Hivis Reviews 

Reply from Hivis

May 18, 2017

Hi Colin, thanks for the feedback regarding the recent service on your order.
I can see you placed you order on the 3rd May, 16:00, (we processed on the Thurs 4th)

We did not have stock of the nomex trousers and after our stock dept emailing, you kindly told us to send the order part and the trousers to follow on arrival of stock into us.
this is where we slipped up and I must apologise.

The stock came in to us on the Mon 8th May but our part despatch notification was not followed, and your stock was not picked but left by our pickers, instead of being sent to you that day.
When this error was realised the trousers were picked and sent but the picker actually sent the trousers without the hi vis stripes, (apology number 2).
I understand you needed them for that very day, and we couldnt same day courier you some in time.
So all in all we dropped the ball on this one mainly with the trousers.
we have put a procedure in place whereas EVERY delivery of non stock items is cleared down each day now so that this shouldnt happen again, though human error explains the trousers not having stripes as you requested.

Apologies once again for the inconvenience we caused you, and should you need anything else in future please come though either myself or Dave and we will ensure the best deal and male sure the order goes through as priority.

Kind Regards
John
www.hivis.co.uk

Reply from Hivis

Jun 5, 2015

Hi Jason, having only just signed up to trust pilot, I have only seen your review today. I am sorry to hear your experience wasn't great. I noticed you haven't been objective and listed any specifics as dates, times etc so I felt I would look into it to see exactly if anywhere it went wrong and would like to respond. I dont agree with you at all. I see the order for 3 Hi Vis vests (not jackets they were vests) with JD window cleaning printed to them. Its seems the order was placed on our website the 23rd January at 23:04 in the evening which was a Friday night.Ordinarily this would go on our system on the Monday the 26th after the weekend. On this same day the Mon 26th, our artwork dept sent you an email mentioning that you had uploaded an image only about 1 inch in size and of poor quality in full colour, but you had asked for this to be turned into a silver print, which couldn't be done as the image was so small and poor. Most other websites would have just printed your vests the same poor quality and size (1 inch) as the image you uploaded but we operate a policy where if we think it may not be good quality, we spend time getting in touch with the customer even for such a small order it is still important to us. You then sent us 2 images, ONLY RESPONDING to us on the WED 26th again each of which were still the same unusable image so our artwork team decided at our expense to completely re draw your logo at no cost to you without even mentioning it, usually this charge is at least £35.00, but we didn't charge even though your whole order with us amounted to £18.03p.
Once the logo had been re drawn which can take 2 days, it was finally set on the 2nd of February and printed and despatched that day, on the method you chose from our website which was the cheapest oprton of Royal mail.All in all we completed this task with the worst resources provided in 7 day us which is well below the industry average and is less than our stated standard turn round time of 7 working days. There are other options you could have chosen at checkout for express delivery but you didnt take up that option. So all in all from the date you replied to our email about poor artwork we re drawn(for free), printed and despatched in 3 days
Usually at this point most companies would take the politcal correct route of saying "apologies and hope this doesn't happen again", but in this instance I cannot take that route as I believe you were offered excellent service and declined the express delivery option offered at checkout as it incurred a surcharge.
I feel your review is totally wrong and totally I do not accept any of it and hope you feel the same way after checking my points above. I have all emails , dates and documents if you would like to see any other information. On the basis of this review I as a consumer would not trust any of your other negative reviews on trustpilot .
Just as a matter of balance for any customers that may come across this review as of today our "net promotor" average customer satisfaction score is the highest in the industry at over 98%
John Boland
www.hivis.co.uk