Express Cleaning Supplies Avis 

Réponse de Express Cleaning Supplies

9 août 2021

Good Morning Daniel,

Thank you for the honest feedback - we really appreciate the time you have taken in order to bring a couple of issues to our attention. Firstly, I would like to sincerely apologise about the lack of communication. At Express we always strive to deliver the best customer service throughout our sector, I am sorry to hear that this has not been the case with your purchase.

Unfortunately, due to staff shortages some of our standard procedures have had to be adjusted as we are working on skeleton staff in order to comply with government regulations which unfortunately would have delayed us updating the website with relevant ETAs as well as advising you of a delayed ETA after you had completed the purchase - I do apologise.

As for the quality of the call - I have escalated this to the relevant team in order to further train the individual who had taken your call, unfortunately the person who had answered the telephone was filling in as our receptionist had taken their break, this shouldn’t affect your experience.

In conclusion, I do apologise about your experience and I hope that as a local supplier we will be given another opportunity in the near future to provide you with a much smoother service.

Best Regards,
Sandra

Réponse de Express Cleaning Supplies

9 août 2021

Good Morning Scott,

Thank you for your review – we are always looking at being better in what we do and having looked into the feedback received by yourself, I can only apologise about the inconvenience which we have caused you.

I would just like to provide you with slightly more background information, we always keep Prochem machines in stock, including the model which you wanted to collect. We had a price increase via Prochem which we unfortunately had to pass onto our customers – the machine which you originally discussed with a team member over the telephone was purchased by Express from Prochem at the old price, which resulted in us being able to quote you the cheaper price. In-between the telephone call and the visit to our trade counter, that machine was unfortunately sold and therefore the only machines which we had in stock were the ones purchased at the higher price which would have resulted in us passing the cost onto you.

As for our senior management team – unfortunately around the time of the year which you have visited our counter they are in numerous meetings, forecasting, planning, etc. and looking back at their diary for the first week back I can see that they must have been in these exact meetings causing them to be unable to come to the counter and leaving the responsibility of resolving your query down to our store manager who I believe welcomed you when you arrived.

In summary – I would like to sincerely apologise about the inconvenience which we had caused you with the machine and hope to be given the opportunity one day and be able to provide you with a much better service.

Warmest Regards,
Sandra

Réponse de Express Cleaning Supplies

4 juil. 2019

Hi Elaine

I'm sorry you feel aggrieved, however we shipped your order in good time, in fact you placed it at 9.25 pm and we shipped it the next day. We cannot use Royal Mail when customers order chemicals we have to use a specialist courier service. We and our customers usually work with the couriers to get their goods dleivered in as conveninent a manner as possible.

Express Cleaning Supplies pride sitself on good service and fast dleivery as the vast majority of our reviews will testify and I'm sorry things have gone wrong with your delivery. I do not see how we could have helped in this case as we weren't aware there was a problem until after the event.

Steve
Operations

Réponse de Express Cleaning Supplies

18 avr. 2019

Hi Chris

Sorry about your issue. We were badly mislead by the manufacturers system as to the availability of the skirt you required, hence the delay. We are of course always availble on the telephone to double check availabiliy in these type of cases.

Steve
Operations