Function18 Reviews 3,777

Reply from Function18

Oct 17, 2016

Hi Mark,

Your order landed with us at 6pm on the Friday, 2 hours late for shipping that day, so it could only leave our warehouse on the Monday.

Looking at the tracking your delivery was made at the third attempt (Friday) after two failed attempts on the Wednesday and Thursday. At this point in time, why delivery failed on the first two attempts is not known but from our perspective goods shipped on Monday that go out for delivery on the Wednesday would be classed as bang on time (It's a 48 hour service). We will of course check with Hermes as to why delivery failed twice; the last time we were left a poor review for the time taken for delivery it transpired that the customer had given us an incorrect address, so it'll be worth our while finding out.

You paid using PayPal so you are quite correct, funds are transferred immediately. We won't however be chasing PayPal for an answer as to why they don't put a delay on the transfer of funds.

By your suggestion of 'need 2 use post office deleivery', would you be referring to Royal Mail? If that's the case then we do use them but only where we absolutely have to, due to their comparatively poor customer service. We used to send all of our standard (free) deliveries with Royal Mail on their ;Tracked' service and whilst they were as good as anyone at making delivery, the tracking wasn't at all helpful, only updating when delivery had been made and if/when something went awry then their stock response of 'put a claim in' could no longer be accepted. The decision to move to Hermes was not one we took lightly but in retrospect was definitely the right one. Royal Mail are severely hampered by the legislation they have to follow, which other couriers do not; They cannot resolve any problems due to a lack of communication with their 'Post men' and a claim can only be made 28 days after delivery should've been made. In which time the goods may still be delivered, which puts the retailer in no man's land and of course the customer, like us, is infuriated and left in the dark. Whilst they have invested millions in to developing themselves into a parcel business these key issues still remain, so we will not be taking our business back to them. Thanks for your insight though.

Regards,

The F18 team

Hi Mark,

Hermes have confirmed that delivery could not be made on the Wednesday or the Thursday because there was no on in and the courier decided that there was no safe place to leave the parcel. Having looked at the property on Google earth it is apparent that the courier was correct in this decision, as he could not access the back of the property. Delivery was attempted on Wednesday at 11.18 am and and on the Thursday at 10.54 am, we are informed that on both occasions you were left a card to inform you of the failed delivery.

Given that delivery was attempted on time and the reason it failed is due to you not being at your designated address, we would ask you to reconsider your review.

Regards,

The F18 team.

Reply from Function18

Oct 13, 2016

Hi David,


Is it possible that you may have checked a different product in error? The FJ Chill Out 92613 that you purchased is still at £62.99 and as it's new season stock, so there's no possibility that it's been reduced in price.

If it's not an error then by all means send a screen grab to info@function18.com so we can look into where/how the discrepancy has arisen.

Regards,

The F18 team