Norfolk Textiles - www.shop.norfolktextiles.co.uk

My goodness ... so this regurgitation continues, as the owner of this business has to have the last word.

She just cannot accept any criticism and can’t seem to understand that I didn’t get the order I requested and that it is totally unreasonable to ask a customer to pay to return the goods , when the error is not theirs .

This nonsense just doesn’t warrant any further wasted time spent on it . No doubt there will be a further response to my latest comment from the business owner .... yawn

Thank you.

Basically the customer bought a length of oilcloth. Before buying it he phoned to ask if I could cut it down to size for him. I explained that we don’t usually but if he put the required size in the box we have for delivery instructions at checkout, then we would do it. Please note there was never any charge for this, it was purely as a favour.

He didn’t write the instructions as requested but emailed me them instead. I did get the email, but had he written them where I had asked they would have been flagged up when I processed the order. Due to illness and the virus we have been understaffed and so I missed the instructions and sent him the oilcloth at the original size that he ordered.

Three weeks after receiving it he emailed to say I hadn’t cut it to the size stipulated and what was I going to do to rectify it. Given that it was just a matter of cutting a strip off I explained how to mark and cut it as it seemed simpler than sending it back. He took offence to this and seems to be under the impression that we cut it with a machine, which we don’t. The instructions I gave were exactly how I would do it, and it is no more than a five minute job.

This wasn’t good enough for him so I suggested he sent it back for me to trim and then I would pay for it to be returned back to him.

This is an exact example of how the owner of this company manipulates the truth and the efforts she goes to in defending her position rather than trying to resolve the issue . The actual FACTS are as follows :

1 When I spoke to the owner and asked if the cloth could be cut to size she said yes . No mention was ever made that it was a gesture of goodwill . I asked if it could be cut , she said yes , so on that basis I placed the order . I could have gone to other cheaper sites and ordered a standard size cloth if that is what I wanted .

2 When I spoke to the owner she said to put the size of cloth I wanted on the ‘additional comments’ section when checking out on the website . There was no additional comments section , only delivery instructions . I therefore e mailed the owner , explained this, and provided the measurements . I asked that she e mail me back to confirm she was aware of my request . This she did . She was completely aware of the measurements I had asked for by telephone call and e mail . To say otherwise is not true .

3 The cloth was ordered in advance of Mother’s Day as a gift . Once opened, I alerted the owner to her error in not cutting to the correct size immediately and on the same day .

4 The owner can’t grasp that I wanted the cloth cut to size her end so it had a clean professional finish . I didn’t want to cut the cloth myself as I could never replicate a perfect cut done by machine . This is why I specifically checked that the cloth would be cut to size by her . This was not a cheap oil cloth at £75. It is not unreasonable that I didn’t want to cut it myself .

5 The owner sees it as reasonable for me to pay postage to send the goods back to her so she can correct her error . I asked if she would cover the cost of the postage as it was being returned due to her oversight but this was refused . On that basis I just gave up and didn’t correspond any further with her , particularly as communicating with her by e mail had continued for hours with no positive outcome . The owner was not prepared to offer anything where she was inconvenienced but was happy that I should bear the cost of returning the item . I didn’t see this as reasonable .

I have been very shocked of the unwillingness of the owner to accept any responsibility for her error and deflect ownership of the problem . She really is not interested if she upsets customers . Her actions are more of a petulant child than a responsible business owner .

Cutting to a specific size is not normally something that we do. On this occasion we agreed, as a gesture of goodwill, to trim the oilcloth a little smaller, if the customer left the size required on a specific part of the website when he checked out.

This was overlooked by the customer so we didn’t get the usual alert when we came to process the order, and due to illness we were understaffed too, so for both these reasons the instructions weren’t picked up on.

The customer then left it three weeks before letting us know, and we would like to make clear that no charge was ever made for this service, and the customer actually received the oilcloth that was ordered.

When he contacted us we gave simple instructions as to how to measure and cut the excess off (it’s far easier than people think) but he wasn’t interested. Then as he wasn’t happy with that suggestion we offered to cut it and return it at our cost if he sent it back to us.

We have not had a reply.

Customer ordered 2 x 2.5 metre lengths, not one five metre length, so in fact we supplied exactly what was ordered. At no time did the customer let us know that it was a five metre length they required.

Customer ordered 2 x 2.5 metre lengths, not one five metre length, so in fact we supplied exactly what was ordered. At no time did the customer let us know that it was a five metre length they required.

So glad that you are so pleased with this.