trinca-ferro Reviews

Name: trinca-ferro
Address: 20 The Village 101 Amies Street, London
Rating: 4.49

4.5 Rating 810 Reviews

87 %

of reviewers recommend trinca-ferro

4.5

Based on 810 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 53%
Accurate And Undamaged Orders	Greater than 91%
Customer Service
Communication Channels	Email, Telephone

Visit Website

Email:

robert@trinca-ferro.com

Location:

20 The Village 101 Amies Street
London
SW112JW

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trinca-ferro 5 star review on 13th April 2019

Anonymous

Anonymous // 01/01/2019

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

“I still haven't received my order and it's been 7 days. Perhaps someone could contact me and let me know where my order is?”

Helpful Report

Posted 7 years ago

Hi Amy, Thanks for your review and yes this does seem strange as our orders normally reach within 72 hours of shipping so something does seem amiss here. You can always email us and we are two always only too pleased to follow up with our courier partner DHL. They do a great job for us most of the time but delivery is a process where sometimes tings can go wrong or a connection can be missed. I will chase this up with my dispatch now and give you a return ASAP. Apologies for this inconvenience. Best, Victoria Trinca-Ferro

Posted 7 years ago

“We have not received the items ordered...”

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Posted 7 years ago

Hi Laureen, Thanks for your review and so sorry you have had this issue. There were some problems with our courier partner over the last week.....it transpires some packages had post/zip codes incorrectly entered which caused a muddle and a communication issue They also say they were a bit backed up due to some global weather issues. Apologies for the unusual delay and your items will be with you this week. Best Robert Trinca-Ferro

Posted 7 years ago

“Said it was 72 hour delivery. 2 weeks later and still haven't arrived despite me following up. When queried the company described it as unusual but took no steps to rectify or speed up delivery. Very disappointed.”

Helpful Report

Posted 7 years ago

Hi Scott and thanks for your message. We are so sorry that this one has not been easy... there were some issues with the courier people and we have i fact taken steps to try to correct this and they didn't come through as they had promised us. But hands up the buck stops with us and we have already given you a credit and apologise again for this most unusual inconvenience. This is I can promise most unusual. Best, Victoria Trinca-Ferro

Posted 7 years ago

“Very poor quality metal knobs, although highly prices. All different shapes and very cheap light material. Seller didn't even bother to respond to my message. No customer service, huge disappointment”

Helpful Report

Posted 7 years ago

Thanks for your message and so surprised to hear this especially as this item etched item is one of our most popular sellers over the last few years. We always respond quickly to our customer emails so maybe there was an error in the address you sent to, what ever we are very sorry to hear that you were not fully satisfied.

Posted 7 years ago

“Seller sent the items to the wrong address and then blamed me. Shipment got lost with DHL and still he refused to credit the money back. Very dishonest. Not recommended at all”

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Posted 7 years ago

Thanks you for your message, We are always the first to apologise when we are wrong. Your case is different as you entered your old house address on your order as you well know.. and your order was sent to this address.. you have since moved yo the other side of Canada.. we tried to then divert the package through DHL and you then refused to receive. Please never return to our site as you were one of the worse customer experiences we ever had. We even had to appeal your case through Paypal.. your preferred payment method and they backed us up on this same story as you know and awarded us the payment.

Posted 7 years ago

“I was really pleased with the speed and service that the 2 samples different colours were sent to me . having chosen the colour that I required I wanted to order 32 more .so e mailed them asking if there was any discount for this quantity .and was it ok to pop the sample in the colour that I did not require through their letter box as I frequently pass their road . I added my mobile number as well as my e mail address ,to date no reply . handles were great but useless if I cannot place the full order.”

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Posted 7 years ago

Hi and thanks for your msg. Sorry there seems to be some confusion as our company address as pwr out is in a gated area and we are unable to accept personal drop offs...we would never have suggested this as we are not always in the office as a lot of our work is on the road For this we are only ever able to receive packages by mail. So sorry I am honestly not sure where you got this idea from and we have not received your package or any previos communication. Possibly you put through the wrong letter box. Please confirm the address you set as I think thonk there is so.easy confusion here. We are always good communicators and responsibilities quickly. I look forward to your return and resolving this issue Best Robert Trinca-Ferro

Posted 7 years ago

“Order place 16th May, chased Friday 20th assured it would arrive Monday up to this point service was good. However it still hasnt appeared and is still showing as processing.”

Helpful Report

Posted 8 years ago

Hi Lucy, Thanks for your review and I can only apologise profusely about this. There does seem to of have been a sequence of errors from the courier company as your post code for some unknown reason eas not being accepted on their system...I can assure you this is most unusual. I will get an exact position in the morning and more so we will make it up to you in some other way. Sorry again for this unusual delay. Best, Neelam

Posted 8 years ago

“I placed an order 3 weeks ago, and payment was taken immediately, however I am still waiting delivery of my order. I received no acknowledgement of my order, and no delivery. All I have received are apologies and assurances that the delivery will be made, however these assurances have not been fulfilled. The level of service has been very poor - I cannot comment on the standard of the product as it has not arrived.”

Helpful Report

Posted 8 years ago

Mike, I can only apologise profusely for this.. there seems to have been a weird sequence of issues with the courier...we have never had one like this before..... now it will be with you next week 100% and more so I will also credit you back as per mentioned in our email conversation Appologies again for the inconvenience Best Robert

Posted 8 years ago

“Possibly the least professional and courteous company out there, how this guy runs a business is anyones guess! Robert has a right chip on his shoulder. Either he misunderstands things easily, or blatantly doesn't care about his customer or treating them right. His staff seem alright, but the owner needs to waken up. Indeed orders will go missing that is out of their control, but how they deal with this is the difference. Customer Service goes out of the window. Untruths are told on email (he hates the 'lie' word, probably been called a liar far too often) which I will happily prove via screengrabs should this be questioned. Calling the mobile (how is this a customer service line I don't know) leads to Robert getting stroppy, more misinformation, not listening to the customer and him actually hanging up on me. Wow. How this company is still trading is anyones guess.”

Helpful Report

Posted 8 years ago

Ben it's Victoria here from Trinca-Ferro responding to your review. We do have great relations with our customers and always take on board all they say. In your case it was sadly different. Your package as you know was in a DHL van that was stolen which is a vary rare occurrence in our experience. Robert sorted out you getting a fresh package sent to you even though you were not able to get the claim number form DHL which is their standard procedure. When you called up it was just a torrent of abuse calling him a lair. What can we say... other than than we didn't steal the DHL van and we sorted it out as fast as we could. Certainly it was not an ideal situation for any of us, but good manners I think are always important. Please going forward take your custom elsewhere.

Posted 8 years ago

“Lovely product! Looks great! Well packed to keep it safe and quick delivery. Was particularly impressed with email to show products before shipment, helped reassure me they would be lovely.”

Helpful Report

Posted 8 years ago

Hi Antoinette Thanks for your kind words. Unfortunately you only rated as as one start which is effectively a bad review... I think maybe this reviews site is a bit confusing .. Maybe there is some way you can fix this.. Apologies for the inconvenience. Best regards. Trinca-Ferro

Posted 8 years ago

“Did not expect the door knobs that I ordered would actually have to be sent from India! Thought there would be a distribution centre in this country. No dispatch email was sent as stated when order was placed, so therefore, did not have a clue when my order would arrive. Waited over the 72 hours that delivery should take with no communication from the company. Decided to email customer support with a short, polite email asking for delivery information. Reply email from Robert (Sales Manager) contained tracking information for courier. Realised the tracking information did not coincide with information from the Sales Manager who also had informed me to ring the courier. The courier confirmed the information on their tracking form was correct. Basically the Sales Manger from Trinca Ferro had lied to me and blamed me for being out, as the reason for my parcel being not delivered, despite the fact I had informed him I had not left the house. He then sent me a very rude email when I informed him of this and to compound issues, he then rang me at home, not to appologise which would have been the correct and profesional way to have handled the situation, but proceeded to talk over me being extremly rude and abusive with further lies, He had a real attitude problem. ( A brief outline only of my poor customer experience with this company) As a professional business woman myself, I am totally appalled at the dreadful customer service I have received from this company. Maybe, I was unfortunate to have him handling my perfectly reasonable query and this is not a true reflection of the rest of the team. However, surely as a Manager, you would have expected him to lead by example with truly exemplary customer service. Sadly this was not the case.”

Helpful Report

Posted 8 years ago

Dear Deborah, Thank you for your feedback and I am sorry you were not happy with our customer service. I can only apologise for any misunderstanding in this situation and I would like to think this was not the intention. Also it is regrettable that your package was delayed which is actually unusual for our shipments as DHL normally hit their deadlines, but clearly not so in this case. We are proudly and Anglo Indian company and shipping our products from source enables us to offer greater variety at a far better prices which ultimately benefits our customers. So sorry again that your expectations were not met on this occasion. Thank you again for shopping with us. Victoria Trinca-Ferro

Posted 8 years ago

“I HAVE NOT RECEIVED THE GOODS YET”

Helpful Report

Posted 8 years ago

Hi Felicity, Thanks for your email and yes this does seem strange as our orders normally reach within 72 hours of shipping via our DHL courier service so something does seem amiss here. I will chase this up with my dispatch now and give you a return ASAP. Apologies for this inconvenience. Best, Robert

Posted 8 years ago

“I placed my order on 27th April, and I'm still waiting for it. I was told on 29th April, that it appears that "DHL input the incorrect postcode into their system". Not sure how this would've happened when all my details were correct on my order confirmation? Because of this, my order was sent back (would that be India?), and I could expect my order to be with me at "the start of this week, with an extra knob thrown in". I'm aware that it was bank holiday Monday yesterday...but it still hasn't arrived! My lovingly up cycled piece of furniture is still without those rather special drawer knobs! I'll let you know if they do actually arrive!”

Helpful Report

Posted 9 years ago

“I have not yet received my order so will write my review when I do!”

Helpful Report

Posted 9 years ago

Hi Anne and so sorry you have given us a low review.. your package has shipped as normal and I think DHL our courier partner must have been delayed by the extended Easter Weekend Holiday as we have has a sequence of two bank holidays. I will chase this up in the morning but I imaging your package will be out for delivery tomorrow. Best Trinca-Ferro

Posted 9 years ago

Hi Anne, updating here...... yes sorry I think Easter delayed the courier and the package should be with you by Thursday latest. Sorry for this although a little beyond our controil Best, Trinca-Ferro

Posted 9 years ago

“Excellent communication at the start, and excellent in terms of service up until despatch. The company had an excellent quality assurance protocol whereby they sent a picture of the items before despatch. At this point, I highlighted to the company that the product appears to be the wrong colour. They assured me it was the correct colour and it was the photo that made it look that way. When i received the product, it was indeed the incorrect colour. And guess what, no reply to my emails thereafter! Seems to me that once they got the money for the items, service levels just dropped to zero. My advice is to shop elsewhere, even if it costs a little more.”

Helpful Report

Posted 9 years ago

Hi Musa, Thanks for your msg and I would say that the colour is pretty much as per our site image... although this can of course vary a little from monitor to monitor. However if you were not happy we would never ignore your email and I have checked though our records and this was not received...so honestly no "Guess What..."situation here.... this is simply not our style... right or wrong we always try to resolve any situation in a satisfactory manor. And if you hadn't painted the items you could have returned and we could have certainly have swapped for something else or taken a refund. I am so sorry you were not fully satisfied. Robert Trinca-Ferro

Posted 9 years ago

“Hi - I'm very sorry, but am unable to write a review, as haven't received my delivery yet!! It should come tomorrow with any luck... I can write one then!!”

Helpful Report

Posted 10 years ago

Hi Christine, Thanks for your comment... I am here just following up our recent reviews..and yes we are sorry as there was indeed a delay with your delivery.. in fact my records show from the tracking that there was some problem with DHL and your package was delayed for two days at one of their hubs, DHL do a fantastic job 99% of the time but I am sorry if you suffered in any way due to this delay and it caused an inconvenience, If there is something I can do to make this right please drop me a line. Best regards, Robert Trinca-Ferro

Posted 10 years ago

trinca-ferro is rated 4.5 based on 810 reviews