Thomas

Hello,
Thank you for taking the time to share your experience with us.
We are truly sorry for the unacceptable delay with your order and, in particular, for the lack of communication and the need for you to contact us repeatedly before receiving a response. We completely understand your frustration after waiting since August 11th without your order being dispatched.
We also regret that the solution proposed to partially ship your order did not provide you with a clear enough timeframe. This is certainly not the level of service we aim to provide.
Please rest assured that our customer service team is reviewing your case and doing everything possible to find an appropriate solution as quickly as possible. We sincerely apologize for the inconvenience and disappointment caused.
Your feedback is very important to us and helps us improve both our order processing and communication with our customers.
Kind regards,
Blandine – HardGuide 🌲

Thank you for your review.

I have looked at this and regret to inform you that there is currently a delay in the stock of your order. We are working diligently to resolve this issue and will update you as soon as we have further information to share.

Products are placed on the site for sale if we either have them in stock or expect that they are due shortly, occasionally an interruption in the supply chain will cause an unexpected delay such as this one.

In the meantime, we fully understand if you prefer to cancel your order rather than wait. If you wish to do so, please let us know, and we will process the cancellation promptly. We offer this as we understand that waiting for stock can be frustrating.

We apologise for any inconvenience this may have caused and appreciate your understanding.

Best regards,

JT

Hi there, many thanks for this information, it is helpful. We aim to pay every order on the same day a device is processed but if processed after 1 pm, the payment will be next day. We communicate with every customer once the device has completed processing. Many apologies if this matter caused any confusion or inconvenience.

Hi Thomas,

Thank you for leaving your review. I'm sorry to hear that you found the sizing of your rucksack to be too small. We ask that all items are returned to us as new and in a salable condition, with the original tags attached. I'm afraid the rucksack you returned to us showed visible signs of outdoor use and was missing the tags, therefore it was not in a salable condition and we would be unable to put the bag back into stock. We will refund items that are returned to us in the same condition that they were sold.

Kind Regards,

Graham

Thanks Tom.. Well done and good luck on your weight loss

Hi Thomas

Thanks for getting in touch, and I’m so sorry to hear your card has not arrived as expected.

Having checked your order I can confirm it was dispatched on 8th December, as you’ll have seen from your dispatch email. Your order was dispatched via Royal Mail First Class Post; whilst this is a next day service, they admit a few percent of cards do take up to 3 working days to arrive.

Unfortunately it looks like your order has got caught up in that unlucky few and is taking a little longer to arrive, and as the Royal Mail offer no way of tracking their letters/cards there’s nothing we can do once they are in the postie’s hands! For this reason we only offer an estimated delivery date and we cannot guarantee next day delivery, so I’m sorry if you had this impression.

Please get in contact with us at team@thortful.com and we will do our very best to rectify this for you :)

Thanks,


The thortful Team