Solitary chicken - need advice

[Grovefarm]

Well today was the day a cube was supposed to be delivered. I was going to post about how I had no problems with the delivery, but it didnt turn up so I cant.

 

I like most of the other posts here took a day off work just so I could take delivery of the cube so im now minus a days annual leave for no apparent reason.

 

I really really wanted to post something positive this evening but I cant. I ordered the cube over 2 months ago and paid for it back then because you cant tell what the state your bank account is going to be in 2 months times.

 

I know that they cant seem to make the things quick enough blah blah, but thats not really my problem, but after having an eglu for 3 years I am willing to wait as I think they generally have a great product range.

 

The thing that got me the most is if you have to wait this long for something to be delivered the least they can do is ring you a few days before just to confirm that its all still coming on the same day.

 

The delivery is again generally out of their control but the amount of moans and groans I've read on here about early delivery, damaged goods and no shows you would of thought they would have changed their contracts.

 

Its a real shame that omlet dont seem to worry very much about their processes for stocking products/customer relations, because they have a great product which is obvious because people are willing to wait months for delivery and suffer being messed around when delivery time comes, How many other products would you put up with that for. You'd just go elsewhere!

 

 

Im sorry to rant I really am as I wanted to post something positive on this board once the shiny new cube has been built in my garden but as its not there I cant. I am just rather cross that after spending £500 on one the basics dont seem to be covered by omlet.

[abwsco]

How annoying and irritating. I know I'd be furious. I'm amazed that they don't phone you to confirm delivery particularly as it's not a cheap item to buy.

[Olly]

oh how disappointing - I'd be stamping and screaming if I'd taken a day off work for no reason, never mind the excitement we all feel waiting for a new Cube to be delivered.

Don't blame you for wanting to rant about it a bit - I would.

[Egluntyne]

Disappointing for you.

 

Have you spoken to Omlet about it?

[Grovefarm]

yes I spoke to them on friday at about 4:50 they said the couriers deliver up to 7pm but if its not there by then, it should be delivered on monday. It irratated me a bit that no apology was offered at the time,as I say thats very basic customer service even if it isnt your fault directly.

 

Of course monday isnt any good for me cause im back at work so ill have to tryand get them to deliver at work.

[ubereglu]

That's really despicable and certainly shouldn't have happened-even if it's not Omlet's fault directly they should certainly have rung and complained to the courier company. The thing is as Omlet have no direct competition people can't go else where and in my opinion this is why then can get away with hiring RUBBISH courier companies. If everyone e-mailed all the posts on here about incorrect deliveries etc to them I think they should definitely stand up, take note and look for a better delivery company.

[redfrock]

 

Of course monday isnt any good for me cause im back at work so ill have to tryand get them to deliver at work.

 

not sure if you are aware but it comes in 5 very large boxes and won't fit in a lot of cars....

 

sorry to hear about another pants delivery

[Ain't Nobody Here]

Sorry to hear that . I'm not surprised you're furious, having wasted a day of annual leave and now having the inconvenience of it being delivered to your work .

 

I think a fairly strong complaint to Omlet is in order. I know it's not directly their fault, but they need to do something about their courier's performance.

[Jules.]

Sorry to hear that- it's really annoying & stressful, & although in the big scheme of things its a little drop in the ocean it still rankles.

 

My cube came a day early- good job I was at home.

My leaking cube sides that were sent back were collected a day early too- the poor courier bloke ( who rembered me & had originally delivered my cube) helped me box everything up.

[james]

Hi Grovefarm,

 

I am really sorry that your cube did not come on time and I can understand that it is really frustrating given that you took a day off work.

 

I would just like to respond to a couple of issue that have been raised.

 

The reason that there is an 5 - 8 week waiting list is simply because we have a limited amount of moulding tools. Each year we make more moulding tools to cover future predictions of demand – however this year demand has been exceptional and therefore there is a longer waiting list than we would like.

 

We did not call you because your Cube left us on time but unfortunately the courier company did not fulfil their agreement with us. The courier company that we use is one of the best we have found and generally reliable. However, I realise that we need to keep an eye on them. We meet with their management every two months and will bring these issues up. The reason for working with them is not price – but because they have out performed many others that we have tried and can handle large items best. If they do attempt delivery a day early and there is no-one in, then they will always come back the following day.

 

I hope that this has gone some way to explaining thing - but I realise that it doesn't stop it being frustrating when things go wrong . We put a lot of effort into customer service and it is very important to us that our customers are happy.

 

I will call you on Monday to rearrange your delivery and see if we can work out a solution that would be convenient for you.

 

Yours,

 

James

james@omlet.co.uk

01295 757 142

[Guest]

I have to say in defense of Omlet I am one of the people who find nightfreight excellent. Unlike several other courier companies they can find my house. Also unlike others they deliver to my doorstep when there is "Ooops, word censored!"ody home. DHL will NOT do that and then expect me to collect or wait home - I'm a teacher so I CAN'T take the day off - collecting a cube would be near impossible even in my large car as there really are some very large boxes!

 

I buy a lot on Ebay and I have experienced a LOT of delivery companies that are worse than nightfreight - probably for you some of those are better. I think it's almost luck as to which courier company works for which address.

[Grovefarm]

James,

 

I really appriciate the reply and I do realise that most deliveries are carried out with no problem. I just feel that the one major thing omlet could of done with such a long lead time is a few days before delivery is due just give the customer a ring (leave a message it doesnt need a reply) and ask if its all still ok to deliver on that day. At about 3 o'clock I started wondering if it was actually sent out.

 

Tomorow there is a slight risk that someone might be around to take delivery so I shall hope that they may happen to turn up when someone is here, if not hopefully they will leave it somewhere in our garden as pengiunmad has suggested..

[Grovefarm]

Well, I must say today has been a very good day and my faith in omlet has been restored, before leaving for work today I left a note for the courier about what to do if im not in, was just walking in the door to work and james rang me. He discussed the issues I've been having and had already called the courier to check what was going on. I must say he was a lovely chap to chat to and I am very greatful for what he has done for me. needless to say I got this picture from my OH so looks like im going to be busy this evening when I get home.

 

 

Thanks again james for helping me out, im now a very happy man indeed. just need to buy more chickens now!

[Egluntyne]

All's well that ends well.

 

Good to hear that they respond to customer concerns.

 

I especially like that little chicken that seems to have come with the Cube.

[Olly]

glad to hear it's been resolved, I have great faith in Omlet but there have been quite a few posts about the courier service so it's interesting to read the response from James.