Underlay Direct in reply Fortunately Floorwise arranged for a brand-new box of gripper rod which is perfect. No rust on the pins or nails no damage to the wood hopefully you have learnt something from this Treat customers with respec
I have already done a review about this company
But they decided to reply with totally false information I have added to my first review but still got no apology
It is unbelievable that a company that gives such a bad service are Rude and totally unprofessional is allowed to get a way with this
But if anyone else has had a similar experience
You can report them to trading standards
Just see how many bad reviews they have on here all they had to do was provide the service you had paid for
instead they have made a very bad service and customer care even worse with the way they have treated customers and not once on here have they apologised to any of the customers that have left reviews
Unfortunately by you lying and making out I was aggressive you think you can get away with poor customer service
I was patient and polite at all times
I will say again i have both boxes of Grippers all rusty and Damaged
So impossible for you to say I had stored them incorrectly I’m happy to take photos of both boxes and send to you then you can apologise for the terrible service
And admit you sent out rusty damaged products up to you
If I read this review I would not use your company
Reply from Underlay Direct
The response we gave to your first review is reproduced further down this page. It is not false information, it is simple fact. We did indeed provide the service you paid for - four months ago. Nonetheless, we dealt with a quality complaint after four months and sent a replacement as a gesture of goodwill - not many companies would have done that. But you are still not happy despite our best efforts.
We are neither rude nor unprofessional, but we do not tolerate aggressive behaviour either face-to-face or over the telephone. We can only assume your interpretation of good service and customer care is if somebody is prepared to tolerate aggression - we do not.
We went beyond our statutory obligations by dealing with your 'complaint' after you had delayed four months before reporting any alleged issue. We do not solicit reviews and therefore it is only the very few that we simply cannot help who leave online reviews. Thankfully thousands of customers are happy with our service.
I am sure that people reading this review will make up their own minds
THIS IS THE ORIGINAL REPLY:
It would be fair to say that most companies would not entertain a complaint of this nature after four months, but we did our best to help. We have no control over how products are stored after delivery and can accept no responsibility for any degradation of a product if not stored correctly. We consulted with our supplier to establish how best to assist, whilst checking that there were no similar complaints on this product, establishing this complaint to be of an isolated nature. It was agreed by the supplier with whom we have an excellent trading relationship that they would as a gesture of goodwill supply another box of this carpet gripper which would involve no cost to the customer, whilst we as a company would bear the freight cost of shipping the item. This would seem to have been fair all round a should have resolved the matter. The replacement gripper, from an entirely different batch, was inspected prior to despatch, to ensure that the product was of satisfactory quality.
It is not helpful when a customer telephones multiple times and plays 'he said / she said' trying to play-off one person against another and not is it helpful to adopt an aggressive tone, as experienced by both Brenda and myself (Pete). If you feel it is rude of us to take a firm stance against aggressive behaviour, then you are entitled to your opinion. We are here to help, not to be yelled at.
Thankfully, during the course of a year we serve thousands of customers, there are very few indeed whom we can not satisfy with our service and willingness to help.
UPDATE:
We have taken a screenshot of your updated review, where you accuse us of lying. That is potentially libelous and will be treated accordingly. Anyone reading your reviews will see the aggression in the way you write. Don't think we need to say any more, other that you seem not to have left any positive reviews for anybody that you have dealt with.
Thousands of satisfied customers, but there is always the odd one...........................