The Dogmother Posted June 12, 2015 Share Posted June 12, 2015 I am absolutely fuming.... I ordered an item on Tuesday of this week on the understanding that it would be delivered by the weekend (they quote a free delivery within 3 days). I was sent the usual tracking email, which told me that it would be out for delivery on Wednesday, so I was delighted and surprised. Package didn't arrive on Wednesday, so I gave them the benefit of doubt, and thought it would turn up yesterday (Thursday) in the meantime, the tracking link had been updated to show delivery for Thursday. It still didn't turn up on Thursday, so I tried phoning the retailer on their free helpline - no answer, tried calling again - no answer, so I completed the email form on their website... still no reply. Patience is now wearing thin! I emailed the courier (UPS) and they were unable to explain the delay, but promised that it would be delivered to me before 7pm that evening... it was 8.30pm by that time After several more emails back and forth, the product still hasn't arrived, and I still haven't been able to speak to the retailer. I am fuming, and a hex has been sent Quote Link to comment Share on other sites More sharing options...
chickencam Posted June 12, 2015 Share Posted June 12, 2015 Frustrating Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted June 12, 2015 Author Share Posted June 12, 2015 I am going to ring UPS in the morning and see if I can get a straight answer out of them. Quote Link to comment Share on other sites More sharing options...
gavclojak Posted June 13, 2015 Share Posted June 13, 2015 I had the same when I ordered the cube, I waited ages anyway and when the delivery date was given and promised for the Thurdsay (ex-batts arriving that Saturday) and dad organised to come and put it together half of the consignment arrived and the other half ended up in a sorting centre up north, Omlet customer service were awful, completely uninterested and it was only that a guy from said sorting office took pity on me and put it on a lorry to London that I actually got it the following day. I was not only fuming but very distressed, these were my first hens and I had already put off taking some before because there was a delay on the supply of the cube, I think it was a six week wait. I did email omlet after the event and the guy who emailed back was excellent. Your paying for a service regardless if it was "free delivery" that price has been factored in so it really isn't good enough Quote Link to comment Share on other sites More sharing options...
soapdragon Posted June 13, 2015 Share Posted June 13, 2015 Heres hoping that the hex worked! I find that courier experience is either brilliant or a disaster....never anything in between! Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted June 13, 2015 Author Share Posted June 13, 2015 Well... UPS has redeemed itself! I called their customer helpline at 8am, after wrangling with their truly dire phone menu, I spoke to a really helpful operator.... I had a call back (within the promised hour) from the depot in Abingdon, abject apologies, and better still, the promise to delivery the parcel this morning. An hour later and I have the goods. A hex on the retailer though as they still haven't responded to three points of contact from me, and you can NEVER get through on their phone number!!!!! Quote Link to comment Share on other sites More sharing options...
bluekarin Posted June 13, 2015 Share Posted June 13, 2015 I think that's a bit more than annoying, it's worrying that the retailer is so very uncontactable. Have you done a google review search on them or is it a company you have used before? I had an annoying online purchase recently. I finally bought a roof box for our camping trips which I found for an excellent price on Amazon. It turned up the day before we we due to go away and stupidly we didn't check the box for the fittings. The next day, loading the car we went to put the roof box on the bars and no fixings!!! Thankfully, the tent was already down at the campsite along with a lot of the other equipment otherwise I don't know how we would have got there with 5 people plus a dog. Anyway after a few emails, the seller requesting a photo which I take I can send them but would just be of the empty roof box with two pieces of paper in it and sense prevailed, we eventually got our fixings after 12 days. I have still yet to leave feedback and probably won't end up doing so. Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted June 13, 2015 Author Share Posted June 13, 2015 That's annoying Karin I can't see any reviews for them online, but I intend to send them a salvo, and to get Rosie/someone with facebook to blast them on there on my behalf too. Quote Link to comment Share on other sites More sharing options...
WitchHazel Posted June 17, 2015 Share Posted June 17, 2015 Did the company ever get back to you Clare? Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted June 17, 2015 Author Share Posted June 17, 2015 Nope I sent them in a stinking email telling them exactly what I thought of their customer service, and copied it to a couple of review sites too. Stinks really Quote Link to comment Share on other sites More sharing options...
WitchHazel Posted June 17, 2015 Share Posted June 17, 2015 That's really poor, and much worse than the problem that caused it in the first place. Most people accept that, even if it is annoying, sometimes things go wrong. What's important then is that the company acknowledges, apologises, and then tries to do something about it. Good customer service after a problem is likely to create much stronger customer loyalty. When it isn't handled well - or isn't handled at all - it ends up with the annoyance getting worse, to the point where the customer refuses to use that company again - and also telling their friends about their poor experience. It's very short sighted of them, At the every least they should reply and say how sorry they are, that things are in a bit of a mess and they are working to get things sorted out! Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted June 17, 2015 Author Share Posted June 17, 2015 My thoughts exactly, Hazel. I shall make sure that anyone who asks me knows what I think. Quote Link to comment Share on other sites More sharing options...
bluekarin Posted June 17, 2015 Share Posted June 17, 2015 That's just dreadful, no excuse in this day and age. I think you should name and shame, if only to stop us from making the same mistake. Quote Link to comment Share on other sites More sharing options...
soapdragon Posted June 17, 2015 Share Posted June 17, 2015 OOOOOh yes, DM. Do tell. Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted June 17, 2015 Author Share Posted June 17, 2015 I think it's only fair; they have provided really poor service..... it was Ray Ban I was replacing a 25 year old pair of sunglasses, which had eventually fallen apart. They are the only ones which don't fall off my nose! Quote Link to comment Share on other sites More sharing options...
soapdragon Posted June 17, 2015 Share Posted June 17, 2015 Good grief ! Would certainly expect top notch service there as they are not cheap (very, very good but not cheap!!!) Quote Link to comment Share on other sites More sharing options...
bluekarin Posted June 17, 2015 Share Posted June 17, 2015 I am surprised as well! They charge enough for their glasses, you'd expect a certain level of service! Well, no worry about me ordering from them as I have to wear prescription shades Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted June 17, 2015 Author Share Posted June 17, 2015 Their children's range is the only one which fits me well still, if they last 25 years, then it works out pretty cheaply. Quote Link to comment Share on other sites More sharing options...
ubereglu Posted June 19, 2015 Share Posted June 19, 2015 That is surprising to receive such poor service from a company such as them DM, I am surprised, especially having done work experience at an optician which stocks their products, and never hearing bad words about them...maybe they care more about larger orders then. Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted June 19, 2015 Author Share Posted June 19, 2015 I was really shocked too Liz, especially as it's a considerable investment for me, and while the product quality is excellent, their customer care stinks... yes Ray Ban... that's YOU!!! Quote Link to comment Share on other sites More sharing options...
