Scott M

We’re sorry to hear that your delivery experience fell short of expectations and that you had difficulty contacting our customer service team.

If you no longer wish to keep the item, you have the right to cancel your order and return it in line with our returns policy. You have 14 days from receiving the item to notify us of your intention to return it or to submit a returns form available on our website.

Please contact our customer service team with your order details so we can advise you on the next steps. We apologise for the inconvenience caused.

Hello Scott. Thank you for sharing your experience. We’re very sorry to hear about the delay with your dog food order and the lack of communication, we completely understand how frustrating this must have been, especially when you rely on timely deliveries for your pet’s needs.

The date change you mentioned is clearly incorrect and not acceptable. We’re reviewing our systems and processes to ensure this doesn’t happen again and that customers receive accurate updates and reliable service. Thank you for bringing this to our attention, your feedback is invaluable in helping us improve. Best wishes, Steph.

Scott, we hear you. 😔

Here's where things stand: your Mila Air Mini has arrived in the UK but is currently held for customs examination, which is outside our direct control. We expect the shipment to clear and arrive at the warehouse next week, with orders beginning to ship the week of December 15. You'll receive a tracking email as soon as yours ships.

If you'd like a live update on your specific order in the meantime, please reach out at support@milacares.com.

Hi Scott.

Thanks for taking the time to give us some feedback.

We’re sorry to hear about your item arriving in this way. This was really
disappointing to hear, and we’d love the opportunity to discuss this further.

I’ve gone ahead and dropped you a message via email with a subject line of ‘Your
Recent Trustpilot Review’. 

If you can reply to this our team would love to get to the bottom of this issue
and help you further. 

The situation you’ve described is not the type of service to expect when
shopping at Flannels.

Kind Regards,
Amber 
Customer Service Advisor

Hi Scott, thanks for taking the time write a review, we're really pleased that you're loving banking with us. Thanks - Andrew

Hi Scott, thank you so much for your kind words. We love hearing all the suggestions you'd like to see in future updates, make sure you keep an eye on the 'What's new' section on the Mobile App so you're up-to-date with all our newest features! -Kelly

Thank you, Mr S. Having amazing customers like you makes delivering excellent service easy! If you haven't already have a look at what you can do on our App https://firstdirect.hsbc/62044MIbuq . -Nick

Hi Scott,

Thanks for your review. Sorry you were unhappy with your experience, I've checked our records and I can see that you were sent a couple of emails confirming that we have the details we need, and requesting that you call our sales team to discuss these things before the car was listed for sale.

We will always speak with you to discuss the points you've mentioned here and ensure you're happy before we seek offers for the car. Our sales team tried to call you this morning but we didn't get through. You can contact us on 0203 988 2266 from 9am - 5.30pm, Monday to Friday.

We will also attempt to contact you again during the course of today.

Best regards,

James
Sales Support Team Senior