ORDER ERRORS > NOTIFYING
AN ERROR
We aim to provide a service which offers a streamlined
trouble free way of ordering. In doing this we appreciate
that every customer placing an order has the right
to bring any errors with their order to our attention.
Before you decide to report
an error we would appreciate your reading the following
information.
ORDER ERRORS > ORDER CONFIRMATION
Every customer placing an order will receive an order
confirmation message. This message is sent to each
customer, as soon as possible, after the order is
received. Our office should be contacted if no confirmation
is received. We do not guarantee to confirm orders
which have been sent with an incorrect e-mail address,
although these orders may still go ahead if all other
details are correct.
This order confirmation will
contain a combination of your original order details
plus our amendments where certain order requests have
been changed. It may also contain a message back to
you concerning your order. We will not be responsible
for you failing to read any messages or responding
to them.
Your order confirmation confirms
your order details, acts as a receipt and the basis
of our contract, in relation to the terms & conditions
shown in our Customer Service Centre, for our handling
of your order.
If at any time you discover
an error in the details confirmed in your order confirmation
you should contact us immediately to discuss the importance
and reasons for that error and whether anything can
be done to correct the error.
ORDER ERRORS > CUSTOMER
ERRORS
We have tried to explain how our service operates,
the information required for each order, the timescale
for each delivery, the products available, the prices
for each product and many more details throughout
our Customer Service Centre information. Unfortunately
we still expect there to be customer errors.
Many customers fill in their
order forms from memory rather than checking address
details, some order details are forgotten, order forms
are not checked before sending.
We will try to check every detail
suplied on every customer order. There will be limits
on our ability to do this. Certain details may not
be checked. A good example of this wil be the card
message which will mostly be taken as sent.
ORDER ERRORS > NOTIFYING
CUSTOMER ERRORS
We will always try to notify all customers of any
order information which we consider may be in error
or contain errors. Our notification will depend upon
prevailing circumstances. We do not guarantee to bring
all errors to the attention of our customer and we
cannot be held responsible for incorrect details supplied
by our customer which we have failed to identify or
report.
ORDER ERRORS > CORRECTING
CUSTOMER ERRORS
Every effort will always be made to correct any errors
on information supplied by our customer. Where possible
and in most cases we will try to do this free of charge.
We reserve the right to make
extra charges for any such changes where the process
of making such a change results in further cost to
our service. We also reserve the right to charge where
a customer repeatedly changes information.
ORDER ERRORS > CONFIRMING
CHANGES
Where we receive a request to make changes to an order,
we will, as time allows, confirm the receipt and processing
of those changes. Most changes will be confirmed,
we do reserve the right not to confirm every detail.
ORDER ERRORS > TELEPHONE
ORDER ERRORS
Our telephone sales advisors write all your order
details onto a order pad when you place your order
by telephone. Every effort is made to listen to the
details given and to write them clearly for further
processing. You will be asked to spell some words,
especially peoples names.
Having carefully covered all
order details we do not expect to find further errors.
As we have not received a written document for the
order, we must state that the order written out at
the time of taking the telephoned order will form
the contract for the order.
Where a customer can supply
an e-mail address at the time of placing a telephoned
order we will confirm the order details as soon as
possible. The written order remains the main order.
We apologise in advance if,
despite the usual care of our telephone sales advisors,
we have processed any order details in error. Should
this be the case every effort will be made to correct
any errors as soon as we have been notified. We do
not accept responsibility for errors notified which
are inconsistent with the order written by our sales
advisor.
ORDER ERRORS > IDENTIFYING
ERRORS
We will appreciate being informed of any errors which
have resulted from our handling of your order.
Our service although automated
at the point of ordering still relies on a degree
of personal handling for your order. This can have
the advantage of identifying queries, customer errors,
lack of information, product queries and many other
important problems picked up by our trained operators.
On the other hand, on rare occasions,
it is possible to find a minimal incidence of human
error in typing and handling your order. Most orders
are checked so many times through our system that
any such errors are identified before they become
a problem.
ORDER ERRORS > REPORTING
GIFTSERVICE ERRORS
If you feel we have made an error with your order,
please check with your original order confirmation
details and consult our Customer Service Centre information
on the subject concerned.
After running these checks you
still feel there has been an error with your order,
please read the details in our section entitled "making
a complaint" see link below. Your message will
be read and investigated at the earliest opportunity
and you will receive a reply.
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