“COMMUNICATION IS KEY!!!
I cannot fault the products I purchased, once they finally turned up at the 11th hour. I suspect this was only because I sent an email cancelling my order. I could see the bad reviews stacking up and was genuinely worried your company was going under. I was going to initiate charge back through my bank, but I had a reply the next day saying my order had been despatched.
I realise this must have been a busy time for you, but it's your bread and butter, it could hardly have been a surprise. Covid may have played a part, but keeping in contact with your customers would have been the right thing to do. Instead you ignored emails and turned off your phone lines. Leaving that many people swinging in the wind was inexcuseable.
My order was for some additional light decorations, so it wouldn't have been a disaster had they not turned up. I just didn't want to lose £150 if you went into liquidation. I feel desperately sad for those that didn't get their Christmas tree orders and couldn't afford to purchase elsewhere as you had their money.
I have given you a rating of 3 stars. A half way house...5 for the products themselves, which were fantastic, 1 for your appalling customer service.”
