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ITEM HAVENT BEEN DELIVERED ON TIME DAUGHTER HAD TO MISS HER SHOW.!!!
I have ordered from saddlebank for the first time and I have to say that I am not very happy with the service I received as a first time customer. My daughters missed her show due to her helmet not arriving on time when we have paid express delivery. I have emailed the the team and all they said was they were sorry and would give my delivery fee back and 15 pound voucher.! Do they think that 15 pounds is going to cover the fact that my daughter had to cancel her show which she was very exited for. And she’s been upset since and till now I still haven’t received my item.
Reply from The Saddle Bank 6 hours ago
Thank you for your feedback, and we're truly sorry to hear how this experience has affected your daughter—we completely understand how disappointing this must have been.
Just to clarify, your order was placed at 10pm on Thursday evening. With both Friday and Monday being bank holidays, the next working day was Tuesday, which is when your order was dispatched using a next-day delivery service, as promised.
Unfortunately, the courier did not deliver on time, which is outside of our control. While we always aim to provide a service as seamless as possible we are limited by courier schedules, especially around public holidays when deliveries do not take place.
As a gesture of goodwill, we issued a full refund of your delivery charge and provided a £15 voucher to express our sincere apologies. We know that no compensation can truly make up for the disappointment of missing your daughter's show, and we are genuinely sorry for that.
We are continually working to improve our service and relationships with our couriers to reduce the chance of something like this happening again. Thank you for giving us the opportunity to address your concerns.
Best Wishes,
The Saddle Bank Team
Just to clarify, your order was placed at 10pm on Thursday evening. With both Friday and Monday being bank holidays, the next working day was Tuesday, which is when your order was dispatched using a next-day delivery service, as promised.
Unfortunately, the courier did not deliver on time, which is outside of our control. While we always aim to provide a service as seamless as possible we are limited by courier schedules, especially around public holidays when deliveries do not take place.
As a gesture of goodwill, we issued a full refund of your delivery charge and provided a £15 voucher to express our sincere apologies. We know that no compensation can truly make up for the disappointment of missing your daughter's show, and we are genuinely sorry for that.
We are continually working to improve our service and relationships with our couriers to reduce the chance of something like this happening again. Thank you for giving us the opportunity to address your concerns.
Best Wishes,
The Saddle Bank Team
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