Shwmae horse products

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brucea said:
Wow - 282 pages and 266k+ views. And it's still here :-)

I have some sympathy with them to be honest. They've young, this is probably their first business and it's been successful in terms of getting orders. They got in over their heads and now maybe are getting a bit of help to sort it all out.

And 282 pages and 266k+ views and an anti FB page is a great big slice of crow pie to swallow.

Maybe a competitor will acquire them and their order book - who knows.

But Britain needs all the small businesses it can get, this could have grown to be a nice small business and may well yet if they get the right help and the humility to accept it.
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This is very true, BUT on the other hand, age should not come into it, neither should inexperience, people are paying them money and not receiving their goods, or the work on the item is shoddy, the fact they still have orders outstanding from months ago, but are sending orders that were places after, I think they know exactly what they are doing!

First would be to close the books until all orders are fulfilled!
Stop sticking their head in the sand, because you are right, they could have one hell of a business, but if they keep this up.....
 
Have you seen recently on the review page the poor person being refused a refund because she dared voice an opinion on her item which wasn't fit for use??

Seriously I think they are forgetting there are laws in this country against what they are doing!
 
this has just come through on the fb true review page, great for the person involved, i have had permission to copy it to warn people without their name on it! they are still lying!!! ' Yes that is the full amount and no that was thru paypal , paypal sent me an email saying the seller had contacted them and given them a courier and tracking number for my order , but I didn't want the onesie anymore they had lied about so much , so I called paypal and explained again the guy on the phone them
Went off for a few mins to find out some info about this , he said when he came back that the courier and tracking number were fake and I would have my money showing back in my account within an hour , I also told him a bit more and he said he was going to investigate further about the company and if possible ban them from using paypal !! RESULT !! So keep trying and pestering it is possible to get money back somehow !
4 minutes ago · Unlike · 1
 
minkara said:
this has just come through on the fb true review page, great for the person involved, i have had permission to copy it to warn people without their name on it! they are still lying!!! ' Yes that is the full amount and no that was thru paypal , paypal sent me an email saying the seller had contacted them and given them a courier and tracking number for my order , but I didn't want the onesie anymore they had lied about so much , so I called paypal and explained again the guy on the phone them
Went off for a few mins to find out some info about this , he said when he came back that the courier and tracking number were fake and I would have my money showing back in my account within an hour , I also told him a bit more and he said he was going to investigate further about the company and if possible ban them from using paypal !! RESULT !! So keep trying and pestering it is possible to get money back somehow !
4 minutes ago · Unlike · 1
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That's excellent news for one customer! Keep up the good work, the more complaints through to PayPal then the better. Let's hope we see lots more refunds from them.
 
I think im that poor person! Lol. Apparently because its 'used' (for less than 2 hours and the leg fell off!) Im only entitled to a repair not a refund. Totally dismissing the fact its unfit for purpose. They have been ignoring my messages & emails until now that ive been publishing their replies!
 
minkara said:
he said when he came back that the courier and tracking number were fake and I would have my money showing back in my account within an hour , I also told him a bit more and he said he was going to investigate further about the company and if possible ban them from using paypal !! RESULT !!
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I wonder if this person can do a follow up on how the PayPal investigation into Shwmae is going and what conclusions they reach?

Seems like a HUGE mistake to give PayPal a false tracking number ... I guess they were either hoping it would not be followed through.

People who don't tell the truth always get caught out in the end !
 
NicNacsTack said:
I think im that poor person! Lol. Apparently because its 'used' (for less than 2 hours and the leg fell off!) Im only entitled to a repair not a refund. Totally dismissing the fact its unfit for purpose. They have been ignoring my messages & emails until now that ive been publishing their replies!
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Yes they were ignoring all my messages until I went 'public' on threads. Alas that just made them determined to not do any of the alterations and just say tough luck.

Anyway my claim has now been submitted to the Small Claim Court so will have to wait and see.

Just for info, the open CCJ on Shwmae has still not been paid. The deadline date was 12th Jan. Next step will be bailiffs. Still its not good having CCJ's against your company.
 
Just received this email from Liverpool Wood Pellets - perhaps Shwmae should have issued a similar apology rather than blaming their customers!!

17th January 2014
Dear Customers,

Since Liverpool Wood Pellets commenced trading back in 2008, the most important business philosophy we have is that the customer is king and treating every customer with the level of care and service we would hope to receive ourselves. If you’ve ever spoken to us on the phone you will know exactly how we feel about our customers and the service we want to provide.

Bar occasional hiccups, we believe that we have achieved this goal until September last year when things didn’t go the way we hoped. This was caused by the culmination of a number of factors which included problems with a new pellet screening process we introduced, problems with new software systems and a seasonal increase in sales volume far greater than had been anticipated. And we ballsed up a couple of things ourselves, obviously not intentionally.

However, there are no excuses. We let down too many customers down with long delivery times and we are writing to you today to say we are really very sorry if you were one of the customers affected. Our only goal for this year is to restore Liverpool Wood Pellets reputation to its position as a quality supplier not only for product but also for super quick delivery times, customer care and service. We have overcome the problems we had and are already starting to get back to the service we used to offer, and we are beginning to better it.

If you were one of our regular customers, we hope you accept our apology. You know the service we normally provide.

If you were one of the new customers affected by delays or errors then I hope you will not be discouraged from ordering with Liverpool Wood Pellets again.

If you have anything you want to get off your chest in some way then please contact us and speak with our sales department, you paid us to do a job, we may not have delivered to you in a certain time, so apart from giving you an apology, if there is anything else we can do to make it up to you we will certainly try.

Assuring you of our best attention at all times,

Everybody at
Liverpool Wood Pellets
 
FabioandFreddy said:
Just received this email from Liverpool Wood Pellets - perhaps Shwmae should have issued a similar apology rather than blaming their customers!!

17th January 2014
Dear Customers,

Since Liverpool Wood Pellets commenced trading back in 2008, the most important business philosophy we have is that the customer is king and treating every customer with the level of care and service we would hope to receive ourselves. If you’ve ever spoken to us on the phone you will know exactly how we feel about our customers and the service we want to provide.

Bar occasional hiccups, we believe that we have achieved this goal until September last year when things didn’t go the way we hoped. This was caused by the culmination of a number of factors which included problems with a new pellet screening process we introduced, problems with new software systems and a seasonal increase in sales volume far greater than had been anticipated. And we ballsed up a couple of things ourselves, obviously not intentionally.

However, there are no excuses. We let down too many customers down with long delivery times and we are writing to you today to say we are really very sorry if you were one of the customers affected. Our only goal for this year is to restore Liverpool Wood Pellets reputation to its position as a quality supplier not only for product but also for super quick delivery times, customer care and service. We have overcome the problems we had and are already starting to get back to the service we used to offer, and we are beginning to better it.

If you were one of our regular customers, we hope you accept our apology. You know the service we normally provide.

If you were one of the new customers affected by delays or errors then I hope you will not be discouraged from ordering with Liverpool Wood Pellets again.

If you have anything you want to get off your chest in some way then please contact us and speak with our sales department, you paid us to do a job, we may not have delivered to you in a certain time, so apart from giving you an apology, if there is anything else we can do to make it up to you we will certainly try.

Assuring you of our best attention at all times,

Everybody at
Liverpool Wood Pellets
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Not from the 'You're all a bunch of jealous trolls' school of customer relations then?..How refreshing.

Maybe someone should remove the name of the company this email was submitted by and forward it to JC with the heading 'This is how you do it'
 
I thought that at first Brucea.....its easy to see how initially the orders piled up and it all got out of hand.
I have my own small business and have felt extremely out of my depth at times.
The thing is though you can t ignore customers who have given you money and are expecting items. FWIW for the volume of orders they seem to have taken the first thing they should do is explain to customers that there is a longer wait. You do loose one or two orders because of this but its not worth the hassle of dealing with dissappointed customers.
Never ever say something is in the post when its not. it only means the customer is going to be very untrusting the next time he or she rings.
I think these lasses really really need some help to salvage this business, im not sure its a name anyone would buy into seeing the publicity surrounding the firm.
To me the original mess was kind of understandable, given their age and the huge demand for the product. The way they have handled it and the length of time they have let it go on for is not.
 
FabioandFreddy said:
Just received this email from Liverpool Wood Pellets - perhaps Shwmae should have issued a similar apology rather than blaming their customers!!

17th January 2014
Dear Customers,

Since Liverpool Wood Pellets commenced trading back in 2008, the most important business philosophy we have is that the customer is king and treating every customer with the level of care and service we would hope to receive ourselves. If you’ve ever spoken to us on the phone you will know exactly how we feel about our customers and the service we want to provide.

Bar occasional hiccups, we believe that we have achieved this goal until September last year when things didn’t go the way we hoped. This was caused by the culmination of a number of factors which included problems with a new pellet screening process we introduced, problems with new software systems and a seasonal increase in sales volume far greater than had been anticipated. And we ballsed up a couple of things ourselves, obviously not intentionally.

However, there are no excuses. We let down too many customers down with long delivery times and we are writing to you today to say we are really very sorry if you were one of the customers affected. Our only goal for this year is to restore Liverpool Wood Pellets reputation to its position as a quality supplier not only for product but also for super quick delivery times, customer care and service. We have overcome the problems we had and are already starting to get back to the service we used to offer, and we are beginning to better it.

If you were one of our regular customers, we hope you accept our apology. You know the service we normally provide.

If you were one of the new customers affected by delays or errors then I hope you will not be discouraged from ordering with Liverpool Wood Pellets again.

If you have anything you want to get off your chest in some way then please contact us and speak with our sales department, you paid us to do a job, we may not have delivered to you in a certain time, so apart from giving you an apology, if there is anything else we can do to make it up to you we will certainly try.

Assuring you of our best attention at all times,

Everybody at
Liverpool Wood Pellets
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This sums up what a lot of us said way back in the middle of the thread somewhere.
NO company has a 100% track record for anything, be it things within their control, e.g. quality, supply etc, or not e.g. couriers etc.
It is what they do in reaction to the complaints/ queries which keeps people coming back.
That is a superb email IMO, addressing issues, making no excuses, apologising, and promising better service in future. You really can't say fairer than that.
If these two young ladies had used this approach (and backed it up) in the first place, then this thread would have never come to be.
 
the problem is, not only were they overwhelmed , BUT the products are useless!! sewn inside out, falling apart, not fitting, seams scrunched up, hoods so mis-shapen they are falling over horses eyes, so dangerous, the list goes on and on, so not only is their customer care non existant, their products are very sub standard!
 
Corner Mad House said:
Yes they were ignoring all my messages until I went 'public' on threads. Alas that just made them determined to not do any of the alterations and just say tough luck.

Anyway my claim has now been submitted to the Small Claim Court so will have to wait and see.

Just for info, the open CCJ on Shwmae has still not been paid. The deadline date was 12th Jan. Next step will be bailiffs. Still its not good having CCJ's against your company.
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Tends to not bode well with landlords either!
 
But not all the original orders could have been bad as there has been the odd customer happy with their item. I imagine that perhaps the shoddy workmanship that more recent customers have received are down to having far too many orders to fulfill in such a short space of time?
 
hi, ive just joined today to post on this thread. I also ordered from this company and have decided to just call it a day and lesson learnt, from now on ebay purchases will be my internet shopping so i have some warranty
 
I'm finding it rather nice that we have got several new posters who hadn't posted before this thread and have joined and are making their way round the forum, posting on various topics. Good to see another one peanuts1984.
 
Zero00000 said:
This is very true, BUT on the other hand, age should not come into it, neither should inexperience, people are paying them money and not receiving their goods, or the work on the item is shoddy, the fact they still have orders outstanding from months ago, but are sending orders that were places after, I think they know exactly what they are doing!

First would be to close the books until all orders are fulfilled!
Stop sticking their head in the sand, because you are right, they could have one hell of a business, but if they keep this up.....
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Well yes. But arrogance and bad decision making are part of being young. Hopefully they are learning from this. I say hopefully because the evidence of not having learned from it is still being churned out.
 
Why has Minkara gone grey?

Peanuts you shouldn't give up, there is some good advice on this thread from Cross which might help resolve your situation?

brucea -I believe they been running this business for 2-3 years already? Surely teething problems etc should have been sorted out by now and maybe sympathy should be for the unhappy customers?
 
whilst i agree NNT I think its a subtle(or not so subtle) to keep factual etc so the thread doesnt get closed as things did get a little dodgy some pages back. At end of day this thread needs to run so people can get advice :)
 
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