The Little Bumble Co. Anmeldelser 133

Besvarelse fra The Little Bumble Co.

8. aug. 2025

Hi David,

Thank you for taking the time to write this review about my small business, although it would seem that this is more about your experience with DPD.

You placed your order on Saturday 2nd August. I don't ship at weekends so the next day to dispatch your parcel was the 4th August. I dispatched your parcel on the 4th August so well within the dispatch time stated. I would say this is good service.

You emailed me on the 6th August at 8.21pm demanding a refund for your shipping (which I didn't have to give you, but as a gesture of goodwill I did). This is out with business hours but I replied to you that evening to say I'd contact DPD immediately to make sure your parcel was delivered on the 7th - again, I'd say this is good service.

On the 7th I emailed you again to give you an update. I advise I'd spoken with DPD and they were going to ensure your parcel was delivered on the 7th. Again, good service.

You didn't respond to either of my emails.

Your parcel was delivered on the 7th August.

I'm sorry DPD didn't deliver on the date they said they would. Sadly this is completely out with my control. If I could personally deliver each order I would, but unfortunately thats impossible so I have to rely on a courier to do that for me. You've mentioned I should change to a reliable delivery service - I'd like to hear your recommendation? No courier has a 100% rate of delivering on time. If you do know of one please pass along their details as I'd love to get a quote from them!

On that note, you chose DPD. I also offer local pick up from Evri parcel shops so customers have more than one shipping option. If you dislike DPD as much as you seem to, you could have chosen another option or alternatively you could have contacted me before purchasing and I'd have happily used the courier of your choice. Would I really do this for a customer? Yes I would. A perk of shopping at a small business is they will generally go out of their way to help their customers, which I always do where possible.

If you don't like the courier I use maybe knock a star off, but did I really provide a 1 star service? I don't think so. Things are hard enough for small businesses without people mindlessly taking down their whole Trust Pilot rating because of something they cannot control.

Have a great day, David.

Louise

Besvarelse fra The Little Bumble Co.

6. aug. 2025

Dear Abbey, Thank you so much for such a lovely review - it's made my day! I'm delighted to hear that you had a great experience. It means a lot to know I'm getting it right ❤️

Louise

Besvarelse fra The Little Bumble Co.

6. feb. 2025

Hi Olivia,

Thank you for your review, I am saddened to read this. I'm just going to detail a timeline here of what happened as I believe this to be wholly unfair.

26th January – Customer placed their order.

27th January – I dispatched the customers order. Sent with DPD.

29th January – DPD tried to deliver the parcel however the parcel was refused at the address. It later transpired that the shipping address is a hotel. I can only assume it was someone at the hotel reception that refuse the parcel. This is completely outwith my control.

30th January – I logged into my DPD portal and saw there was an issue with a parcel. I saw it was this parcel and immediately emailed the customer.

My email read:

“Hi Olivia

I've received a notification that you or someone at the delivery address refused to accept your parcel. Is this an error or do you no longer want the goods ordered?

Kind regards
Louise”

I thought I’d give the customer a couple of days to respond. I got no response from the customer.

3rd February – Parcel arrived back to my warehouse and within an hour I received this one star review. I was given no opportunity to try and contact them again or contact them via a different method and the customer never tried contacting me. If the customer had tracked the parcel, they would have seen the parcel had been refused when the delivery attempt had taken place.

I then assumed the customer must not have seen my email sent on the 30th January so my next method of contact is by phone. I called the customer to explain I had sent an email trying to find out the reason the parcel was refused when DPD tried to deliver it. The customer said they received no email. I can only assume it went to their spam/junk mailbox. They advised they did still want the goods. I then followed up by sending a screenshot of the email just in case they still couldn’t find it.

I immediately sent the parcel back out at no extra charge (even though it was someone at the delivery address that initially refused it). I also added instructions to the parcel to make sure the driver delivered the parcel to reception and highlighted the recipients room number. To my knowledge the customer now has their order.


I’m disappointed you feel this service warrants a 1 star review as I honestly don’t know what else I could have done. I tried contacting you before you would have even realised there was an issue to find out what had happened. I hope I’ve provided you with sufficient proof that I really did try and contact you to resolve the issue.

Kind regards
Louise