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Customer service FAIL!
Topic Started: Dec 19 2016, 08:10 PM (105 Views)
Disorder
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Lt Paddy 'Chancer' Boyle
For a few years now, I have used a certain online retailer in the Lowestoft area :whistle
Never had a problem with them, as everything I ordered arrived in fairly good time and in good condition.
Last week I ordered some resin launch rails to complete my Hornet kit.
The two packs arrived in good time but one of the packs had a launch rail missing.
I emailed them and got an almost immediate reply, stating they would contact the manufacturer in Poland and get them to send me the missing part.
This I wasn't happy with, as my contract was with the supplier and not the manufacturer.
They still had one more set showing on their website, so I emailed them to say I wasn't happy with their solution and could they send me the missing rail from their stock and then replace it with the manufacturers part.
Nothing, nada, zilch!!!
I emailed again next day to say I wanted to return the faulty pack for a refund - Still nothing.
I returned the pack by recorded delivery and when it showed as delivered I emailed again asking when I could expect a refund.
Guess what? No reply.
Is this really how a retailer should treat customers?
I have since seen online reviews of their customer service, which pretty much match my own experience.
Next step is to phone them and tell them what I think of them.
Thankfully it's not a lot of money, it's more the principal.
But one thing is for sure, I'll be spending my money elsewhere in the future.
Buyer beware! :angry:
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mac1677
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Lt Mac 'Shocker' McSheffrey
Not very good customer service mate.
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FTS
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Lt. Steve 'Gun Show' Harrison-Green
Which retailer is this that I should 'buyer beware' of?
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Disorder
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Lt Paddy 'Chancer' Boyle
FTS
Dec 19 2016, 10:45 PM
Which retailer is this that I should 'buyer beware' of?
Hannants.
I found their reviews on Trust Pilot pretty much mirrored my own experience with them.
As far as stock levels and order dispatch were concerned they get 5 stars
Make a complaint and they don'y want to know you.
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Simon G
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heavy weatherer
One of the reasons I use Paypal where I can . . . . Their buyer protection should get your money back for you.
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Cimmerian
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Lt. Ken 'Albatros' Jeffrey
I've never had a problem with them...but then I've never had to complain about anything yet.
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DevilFish
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LCDR Paul "Voodoo" Carter
Customer service in general can be pretty poor.

We have insurance on our pipework with Homeserve. Don't need them normally, but it's nice to have. One of the services they provide is to replace dripping tap valves.
Our bath/shower tap started dripping, so I phone them up, and they came out within a few days. Unfortunately, my taps are the "quarter turn" type, which they don't service. But, hope is not lost. The are happy, as part of the policy, to order and fit a normal "screw" type tap assembly. I was happy for them to do so, so agreed.
" we just have to order one, and we'll get back to you" the nice plumber told me.

That was just over a month ago.

I have rang them several times, and They keep telling me the local office will ring me back, as they have had supply problems.

But, nothing.....

The drip, by the way, has now turned into a pour. I tested it the other day, and, with the taps in their "off" position, and the plug in, the bath was half full in an hour and a half!

So glad I'm not on a meter!!!
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Olde Farte
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Lt. Derek 'Smurfy' Reeve
I only use the Big H for small items but never kits as they are far to expensive so they come from Hong Kong.

Isn't Home serve part of British Gas? if so I won't have anything to do with them as they also have crappy customer relations which is why I changed.
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DevilFish
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LCDR Paul "Voodoo" Carter
Olde Farte
Dec 20 2016, 11:53 AM
I only use the Big H for small items but never kits as they are far to expensive so they come from Hong Kong.

Isn't Home serve part of British Gas? if so I won't have anything to do with them as they also have crappy customer relations which is why I changed.
Yes, British Gas, using Dynorod for their plumbing.

Might go back to Anglian water insurance next year
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Mark M
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Hawk T1
homeserve have a twitrter account and moaning on there got my work done in 24hrs
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DevilFish
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LCDR Paul "Voodoo" Carter
I don't twitter, so that doesn't help me, unfortunately.

They didn't phone me yesterday, as promised (unsurprisingly), so I'm going to ring them today and give them hell.

The tap now is literally pouring out.
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Disorder
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Lt Paddy 'Chancer' Boyle
Well, after another few emails explaining to a different person what had happened, I finally got my refund including return postage.
So, all's well that ends well. :grin:
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