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Svar från Safe Options UK

11 apr. 2016

Thank you very much for taking the time to provide feedback on the service you received from us.

Having looked into your two orders, I can see that on each order you input a different key reference. I assume that this is either because on the first occasion you made a mistake with the key number, or that you were unsure of the exact key number required, maybe it is unclear on the lock itself.

We cut and supply a large number of keys on a regular basis, particularly for locker locks, and it is very rare that there are any problems.
It is therefore most likely that the key reference is incorrect or that the locker lock is not the original lock fitted onto an Elite manufacturer locker.

We cannot see any written record of hearing about this problem until now.
Our customer services department have tried to call you to discuss this further but unfortunately there is currently no answer.

If you are able to send us close-up pictures of the locker and lock we may be able to offer further advice on this.
If you are able to, please e-mail these through to our office, referencing your order number, and we will come back to you.

We hope to be able to assist you further in future, and, if possible, resolve this current problem for you.

Svar från Safe Options UK

5 apr. 2016

Thank you very much for your feedback and we are very sorry to hear of your dissatisfaction towards the product purchased.
We value all comments and feedback received and take any complaints very seriously.

As such, I have passed your comments onto the manufacturer of this product, Burton Safes.
They have replied as follows:-

"Thanks for passing on the feedback. Traditionally under floor safes were commonly fitted by builders, rather than end users, and I know that our installation instructions were written a long time ago with this in mind. Having checked the instructions, I think that they have a valid point. Updating instructions is never a two-minute job but we are working through our catalogue slowly and I’ll add these to the list.

I’m also sorry that it seems like your customer was unhappy with the product itself. We would welcome some more detailed information on this. If they could provide some specific information it would give us a lot more to work with in terms of any product improvements."

If you wish to provide more detailed information regarding the product being poor value for money, please send this through to our office for us to pass on to the manufacturer, referencing your order number, using our contact form on our website, here - http://www.safeoptions.co.uk/contacts

In the meantime, please accept my sincere apologies that you were unhappy with your purchase and if you require any future products from our vast range shown on our website, please feel free to contact our sales staff prior to purchase whom will be more than happy to advise you.

Svar från Safe Options UK

23 mars 2016

Dear Mr Doragh
I am very sorry that our service has let you down.

I have looked into our records of communication with you and I can see that your order was placed on 26th February at 13:19.
An order confirmation would have been e-mailed to you immediately after this time.
We then sent a second e-mail to you as confirmation of shipment. This was sent on 26th February at 14:38. Within this e-mail we advised "Your order has been despatched today with Royal Mail by first class post."

I am very sorry that your key was not delivered by Royal Mail but I can assure you that it was cut and posted out to you, as stated above.

Royal Mail usually advise that they will not accept claims for failed deliveries until 30 days have passed.
However, we believe that 30 days is too long to expect a customer to have to wait for an item sent by standard post and therefore in the event that your delivery had not taken place within 7 days from despatch, if we were informed of this we would have arranged for another key to be cut and sent straight out to you.

Having looked at the communication records, I cannot see any record of you advising us that you had not received the key that you ordered.
Otherwise we would have acted as detailed above.

Having now learnt of this, I have instructed our office to arrange for another key to be cut and sent out to you.
However, on this occasion it will be sent by first class recorded mail.
This should be delivered in the next few days and a signature will be required upon delivery.

If you do not receive this key within the next 7 days please let our office staff know by e-mail or telephone, via our website, http://www.safeoptions.co.uk/contacts and this will be investigated further.

Once again, please accept my apologies that you did not receive the key in the first instance.

Svar från Safe Options UK

14 mars 2016

Dear Lorraine
I am very sorry to hear of the extra cost and inconvenience we caused you.

It is very rare that products arrive with damage but unfortunately this can still happen occasionally.
All damage is reported to the quality control department of the manufacturer whom will investigate and try and prevent this re-occurring.

We would recommend that products are checked before installation takes place, if this is being carried out by yourself or a third party, as opposed to our installers. However, I understand that you would not expect to receive a product in this condition and I do sincerely apologise for this.