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"Ordered for a Christmas for my brother on 14 December 2015. Order acknowledged. Heard nothing from them but when I spoke to my brother in January discovered nothing delivered. No answer on any of the advertised phone numbers.

Eventually got into a "webchat" and told firstly the delay was because 1) the gift tag message was incomplete saying "a Very" (can anyone guess the rest on the 14 December order..?". When I challenged why no-one had communicated/asked (although the money had been taken quick enough, I was told they had been very busy over Xmas.

I asked when then it would be dispatched, I was informed IT WAS OUT OF STOCK ANYWAY! Further the "shop manager" was not in and new stock would not be ordered until their return. At this point I insisted on speaking to someone and (to her great credit), the sales assistant gave me a direct line. I was offered an opportunity to order something else or wait for the replacement stock. I had to ask for a refund which I now await.

Poor expectation management in promising delivery on the web site when out of stock (dishonesty).
Poor customer service in not advising customers of delays to delivery (ESPECIALLY AT XMAS) - I assume the owners and managers of course value their Xmas giving more than their customers'
Poor customer service when advertised phone lines just go unanswered.
Poor customer complaint management in deliberately misleading the customer on why the situation had arisen.

I wait to see if the refund is actually delivered.

To the owners and managers - do not leave your customer contact staff (who was doing her best I believe within the guidelines provided). I have a transcript of the web chat should you wish to see it (and can not retrieve it from your own system)- and I would be interested to hear from you as to your reaction.
"

"Easy to order and delivered quickly."

"The delivery on their side was super fast.

I had to cancel the order eventually and I got a very fast and courteous customer support."

"Perfect service; think along with the customer."

"Nae problems , it all worked splendidly."

"Beautifully & securely packed, and delivered when I expected it."

"My first attempt to order a gift for someone on line, so was a little worried, but it could not have been easier. Was also concerned that I was sending the item to Germany, still so easy to do. The instructions were clear. A First class company, The gift arrived safe and sound, and the whole experience was great . Very pleased with the whole transaction. Thank you "

"Items were easy to search for and were delivered exactly as promised. Website easy to use and full of information. I certainly will be using them again"

"A good selection at very reasonable prices, the delivery is always prompt and well packed.
Always a pleasure to buy from SMD."

"Good afternoon excellent service as always.

Thank you and Kind Regards
Kim
Lady Kim Kibble MIEx (GRAD) Of Glencoe"

"Easy to order and delivery efficient."

"It would have been great if you shipped with Parcel force and use "Convenient" collection for when someone is out.
Had to drive 10 mile round trip to collect from main PO, or could have gone 1/2 mile to local PO."