I ordered a red model when they were on special offer, so i was already getting a good deal. The item was dispatched quickly via UPS and they basically mucked up the job. UPS failed to deliver on the day they stated and then failed to deliver the day they rescheduled for and just dropped the item at a collection point, without ever trying to deliver to my door - the tracking showed that the 'request' to divert had been made by 'Anonymous', so let's assume that was the driver giving themselves an easier day, because it certainly wasn't made by me. When i went to collect the item hadn't been properly registered, so it took a while to establish it had actually been left there.
After the initial faild delivery i found that the UPS website isn't very helpful at connecting you to a human to resolve issues, so in frustration I emailed SmellAway. To my surprise, in the evening i got a personal reply from their MD to apologise and say he would be raising this with their UPS account manager and demanding answers. I had already written a Trustpilot review of UPS when they sent me a 'How did we do' automated email. The response i got was a non-committal 'sorry to hear that', with no indication that they were actually going to do anything to make their service better. Suffice to say that when they called me last night to promise to speak to their driver about what is required of them, the only reason they had showed any interest in rectifying their poor performance was because Smell Away took the time to ensure my complaint was not ignored.
It is reassuring to get such good, customer-focused service and while i was stood at the collection point waiting to see if they could find my parcel, i was annoyed at the further UOS-induced problem, but I wasn't worried that it would be a battle to get a replacement sent if needed. Many companies would have simply said 'Not our problem, speak to UPS', but having had such a supportive response from Smell Away when i let them know the first delivery hadn't happened, i knew they'd be on the case if the parcel had been lost.
In terms of the product itself, it is early days. I have had it less than 24 hours, but i can see it is well made and robust. It is bigger than i thought, at about 40cm high and 20 cm diameter. In use it makes a quiet 'air rushing' sound. I have mine in the bedroom and find that it is not a disruptive noise and given its consistency, is a bit like a very quiet 'white noise' generator that aids in going to sleep. I have already noticed the difference in air quality when i went out and came home earlier and can tell the machine has been doing its job, so i am hopeful for a good ongoing result.
