Good Morning,
I'm Nickie Fell - Head of Marketing at SuperStickers and I wanted to come back to you as soon as I saw your feedback this morning. Thanks so much for detailing your experience and I'm so sorry that you haven't received your order.
I can confirm that your order left us on 18th December on the next day delivery service you purchased and was delivered by DHL on 19th December. The delivery note says it was signed for by Jack. Frustratingly, when the orders leave our warehouse, their delivery is in the hands of the courier companies we use and in this case it seems that your parcel might have been misdelivered.
I can understand your frustration at a non-response to your email on 23rd December, particularly when seeing the Feefo reviews on the website and getting your new catalogue in the post in the holidays, so it looked like we were active at SuperStickers HQ, but in fact we'd closed for Christmas at this point, and only reopened this morning. (The feefo reviews are uploaded automatically without any intervention from my team, and the catalogue mailing was planned before we closed for Christmas). I believe my colleague in customer services has / will reply to your email this morning, including the DHL delivery photo.
If you could let us know whether you'd like a full refund or a refund for the next day delivery and the goods to be resent, we will be happy to oblige and do apologise for the frustations caused by your order.
Wishing you a very happy new year,
Nickie
