Omlet Staff james Posted June 20, 2007 Omlet Staff Share Posted June 20, 2007 Hi guys, I have just been reading about the problems you are having and I thought I should let you know what we are doing about it. Missing Cube Parts I am very sorry that some people have had cubes delivered with some of the small but essential items missing ( such as run clips ). The cube is a more complicated product than the standard eglu and the packing team are doing their best to ensure that everything required is included. Mistakes have not happened very often and if are missing items then we will always send them out immediately - just let us know. Our courier company Like you, we find delivery mistakes very frustrating. On balance, we have found Nightfreight to be reliable with all but a few deliveries arriving on time and in good condition. We have tried several courier companies in the past such as ANC, DHL, Express Dispatch etc and have found Nightfreight to be the best available. However, we have brought your complaints up with Nightfreight and hope to iron these problems out. Customer Service We are listening to you and are working hard to make things better. As ever you are very welcome to email me directly with problems, Yours, James james@omlet.co.uk p.s. Please could this posting be left unlocked so that people can add comments. Thanks. Link to comment Share on other sites More sharing options...
Guest Posted June 20, 2007 Share Posted June 20, 2007 Thank you for keeping us up to date - and having the curtesy of responding on here. Most of us do appreciate and understand the pressure that all your staff are under, and that they are doing their best to please us all. I am happy to wait until the pressure eases - as I know from having Eglus, and extra purchases from yourselves in the past - that the service has always been excellent. The Eglu is such a superb product and is now a finely tuned 'operation', and I am sure that the Cube will be too. The situation has probably been exacerbated as it is unusal for a company to have a product launch with most, if not all, of its pre-orders, and early sales being to existing customers (who mainly seem to be forum users ). It is understandable that with any new product there will be some problems all of which I am sure you will be happy to sort out as soon as feasibly possible. We know and appreciate that - and understand that probably the emphasis at the moment might be to get as many orders out as possible to your demanding customers I hope that other Cubists, will agree with these sentiments, and look forward to Johannes, and your return to the UK. I am sure HQ will be glad of the 'extra hands' Link to comment Share on other sites More sharing options...
Geoid Posted June 20, 2007 Share Posted June 20, 2007 Its good to hear that Omlet is sorting this out Link to comment Share on other sites More sharing options...
Olly Posted June 20, 2007 Share Posted June 20, 2007 I haven't actually experienced any delays, the service I've had has always been good - but I was a bit nervous after reading some of the other posts on here, as I haven't ordered anything recently. It's great to know that comments on here are listened to. The Eglu and Cube are such great products, they deserve an equally great service! Link to comment Share on other sites More sharing options...
Popcorn Posted July 2, 2007 Share Posted July 2, 2007 I've just made this post an Announcement as it was disappearing down the page, and I think it's important that members know that their concerns have been heard by James. Link to comment Share on other sites More sharing options...
Geoid Posted July 7, 2007 Share Posted July 7, 2007 Can Omlet change its courier company, as I am shocked by its service. First, they delivered 1 of 2 parcels - but I was'nt there so fair enough. Then I phone them up to arrange for redelivery, they where so unprofessional, they first say "Madam" to me, and im a MAN, not even an sorry, then in the background, some bloke is swearing his head off, I heard every word. Anyway, I Arrange delivery for friday, and guess what, they dont turn up!! Link to comment Share on other sites More sharing options...
Guest Posted July 7, 2007 Share Posted July 7, 2007 Oh you poor thing - that is so maddening isn't it - especially as it is a Friday and there is nothing you can do about it until Monday - leaving you fuming all weekend! I hope it turns up then Link to comment Share on other sites More sharing options...
buffie Posted July 8, 2007 Share Posted July 8, 2007 Can Omlet change its courier company, as I am shocked by its service.First, they delivered 1 of 2 parcels - but I was'nt there so fair enough. Then I phone them up to arrange for redelivery, they where so unprofessional, they first say "Madam" to me, and im a MAN, not even an sorry, then in the background, some bloke is swearing his head off, I heard every word. Anyway, I Arrange delivery for friday, and guess what, they dont turn up!
