Tony G

Hi Tony, thanks for your positive comments regarding Lisa and the team. We appreciate you taking the time to leave this review and look forward to working with you in the future.

We take all feedback seriously; however, we would like to clarify that this review has not been left by a retail customer but by a logistics company previously engaged to ship goods to our overseas customers.

Several versions of similar reviews from this reviewer have previously been removed by Trustpilot due to factual inaccuracies and the inclusion of sensitive information relating to personal customer details.

The matter referred to in this review was initially subject to legal action. Following discussions between both parties, formal legal proceedings were stepped down, and the parties mutually agreed to enter mediation after an acknowledgement that responsibility for aspects of the situation was shared. The matter, therefore, remains ongoing and under formal mediation with legal representation on both sides, which limits what we can publicly disclose.

For transparency, our experience differed significantly from what is described:
• The USA shipment was separated during transit and arrived damaged, requiring replacement parts to be dispatched and a member of our team to travel to the United States to carry out repairs.
• The Hong Kong shipment was collected and delivered later than agreed, resulting in us providing financial compensation to our customer.
• The Canada delivery was attempted on a date when the end customer was not present, despite prior communication regarding availability.

These issues form part of the ongoing mediation process, during which responsibility and resolution are being formally reviewed. We remain committed to resolving this matter professionally and fairly.

We are happy to answer any genuine customer questions and encourage readers to consider our wider body of verified customer reviews when forming an opinion about our business.

As mediation is ongoing, we will not comment further until the process has concluded.

Update:
Since our previous response, the reviewer has amended their comments. We would therefore like to provide additional clarification for transparency.

We hold written confirmation from Trustpilot stating that a previous version of this review was removed after the reviewer declined to amend content that had been reported as defamatory and inaccurate.

Trustpilot confirmed to us:
"We reached out to the reviewer to ask them to consider editing or deleting the content you highlighted. Since the reviewer hasn't updated their review to edit or delete this content, we've removed the review from your profile page."

For clarity, the removal was not the result of repeated reporting but followed Trustpilot’s own review process and moderation decision.

The commercial dispute referenced remains subject to ongoing mediation following both parties agreeing to step down formal legal proceedings and address matters through a structured resolution process. As such, many of the claims being presented publicly are disputed and form part of that mediation.

We strongly refute statements suggesting a pattern of behaviour regarding company structures, financial conduct, or supplier relationships. These assertions are inaccurate.

We remain committed to resolving the situation professionally through the agreed legal channels rather than through public commentary.

We encourage readers to consider our extensive verified customer feedback, which reflects the genuine experiences of our customers over many years of trading.

As mediation is ongoing, this will be our final public update on the matter until the process concludes.