“Don’t use apc to deliver because if you work for a living they won’t deliver your parcel to a safe place that is good enough for every other delivery but not apc I even phoned them and asked them to deliver to next door and still they put a card through my door to say they couldn’t deliver. So I still do have my package So I can’t answer any of your questions because they still haven’t delivered it”
Hi Kyle,
As mentioned in our previous correspondence your order was accidentally sent with another parcel to a different customer. Because of the error you didn't receive any tracking information and we got a notification to say it had been delivered, albeit to the wrong address.
As soon as you made us aware that you hadn't received your order we issued a full refund as we could not get a replacement out to you.
We have been trying to get the parcel collected from the customer it was delivered to but have had a couple of issues made worse by coronavirus due them being located in the south east and our couriers deciding not to collect or deliver there when they went into tier 4 before Christmas.
I did offer to get the parcel delivered to you completely free of charge as a gesture of goodwill and an apology for our mistake. I tried to phone you and sent you an email offering this but got no response. I will assume from your lack of response and this review that you do not want to take us up on this offer.
Kind Regards
James Allen
Director
Hi David,
I've just had a look into this and I can see that a member of the team contacted you to apologise as soon as we realised this product was not available. But once again we are really sorry we let you down on this occasion.
We are a bricks and mortar store as well as an online store and sometimes stock control is thrown out by theft, or items having damaged barcodes etc. We do try to carry some 'buffer stock' however when we looked into it we discovered it the item had been discontinued by our supplier and was therefore not arriving when we repeatedly ordered it.
This problem does occur from time to time but we can usually get more stock from our suppliers very quickly and minimise the delay in sending products out.
I have to take exception to one of the points you made. Your order was placed around midday on the 25th November and we emailed you at 2.45pm on the same day with the bad news that it was unavailable after trying our best to get some from a couple of different suppliers.
Sorry again for the inconvenience caused,
Kind Regards
James Allen
Director @ Wigley DIY
Hi Ronald,
Thanks for your feedback. The online prices change on a regular basis depending on the time of year and competitor pricing. Obviously it takes longer to change prices physically in store so often we leave them as they are.
You should find that our online prices are competitive with large online retailers and our in store prices are competitive with large bricks and mortar businesses. We are a small family business and feel we are doing our best to compete in this ever changing retail environment.
We also factor in the vastly different overheads of running the shop and the website in our pricing strategies. This means we can also factor in the cost of delivering the item to the web price. If you add the delivery charge on to the item you mentioned the prices will be almost identical. You will also find some items that are more expensive on the website than they are in store, it really does vary from product to product.
I hope this goes some way to explaining the reasoning for the variation in prices.
Kind Regards
James Allen
Director
Hi Noel,
Thanks for the feedback, even if I would describe it as a 'mixed review!'
I hope anyone that reads your review will take the positives from it as we do try to offer good products at good prices.
We have no reason to not want to dispatch items to Northern Ireland and if we could do it profitably we would. Unfortunately I just can't get a competitive price to deliver there from any of the couriers I have spoken to. I would have to charge upwards of £25 for a small parcel which would make us too expensive. I can't send via the post office as the list of prohibited items is vast and includes many of our best selling items such as oil based paint and aerosols.
We are not a large multinational corporation, we are a small family run business and therefore do not (yet!) have the buying power to pressure the couriers into better prices.
I hope this goes some way to explaining our reasoning.
Kind Regards
James Allen
Director
Hi Nick,
Sorry to hear you are not happy with the service you received. I have spoken to the web department who explained to me the situation. I believe you are unhappy that we do not currently deliver to the Isle of Wight.
I can assure you that this is not due to a lack of ambition, but simply because we cannot service any offshore islands profitably at this time. The fees charged by all couriers except the Post Office (who we can't use for a number of reasons) charge ridiculous fees and we would lose money. That is what I would describe as inefficient and unprofessional.
We do explain this on our 'Delivery and Returns' page which is available to read before you order. I have read the email that you were sent when we explained this to you and would not describe that as unprofessional in any way.
I therefore feel your review is unfair, and by far outweighed by the number of 5 star reviews praising us for our service during this difficult time. My grandfather started this business over 50 years ago and I do not believe we would still be trading if your opinion was accurate.
Kind Regards
James Allen
Director
