Dear Philip,
Apologies that we couldn't help you on this occasion. The delivery company we use regard your postcode as 'Remote Scotland' and therefore add a surcharge onto deliveries. This is outlined in the T&C's on our Delivery/Returns info page on the website.
I understand that you may not regard yourself as remote and some other couriers wouldn't either. We have looked into other companies but your order is a good example of why we often can't use them. You ordered two aerosols which are generally classed as prohibited/restricted goods. The Royal Mail/Parcelforce wouldn't allow them for example.
We are looking into it, however we have to balance this issue with other aspects of the service we get from our current provider e.g. cost, parcel collection time, customer service.
I hope this explains a bit more about our reasoning and why it may not be as simple as it first appears. Sorry once again.
Kind Regards
James Allen
Director
“Unfortunatelly i don`t have a good experience with Wigley DIY. My order was not delivered on time using unknown not reliable carrier who give me finally information what proof me that they are not reliable if they have regular issues with staff and not only on my area. Reliable company staff not run away but keep the job. No tracking update as well. I had to ask cancel the order, return to the seller and get refund. All was delayed. Seems the seller is very tight and care only about his money, not of customers and how to please them even something went wrong and also not trust the carrier.”
Dear Mary,
We have already replied to your email and apologised privately, but once again we are really sorry that your parcel was not delivered on time. It was despatched by our web team on time as promised, but the couriers had a problem which we have explained in our email. It was beyond our control unfortunately.
However, I do take exception to your suggestion that we only care about money and that your complaint wasn't dealt with promptly. We have 4.9/5 from over 5000 reviews on this site as we aim to go above and beyond for our customers. We truly care that your parcel wasn't delivered on time. I do accept that we are also a business and our purpose is to generate a profit as well.
We also dealt with this issue as soon as it was brought to our attention. You emailed at 3.20pm on Wednesday and we replied within an hour. You replied again after our staff had left for the day and we replied first thing the next morning and processed the refund that you had requested immediately. Not much of a delay in my opinion.
In your most email to us you have said that when you have issues with other sellers 'they offer me a delivery amount refund or even full refund.' We do this sometimes too. We didn't on this occasion, not because we are 'tight' as you suggested, but we found your emails to be accusatory and rude.
I am once again sorry for the issue with your initial order, but I have no reason to apologise for any other aspect of the service you received.
Kind Regards
James Allen
Director
“After phoning and speaking to the sales department, my order was dispatched that afternoon and arrived within 24 hours. It was well packaged and I am very impressed with the service.”
“My first buy from Wigley DIY. Very professional, detailed invoice and receipt and the stools I bought were just what I ordered. Post on time and would use again,a well run family business.”
“Wigley DIY are a perfect example of how to run a family business. Always pleasant and obliging on the phone and they have an excellent web site for ordering on line. Postage is very fairly priced and arrives pronto.
Mike Harris.”
“I ordered a tin of outdoor paint at a very competitively price. It arrived the next day as promised and was expertly packaged, so I am a very happy customer. Thanks very much Wigley *****”
