Chicken Nugget Posted July 24, 2007 Share Posted July 24, 2007 I ordered some extras for my hens a few weeks ago. Some Vermex, Bokashi and Garlic Powder. The items were delivered in a poorly wrapped package and the tub of garlic powder had burst open, covering the other contents of the package. I managed to rescue the Bokashi and Vermex (although they absolutely stink of garlic) but the contents of the Garlic Powder tub were pretty well distributed throughout the bag and ended up in the bin. I emailed Omlet immediatley to inform them what happened and asked for a new tub of Garlic Powder or a refund. That was 3 weeks ago and I have still had no reply. Considering the amount of money I have spent on the Omlet site, I am not very impressed with their customer service (or lack of). Has anyone else had any problems with Omlet?? Quote Link to comment Share on other sites More sharing options...
Sheilaz Posted July 24, 2007 Share Posted July 24, 2007 No, I've always been pleased with posted items, so I'm sorry to hear that. I have been suggesting that people 'phone Omlet directly if something needs sorting, rather than email, as I know they've been snowed under. No excuse for poor packaging etc, but I do understand that they have had a combination of being frantically busy yet also beset with obstacles to overcome this summer. From my conversations with Omlet, they always try to help and really do value their loyal customers, so don't give up. You've been unlucky to be on the end of an unsatisfactory parcel. Do give them a ring & see what they say. Good luck & best wishes xx PS. I'm not paid by Omlet! Quote Link to comment Share on other sites More sharing options...
Olly Posted July 24, 2007 Share Posted July 24, 2007 really sorry to hear that, in my (admittedly limited) experience their customer service has been very good, and the packaging has always been fine. It's one of the dangers of email - because it's usually so instant, we tend to assume that it's been received at the other end, I should think it's more likely that your email didn't reach them for some reason. I agree, ring them and I'm sure they will sort it out. Quote Link to comment Share on other sites More sharing options...
starboyhull Posted July 24, 2007 Share Posted July 24, 2007 Someone did mention that they had started employing more people.....I wonder if its a training issue with new staff, or that some of the new ones are not very good........ Im sure a call to them will soon sort it out though, although for a company you can order online, there is no real excuse for not getting back to you (unless they didnt get the email)..... Quote Link to comment Share on other sites More sharing options...
Couperman Posted July 24, 2007 Share Posted July 24, 2007 I think Omlet is one of the shining lights as far as customer service goes! OK they screw up the same as any other company you would care to mention does, but when you phone and tell them, they are courtious and sort the problem as soon as they can. People make mistakes, especially when busy, I judge companies on how they deal with complaints, some do nothing. One disgruntled customer = several lost sales. I am pretty sure if you call and tell them your complaint they will refund/replace/apologise etc. If you also bear in mind the current 'end of the world' weather conditions. Sorry to hear you are disappointed, but Omlet will be more disappointed not to hear. Good luck, Kev. Quote Link to comment Share on other sites More sharing options...
buffie Posted July 25, 2007 Share Posted July 25, 2007 The best policy is always to call them. They go out of their way to keep customers happy and a call will sort this out. BBx Quote Link to comment Share on other sites More sharing options...
Cinnamon Posted July 25, 2007 Share Posted July 25, 2007 Give them a ring- they will sort it out for you A whille back I had a similar problem.A tub of Red Mite Powder had burst & the whole package was not very good.Basically it was all heavy,bulky stuff put into a jiffy bag when it should have been boxed. They replaced it right away for me. They are generally a great company to deal with & I would place money on your email either having been overlooked or lost Personally speaking I would never contact any company by email if I was expecting a prompt reply or service. Phoning & actually speaking to a person is a much more reliable way to do things! Quote Link to comment Share on other sites More sharing options...
Egluntyne Posted July 25, 2007 Share Posted July 25, 2007 My roosting bars arrived yesterday, intact, having been ordered online on Saturday I think. My contact lenses arrived on the same day in a plastic bag with an apology note, with a bottle of cleaning solution and three lens cases missing. It looked as if someone had played football with the parcel in the depot. Maybe it was the deliverers who messed up your parcel rather than Omlet. I would give them a ring, and ask for a replacement. Quote Link to comment Share on other sites More sharing options...
Trish Posted July 25, 2007 Share Posted July 25, 2007 I've always had great service from Omlet but I do tend to phone. In any situation like this I prefer to phone, companies can't put things right if they don't realise there's a problem and email is not as reliable as we all tend to think Quote Link to comment Share on other sites More sharing options...
chocchick Posted July 25, 2007 Share Posted July 25, 2007 Any response from Omlet yet? I've had good service, but recently there do seem to be problems with deliveries reported on the forum. I've had a poor email response from the main omlet guys. I've not got responses before, and didn't know if they didn't get the email or just didn't reply. Barbara or individuals are fairly quick on email. Quote Link to comment Share on other sites More sharing options...
Barbara Posted July 25, 2007 Share Posted July 25, 2007 email is not as reliable as we all tend to think Trish you are absolutely right. My email was switched to a different system and I've just discovered that most of the emails sent to me over the weekend haven't been delivered so if anyone is waiting for a reply from me (I don't know about the others but they are probably in the same boat), please email me again as I haven't received them! I can't comment about the deliveries as I don't work at Omlet HQ but I'm sure the guys there will be checking things out. Quote Link to comment Share on other sites More sharing options...
starboyhull Posted July 25, 2007 Share Posted July 25, 2007 I have to disagree with email not being as relaible as we think.......Most online companies would not exist if email was not reliable...... Email is very reliable if used properly and setup correctly, unfortunately partly due to "free" email accounts email is becoming less reliable becauce these email addresses / server find themselves on black lists which then blocks that server / email address sending out emails..... If mail servers are well managed then there should be no reason that email is not reliable, in fact most mail servers will queue mail for several days if the recipients server is unavailable....... The problems occur when people forget they have an email and then say it must have got lost, it went in my junk mail etc.....I know I have done it in the past as its easy to deny receiving it and its difficult for a sender to prove they got it..... Hope that come across as I intended and didnt sound rude Quote Link to comment Share on other sites More sharing options...
Olly Posted July 25, 2007 Share Posted July 25, 2007 I do agree that it's mostly reliable, but I'm a risk manager and part of my job is reminding people of a simple fact ... just because you sent it, doesn't mean it's been received! The same is true of post, or faxes. You can misspell the address ... put another address in by mistake .. the recipient's server may be down, they may have changed address and not told you, their spam or junkmail filters may not let it through (sometimes for quite innocent reasons - see the 'word censor' thread!) ... the recipient may be on holiday and "Ooops, word censored!"ody else is reading their email, there are scores of perfectly ordinary reasons why it doesn't get through. But we all ASSUME that it's instant, and that it's been delivered! If it's urgent, then follow it up. If I'd emailed Omlet (or anyone else) with a complaint and heard nothing, I wouldn't wait three weeks; I'd be on the phone after three days. I think in this case, it's more likely that the email was never received, than that they have chosen to ignore it. Quote Link to comment Share on other sites More sharing options...
chocchick Posted July 25, 2007 Share Posted July 25, 2007 Off topic from Omlet... I get what you mean, it does tend to depend on the system/person. Dominos pizza has launched an online delivery service. I am starting to come round to phone calls though unless I get a fairly quick reply/if urgent. On topic.. I like the way Barbara proved my point about quick responses by replying Omlet are good on the phone, and with individual email addresses. I do feel the main Omlet guys would want to respond even if they didn't email back. It sounds like a recent problem, or an exception. Quote Link to comment Share on other sites More sharing options...
buffie Posted July 25, 2007 Share Posted July 25, 2007 If you get alot of emails per day, believe me it's easy to lose one or two in the inbox. Follow up is my policy. BBx Quote Link to comment Share on other sites More sharing options...
Barbara Posted July 25, 2007 Share Posted July 25, 2007 On topic..I like the way Barbara proved my point about quick responses by replying I'm on the ball, Chocchick . I find the most frustrating thing about e-mails is that people don't check their addresses before sending to me through the website. I get 2 or 3 carefully typed out replies bouncing back to me because the recipient is "unknown" each day and it's so annoying when you've spent 10 minutes or so composing a reply to find the postmaster has sent it back to you!! The other frustrating thing is people's junk filters often spit my messages back out with a "so and so isn't accepting mail from barbara@omlet". So if I don't reply, there are several reasons why not . Quote Link to comment Share on other sites More sharing options...
UkButton Posted July 25, 2007 Share Posted July 25, 2007 I have found Omlet very helpfull both electronically and on the phone. As above i'd phone them... In fact I'd be surprised if they are not aware of this thread. Quote Link to comment Share on other sites More sharing options...
Chicken Nugget Posted July 25, 2007 Author Share Posted July 25, 2007 Thanks to everyone who responded. Seems the best course of action would be to give them a phone. I'll try tomorrow. Thanks again. Quote Link to comment Share on other sites More sharing options...
Mrs Frugal Posted July 25, 2007 Share Posted July 25, 2007 Apparently James has installed a new phone system or something so hopefully you'll be able to get through. It's been a bit troublesome actually speaking to someone over the past few weeks but it sounds like he's cracked it now. Quote Link to comment Share on other sites More sharing options...
Jules. Posted July 25, 2007 Share Posted July 25, 2007 Apparently James has installed a new phone system or something so hopefully you'll be able to get through. It's been a bit troublesome actually speaking to someone over the past few weeks but it sounds like he's cracked it now. OH left a message on the answerphone at Omlet a week last saturday, to see if they would come to us to deliver & install a cube, as we don't fancy putting one up ourselves. If you look on the map of where they deliver to we are included in the area, but not when the post code is typed in Anyway........ he has not had a call back, either. Quote Link to comment Share on other sites More sharing options...
Sheilaz Posted July 25, 2007 Share Posted July 25, 2007 Hi Jules, they don't staff the phones at weekends. Although you (OH) left a message, it'd be worth 'phoning them during office hours I'd have thought. Hey, the penny has just dropped about your query. Hurray, I knew you had Cubitis! You'd love it. Get on that 'phone tomorrow! PS. Good luck Chicken Nugget. Quote Link to comment Share on other sites More sharing options...
Snowy Posted July 25, 2007 Share Posted July 25, 2007 I rang them yesterday and left a message to call me back. They did, exactly when I asked (I was in and out all afternoon). Wanted to order a CUBE! Quote Link to comment Share on other sites More sharing options...
Chicken Nugget Posted July 25, 2007 Author Share Posted July 25, 2007 Snowy, I'm not surprised they called you back if you wanted to order a cube. It's amazing how helpful companies can be when you are looking to purchase from them. Quote Link to comment Share on other sites More sharing options...
Snowy Posted July 25, 2007 Share Posted July 25, 2007 Ah but I didn't tell them that when I left the message! Quote Link to comment Share on other sites More sharing options...
Olly Posted July 26, 2007 Share Posted July 26, 2007 Chicken Nugget, any news on your problem? Have you rung them and got it sorted out? I think we all have such faith in Omlet, we're hoping to hear that there is a happy ending to your story! Let us know how you get on. Quote Link to comment Share on other sites More sharing options...