Chris Cowen

We appreciate you taking the time to share your feedback with us. We are always looking for ways to improve.

Dear Chris,

Thank you for your review.

We are very sorry to hear that you were not provided with the correct advice regarding the tracker and that you had experienced issues when wanting to cancel.

This is most certainly not what we wish for our customers to experience here at Radius.

Please be assured that we will be providing feedback based on your review, to ensure that we are providing a high level of customer service moving forward.

Kind regards,
The Radius Team

Hi, Many thanks for your review, we apologise that you have not had the experience you expected with Home Windows, we do pride our business on our customer service, installation and aftercare and are sorry that this has not been met to standards on this occasion.
Thank You

Hi Chris, I'm going through the 3 email chains you had with us and I am struggling to find the uncalled for reaction?

Email from you on the 28th of February: "Hi. I ordered the n5 on the 13th of February and was enquiring if you had any idea of a delivery date. It's the Chinese variant."

Our response (12 minutes later): all orders ship by the 7th March

If you have any further queries, please don't hesitate to contact us by either replying to this email or using the links provided below.

Kind regards,
Mike

Email from you on the 6th of March at 15.49: "Could you possibly give me an update of when my N5 will actually ship. A tracking number does not give this information until FedEx actually have the item."

Our response (18 minutes later): Hi there,

Your order is in pre shipment status and is currently being prepared for shipping, which includes packing the device,
attaching labels, and final quality checks, but it hasn't been handed over to the delivery carrier yet. This is a normal part of the
shipping process, and you can expect to see movement on your tracking number soon.
Please keep an eye out for a separate email containing your tracking information if you have not already received it.

If you have any further queries, please don't hesitate to contact us by either replying to this email or using the links provided below.

Kind regards,
Samantha

Your response (10 minutes later): "I'm sorry but that is an ambiguous response. You haven't given me any actual information. I ordered this on the 13th of February and there was no mention that after the tracking number was provided there would be another delay. A tracking number in normal circumstances means it has been posted. Not that a label has been printed."

Our response (2 hours later): I understand Chris, the phone was not released for sale until 2/26 so it was pre ordered at that point in time. I can not predict when the package will be picked up by FedEx, all that I am able to tell you is that they are in the process of getting your order ready to ship, and once it has been scanned at the FedEx facility the tracking will update. Please be patient as they are making their way through several hundred orders for this device alone.

If you have any further queries, please don't hesitate to contact us by either replying to this email or using the links provided below.

Kind regards,
Samantha

Your response (50 minutes later): "I appreciate what you are saying but it is misleading to promise a tracking number that is in reality just a label and does not relate to tracking at all as FedEx hadn't even received the item."

Our response (10 mins later): Hey, how is it misleading?? the timescales are very clear on the website! we add the tracking to these phones as they are so popular and Fedex will only take 50 per day from our supplier so do not QUESTION HOW WE DO THINGS.

Kind regards,
Mike

The final chain was us emailing you initially about timescales on the 6th of March at 15.46, to which you replied: "Mine was ordered on the 13th Feb and I have a tracking number but FedEx do not have the item. Can you please confirm when they will have it to actually ship."

We replied (1 1/2 hours later): order being shipped tomorrow 👍

If you have any further queries, please don't hesitate to contact us by either replying to this email or using the links provided below.


Kind regards,
Mike

We were very cordial with you across all 3 email chains, whereas your emails appear to be quite barbed, Sam tried her best to explain in great detail our process for the N5 and Mike gave you a direct answer. Neither of these approaches seemed to satisfy you.

Thank you for your feedback though, we will endeavor to try and create a 3rd approach of customer service for customers such as yourself.

We deeply regret to hear about your experience and truly value your feedback. At Pluscenter, customer satisfaction is our top priority, and we are committed to resolving any issues promptly.

Please email us at support@pluscenter.co.uk with the details of your concern, including your order number and any relevant information. Our dedicated support team will review your case and work diligently to provide a solution that meets your expectations.

Thank you for bringing this to our attention, and we look forward to assisting you!

Hi Chris, if you are unable to collect an item in person, we highly recommend to use Secure Delivery with buyer protection and payments through the Shpock app. If you are experiencing issues with a seller, please report it to us directly from within your chat and we will step in and assist you. Kind regards, your Shpock Team

Thank you for taking the time to provide us with your feedback, Chris. We're very sorry for any disappointment caused, that certainly wasn't our intention.

Our online valuations are based purely on the information you enter online. The aim of the onsite appraisal is indeed to confirm if the vehicle matches the description given online.

Within the terms of the guarantee, it does state ‘if there are any discrepancies between your car and the details you gave us, or, if during the inspection, we discover something about the car that we were not previously made aware of, we may have to make an amendment to your quote.’ It appears whilst inspecting your vehicle the description did not match that provided online. This resulted in us needing to adjust the price we could offer you.

Experience tells us damage (scratches/chips/dents) on a vehicle along with missing items do affect the value of the car and subsequently affects the resale value. Our fully trained buyers therefore always carry out a thorough inspection in order to provide an accurate price.

We use exactly the same pricing system on our website as our buyers do in branch. Therefore if the condition/details of the car entered online matches our assessment of your car, then we offer a price which matches the online valuation. However if the details provided online are not accurate this will affect the final price offered.

We've taken a closer look at this for you, however and have found that when you obtained your online valuation, you didn't input the condition of your vehicle and as such, this was recorded by our buyer at your appointment and your valuation was amended accordingly.

Thanks,
The WBAC Team

Hi Chris,
Thank you for taking the time to review us on Trustpilot. We appreciate your feedback.

Kind regards,

Ideal Boiler