our warehouse manager urgently to make sure this is looked into. In the meantime, do you think you could supply some images of the damaged boxes, to help us get to the bottom of this matter. Regards M Shaw

Posted 8 years ago

“I have already been in contact with Lou from customer relations who has been helpful in listening to my complaint. The boxes are poor/ripped and the contents just look they have been slung into the box. many of the sand cat bags were open so they were all loose. This is the 4th time of having to report a problem with my last 4 orders. We have stopped buying breakables because we always have to report items broken. You definitely need to review your boxes and how they are packed. The goods are good - until they get packed leaving the customer - who has paid a great deal of money - to unravel the mess and make the stock look good.”

Helpful Report

Posted 8 years ago

Hi Simon, Thank you for your feedback and for sending me over the images last week. It was very helpful to see the parcels and how they arrived so I could then pass this information onto our warehouse and the packers involved. We are always looking at ways to improve our dispatch process and showing them the images helps to reinforce the importance of packing everything with care, not just the obviously fragile ones. If you have any further questions or queries please do not hesitate to contact me. Kind regards Lou

Posted 8 years ago

“Love your products in this shipment 8 were broken one missing and still wAiting for a credit note such a shame”

Helpful Report

Posted 9 years ago

Hello Barbara Thanks you for your feedback. Obviously we are devastated at our first 2 star review and just want to get to the bottom of the issue. Breakages can happen from time to time, but we pride ourselves on how we deal with these situations. Can you let me know as a matter of urgency when you reported these breakages, as I would like to get an idea of what has happened and why the credit has been delayed. Kind Regards Matthew Shaw

Posted 9 years ago

Puckator is rated 4.7 based on 1,325 reviews