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“Great customer service”

written by PetalPells on 16/09/2015

I stumbled across their website over Christmas as my sister had asked for a duvet set and I wanted to find something a bit different. I loved the look of the festival bed-set with matching pillows so decided to give Terry's a go!

When it arrived I was really impressed with the quality and packaging. And so was my mum who later asked for a different design for her birthday.

I went for the Bengal design this time round and wanted to do the same for my mum and order the matching cushions. Unfortunately these were out of stock for a while, so I hung on to the last minute to order the duvet set to see if they'd be available altogether. I ended up having to order the duvet set by itself and have explained to my mum that she'll receive the cushions separately. I placed the order for the duvet set last Sunday with her birthday being this Saturday. It was expected within 4 working days.

After replacing my order I received an email to say the item was out of stock and I'd need to wait until the following week. Obviously frustrated about this and worried I'd be visiting my mum empty handed I called Terry's customer service team to talk about it. I was told it should've been obvious that it was out of stock on the screen when I placed the order, but I'm certain I'd checked. Anyway, I didn't really go into my circumstances but asked about changing the delivery address to my Mum's - not ideal as it wouldn't be gift wrapped, but as I live miles away it looked like my only option. The lady asked me to email in.

I'm really glad I did as it gave me the chance to take a step back, calm from my initial panic and explain clearly my dilemma. Within a couple of hours of sending my email I received a voicemail and an email so say the duvet set had been dispatched and will be with me within 24 hours. I don't know how they managed to sort it with it being out of stock, but I'm very relieved and grateful that they sorted things out for me. It's definitely worth taking the time to explain any problems you're having with orders.