We recently bought 2 items (car parts) from a reputable website. On each occasion we paid extra for 24 hour delivery, as well as another extra that guaranteed our right to return the item if it was unsatisfactory for any reason.
The first item was delivered after 72 hours. We returned it to exchange for another part.
The second part took 96 hours to arrive, despite paying the extra for 24 hour delivery.
When reimbursement for the returned part did not arrive after a week, I telephoned the company and was told: “Read the small print – it will be returned after 30 days.”
Subsequently I was invited to leave a rating and review for the second part. I left 3 stars, saying that 24 hour delivery should mean 24 hours, and not 96. I then received an email suggesting that I might like to change my rating to 5 stars, in return for free delivery in future. I replied that I would not change the rating, due to the delay in reimbursement for the first part.
One day later, I received another email saying that repayment for the first part had been credited to my bank (less the 24-hour delivery charge and the guaranteed return insurance), and would I now please revise my rating.
What would you do? Stick with the original rating so that future customers should know what to expect? Or revise the rating in view of the fact that the company has addressed my complaints?