Reply from Dortech Direct

3 days ago

Thank you for taking the time to leave your feedback. We are sorry that your experience with this order did not meet expectations.

Having reviewed the correspondence relating to your order, we would, however, like to clarify several points within your review to ensure the circumstances are accurately represented.

Our records show that communication regarding this order took place via email. We have no record of the repeated telephone conversations described in your review, or of our Customer Service team advising you by telephone that we would investigate and call you back.

We do acknowledge that there were delays with your order and that communication could have been more proactive. You contacted us on 8 September regarding the status of your order and received a response the following morning. Further correspondence took place regarding the delivery address, and we subsequently provided an additional update regarding the supply delay. We fully appreciate the frustration caused by the extended delivery timescale and apologise for this.

We were also disappointed to read in your review that the silicone cartridges allegedly arrived dented and inadequately packaged. However, this is the first time we have been made aware of any damage to the goods. No damage was reported to our Customer Service team following delivery, and we were therefore not given the opportunity to investigate the packaging, review the condition of the products, or provide an appropriate resolution.

We will always do our best to resolve problems with an order, but we do need to be notified when an issue occurs in order to have the opportunity to put matters right.

We completely understand your disappointment regarding the delay and accept that aspects of the communication surrounding your order could have been better. However, we also feel it is important to clarify the points above, particularly where the review refers to telephone conversations that our records do not show took place and damage that was not reported to us prior to the review being posted.

Reply from Dortech Direct

6 days ago

We’re sorry to hear that you were unhappy with your experience.

Having reviewed your order, we can confirm that the delivery was made to the delivery address entered when the order was placed. As shown on the order confirmation below, the address provided was for TradePoint Keighley, and this is therefore where the order was sent.

As we fulfilled the order using the delivery details supplied at checkout, we would kindly ask you to review the order confirmation and, where possible, reconsider or update your review to reflect this.

We always welcome feedback and take customer reviews seriously, but in this instance, the delivery was completed in accordance with the information provided on the order.

Should you have any questions or require any further assistance, please don't hesitate to get in touch.

Reply from Dortech Direct

6 days ago

Thank you for taking the time to leave your feedback.

We completely understand your frustration and apologise for the experience you have had with this order.

Unfortunately, your order was dispatched one roll short of the quantity ordered. More importantly, this should have been communicated to you prior to dispatch so that you were aware and could make alternative arrangements if necessary.

We have raised an internal investigation to establish why this information was not communicated to you at the appropriate time, as this falls below the level of service we expect to provide our customers.

A refund for the missing roll has now been issued back to your original payment method.

We appreciate the additional inconvenience this caused, particularly as you then had to source the missing item elsewhere and return to site. Please accept our sincere apologies for the way this order was handled.

Reply from Dortech Direct

3 days ago

We’re pleased to see you have given us 4 stars.

We would just like to clarify the delivery timescale for your order. Your order was placed after our cut-off time on the Friday and was also followed by a Bank Holiday, during which we do not operate or dispatch orders.

Taking this into account, your order was delivered within the 2–5 working day delivery timeframe selected at checkout.

We do appreciate your feedback and hope to welcome you back to Dortech Direct again in the future.