Most of the orders on our website are being processed and sent out in a good way and they arrive their destination to the satisfaction of our customers. The emails we get from our customers make us so happy and encourage us to improve the quality of both our services and the products / consultance. Still, sometimes, we need to apologize for some inconveniences caused either by us or our suppliers / the companies we work with. Recently we encountered 2 such situations, and we just wanted to apologize even online(after we did so by email, personally, to these ones) regarding these inconveniences...

1. Someone orders the items on our website and we somehow send the whole order MINUS one item :( When notified, we immediately send the missing item to the customer. Unfortunately, though the courier company says that the parcel was received by the customer + signed for, the customer STILL didn't get it. It turns out, eventually, that the courier left the parcel on the property in a safe place, for the customer to find it. All in all, lots of calls, emails, enquiries, and digging into the situation.... the customer gets the fitting. Many apologies for this situation - this should not have happened like this. The courier is supposed to NOT leave the items/parcels on the property of the destination customer unless SPECIFICALLY instructed so(which we never do!)....
2. Another customer orders online and does his best to get the payment through(we arrange an alternative payment for the order, due to some situations...); when we send the items to him, and even though the courier says clearly on the website(when you track the consignment number for this delivery) that they tried to deliver the items and no one was home, the customer WAS INDEED home and somehow the courier never reached them / came around. To make the long story short, we still don't know what happened exactly, but even after some more re-delivery attempts, though we re-checked the address + there was a phone number/phone call between the courier company and the customer, the delivery wasn't yet made; the order was canceled and the items returned. Miscomunication / misinterpretation / some not-so-nice attitude from the driver, plus the "I can't wait for these items forever" - Yes, it's our loss, and the customer is unhappy as well, so we apologize again for this situation.

Most of our deliveries, as we said before, go smoothly and without any problems; sometimes though, with all our best intentions and efforts + the courier's cooperation, something somehow doesn't work out. We apologize, on our side, and we will definitely get into these issues with our courier company and see what's the solution. Thank you again for your understanding / trust and for securely ordering at www.sparksdirect.co.uk.