Thermostatic Chrome Corner Radiator Valve (TRV) | Bi-directional 15mm x 1/2inch

Dear Ms Waybourne,  You placed an order on the night of Saturday the 5th December which we processed and dispatched the next working day that is Monday 7th with Royal Mail on a 1 to 3 working day delivery service. Upon dispatch, we have sent you its tracking details. So up to that point, we did what we needed  to do as the supplier.  Then on December 10th, which is the 3rd day after shipment, we received the confirmation from RM that your order was delivered; consequently we changed the status of your order to “delivered/complete”. But in the afternoon of the following day you emailed us to report that you had not actually received the delivery.  We responded to you within minutes to tell you of the “signed and delivered“ notice on Royal Mail’s tracking system and asked you if you could check with neighbours if they had received it as your delivery address somewhat unusual and in a rural area where couriers and postman sometimes deliver to neighbours , failing to find the original delivery address. You responded to us the same evening at 20:55 to repeat that you had not received it.    The next thing you did was to leave us a 1 star review about our service the following morning, which was not even a working day where could get a response from Royal Mail to our queries in a timely manner.  Therefore, we do not believe our service deserves 1 star on this occasion, for we did all we could , and were entrusted to do, on our end to begin with. When an issue was reported to us we took the necessary action with the courier Royal Mail which is outside of our control. This being Christmas period when many things go wrong with couriers, we immediately notified Royal Mail for an update on the next available day. But you did not even wait for us to chase the parcel up with Royal Mail and see what went wrong or whether RM delivered the parcel to a neighbour. So we do not think it is fair to do so.  This would be our original response to your feedback on Trustpilot, but then we received the following e-mail  on 14/12/2020 from you apologising for leaving a 1 star review, confirming that you have now received your parcel, and blamed Royal Mail  for the mix up.    I apologise for the 1 star rating I have received the parcel today. Royal mail lied on their report by stating that the parcel had been delivered when it had not been.  Susan Waybourne    Denis Halada ADIGE Towel Radiators

Thank you very much for such a fantastic and exiting review which fuels our drive to go the extra mile for each and every customer. We are very pleased to see that your shopping experience with ADIGE went well and beyond your expectations. It is so easy to give a negative feedback when things go the wrong way but not many shoppers would take time to write a review or feedback about their positive experience. Once again thank you very much and enjoy your warm towels. ADIGE Team.

You have the right to return the item which you are not happy with for a full refund rather than install and using it. Correct planning and proper project management should allow users to return, refund and re-order.