Nick Bell to stephen.gray managing director Anglo Pacific 17 Oct (4 days ago)
Hi Stephen
I'm an unhappy customer. I have contacted Daniel Easton & Bianca Robinson several times now to resolve my problem but no joy, hence the email to you.
I recently shipped some items from UK to NZ at a cost of GBP189. My shipping reference was xxxxxx. On my quote xxxxxx it states "You will be entitled to a full refund of MONEY BACK GUARANTEE shipping charges in the event that the overall transit from collection to arrival at destination port exceeds 12 weeks, subject only to force majeure or other circumstances entirely beyond our control." The items were collected 14th July. The ship did not arrive in Christchurch port by 6th October, which is 12 weeks. So I want to claim against this guarantee.
The guarantee says nothing about being subject to other terms and conditions. Despite this, your staff have denied the claim saying that the 12 weeks starts from when they received my payment. As well as not forming any part of the guarantee, it is nonsensical for them to use this excuse anyway, which they don't seem to understand. I paid by UK bank internet transfer on 15th July. Your bank would have received the funds the same day (wrong!, doh!). This is still more than 12 weeks.
So, please approve my claim.
As a business owner I politely make two suggestions to avoid this issue in future. Firstly, the guarantee text is not very well worded, easy to fix. Secondly, the root cause of this problem was that your staff were very fast to arrange collection of my goods, but did not communicate when they were going to ship. My items sat around your warehouse for a month before dispatch. If they had actively informed me of this when I placed my order - rather than just publishing shipping shedules on your web site - all of the problems caused by the delay would have been avoided.
I look forward to receiving your positive response.
Regards, Nick Bell