“The paper itself is nice but the delivery situation was a disaster. Evri is notoriously the worst courier service in the UK. Having ordered on a Friday for next day delivery (paid extra), the parcel didn’t arrive until end of day Thursday. As a result of this, we were out of pocket several hundred pounds for having decorators on site with no materials. Deanna on the customer services team had attempted to be helpful and did eventually send out another shipment via DHL but her supervisor had told me it was not their policy to send out replacements until a full investigation with Evri had been conducted! His answer would have been to just refund me the few pounds of postage I had paid for next day delivery. Completely unacceptable. Unfortunately, the Lust experience was let down by Evri but it was frustrating enough for me not to order from them again.”
Thank you for taking time to leave a review and for the feedback to the experience!
Delays on delivery are never an ideal circumstance to face for yourself as a customer or for us as a company and we aim to provide resolution to this as soon as possible. Our reasoning for not immediately replacing the parcel would be that, we have no way to identify if this was an issue locally with the courier that would reoccur (on replacement), hence best to resolve prior to potentially causing further issues.
Once again your patience has been very much appreciated and we are glad this could be resolved with replacements delivered to you as soon as possible.
Kindest regards,
Thomas
Customer Service Team
