Customer Kate A.
I would have liked to be able to rate…
I would have liked to be able to rate Innovo higher but the whole experience so far has been stressful. Somehow the address captured on order was incomplete so delivery emails were contradictory and item didnt arrive as emailed. Customer Service tried their best to reorder and I had 2 due to arrive. One by DHL one by Hermes. I cancelled DHL. When I eventually received it the item was faulty on use. Customer Service have arranged collection by DHL of the shorts. Delivery replacement by Hermes! Yesterday Hermes delivered a whole new order, wrong size. Not the expected shorts only. I will have to ring Customer Service again Monday to arrange collection of this delivery and chase up replacement shorts delivery. We dont even know if its the electrodes on the shorts or the red cable. Wish I had never ordered them. A lot of money for a lot of hassle. They should stick with DHL only.
Response from INNOVOOct 7, 2019
Dear Kate Austin, Thank you for taking the time to leave a review, I am really sorry to hear you have had issues with the delivery of your INNOVO. I can see that our Customer Care team tried to resolve the incorrect address as soon as it came to their attention and tried their best to get the shorts to you as soon as possible by sending them via two different couriers. I can see that you were in touch with our Customer Care team earlier today and your replacement size is due to ship today, so you can expect them to arrive in next two working days, so you can continue with your INNOVO journey. We really appreciate your feedback, and we are sorry about the confusion with the couriers . I can assure you your new shorts will be worth the wait and we are looking forward to hearing how you get on with them in the coming weeks. If you have any further queries, please don't hesitate to contact us on 0800 028 5687, or alternatively you can email us on [email protected] and we will get back to you as soon as possible. Kind regards, Therese