A letter that I sent to the MD. Hi Louis I am saddened to have to write this message to you, but at 1025 today, I took a call from Gail who said that the items will be with me at 1500 today – Obviously in my previous messages, I said I will not be waiting around after 1030 and so the items will be returned to sender (again) Let me just give you a timeline of events from when I first made contact with you yesterday evening: • Grace called my wife and told her that the items ‘Will be delivered tomorrow at a time convenient to you’ – Hence why I said up to 1030 as I wasn’t prepared to wait around for a third day for XDP to deliver an item. Clearly Grace lied. Grace also said in the aforementioned call that Gail would be calling my wife ‘at 0800 in the morning’. Well… We never actually got the call from Gail until 0926. • When Gail called me, she said she would look into this immediately and come back to me asap. She didn’t then call until 1025 to say that the delivery wouldn’t be there until 1500. • In between 0930 and 1025, your National Franchise Support Manager messaged me to say that: ‘I can tell you that there is one piece in Birmingham and one piece in leicester. The one in leicester will hopefully be with you between 3-5pm. I not sure what time the other one is due’ – Clearly again demonstrating that nobody actually knew for sure where the items were, and when they would be coming. Why should I therefore wait again for items to ‘hopefully’ come. I am really disappointed in how this has been handled, but trying to turn a negative into a positive, I think I can help. From my recent experience, and looking at others on TrustPilot and other review sites, it is clear you have a number of staff issues within your organisation, as follows: • Grace is a liar – I would look to replace her immediately. • Gail doesn’t start work until 0926 (unless she is meant to, in which case there is no issue here) • Your National Franchise Support Manager doesn’t actually know what is going on within his network. • Your franchise in Lutterworth is terrible. I would replace all staff there as they too lie on the phone • Your online tracking system is poor and need replacing. As I mentioned yesterday, I am the MD of a recruitment business and we provide staff within your sector. If you would like to have a chat about how we can help, then please make contact. We have very competitive rates on both temp and permanent staff. Secondly, I can highly recommend a great Process Improvement Specialist who may be able to help with some of those problems identified above. Sadly for you, I will now make it my personal endeavour to review your company on every review site and talk to my clients about the woeful levels of service you provide. Furthermore, any items we purchase moving forward, we will ensure they do not use you, before completing the purchase. I wish you a great time in Spain and would welcome a phone call on your return.