Hi,
We’re sorry to hear you weren’t satisfied with your experience — but we’d like to clarify a few key points.
The error in your order was due to selecting the wrong item at checkout, and while we understand that mistakes happen, it’s important to recognise that this wasn’t caused by us.
You did email us shortly after placing your order, however, your email landed in our junk folder, which is why it wasn’t picked up immediately. Once it was identified, we responded to let you know that the order had already been dispatched — and we offered to arrange an exchange.
We’ve had no reply from you since.
We also note your repeated calls, and we acknowledge that during this period we experienced high volumes which affected our ability to answer every call. That said, claiming we are a “scam company” is not only false — it’s unfair, especially when the issue stems from a customer error and we’ve been clear in our willingness to resolve it.
We’re always happy to help when contacted, and we encourage you to reply to our previous message if you still wish to arrange an exchange.
***UPDATE 20/8***
We’ve reviewed your update and need to address several points, as your comments continue to misrepresent the facts.
Your email was unfortunately missed due to landing in our junk folder — something that can happen occasionally depending on how your email is flagged. This isn’t an "excuse", it’s simply how email systems work. Once you followed up, we located your message, apologised, and explained the return/exchange process clearly.
The dispatch email you received is system-generated, confirming your order had already left our warehouse. It doesn’t contain return instructions — because that’s handled via customer service once a request is raised, which we did when your message was finally seen.
You claim we never offered a resolution. In reality, we responded and asked how you would like to proceed. We then received no reply from you, until your recent message — at which point the return process was immediately opened.
Regarding your accusation of "scamming tactics" — we must strongly object.
1. You placed an order and received your goods.
2. We have responded and are in the process of resolving your concern.
3. We take payment upon order, which is standard practice across e-commerce.
4. We’ve been transparent and cooperative throughout.
This situation could have been resolved far more easily through direct communication, but instead, you've chosen to publicly mischaracterise a minor fulfilment issue as something far more serious. That is not fair or accurate.
We remain available to complete the return process as discussed.
Best regards,
The UKCS Group Team
