As you are aware from a recent email received, Spicers of Hythe are currently looking into using FeeFo for our customer reviews and we are very grateful that you have taken the time to respond to this email. As a small family business we take our customer feedback very seriously, both positive and negative.
When you advised us of the non-delivery of the hamper we were informed by the courier that the item had been delayed due to “unforeseen circumstances” and, as we agreed with you at the time, this was totally unacceptable.
As the hamper you ordered was then sold out and we were unable to send another as a replacement, you confirmed that you were happy for us to send a different hamper that was of greater value which is what we did. We tracked the parcel with our couriers and had a confirmed delivery.
We printed a special “birthday” card with your personalised message on this card and are now at a complete loss as to why this didn’t arrive with the hamper, unfortunately as time has now passed since the dispatch we are unable to investigate but can now only offer our most sincere apologies for this.
As a gesture of goodwill we would like to offer you a voucher for 25% off the cost of your next hamper order with us in the hopes that we may restore your faith in our company.
We will email you directly with the voucher code and to further apologise for this we will now refund the cost of the delivery for the original order back onto your card.
With kind regards
Spicers Customer Care
