HURTIG LANEReviews of hurtiglane.com

Response from HURTIG LANEDec 24, 2024

Thank you for your feedback, and we’re truly sorry for the frustration you experienced with your order. However, as a small, family-run business, we were quite disheartened to see a 1-star review left less than 24 hours after you contacted us via email. We replied to your email just over 24 hours later, and in that time, we arranged for a second parcel to be sent to the new address you provided. This parcel was fast-tracked and delivered within two working days, ensuring it arrived in time for Christmas. Additionally, we let you know that you could keep the original parcel, which was sent to your work address, so there was no need for you to return it. We pride ourselves on offering personalized service and have been working tirelessly, seven days a week, to assist all of our customers during this busy season. Reviews like this can have a significant impact on a small business like ours, and we hope you might reconsider such feedback in the future. That said, we’re very pleased to know your order arrived in time for Christmas, and we truly hope the strap is enjoyed. Wishing you and your loved ones a wonderful holiday season! Warm regards, The Hurtig Lane Team --- UPDATED REPLY Thank you for updating your review. We want to clarify that we responded to your email within 24 hours and arranged the reshipment of your parcel before your review went live on Trustpilot. Trustpilot reviews are subject to approval before appearing publicly, and we had already taken action to resolve the issue by the time we saw your review. We’re glad the parcel arrived in time, and wish you a Happy New Year. Hurtig Lane Team

Response from HURTIG LANEJan 3, 2025

Thank you for sharing your experience. We sincerely apologize for the delay in responding to your initial messages. As a very small team, we strive to provide the best service possible, but unfortunately, your email was missed. Additionally, due to the high volume of spam in our Instagram inbox, we are unable to use it as a reliable method of communication. We completely understand how frustrating this must have been and deeply regret any inconvenience caused. We’re so pleased to hear that you have now received your order along with the complimentary watch band as a gesture of our apology. Your patience and understanding mean a lot to us, and we truly hope you enjoy your new watch and accessories. Wishing you a wonderful New Year! Hurtig Lane Team

Response from HURTIG LANEDec 19, 2023

UPDATED REPLY: We sincerely apologize for the negative experience you had with your order. We experienced an unfortunate issue with our mailbox, which prevented us from being aware of your problem until your review brought it to our attention. Since then, we have taken every measure to rectify this situation. We are relieved to hear that you now have the correct watch and hope you enjoy the complimentary watch straps as a token of our appreciation for your patience. We understand the frustration caused by the delay and the initial error in your order. Please be assured that we are committed to improving our processes to ensure that such issues do not recur. Your feedback is invaluable to us, and we are grateful for your recognition of the quality of our products and the ethics behind our brand. We are dedicated to making continuous improvements and hope to have the opportunity to provide you with a smoother experience in the future. Thank you for your understanding and support. ------ First and foremost, we would like to offer our sincerest apologies for the inconvenience and disappointment you have experienced with your recent order. It's clear that we have not lived up to the high standards we set for ourselves, and for that, we are truly sorry. We understand how frustrating it must have been to not receive any updates on your order. We have taken immediate action by sending out a replacement. Additionally, we have made sure to contact you directly with the new tracking number for your order. We also want to address the issue regarding our communication. Recently, we experienced a problem with our mailbox, which unfortunately resulted in us not receiving your email. This issue has now been resolved, and we are taking steps to improve our communication channels. We are in the process of setting up a business WhatsApp account to ensure that such miscommunications do not happen in the future. Your satisfaction is incredibly important to us, and we are committed to making things right. We are grateful for your past support and trust in our products, and we are dedicated to restoring your faith in Hurtig Lane.

Response from HURTIG LANEDec 14, 2023

Hello thank you so much for taking the time to give us this feedback. We are now looking at working with a new courier that will provide faster delivery times to locations outside of Europe as well as offering express 2-3 day delivery for customers who require this. Once again we are deeply sorry for this experience and we really appreciate you providing us with this feedback. 💚

Response from HURTIG LANEJul 25, 2023

Thank you for taking the time to share your feedback. We are a family-run business and we deeply regret the negative experience you encountered with your order. It is our utmost priority to provide honest and reliable service to all our customers. We sincerely apologize for the inconvenience caused and assure you that we are taking your feedback seriously. We kindly request that you provide us with your order details through Trustpilot so that we can investigate the matter thoroughly and take appropriate actions to prevent such incidents from happening in the future. Please accept our sincere apologies, and we hope to have the opportunity to rectify this situation and regain your trust.