Awful Customer Service
Discussion
I am not often one to moan when things go wrong but this really got up my nose. A week ago I ordered the following:
• Electric Window Kit
• Central Door Locking Kit
• Alarm Interface Kit
• And a power window module
All were showing in stock and with 48 hour courier. I order on a Friday so I was expecting them on the following Monday. Its now Thursday and I have not had anything from the supplier, so I call them to hear that the components come from the manufacturer, and they are not held in stock – and straight away I am offered a full refund! I mean what? No reason as to why I have not been informed of this fact, no reason as to the parts showing ‘in stock on the website and worst of all no apoligy as to the order being delivered late - just
‘I aint going to explain myself mate, I will give you a full refund or get them to you tomorrow’
How these people have stayed in business since Bill Wood and Les Pickett started the business in 1947 with customer service like that I have no idea.
Lets wait and see what tomorrow brings
No its not alright.
If you offer a product, and a delivery service, you need to stick to what you offer. I now wonder how long it would have been before they contacted me, would it just have gone on and on? I wouldnt have minded but I have a deadline and I am now 3 days behind as a result of this poor service.
If you offer a product, and a delivery service, you need to stick to what you offer. I now wonder how long it would have been before they contacted me, would it just have gone on and on? I wouldnt have minded but I have a deadline and I am now 3 days behind as a result of this poor service.
Well the parts arrived, but I am now in the US with work, so its the car is delayed by a couple of weeks. I pay for a service, and thats what I expect, with a refund I'm back where I started, but 7 days later. I am glad hospitals, air traffic control, Police dont operate in the same fashion.
Personally if I ordered something on a Friday on 48 hour delivery I wouldn't expect it till Tuesday/Wednesday. There is no guarantee that W&P will get it despatched the same day you order, and even if they had, I wouldn't expect 48 hour courier service to include weekends.
Having said that, it is expected that companies keep customers up-to-date with estimated delivery times, etc. It also sounds like W&P are just offering these products that are drop-shipped straight from the supplier, which unfortunately means W&P place their customer service reputation in the hands of their suppliers.
I don't think this is the worst customer service story in the world, far, far from it. But I do think W&P could have improved their communication and given the customer realistic delivery estimates.
Having said that, it is expected that companies keep customers up-to-date with estimated delivery times, etc. It also sounds like W&P are just offering these products that are drop-shipped straight from the supplier, which unfortunately means W&P place their customer service reputation in the hands of their suppliers.
I don't think this is the worst customer service story in the world, far, far from it. But I do think W&P could have improved their communication and given the customer realistic delivery estimates.
I know its not world war 3, and I know I am over sensitive, but what got me was the fact I had to call them, not them call me to advise of the delay. It was just the cherry on the cake of a s
te week for me.
It won’t stop me from buying from them in future, ad it helps me to know I am in the minority when it comes to this sort of thing, and in 15 years of playing with Minis it’s the first time I have had cause to moan.
Normal service will be resumed forthwith
te week for me.It won’t stop me from buying from them in future, ad it helps me to know I am in the minority when it comes to this sort of thing, and in 15 years of playing with Minis it’s the first time I have had cause to moan.
Normal service will be resumed forthwith
Extra 300 Driver said:
Well the parts arrived, but I am now in the US with work, so its the car is delayed by a couple of weeks. I pay for a service, and thats what I expect, with a refund I'm back where I started, but 7 days later. I am glad hospitals, air traffic control, Police dont operate in the same fashion.
Blimey. Do you realise a reccesion is on, people are really struggling so they do not/can't keep stock levels up? What is it you actually do for a job, to get so outraged over a part for a car being delayed for just a few days, that you need to start a thread on here about it?Though yes technically the shop is at fault, I bet their supplier promised them that they could get the parts sent ASAP, so as not to keep stock.
Finally you should think yourself bloody lucky. I ordered a pair of exhaust tips for my 911. They took over 4 weeks to arrive.
Lifes hard out there at the moment ......and that moment has lasted 4 years..
Wozy68 said:
Blimey. Do you realise a reccesion is on, people are really struggling so they do not/can't keep stock levels up? What is it you actually do for a job, to get so outraged over a part for a car being delayed for just a few days, that you need to start a thread on here about it?
Though yes technically the shop is at fault, I bet their supplier promised them that they could get the parts sent ASAP, so as not to keep stock.
Finally you should think yourself bloody lucky. I ordered a pair of exhaust tips for my 911. They took over 4 weeks to arrive.
Lifes hard out there at the moment ......and that moment has lasted 4 years..
All well and good but its not an excuse for shoddy service. A reccesion means you have to run to stand still....thats how you survive oneThough yes technically the shop is at fault, I bet their supplier promised them that they could get the parts sent ASAP, so as not to keep stock.
Finally you should think yourself bloody lucky. I ordered a pair of exhaust tips for my 911. They took over 4 weeks to arrive.
Lifes hard out there at the moment ......and that moment has lasted 4 years..
zeb said:
All well and good but its not an excuse for shoddy service. A reccesion means you have to run to stand still....thats how you survive one
I'd hardly call it shoddy service, more impatient customer. I think anyone who has managed to last this long, has done pretty well.
Though I agree with your terminology.
Wozy68 said:
I'd hardly call it shoddy service, more impatient customer.
I think anyone who has managed to last this long, has done pretty well.
Though I agree with your terminology.
I order sometning on a Friday, with a 48 hour delivery quote. All items are shown in stock. I dont expect them to deliver over a weekend, so I am expecting Tuesday or Wednesday. I call on Thursday for an update, to be told the items are despactched from the OEM and not W&P and I can have them tomorrow, or a full refund. I need my parts so I have them sent the next day and they arrive.I think anyone who has managed to last this long, has done pretty well.
Though I agree with your terminology.
My point was:
Why did I have to call them, not them call me, after the expected, and reasonable time for delivery had expired.
Why were they delivered within 24 hours after I called them, but could not be delivered up to that point
Why did the seller show they were in stock, when they were not in stock but with their supplier on their shelf
I thought this was closed, but you've asked me to explane my thoughts so I have.
To be fair, in your OP you state that you were expecting them Monday. That's order processed, packed, sent out and delivered via 48 hour courier, all in less than 48 hours.
As I stated in my other post, on this occasion I think the customer was initially a little impatient, but also the supplier needs to have much better communication. If W&P had sent out an email on Friday/Monday stating estimated delivery times, then this could have been dealt with much earlier on and would probably have never resulted in this topic!
As I stated in my other post, on this occasion I think the customer was initially a little impatient, but also the supplier needs to have much better communication. If W&P had sent out an email on Friday/Monday stating estimated delivery times, then this could have been dealt with much earlier on and would probably have never resulted in this topic!
jammy_basturd said:
To be fair, in your OP you state that you were expecting them Monday. That's order processed, packed, sent out and delivered via 48 hour courier, all in less than 48 hours.
As I stated in my other post, on this occasion I think the customer was initially a little impatient, but also the supplier needs to have much better communication. If W&P had sent out an email on Friday/Monday stating estimated delivery times, then this could have been dealt with much earlier on and would probably have never resulted in this topic!
I didn't really expect them Monday, althought it would have been nice. More communication from them would have stopped all this, you're rightAs I stated in my other post, on this occasion I think the customer was initially a little impatient, but also the supplier needs to have much better communication. If W&P had sent out an email on Friday/Monday stating estimated delivery times, then this could have been dealt with much earlier on and would probably have never resulted in this topic!
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