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Thread: Has Cookson Gold stopped sending out orders or are they just ignoring me?

  1. #11
    Join Date
    Jul 2010
    Posts
    131

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    Quote Originally Posted by Melanie De Castro Pugh View Post
    I have had monstrous problems just getting a little bit of silver, some chain and three pairs of Shamballa earrings. Ordered them Sunday 24th June, had a phone call on the Tuesday to ask if I'd got them, it turned out they'd sent it to another customer. Wanted me to pay again if I wanted it sent straight away and apply for a refund when the original parcel had been returned. I explained I didn't have the money to do that, as I'm just staring up my business, and was promised it would go out by Special Delivery. Next day, nothing. Or the day after. I rang on Monday, and was promised the same thing. And the next day. And the next. It finally arrived on Friday morning, just standard first class.

    While I'm not exactly a high rolling customer and obviously not important enough, I rely on the next day promise of delivery as I can't afford to keep much in stock, so I order silver as I need it. The lady on the end of the phone was lovely, but made promises the dispatch people couldn't keep. I'd ordered my stuff a week before I needed it at a show I was doing, and it arrived a week late.

    Really, really disappointed with Cookson just now :-(


    Melanie

    http://www.spinysharklythings.com
    That is horrible and so disrespectful. I remember once they actually lied to me, saying that they checked the system and the parcel was out for delivery, but in fact they hadn't actually sent it - that was the busiest time for me, around Christmas and I was relying on that order as it had bits for a very expensive (for me) and urgent order.

  2. #12
    Join Date
    Jul 2009
    Location
    Cornwall
    Posts
    3,172

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    The last order I had from Rio took nearly a month to arrive.

  3. #13
    Join Date
    Jul 2011
    Posts
    183

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    We're obviously very concerned to see your comments and feedback from last night as we do take good customer service seriously, please give us a short time to look into each individual case and we'll get back to you shortly.

  4. #14
    Join Date
    Jul 2010
    Posts
    131

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    Quote Originally Posted by LittleGem View Post
    We're obviously very concerned to see your comments and feedback from last night as we do take good customer service seriously, please give us a short time to look into each individual case and we'll get back to you shortly.
    I have emailed Rob Taylor today and I am yet to hear from him. I hope this issue resolves as soon as possible and the parcel goes out today.

  5. #15
    Join Date
    Jun 2011
    Location
    Rhondda, United Kingdom
    Posts
    170

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    I was so upset because I was supposed to be demonstrating the making of an engraved silver pendant at an exhibition, which obviously I couldn't do :-( Hate to think how many sales I lost...


    Melanie

    http://www.spinysharklythings.com

  6. #16
    Join Date
    Jul 2009
    Posts
    156

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    Hi Lilia and Melanie
    As discussed with you both, please accept our apologies for the issues you have experienced. Fixes are now in place to stop a re-occurrence of your two separate problems, please do not hesitate to let us know if we fail to meet your expectations in future
    regards
    Rob

  7. #17
    Join Date
    Jun 2011
    Location
    Rhondda, United Kingdom
    Posts
    170

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    Thanks Rob, I feel like a valued customer again now :-)


    Melanie

    http://www.spinysharklythings.com

  8. #18
    Join Date
    Jul 2010
    Posts
    131

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    Thank you for your help, Rob. The parcel arrrived safely today.

  9. #19
    Join Date
    Apr 2012
    Location
    Amsterdam
    Posts
    260

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    Nice to see they read the forum

    J

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