This will be a month to forget as we are currently experiencing our worst ever run of delivery issues leaving customers on the end of some shambolic delivery service failure - our last 6 shipments have been subject to late or failed deliveries, ghost surcharges & dare we say it, damage, but we want to start by saying that this is not the norm as our pieces usually arrive safely, on time & intact.

DPD/Parcel 2 Go look like they’ve lost a package to Italy after attempting to charge us with a £25 oversized surcharge for the £23 parcel delivery!

TNT/FedEx took two weeks & several attempts to deliver a Freestanding Tomcat to West London because of driver issues & another Tomcat was slightly damaged after being badly mishandled & then left on the customers doorstep without their consent.

DHL import duties & taxes for a Polecat delivered to Germany were incorrectly billed to us, not the customer.

UPS & Parcel Compare attempted to apply a ghost surcharge on a delivery to Canada & were responsible for a SixToo™ to New York being held up because of a UPS admin error, which was corrected, then unbelievably it was returned to us without any explanation after being out for delivery on the customers route with the tracking information in the screen shots below being the last update after the SixToo™ was delivered back to us 12 days after it was collected - the returned SixToo™ had beaten up packaging with accessories & fixings missing but the unit itself came through the ordeal unscathed.

A very big thank you to all of the customers affected by this situation for their understanding & patience with a special thanks to Alexandra, Claire, Layla, Fearghus & Anouk for baring with us whilst we resolve issues with service providers.

We realise this won’t be nice reading for customers who are thinking of making a purchase & who might be put off by these failings but we have not experienced this level of service failure before & hope that the flurry of recent problems represents our fair share of any future issues - we’ve already made the decision to stop using resellers like Parcel Compare for our shipments as we think that the commercial arrangements between these resellers & the courier companies is fundamentally part of the problem.

UPS & Parcel Compare have not given any explanation for their failures & we have decided to resend the SixToo™ to our customer in New York using a DHL service - we will not be using UPS for any of our deliveries moving forward because of this situation noting that the worldwide shipping rate for SixToo™ will have to revert back to the £478 DHL rate previously used at checkout.

Shipping Woes x6...