Annalease left us a 3 star review after claiming to have spoken to someone who was rude about a damaged dado rail, we didn't apologies or anything! Apparently we were contradicting and she's not happy at all.
This doesn't sound like the staff here so let's delve deeper into the story behind the review.
Annalease ordered on the 24th September (order below)
Victorian Dado Rail, nice choice, a classic design that looks good in any home!
Now to understand our process a bit more once an order comes in we have to manufacture it from scratch, nothing is stocked so time is of the essence to get the order made and out our factory to the customer.
Annalease opted for our standard delivery 3-7 working days so we had until 3rd of October to get this order to her. I can thankfully say the order was delivered and left safe on the 3rd so high fives all round!
Here is the delivery proof from our courier partners DX, I have to say the parcel looks very well protected.
Soon after delivery an email was received from Annalease;
Oh dear, this doesn't sound good at all, not only have they arrived broken but Annalease has had to order new dado rails from another company!
Now being online for over a decade we have seen it all and most customers who have received something damaged will get on the phone and say items damaged need some more. It was confusing to see that Annalease hadn't opted for free replacements but instead had ordered new ones the same day from another company.
Here is our response to Annalease;
In any case where a damaged product has arrived proof will need to be supplied, this is mainly so we can claim some compensation back from our courier partners.
To which she replied;
Here is the broken dado rail, well I think it is... (here are the closeup pictures Annalease uploaded)
Now at this point our spider senses are really going off, we have a customer who's received damaged products and re-ordered elsewhere on the same day and the pictures received are of some skirting board and a looks what looks like a smudge.
Below is our response to pictures provided, asking again for pictures of the damaged dado rail. Annalease was quick thinking here and did respond with another picture of a damaged board, below is the close up!
Defiantly damaged, yes no question. What's that though?? Again with a decade of experience Annalease will have to get up earlier to catch us out. We've highlighted the top left of this image as there is a web tag attached to any picture that is posted online, this tag reads; a-frame-fell-off-the-wall-and-took-a
Close up of web tag;
Now if you google this tag you will get a Reddit post about some poor bugger asking how to repair his picture frame that fell off the wall. The actual picture used was taken a year before Annlease ordered with us!
Here is the link to the exact article;
https://www.reddit.com/r/Home/comments/14dces2/a_frame_fell_off_the_wall_and_took_a_chunk_of/
If your eyesite isn't as good as mine below on the left is the picture Annalease sent us and the right is the picture off the Reddit blog.
Now putting the clues together we responded to Annlease calling her bluff, the games was over. We asked when the boards would be ready for collection so we could get them back.
Her response was;
It's sad to say this is the last email we received from Annlease but as you can see the story took another turn, partners now cut and used the boards and just wants some money back.
We then emailed her questioning her story and showed her we'd found the bogus picture online to which she responded by leaving the review.
Thankfully this is a rare occasion and 99% of customers issues are genuine.
Stay safe out there guys and as Annlease says Lets all get along!
