Laughable really.
Ordered a bottle of Crystal Head Vodka which arrived in good time. However, this was a limited edition and in a display box which whilst possibly disposable to some people, was a gift and intended to be displayed in such a way by a collector. However, the protective packaging had been forced in around the bottle, inside the packaging and resulted in it arriving looking like it had been kicked around the warehouse and in an awful state. I contacted customer service who informed me I had bought the last one and that a refund would be the only way to proceed unless I wanted to wait for a restock. I opted for refund and got a short sharp response tell me how to packing it and stressing the importance this. The irony was not lost on me and I've decided to just put this down to a bad experience, order elsewhere accordingly and find the whole thing amusing. Maybe look at your customer service and the word you were looking for was "sorry".
Reply from The Whisky Exchange
Dear Barry,
Thank you for taking the time to review us on Trustpilot. This is very much appreciated as customer feedback is important to us, to help us improve our service.
We understand the importance of the presentation when our products are intended for gifting or collection, and we sincerely apologize that the presentation box arrived with slight damage.
Our team has thoroughly investigated your matter and we are committed to making things right. We have offered our assistance with returning the item for a full refund, as we want you to have the best experience possible with our products.
We apologize if the communication between our team and you did not meet your standards. It is our duty to inform you that returned products that arrive damaged due to insufficient packaging may not be eligible for a refund. However, we remain dedicated to finding a solution that works for you.
Once again, we extend our apologies for any inconvenience you've experienced. If you still wish to return your item, we would be happy to refund you in full. Please feel free to use the return label sent to you previously by our team. We are here to assist you every step of the way and ensure your satisfaction with our products.
Thank you for your understanding, and we look forward to resolving this matter for you.
Kind regards,
The Whisky Exchange