Ellie Christine Searle

Hello Ellie,

Thank you for your review.

When you first contacted us regarding your original order, we immediately raised the matter with our Evri account manager for investigation and asked that you allow time for this process to be completed. During this period, we received multiple follow-up emails from you and, as a gesture of goodwill, we issued a replacement order before receiving the outcome of the courier investigation.

Following this, you contacted us again to advise that the replacement delivery had been made to a locker, despite our customer service team requesting home delivery on your behalf. Unfortunately, final delivery location decisions are made by the courier and are outside of our direct control.

Our customer service team has contacted you today to confirm that this issue has now been escalated to our Evri account manager. Once we receive their findings, we will contact you by email to discuss the next steps.

We appreciate your patience while this matter is investigated.

The Montirex Team

Hello Ellie,

We’re very sorry to hear about this and completely understand your frustration, especially given the value of your order and that it was intended as a birthday gift.

Your parcel was delivered to the locker as requested; however, it seems an incorrect parcel was left inside your locker instead of your Montirex order by the courier.

Our customer service team have been in touch and, as requested, have provided you with a replacement order.

We sincerely apologise for the inconvenience this has caused and appreciate your patience while we resolved the issue.

The Montirex Team.

Thank you for your positive feedback; we appreciate it.

Many thanks,
The Pockit Team 💛