VERY UPSET
I made an order. Apparently they cancelled it because another larger order came in ‘two minutes’ before mine (even though I was told on the phone that the fabric was in stock) and I received a confirmation email. I was not actually told about my order being cancelled until after I called several times to try and collect it. To date I have still not got the email telling me this, neither do I have the refund.
I called Saturday hoping to collect that day, the shop told me it would be ready to collect Monday, I also left a message with the online team. I phoned Monday, Tuesday and Wednesday. Each time they told me either it wasn’t ready or that someone would call me back. I waited a whole day each time but no one ever did, despite promising to do so.
Nice people, but having been a customer for perhaps 40 years by visiting the Burford shop. I feel really let down about how I have been treated, as my (small) order (on this occasion) seems of total inconsequence to the team.
There seems to have been no attempt to rectify matters. Even a returned call would have been polite.
Update : I contacted them immediate as per their reply below - as yet NO RESPONSE.
Antwoord van Just Fabrics
Good afternoon,
Thank you for taking the time to share your feedback. I am ever so sorry that you are disappointed with the service you have received.
I do apologise that we were unable to fulfil your order. Our warehouse team process orders in chronological order and unfortunately on this occasion, there wasn't enough stock to fulfil your order. It appears that this was due to a stock error so we do sincerely apologise for this. As a small business, we value all customers and their orders, no matter how big or small, so I want to assure you that your custom is much appreciated.
I believe I have already been made aware of this order however without any order details, I would be unable to confirm this. Please send us an email to orders@justfabrics.co.uk and I would be happy to take a look into this further.
Once again, I am sorry that you feel this way and we do hope that we can improve on your opinion of our business in the future.
Kind regards,
Mary
