What would you expect from this situation? *poll*

What would you expect the company to do to rectify the situation???

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charlimouse

charlimouse

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On Tuesday I ordered 12 dressage markers for a 20x60 arena online from a large, well known company. This morning when they arrived I found I had been sent the 8 markers for a 20x40, but was missing R,S,V,P. Checked my receipt which said a pack of 12 had been ordered (so company's fault, not mine!). Bearing (sp?) in mind I need these markers by Monday at the latest (hence why I paid for the gaurenteed (sp?) delivery within 4 days), what would you expect the company to do to recitfy (sp?) their mistake???????

(Just want to know if I am being unreasonable or not!!! :o)
 
I would expect them to send the outstanding markers via next day delivery before 1pm or a full refund as they failed to send what you paid for in the required time
They may not give you a refund but may provide a credit note - all depends on the company and how they operate
 
they need to send u out the missing markers by 24 hour courier at THERE expense or full refund with return of markers again at THERE expense as this was a error there end not yours
 
I would expect them to send you the missing markers immediately, free of charge.

If they do not arrive in time, I would ask for the difference between what you paid for the express delivery and standard delivery to be refunded to you.
 
Maletto said:
I would expect them to send you the missing markers immediately, free of charge.

If they do not arrive in time, I would ask for the difference between what you paid for the express delivery and standard delivery to be refunded to you.
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I agree.

I had a recent delivery where the items had been mixed up. THe company asked me to send the wrong item back, and they would refund me not only that postage but my original postage too.... how fantastic was that
 
So i'll let you know what happened...................

..................... Phoned the company. They said I would have to post back the markers, when they recieved them back they would send out a new set, so it would take about a week. They then had the cheek to ask if I wanted to pay on card over the phone for the extra postage :eek:!!!! I was not impressed :mad:. I told them that wasn't good enough, as I needed the markers by Monday, hence why I had opted to pay a bit more for delivery. Girl went to speak to her manager, came back saying they would reimburse me half the cost of postage once I got the full set of letters. I again said that wasn't good enough, to which the girl said "I don't know what to suggest" :eek::eek::eek:. I told her it was not my place to sort out their problem, and I suggested they send me R,S,V,P pretty sharpish. To which I was told that wasn't possible as they would have to open up another set, and they didn't want to mess up their stock :eek:. At this point I told them I would bring back the markers to the shop (I live 20 miles away), but would charge them travel and time, and make sure everybody within the shop was fully aware how c**p the service had been. I also happened to mentioned I am frequent poster on HHO, as well as a freelance instructor. After speaking to the manager again the girl eventually told me they would send out R,S,V,P today, and I should have them by monday at no extra cost :).

So it took 2 hours on the phone :mad:, but eventually after a bit of threatening I got just about what I wanted in the end :) (would have prefered the markers tomorrow by next day delivery, but hey, this is the real world, I can't have everything :rolleyes:!)
 
How rubbish that you had to fight and threaten like that!! Would this company start with 'R' and also be a brand of fruit squash? If so I have has similar problems with them - I ended up crating a huge scene in one of their stores....It worked, by my OH was sooooooo embarrassed!!!x
 
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It took me anout 5 minds of trying to put letters where the * are to get it...I think Im having a Duh day!! I thought they were ment to be good??!!x
 
They were brilliant for me when I ordered a riding jacket from them few years ago, bit of a cock up, they said they had it in stock or something, can't quite remember, anyway I needed it for the saturday and I'd order and paid next day delivery, so they arranged for it to come direct to me from their suppliers instead of going to them then me to cut down delay, it was delivered on the saturday ready for the sunday.

Unfortunately, I think it depends on who you speak to, someone with common sense and has the authority to make a decision helps, I'm sick of the 'computer says no' syndrome some people have
 
I've had problems with them before. This year I've had similar problems with both other online big shops that you mentioned it wasn't. It seems to me that horsey shops give very bad customer service. Perhaps they're animal people, not people people! Both of these shops left me waiting for an item "that should be in next week..." for three months or more, and couldn't understand why I was fed up! "Its our suppliers that let us down..." seems to be the usual reply! I work in customer services myself, so it annoys me when I get bad customer service myself - as I wouldn't get away with it! I demanded some service recovery, and got a letter and a £5 voucher!

I keep thinking I will set up my own shop with GOOD customer service - you'd surely do very well!
 
I drove there to get a pair of boots (about forty miles away.) The sales assistant said that they didn't have my size in stock and I came home empty handed. I got home and checked online, only for the size to be shown in stock, which I ordered. I was so cross that I sent a letter saying that I had wasted petrol and now had postage to pay as well!

I got a phone call back from the owner apologising and he also sent a voucher to cover the postage costs. He explained that he sometimes struggles to get staff that do their job properly, especially over weekends (it was a Saturday,) so I wonder if a similar thing has happened to you?
 
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