logsforsale.co.uk Reviews 

Reply from logsforsale.co.uk

6 days ago

Hi Ross,

Thank you for your review.

However, for accuracy, we feel it is important to clarify the circumstances surrounding your delivery and our subsequent conversation.

When placing your order online, you agreed to our standard kerbside delivery service. Following every order confirmation, we also send customers an email titled “Important Delivery Information”, which explains how deliveries operate and includes the following guidance:

Expect delivery at the closest point on your property

“Delivery is kerbside as standard. Please by all means ask the driver if he can deliver into your garage or close by, however do be prepared on the day in case he is not able to or deems it unsafe. As a general rule, we recommend that you expect the delivery to happen at the closest point on or near your property (such as the start of your drive) and that you are prepared to decant or unload at your convenience.”

Your property is situated on a rural country lane, with no driveway or kerb. There is a section of grass verge between your property and the road, and you requested that the goods be left there.

During our telephone conversation, I explained that your previous order was for a small crate weighing approximately 350–400kg. The driver was able to move it along the grass verge using a pallet trolley. However, the photograph from that delivery showed that the trolley wheels had damaged the grass and mud.

Your latest order was for 90 nets of logs, weighing approximately 900kg. I explained that, given the significantly greater weight, the driver would be unable to safely manoeuvre the pallet across the grass verge, as the trolley wheels would likely become stuck.

To find a practical solution, I looked at your location on Google Street View and identified a wider section of the lane that appeared to provide a passing place for vehicles. I suggested this as a potential delivery point, where the pallet could be left without obstructing traffic, allowing you to transfer the nets to your property.

You challenged this suggestion, explaining that you felt leaving the pallet beside the road would be dangerous and questioning how I could recommend this when I do not live there. I remained calm and explained that I was trying to find a workable solution, given the lack of driveway access and the weight of the pallet.

Ultimately, you informed me that you had rejected the delivery with the driver. I offered to arrange a redelivery at our expense, despite us being charged for both the failed delivery and the subsequent redelivery, or to cancel the order and issue a refund, less £40 to cover the cost of returning the goods.

From our perspective, we had identified a potential alternative delivery location, but you were unwilling to accept the delivery there. We respected your decision to cancel and proceeded with the refund, less the return charge.

I am sorry we were unable to deliver the logs closer to your property and that the situation resulted in the cancellation of your order. However, I did everything I reasonably could during our conversation to resolve the issue and help you receive the goods you had paid for.

I also feel it is important to address your comments regarding my conduct. I strongly disagree with your description of me as rude and unhelpful. I remained calm and professional while explaining the practical limitations and exploring solutions. Unfortunately, the conversation became increasingly confrontational, and I felt I was being spoken to aggressively despite my efforts to help.

We always aim to provide a helpful and professional service, and we believe it is only fair that the circumstances surrounding this delivery are represented accurately.

Kind regards,

Ben
Manager
Logs For Sale Ltd