The Only Retailer With A Delivery Surcharge
I’m extremely disappointed with Gutter Vac Systems. I placed an order via telephone totalling £154 which ordinarily would qualify for “free mainland delivery”. But GVS class EVERY AB postcode as “Highlands & Islands” meaning I had to unfairly pay an extra £49 delivery! GVS is the only retailer I’ve ever dealt with who classifies my postcode as remote.
I complained and GVS shifted blame onto their courier saying it was outside their control. But ultimately it is GVS who selects the courier. No other retailer charges extra for delivery to my postcode, so it is clearly unreasonable for GVS to do so. What a rip off.
I was assured my complaint would be shared with their shipping team and I would receive a response, but after over 3 weeks of waiting nothing! Due to the lack of response I sadly feel it is necessary to leave this review.
Reply from Gutter Vacuum Systems Ltd
Good morning Daniel
We’re very sorry to hear that you feel disappointed with your experience and have taken the time to leave us a one star review due to the shipping cost.
To clarify, our delivery zones, including AB postcodes, are clearly stated in our shipping zones at the foot of our website. Courier companies (not us) classify these areas within the Scottish Highlands and Islands, and unfortunately, their charges to us are higher due to the additional journey times, fuel consumption and logistical challenges involved in reaching more remote locations.
Rather than building those delivery costs into the price of our products (which would increase prices for all customers), we keep our product pricing competitive and only pass on the courier’s surcharge where it applies. This will differ due to A) the weight and dimensions of the item(s), B) the method of transport and C) the destination.
In your case, we actually sourced and used a reputable courier outside of our usual providers in order to reduce the cost as much as possible.
We apologise for any frustration caused, and we’ll review how we communicate this more clearly in our shipping terms to avoid future misunderstandings.
Kind regards
Julia Martin
Company Director
Gutter Vacuum Systems