JL West Midlands

Fri 23rd Jul 2021

Rob Scott

Wed 21st Jul 2021

Helen Avenell

Wed 21st Jul 2021

The customer service over the telephone was fantastic - really helpful both initially on advice about the product I was looking for, and latterly when I was chasing the order. However, delivery was appalling. Despite being on the Scottish mainland I had to pay the ridiculous 'Highlands & Islands' surcharge which meant my package (measuring approx. A5 envelope size) cost me £35 in delivery charges. Added to that, I ordered on Thursday afternoon and the package arrived the following Tuesday (not exactly next day delivery). I have dealt with other companies who do not add this restrictive & unfair charge to their delivery for anyone who happens to live within what is a huge postcode area, covering not only 'remote' islands but also a significant part of the Scottish mainland, and suggest that you look at other courier options. We may be a small percentage of your customers but this charge is really unacceptable. For this reason I could not recommend your company and if I had not required this product in such a hurry, I would have gone elsewhere to order.

SSP Response: 

Good morning Helen

I have looked at your order and feedback below. I am really pleased to see you were happy with the customer service and product, as we take customer satisfaction very seriously. I can see you were only charged £16.65 for delivery which we informed you at time of order. I can appreciate your frustration at the charges, but unfortunately this is the charge DPD charge us. We do not make any profit on delivery whatsoever, we just pass on our charge. As DPD class this as a Highlands delivery, it is a two day service, which is beyond our control unfortunately. The goods left us the same day we received your order. We do review our courier service regularly to make sure it is the most cost effective, but we do have to balance this with reliability, as I am sure you can appreciate. 

Thank you for your order and for taking the time to complete our survey, which is so important to make sure we are always striving for the very best service.

Have a lovely week.

Amanda Craven

Wed 21st Jul 2021