Free shipping option????

[Nick Fiddes]

Hi Todd,

I'm sorry that you felt our free shipping advice was over-alarmist. The fact is that this information our systems automatically send to customers selecting the free shipping option has evolved over many years of experience, and is designed to ensure that as many customers as possible end up happy.

Like most companies, our free shipping only includes basic untracked shipping rather than more expensive courier rates. As such it's inherently unpredictable. Such deliveries will often arrive in a few days. But to some destinations or at some times of year it can take weeks, or in some cases even months. So we're not trying to alarm people, but just make sure they are aware of these considerations in case their need is more urgent. In previous versions of our message that was more vaguely worded we found these facts were often missed.

If you've specific suggestions for improvement, you're welcome to contact us directly, as we always value positive feedback. But please bear in mind that it's impossible to please everyone all the time, and all we can do is to try to find the best balance, that ends up with the best result for as many customers as possible.

Thanks

Nick