Hi Paul, firstly thank for the feedback on your experience of shopping with MacCarthy's Interiors, we genuinely appreciate it.

Unfortunately from time to time, even with the best of intentions things go wrong and when they do it's important that we learn from them and try avoid a recurrence.

In your case the order was placed online 10:44pm on the evening on Wed Nov 16th, hit our systems in the morning of Thu 17th and order sent to our supplier at 10:24am

On the product page we say 'Typically within 2-5 Days' and the item is generally dispatched from our supplier within 1-2 working days from receiving our order.

As such we would have normally expected the supplier to dispatch your order on Fri 18th or Mon 19th.

Unfortunately neither happened and when you contacted us to find out where your order was, it indeed took us time to figure out what was going on, get the supplier to dispatch the order and confirm that back to you.

We can wholly understand your frustration and acknowledge it.

The truth is, at this time of the year, from early morning to late at night it's all hands on deck between manning the shops, processing online orders and replying to customer queries, which unfortunately can lead to delays.

That being said, as a result of your feedback, we've taken a step back and looked at how to reduce the likelihood of something similar happening in future.

1. We're going to tweak the messaging on the product page to make it clearer on expected timeframes

2. When we place the order with the supplier, we will send a message to the customer confirming it's ordered and setting expected delivery timeframe

3. We've had a word with the supplier, they acknowledge that processes broke down on their side, as they are supposed to notify us of any potential delays

While small consolation to you Paul, we just wanted to let know that we are listening and where practical, trying to apply lessons learned into the way we operate the online portion of our business.

Thanks again for your feedback, we genuinely appreciate it and wishing you and yours a lovely Christmas from all the team at MacCarthy's Interiors