Hi Chris,
Thanks for replying so quickly - I think that your response doesn't quite help with the issue we've raised though. The information you've responded with is already in our confirmation emails.
The main issue we're raising is not about being worried our orders haven't gone through (it seems as though we've been charged and had our confirmation emails) or about DPD delivery - again, that information is already in those confirmation emails.
I think this is a frustration about not knowing when our orders will arrive or how long we'll be waiting. I've been told two very different timelines.
On the website and at the point of sale the message said:
"As soon as your items are in stock, we'll dispatch your order within 24 hours. Your order will be delivered to you via the courier DPD or to your chosen store, ready for you to collect. Covid-19 update: Where possible we will still dispatch your order within 24 hours, but some orders may take a little longer to get to you." My item was in stock and confirmed 'in stock' in my confirmation email.
But another email I had 3 days after I placed my order says:
"You will get free Monday to Friday delivery as standard on all online orders and we will try our best to deliver within 14 working days providing your order is accepted before 17:00."
I also cannot track my order to find out if I'm getting it any time soon as your tracking service doesn't seem to be working.
Personally, I would totally understand if the Covid situation was the cause of the issues - we're all trying our best right now - but then you also have a message on the website saying 'Our delivery operations are currently operating as normal with extremely good service levels right across our network'...
So it's not clear where the issue is. Should I expect delivery in 24 hours or 14 days? And are you having difficulties with the order tracker or not? Is it Covid causing delays with delivery? If so, I think it's honestly better just to be clear about it - I really think people will understand.
