Why are all online tack shops so useless????

charlimouse

charlimouse

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I am actually about to go ballistic :mad:. On Tuesday evening I ordered a feed supplement from a large well known tack 'superstore' online (i'll give you a hint, they share their name will a well known fruit juice cordial company). I paid £9.95 :eek: for gaurenteed (sp?) next day delivery as the item is VERY urgent.

I didn't expect to get it on Wednesday as I had ordered it the tuesday evening. So yesterday (Thursday) I expected said item to come. It got to 4pm and I still hadn't had the delivery, so I called the customer service line. I was told the item had been put on the delivery lorry that morning, so it would definatly be with me by 6pm. 6pm came and went, still no delivery. Tried to ring the customer service line, but of course everybody had gone home.

First thing this morning I called customer services. They said the delivery driver hadn't been able to find my house :confused:. OK I live on a farm, but it is very near a village and it is well signed (it is even labelled on the road map!). Sat nav also has no problem finding it, therefore I do not feel that is a viable excuse. Especially as I never had a phone call to ask for directions! I was told I would definatly get my item today, and they would call the courier company to make sure it was on the lorry, then call me back.

Waited an hour, still no call back, so I phoned the customer service line again. They told me I was gaurenteed to get the item today. To which I pointed out they had gaurenteed I would have it yesterday, which I didn't! They said it was the couriers fault, not theirs. I pointed out my contract was with them, therefore it was their responsibility to ensure I received my item. To which they said they couldn't chase up the courier company:mad:!!! The tack shop then said they would call my back at 2 to make sure I had got my item.

2pm came and went, with no phone call. At 3pm I phoned them and said I still hadn't got my delivery. They said I might not have it until 6pm, so to wait until then. That is all very well but the customer services close at 5pm until monday, so if I wait until 6pm and I dont get my item I am stuck until monday, before I can chase it up :mad:!

I am livid, what do I do?????? I have called every local tack shop, but non of them have the supplement.

I have to have it before this weekend (my vet has told me to put my horse on it as he has suspected gastric ulcers, so depending on how he goes on the supplement, we may scope/gastro guard, but trying the slightly cheaper option first!!!!).

Sorry for the rant, but I am so cross, aware my horse may be in pain, and the company are being s**t. What do I do?????????????????
 
first of all, what is the supplement and where in yorkshire do you live?

Do you have a local Farmway, you could try them for Coligon, if not what has been recommended then it would definitely help until yours arrives and they sell it in 'one shot' doses so you don't have to buy loads!
 
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No suggestsions but just to say I feel your pain. I placed a large order with what I assume is a small online company two weeks ago yesterday. It said on their website they were away for two meeks from the following day so I called to check and placed my order over the phone. Made the lady run through everythin I had ordered before paying as I need the new had and headcollar for that weekend.

Order arrives on the Friday which is fab. Open it up and the hat is completely the wrong one, even though the correct one is listed on the delivery note and the headcollar is the wrong size so I couldn't use either. Really annoyed but couldn't do much about it. Owners of the shop were due back yesterday I have sent two emails, left a message as soon as I received the items saying what the problem is and at the moment no one is answering the phone and their inbox is full.

I'm hoping its just a case of they have been delayed and will be back on Monday but I'm starting to worry that I'm going to be stuck with a load of stuff that is no use to me. It would be so much easier if I had just bought from a shop!:mad:
 
Always better to get your local shop to order something imo. People on the end of a phone cant give a monkeys! Theres not much you can do now- just dont use them again. You could try ringing the courier company yourself with the tracking number?
 
hch4971 said:
first of all, what is the supplement and where in yorkshire do you live?

Do you have a local Farmway, you could try them for Coligon, if not what has been recommended then it would definitely help until yours arrives and they sell it in 'one shot' doses so you don't have to buy loads!
Click to expand...

It is coligone I am after, but I have no local farmways. I think the closest one to me is the one near Harrogate, but that is still over an hour away!!!!!!!! However if it isn't going to arrive I might have to do a trip there tomorrow.
 
I would ring them and check they have it in stock, I haven't been there for a while but they always had it in stock.

Why don't you call Bradshaws directly, 01274 688911 and see if you can collect it direct from them in Bradford, I figure you must be more this way as Farmways seem to be further north than Leeds.
 
Do rideaway not have it? Their delivery is nornally very good? Where in Yorkshire are you? There is a feed/supply place in Wetherby, I am not sure if they do stuff like that. Other than that we have a local feed/horse equipment stockist etc place in Collingham (nr wetherby) who are very good but not sure they deliver.
 
That is soo annoying, but, I am going to play devil addvcate here.

I worked in customer services for nearly 11 years, I caanot speak for other companie but I hated having to rely on couriers, as you have to take the flack for something that really is out of your control. All I can say is if they cannot chase the courier ( this realy was the case at one point with my old company), then they need to change, some courier companies even allow the person who ordred to follow their own parcel online.

I have recently started working for 'Jamie Oliver' by being a Jamie at Home consultant, and my experoence with his choice of courier is excellent, they even text the customer when the parcel will be delivered, and up to now, most deliveries have been before the stated time.

So please do believe them when thy say the cannot chase as some couriers do not allow that service , although why they would still trade with them is beyond my understanding.

Good luck
 
Agree that sometimes it is factors out of the company's control.
I'm currently fuming about Royal Mail.
I've been in all morning waiting for a parcel only to find one of those "we tried to deliver" notes. Trying to deliver didn't include ringing the doorbell clearly. Gone online and the earliest they can redeliver is Tues and I won't be home in the daytime all week apart from Monday so will have to collect it next saturday.

So much for paying extra for next day delivery.
 
"That" online tack store was always utterly useless when I used to use them years ago (before we had one of their stores open up near us). My mum and I gave in with them a long time ago - just not worth trying to battle with their awful customer service!
 
I do feel your pain, it is a pain in the blo.ody arse. But I worked for a blinds company in admin and would deal with complaints, alot of them would be asking where the guy is who fits them, I would have to tell them I don't know because I am not aloud to ring the guys in case they are driving. Understandably They would get annoyed because there appointments wasnt set it was allways between 8-1 and 1-5, which would be frustrating if your a busy person and the item you have payed for hasn't came. All I had to do is be as helpful as possible, problem was it wasn't admin, or the fitter guys faults, IMO the system of the business wasn't good, they didn't have enough fitters to cover an area and overloaded them with work, making them late. I hate having to wait for deliveries and they don't show up :@, boils my blood!
 
I have had bad experiences with a lot of online horsey shops. The worst being Mole Valley Farmers! (Hope I am allowed to say that!)

the only 2 places I have never had a single problem are Speedgate and Frogpool Manor.

Speedgate are amazing. most of their items are automatic next day delivery (no extra delivery charges) if in stock. They may come up a bit more expensive but they will proce match! I have had 2 quick/speedy difference refunds (No Quibble if you can provide proof ie a link)
Never failed to turn up on time.

With Frogpool, on one occasion on my order it said in stock for delivery, I had a call about half an hour later after my order was placed with a lady apologising profusely that it was an error but they didn't have stock. They were so quick off thr mark to sort a problem!

Highly recommend both to everyone!
 
hannabanana said:
I do feel your pain, it is a pain in the blo.ody arse. But I worked for a blinds company in admin and would deal with complaints, alot of them would be asking where the guy is who fits them, I would have to tell them I don't know because I am not aloud to ring the guys in case they are driving. Understandably They would get annoyed because there appointments wasnt set it was allways between 8-1 and 1-5, which would be frustrating if your a busy person and the item you have payed for hasn't came. All I had to do is be as helpful as possible, problem was it wasn't admin, or the fitter guys faults, IMO the system of the business wasn't good, they didn't have enough fitters to cover an area and overloaded them with work, making them late. I hate having to wait for deliveries and they don't show up :@, boils my blood!
Click to expand...

Ah I used to work in similar LONG before the days of mobile phones. The good thing was you could leave a message with the complainant to ask the fitter to call you when he arrived and then ring round the next few customers apologising that he was running at least (an hour, 2 hours late etc, depending), and advise you would call again if it was going to be lots longer than that - which you'd find out when you spoke to the fitter. Problem is these days skelton staff and too much work for the delivery boys. Half these 'customer wasn't in' calls are actually 'driver didn't have time' IME
 
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