49TCV Posted May 28, 2008 Share Posted May 28, 2008 (edited) I have read a lot of the woderful stories on the forum since joining last week. I only saw my first IGLU last week and was really impressed, it is ideal for our 5 year old and us who wants a pet and I can see mum and dad feeding the rabbit/ g pig or walking the dog etc .so here is the answers to our prayers So I have lots of questions and want to do the touchy feely thing with my wife. Bath and west show coming up so Check the website [no nothing mentioned] Mon emailed omlet- no reply Tu -no reply Wed am- no reply and we are about to leave So I phone omlet Are you at the bath and west show? I don’t know answer, Can you check? Yes Was that yes you can check or yes your there? Pause Yes we are there Can you give me the stand no? No Why? We don’t know it Can you give me their phone no so I can get it? No Can you ask them to call me? No sorry but I am sure you will find them! Ok thanks, I a completely reassured [!] So I email them and say I am not impressed and guess what? No reply[5 hours ] So I call them and ask for the sales director? Sorry we don’t have one Can I speak to a director? Sorry they are all busy Can I speak to your customer services manager? Sorry she is busy Can she call me? Yes, please give me the details -so I do The kind lady then tells me they have 600 emails in there inbox. And guess what she didn’t. But the website is updated they are at the show but No map No stand number. I am sure you guys think they are ace, but my experience says otherwise. Please omlet what are you up to Edited May 28, 2008 by Guest Quote Link to comment Share on other sites More sharing options...
Egluntyne Posted May 28, 2008 Share Posted May 28, 2008 They don't log on to the forum very often so they are unlikely to read your concerns here. Keep trying, or write to them. Eglus are super. You won't be disappointed when you do get it. Quote Link to comment Share on other sites More sharing options...
surferdog Posted May 28, 2008 Share Posted May 28, 2008 Oh dear! What a shame you have had a bad experience. I have to say mine was the opposite, Omlet couldn't have been more helpful (and I messed them about - changing my mind about the order and then the colour), they were fab. It may be they're a bit inundated at the moment as there's been a couple of high profile magazine articles (apparently chickens are now chic). Perhaps they're over-whelmed. I'm sure if you wanted to have a look at an eglu in your area that someone on here would be happy to oblige. Quote Link to comment Share on other sites More sharing options...
Guest Posted May 28, 2008 Share Posted May 28, 2008 ....I only saw my first IGLU last week and was really impressed, it is ideal for our 5 year old.... Quote Link to comment Share on other sites More sharing options...
Cooks Posted May 28, 2008 Share Posted May 28, 2008 I would definatley say keep hanging in there, it does sometimes take a while to get through to them but it will be worth it Quote Link to comment Share on other sites More sharing options...
Guest Posted May 28, 2008 Share Posted May 28, 2008 Yes, keep hanging in there. They are a really small company and have been inundated of late, if they also had staff out doing the shows that would leave them stretched very thinly indeed. We have always found them excellent to deal with, but then we havn't been trying to get hold of them lately when they are flat out. I guess it's really hard for them as putting on more staff might be hard if they then subsequently had to let them go again. Quote Link to comment Share on other sites More sharing options...
chelsea Posted May 28, 2008 Share Posted May 28, 2008 I work in customer service so I know how frustrating it must seem to you. I would like to reassure you that Omlet are nothing like the big corporate companies that palm you off and give poor service. Every time I've dealt with them the girls on the phone have been really good and even friendly (which is rare these days!! ) Like the others have said, I would say this is an isolated incident and they are a bit bogged down at the moment. Hang on in there and dont be put off as the eglu is a fab product! Quote Link to comment Share on other sites More sharing options...
Rhapsody Posted May 28, 2008 Share Posted May 28, 2008 Frankly, Omlet is a business not a public service, if you are not happy take your custom elsewhere! Question- how is an Eglu going to help your parents walk the dog? Quote Link to comment Share on other sites More sharing options...
Omlet Staff james Posted May 28, 2008 Omlet Staff Share Posted May 28, 2008 Hi, I just want to respond to the issues raised in this post. You can see us at the Bath and West show ground - Stand number 202, which is the center avenue. We could not publish the stand number earlier - as it was only given to us the day before the show. Regarding the level of customer service that 49TCV has received. I am sorry that you feel unhappy. We try to offer a very high level of service service. You are very welcome to call me direct on 01295 757 142 or email james@omlet.co.uk, Yours, James Quote Link to comment Share on other sites More sharing options...
Egg Lou Posted May 28, 2008 Share Posted May 28, 2008 I called Vivienne for the fourth time this morning to change my order yet again Phone answered very quickly, she had PC problems so promised to call back in 2 minutes.. and then did exactly that I have also emailed but not had any more than 24hrs delay, which I totally understand from a small company Put up with me adding and changing and remained so friendly, polite & helpful.. I have to say I have had excellent service so far and my expectations are very high! ... so sorry to hear you have not had the same experience, but would say it is definiatly not the "norm" IMO. Quote Link to comment Share on other sites More sharing options...
Egluntyne Posted May 28, 2008 Share Posted May 28, 2008 I must say that on a personal level I have never had any complaints re the customer service. Even when I had a moan about a minor problem a couple of years ago with a product, it was dealt with promptly and courteously. I love my Eglus. Quote Link to comment Share on other sites More sharing options...
Valkyrie Posted May 28, 2008 Share Posted May 28, 2008 I have been very happy with their service, and I haven't even got the chickens to fill my cube yet, so it is a pity you found it otherwise. There is a section on this forum that deals with cubes, and as we were interested, we asked Barbara at Omlet if we could see one locally. One lady was happy to show us her hens and cube in her back garden - she also had an eglu. From that visit we ordered a cube too. We put it up ourselves, but were a couple of screws loose (in more ways than one, but that's usually just me!), but a phone call to customer service, and we had the missing items in the post next morning - well done that girl. They really do offer a good service. Another thing to bear in mind is that if any new product that Omlet produces and it doesn't quite meet our standards, this forum will soon let everyone know! Barbara has also been very helpful with tons of chicken related questions before I discovered the forum - now the people on here are pestered by me instead. Quote Link to comment Share on other sites More sharing options...
Tessa the Duchess Posted May 28, 2008 Share Posted May 28, 2008 Frankly, Omlet is a business not a public service, if you are not happy take your custom elsewhere! Not so easy though, there is no other hen accomodation anything like an Eglu Tessa Quote Link to comment Share on other sites More sharing options...
Crooked Chicken Posted May 28, 2008 Share Posted May 28, 2008 I love my Eglu's, and the service I have had from Omlet in the past has been nothing less that perfect. Customer Service has always been friendly and helpful. In fact I've been so happy that I am on the verge of ordering a cube. (Just going to view one tomorrow before biting the bullet!!) I'm sure your experience was an unfortunate one off, and hope it doesn't cloud your view of Omlet as a company. The Eglu is absolutely wonderful and I'm sure you will find keeping chickens a real joy. I love my girls. It's very addictive, and they bring your garden to life. Quote Link to comment Share on other sites More sharing options...
49TCV Posted May 28, 2008 Author Share Posted May 28, 2008 Dear James Just a line to thank you for taking the time to post a reply to the points I raised. I think the points raised were very valid and need to be aired, you are an Internet based company and if you do not reply ,that is akin to a shop having the blinds down. I am still interested in the product, if only because you have no real competitor. If you are at the show and I would guess you will be at other shows, why not keep a programme list on the site? I will be back in touch soon regards Neil Birch Quote Link to comment Share on other sites More sharing options...
49TCV Posted May 28, 2008 Author Share Posted May 28, 2008 Can I thank everyone for there support. Your reassurance is great and I understand it but because of your empathy with the product I felt really let down today. I have copied a reply to james and I thank him for his response. Hopefully tomorrow will be better Quote Link to comment Share on other sites More sharing options...
Tigerlily Posted May 28, 2008 Share Posted May 28, 2008 Hi 49TCV, I was looking on the website today - and on the homepage it tells you all about the Bath and West show (on the bulletin board to the left of the page). I think the customer service from Omlet is 1st class I have had no problems and I love my eglu The fact that James has posted here directly proves the point that they have excellent customer service BW x I hope you get some chooks Quote Link to comment Share on other sites More sharing options...
StephanieSB Posted May 29, 2008 Share Posted May 29, 2008 I've had great help from Omlet over the phone (making orders, cancelling orders, re-ordering, then dropping bits from the oder, then adding on another thing to the order) -- and they answered right away, were patient and polite, and got things done immediately. Truly impressive. None better. Over email, though... yikes. Frustrating. No answer to an email I wrote over three weeks ago with a very simple question (or one I wrote in January to be honest; though I don't recall now what I wanted to know). They are a small company, yes, but it'd be sad if that kind of thing ended up damnpening sales or driving away customers. As anyone in sales can tell you: new customers are not a patient lot if they can go elsewhere. Right now Omlet has no direct competitors; if and when they do, such silences, understandable as they are for a small company, will hurt. Quote Link to comment Share on other sites More sharing options...
49TCV Posted May 29, 2008 Author Share Posted May 29, 2008 Hi thanks for all of the notes from the forum , I appreciate your input. The flag on the show for the website does now come up but only appeared after my first comment to the site. I have also suggested to omlet that if they are going to be at a show they list it and if poss put directions, a map or a stand no. In there defence they were only allocated the stand a few days ago and there was little or no notice for the office to catch up. I had to go back to the B and W show again today and bumped into Johannes who was really helpful , the eglu is as much for us as afamily as it is for my son and Harry my son was with me. I am pleased to say that by the end of the day we purchased one and it will be delivered soon Thank you for your help and input, I appreciate it and it is the loyalty the company has that it should so precious of and thats why it needs to value its customers again thank you Neil Quote Link to comment Share on other sites More sharing options...
Egg Lou Posted May 29, 2008 Share Posted May 29, 2008 Hi Neil Thanks for coming back and letting us know you have a happier ending. I believe you will be very happy with your choice wish you and your family the very best of luck with your new eglu and girls! Quote Link to comment Share on other sites More sharing options...
jomaxsmith Posted May 29, 2008 Share Posted May 29, 2008 49TCV If you really just want to see a real life Eglu or Cube then there is a sub board of this discussion board entitled 'Visit an egluowner' There should be someone near you who can show you the product in use, I'm not excusing the poor service you received, by the way, just suggesting a different way of seeing an Omlet chicken house Jo EDIT: Oops - sorry, posted this after reading the first page of messages without realising you'd now bought one! Quote Link to comment Share on other sites More sharing options...
Tigerlily Posted May 29, 2008 Share Posted May 29, 2008 Glad it all went well for you You won't regret getting an eglu and some chooks, I've had my girls 5 days now and they have made us so happy and they seem really happy too! Plus the Eglu is so easy to keep clean, which is a much added bonus BW x Quote Link to comment Share on other sites More sharing options...
