Orbital FastenersReviews 

Antwoord van Orbital Fasteners

20 uur geleden geüpdatet

Dear Mr Arnold,

Thank you for your 5 Star review, however you did comment that you considered that our £10.00 carriage charge was ridiculous!!!!

This is a frequent criticism from customers that place small orders, so I would like to take this opportunity to explain.

Firstly I would like to point out that delivery is free of charge for orders over £30 plus vat within our own van area and £70 plus vat by carrier for most of the UK mainland.
Most of the orders that we receive are from trade and industrial customers, typically their orders exceed our carriage paid values. The majority of orders are despatched by DPD for next day delivery. DPD collects towards 600 parcels from us every single week day.
More than 99% of parcels processed by DPD are delivered next day and their parcel tracking system is second to none.
Your order was for three items to a total value of £1.06 plus vat. The employment of our warehouse staff cost when you include NI, employer pension contributions, holiday pay and so on equates to about £20.00 per hour or £5 per 15 minutes.
All orders no matter how small take time to pick, check, pack and despatch by carrier or via our van fleet. These combined processes would take up at least 15 minutes of my warehouse workers time.
Our carriage charge of £10 plus vat is both to cover DPD's minimum charge of £5.52 and a small order handling charge also. So in reality very small orders realistically cost us money to process.
However to support the large number of university engineering students and research and development departments which includes some very large and prestigious companies we keep our carriage and small order admin charges in my view at an unrealistically low level.

Sadly less than 1% of customers ever bother to leave a review, much worse are our very frequent customers that use us on an almost daily basis but choose to only leave negative reviews when things go wrong!

So thanks for your 5 star review, we much appreciate it!

Kind regards

Jon Wilson

Antwoord van Orbital Fasteners

3 dagen geleden

We are truly sorry to hear about the communication issues and the delay with your recent order. We did send an email to you after your initial contact. We acknowledge that better communication would have significantly improved your experience. We are reviewing our internal processes to ensure such situations are handled more proactively and transparently in the future. We appreciate you bringing this to our attention.