Terrible experience!
Ordered a trolley over £300. They say attempted delivery but hadn’t. Twice was put on wrong sized vehicle. Finally they delivered by dumping it at my front door so I couldn’t leave my home. They didn’t even knock. I complained and was given an apology but this was passed on to someone else and I never heard from them again. When put together the sides kept falling down so have to be cable tied and there’s a chunk missing out of the wooden base. Total waste of money and stress!
In reply to your incorrect excuses.
I am housebound and am always at home. There was NOT multiple attempts off delivery there was one and I only knew there was a delivery because I saw them through my door opposite to where I sit. There wasn’t even a knock on the door. I then phoned your customer service stating they had dumped the trolley right outside my door blocking my escape if there was an emergency. If they had bothered to knock they would have been directed to the appropriate access to deliver the trolley safely. The lovely customer service gent I spoke to was very sorry for what had happened and even phoned back checking I was safe and had managed to get someone to move it out the way.
Also for your information this was 16 months ago not recent so your obnoxious reply is a little bit late. Just shows how seriously you take your customer service responsibility.
Reply from Engineered Solutions (Projects) Ltd.
Thank you for your review. My name is Paul Casebourne, owner of Engineered Solutions (Projects) Ltd, and I will respond personally to ensure the facts and the contractual position are clear.
Your delivery experience does not reflect the standards we expect, but key details are missing from your review which have led to a misleading picture of events.
To correct the record for other readers, I must refer directly to our published Terms & Conditions of Sale, which you agreed to when placing the order. These appear on every quotation, order confirmation, document and invoice we issue.
Our Terms & Conditions specify that:
- The customer must provide a suitable means of receiving the goods,
- The customer must provide a suitable means of offloading,
- The customer must inform us in advance of any access restrictions,
You did not inform us of any access issues, delivery constraints, or offloading limitations at the time of order or at any point before the first attempt.
Because the required information was not provided to us:
- Our carriers attempted delivery multiple times
- Goods were returned to depot repeatedly
- We arranged further redelivery attempts at our own cost.
On each attempt, you were either not available or the vehicle could not gain suitable access. This is exactly the scenario our Terms & Conditions are designed to prevent.
Our trolleys are industrial-grade, used by supermarkets and logistics operators across the UK. The sides do not fall down when assembled correctly.
If a component was damaged in transit, incorrectly assembled, or the unit suffered impact while being moved, we would have replaced or repaired it immediately under warranty, but you did not report any such issue directly to us.
In reply to your feedback.
Hi Trudy,
Thank you for your comments. We are not governed by Trustpilot; we are governed by five international ISO standards that exist to protect our customers, our suppliers, our investors, and our engineering processes. In accordance with those standards, your review triggered a formal non-conformance investigation.
Below is the factual record from our carrier:
11 June 2024
• Delivery attempt failed due to access restrictions relating to vehicle weight. The goods were returned to the depot.
13 June 2024
• Delivery resent on a smaller vehicle.
• The carrier phoned you with a delivery window of 11:00–12:00. You did not answer; a voicemail was left.
• On arrival, no one answered the door, so the parcel was left outside.
You didn't report this until very late on in the day after the depot had closed, however you confirmed that your neighbour had assisted.
14 June 2024
• Our customer relations team contacted you to confirm that the position was resolved.
• At no point did you mention any damage or further issues.
Your allegations on Trustpilot should have been raised directly with us at the time, when we could have acted. We were not informed of any difficulties or circumstances requiring special arrangements. Without that information, we had no opportunity to assist.
Your review was also posted on an account we believed had been closed in 2012. This is why it took time to access and respond; Trustpilot made the recovery process unnecessarily difficult.
Had you contacted us directly and reported a problem with the equipment itself, we would have dealt with it immediately and, if appropriate, issued a refund. You did not raise any concerns at the time, and it appears you kept and used the equipment. After such a long period, and with no damage reported at delivery, we do not believe your claims are correct, fair, or reasonable.
Our terms and conditions exist precisely to protect customers in situations like this, but they rely on clear communication. You had several opportunities to contact us directly, and this review platform is not a substitute for that process.
Based on our evidence and the timeline above, we consider the matter closed.
