written by on 21/12/2010
Avoid this seller!
I placed an order one week ago and it has not been dispatched yet!
written by on 16/12/2010
I ordered a bottle of whisky for my boyfriend as a xmas gift after pressing submit I was informed I would receive an email confirmation - I didn't
I have since tried to contact Masters of Malt only to get a voicemail, then a message saying the voicemail was full and I couldnt leave a message. I have emailed twice and had no response.
Absolutely shocking do not order from this website complete scam and to top it off im £60 down and no xmas gift for my boyfriend - Merry xmas!!!
Written on: 15/03/2011
Hi there,
<br/>
<br/>I'm very sorry you experienced problems with your order and for the delay in responding to your messages.
<br/>With the huge amount of snow that hit the UK and the increased number of parcels during the Christmas period many of the couriers hired temporary staff to help work through the backlog of deliveries. Unfortunately they were not equipped with portable scanners meaning that a large number of parcels did not track using the online tracking system available to customers. This, along with the snow itself, meant that we experienced a record number of calls from customers inquiring into whether their parcel would arrive in time for Christmas.
<br/>We did everything we could to try to answer all customer calls and emails, including hiring a number of extra staff. However, as I see in your particular case there were unfortunately some occasions when all operators were busy and we could not reply to emails in sufficient time.
<br/>Please do not think I am trying to excuse the poor service you experienced. I understand that this was not good enough and that it caused you some frustration. I am genuinely disappointed that we did not demonstrate our usually high level of service we pride ourselves on. I hope that since posting this review we have responded to your messages and that your parcel arrived with you in time for Christmas making a fantastic present for your boyfriend. If this is not the case however please do contact me on [email protected] and I'll do my best to make it right. I look forward to hearing from you, Natalie - www.masterofmalt.com
<br/>
written by on 16/12/2010
Ordered a gift for despatch to a client in Italy on 29th December, item has still not arrived due to an apparent address error.
The address was correct but now there is no response from Master of Malt which is very frustrating as all attempts to contact them result in answerphone with 'voicemail full' messages or lack of response to email requests.
If you are going to offer a service then ensure you can respond to customers when things go wrong.
I think this is an example of style over substance - I will not be using Master of Malt again
Written on: 07/03/2011
Hi there,
<br/>
<br/>I do apologise for us not being contactable by phone to discuss the delivery issues with your order, and for not being able to reply to your emails within a suitable time. With the problems caused by the snow that hit the UK many couriers hired extra temporary staff to help clear the backlog of parcels. These unfortunately were not supplied with mobile scanners, and as such a large number of parcels could not be tracked using the online tracking facility available to customers. This, along with the snow itself, meant that we were experiencing a record number of calls and emails from people trying to ensure their parcels would arrive by Christmas and New Year. We did everything we could to try get all calls answered and emails responded to quickly, including hiring a team of extra staff. However, as has happened in your particular case, this was not possible on all occasions. I am not trying to excuse our poor service in this instance. It wasn't good enough and we fell well short of our usual high standard. I hope that since posting this review we have been able to resolve your order to your complete satisfaction and that you are now satisfied with our service and would be happy to order from us again. However if this is not the case - for any reason at all - please call me on 01892 888 376 or email me on [email protected] and I will do my best to make things right.
<br/>
written by on 15/12/2010
Placed and order for a Christmas gift and did not receive an email confirmation from them. I have since tried to contact the site via email and telephone (which is an answer phone) and have not received any communication via either method, plus I have not received my order.
After reading all the reviews I was encouraged to order from the site but my experience has been completely different to those others here.
All in all the communication is appalling and the fact that i am still waiting and wondering if my gift will arrive in time for Christmas or if my money is lost!!
Written on: 14/03/2011
Hi there,
<br/>
<br/>Please let me apologise for your concerns regarding the communication about your order.
<br/>
<br/>As I am sure you are aware the vast amounts of snow that fell in the peak of Christmas demand in December ground the majority of couriers to a halt. To help ensure parcels arrived with customers in time for Christmas many of these couriers hired extra staff to help work through the backlog. Sadly these staff were not equipped with portable scanners, meaning a large proportion of parcels were not tracking with the online tracking service available to our customers. This, along with the snow itself and the increased number of calls experienced over the Christmas period meant that we were experiencing a record number of calls and emails. We did everything we could to ensure we responded to customers as soon as possible, including hiring a whole team of extra staff, however as in your particular case sometimes we were not able to respond in a reasonable time. Please do not think I am trying to excuse the poor service you received. I am genuinely disappointed that we were not able to demonstrate our normally exceptional level of customer service. I hope that since posting this review we have responded to your messages and your order arrived on time to your satisfaction. If this is not the case however - for any reason at all - please call me on 01892 888 376 or email me on [email protected] and I will try my best to make things right. I look forward to hearing from you, Natalie - www.masterofmalt.com
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Natalie At Master Of Malt's Comment
Written on: 04/03/2011
Hi there,
<br/>
<br/>I'm really sorry to hear about the problems with your order - with all the snow and extreme weather that hit the UK over Christmas there were a number of orders which were significantly delayed and yours was, unfortunately, one of them.
<br/>
<br/>We did our best to contact everyone whose order was affected and tried everything we could to avoid delivery delays, even buying a fleet of 4x4 vehicles to take parcels to and from the delivery depots ourselves! However, with many of our suppliers and warehouses situated in rural and snowed-under areas even these couldn't always get through. In addition to this, a large number of the courier depots themselves were closed and with icy and blocked roads many couriers had to halt all deliveries, even in built-up areas.
<br/>
<br/>I'm not trying to excuse the poor service you received - it wasn't good enough and fell well short of our usual high standards - but we are genuinely very sorry for the inconvenience and disappointment caused.
<br/>
<br/>I hope that since posting this review we have been able to resolve your order to your complete satisfaction however if this is not the case - for any reason at all - please call me on 01892 888 376 or email me on [email protected] and I will do my best to make things right.
<br/>
<br/>I look forward to hearing from you,
<br/>
<br/>Natalie
<br/>www.masterofmalt.com
<br/>