Customer Reviews

Hi Sorry you haven't been happy with our service. The reason you didn't get a reply straight away is you didn't contact customer services you simply sent a DM through instagram. If you would have contacted customer services you would have got a response straight away. I have looked through all the contact between yourself and customer services and can see no passive aggressive responses at all from our end. Any aggression i can see was from yourself aimed as customer services from not getting back to you when you hadn't contacted them in the first place. You were provided with all the relevant information regarding your delivery. Confirming the order was taken in by a neighbour only a couple of houses away as you weren't present for the delivery. Which you stated you went away so not sure what else we could have done when you are provided all tracking details automatically upon dispatch. You had full access to all delivery details from this and as per our terms and conditions which you ticked to say you had read and understood its the customer responsibility to be present for all delivery attempts which you weren't. We have done everything our end in terms of delivery and also providing you will all the information regarding the delivery your only response was that you haven't managed to speak with the neighbour yet as they weren't in on the one occasion you tried. From the information provided as far as what i can gather is our courier couldn't delivery as you went away when the delivery was attempted and as you were away your neighbour couldn't give it you either so im assume they still have it waiting for you to collect from them. Once you speak with the neighbour im sure you will have no issues getting your parcel and like we stated to you if you do have any issues we will send the courier back to the neighbour to speak with them. I feel we have gone above and beyond to provide you with everything you require about this delivery full tracking details upon dispatch were provided and we have then provided all the information after the delivery including pictures of the delivery which exactly match your neighbours house. You have said you simply haven't spoken with them yet so when you do im sure this will all be resolved and the only issues that have occurred here have been due to an order being placed and then you went away with nobody as the address to accept the parcel which is totally out of our control. Like i said im sorry you aren't happy with our service but on review our staff have done everything in their power to help you and have done so in the correct manor.

Hi sorry you are not happy with the service but your parcel was returned to us due to no fault our end but because you put an incorrect / incomplete delivery address. We sent the parcel out on time but the courier couldn't deliver as the address you put was incomplete. The item was sent to the address exactly how you entered it we didn't change anything. As per our terms and conditions which you ticked to say you had read and understood it its the customers responsibility to make sure all delivery details are correct and complete. As the parcel was returned to us because the address you entered wasn't you were issued a refund for the order minus the cost of the return the courier charges us which was £5.00. The additional £2.99 that wasn't refunded was the initial delivery fee which again wasn't refunded as the parcel was sent to the address you entered the delivery only failed due to the address you entered being incorrect. Again this is all stated in our terms and conditions. Again really sorry you have not been happy with our service we have done everything expected of us our end but we can only act on the information you provide as you entered all the delivery details not us so if this was entered correctly there wouldn't have been any issues.

Hi Sam Sorry you have had issues with your order. We sent a reply to your email yesterday but when we came in this morning we got a Mailer Daemon bounce back e-mail at after 7pm last night which is strange so im guessing you haven't received the response. We tracked your parcel with parcel force and it was dispatched on time our end however for some reason the parcel has got no further than their hub in Coventry. You should also be able to see that via the tracking details you will have received from parcel force. We are chasing this up for you to solve this as fast as we can with parcel force as like i said we dispatched the parcel on time so the issue is with the courier in terms of the delay. My colleague is also going to forward the initial e-mail response they sent to you and will get this sorted with you via e-mail. Again really sorry for the delay we really hate when delays happen with couriers as we do everything we can in our power to get orders to our customers in the expected delivery windows and obviously looks bad on our service when we have done everything our end and been let down by a courier. .

Hi sorry you are not happy with our service. I have looked into this and your order is still here with us as we haven't been able to dispatch it as you have provided an incomplete address by leaving no house number for delivery. We have sent multiple e-mails to which they just bounce back and we have called and left voice mails to which we have and no response or any other form of contact from you prior to this. If you would like to give us a call on 01484 353588 or e-mail us on orders@activesportsnutrition.co.uk or by replying to you order confirmation e-mail and provide the complete address we can arrange dispatch or a full refund for you.