Reviews for RAJAPACK UK

Dear Catherine, I sincerely apologise that we were unable to resolve this matter to your satisfaction. I understand that this has been a challenging experience for all parties involved. I regret that you felt our communication with updates did not demonstrate ownership, and I agree that, in the initial instance of delivery failure, our actions should have been more proactive in ensuring the resolution was handled as promised. While we do have existing procedures in place to alert us to delayed deliveries, there are occasions, such as yours, where we are not notified until customers bring it to our attention. Please rest assured that I have now implemented a new escalation process to address similar situations moving forward. Our resolution process will now be more proactive, with Raja taking the lead, rather than reacting to the information available, as you experienced in this instance. Regarding your refund, we did not receive your initial request or follow-up emails until Monday, as our office was closed over the weekend. Upon receipt of your request on Monday, we promptly initiated the refund process. However, our Accounts department handles requests in the order they are received, resulting in the delay you experienced. Once again, I apologise for not meeting your expectations on this occasion, and I appreciate your understanding as we work to improve our processes. Kind regards, Chantel S. Customer Services Team Leader

Thank you so much for taking the time to share your comments with us. I truly apologise for the level of service you received. Unfortunately, due to an overwhelming volume of orders and adverse weather conditions in some areas, including yours, our delivery partners encountered several challenges during this time, leading to delays for a small number of customers. I am deeply sorry that your order was affected by this situation. Please rest assured that we are taking your feedback seriously. We are committed to working more closely with our delivery partners this year, to ensure issues like this are addressed and improvements are made. Your experience is important to us, and we truly appreciate you bringing it to our attention. I also sincerely apologise for the incorrect order you received. I have personally looked into this matter, and as a result, we have provided additional training to prevent this from happening again in the future. We understand that mistakes can sometimes occur, but we strive to ensure that all orders are fulfilled correctly. Moving forward, we encourage all customers to double-check their order upon receipt, as this can help ensure everything is as expected. Once again, I’m truly sorry for the inconvenience you’ve faced, and we are working diligently to improve our service. Kind regards, Chantel. S Customer Services Teamleader

Hello, Thank you again for your time earlier; it was a pleasure speaking with you. Your feedback and patience genuinely mean a lot to us. I sincerely apologise for the challenges you experienced with your recent order. I completely understand the inconvenience this has caused. Several factors contributed to the service not meeting the high standards we strive for, but please know we are actively addressing these issues to ensure a better experience moving forward. As we discussed, I've thoroughly reviewed your journey as part of our ongoing commitment to continuous improvement. To provide further clarity: Our website is manually updated, which can sometimes cause delays in stock availability information. We are working on automating this process and are excited about the upcoming improvements. Unfortunately, due to the automatic processing of your web order, there wasn't the additional human intervention required to update you in a timely manner. This part of the process has been reviewed, and we're confident that similar delays will be minimised. Our Purchasing team informed me that the supplier had been facing delays due to the busy period you placed your order, and the communication regarding expected delivery dates did not meet our usual standards, which contributed to the inaccurate dates provided. I am truly sorry that all the differences between the products were not discussed. I've shared your experience with my team as part of our ongoing training to prevent these types of oversights in the future. I completely understand why you left a lower star rating, and I deeply regret the frustration this has caused you. We would not usually offer 10% in these circumstances; however, we appreciated that you needed to use the boxes yet wanted to offer a goodwill gesture of support. I hope your further liaison with me has offered you further reassurance. Once again, I apologise for the inconvenience, and I appreciate your understanding as we work to make things right. Thank you for your continued support, Chantel Sargeant Customer Services Team Leader

Hello, Thank you for sharing your feedback with us. I am sorry for the delay in my response. I am unable to locate any other contact from you regarding your purchase and would really like to discuss your experience further. I am sorry to learn it has not met your criteria. Feel free to contact me on 08005424428 to discuss this further. Best regards, Chantel. S Customer Services Teamleader