Needed a new sander yesterday (old one suddenly slowed down then more or
less conked out, no smoke, might just be brushes, will investigate
later) so that made an excuse to visit the local-ish Axminster store and
buy a few other bits and pieces, so did a click and collect on their
website as the sander was showing low stock.

When I got there the order was waiting, helped myself to a coffee,
wandered round and added another couple of items, paid, drove home.

Slightly annoying to see two items were not in the bag, but I hadn't
been charged for them, so I dropped them an email, hoping they'd waive
the postage to send them out, phone call this morning, they're sending
the missing items out FOC. OK they're not much over a tenner, but I
thought very good service, and their price for the sander was as cheap
as Amazon to begin with.

I was expecting a 50 year old carpet.


--

Graham.
%Profound_observation%

On Sat, 4 Mar 2017 10:21:09 +0000, Andy Burns
wrote:

Needed a new sander yesterday (old one suddenly slowed down then more or
less conked out, no smoke, might just be brushes, will investigate
later) so that made an excuse to visit the local-ish Axminster store and
buy a few other bits and pieces, so did a click and collect on their
website as the sander was showing low stock.

When I got there the order was waiting, helped myself to a coffee,
wandered round and added another couple of items, paid, drove home.

Slightly annoying to see two items were not in the bag, but I hadn't
been charged for them, so I dropped them an email, hoping they'd waive
the postage to send them out, phone call this morning, they're sending
the missing items out FOC. OK they're not much over a tenner, but I
thought very good service, and their price for the sander was as cheap
as Amazon to begin with.

You are probably more generous than I would be. I would give them
three stars. Two items missing from an order - after having the
customer drive to the store to collect - seems pretty sloppy to me.
I'm not surprised they sent them out free of charge. A gift voucher
to make up for the inconvenience would have been good relations.

On Sat, 04 Mar 2017 10:21:09 +0000, Andy Burns wrote:

Needed a new sander yesterday (old one suddenly slowed down then more or
less conked out, no smoke, might just be brushes, will investigate
later) so that made an excuse to visit the local-ish Axminster store and
buy a few other bits and pieces, so did a click and collect on their
website as the sander was showing low stock.

When I got there the order was waiting, helped myself to a coffee,
wandered round and added another couple of items, paid, drove home.

Slightly annoying to see two items were not in the bag, but I hadn't
been charged for them, so I dropped them an email, hoping they'd waive
the postage to send them out, phone call this morning, they're sending
the missing items out FOC. OK they're not much over a tenner, but I
thought very good service, and their price for the sander was as cheap
as Amazon to begin with.

I had good service from BigDug a little while ago (although it *was*
their mistake to start with).

I ordered an item for next day delivery (200kg odd of floor tiles, on a
pallet). The next day was a Friday. By the time the delivery window had
closed, I couldn't call them.

I emailed Sunday night to ask what had happened. I got a phone call not
long after 0900 on Monday morning. Grovelling apologies ('mix up in the
warehouse'). I asked when I would receive the goods, and they said
"Today".

They sent it about 200 miles using the fastest method possible - White
Van Man. He arrived at lunchtime. They must have been bloody quick
getting him, and getting it loaded.

The only problem was that I don't have a fork lift at home, so we had to
unpack the tiles from the pallet. The driver did a *lot* of the work,
assisted by me and my son.

So, screw-up - but good recovery.



--
My posts are my copyright and if @diy_forums or Home Owners' Hub
wish to copy them they can pay me £1 a message.
Use the BIG mirror service in the UK: http://www.mirrorservice.org
*lightning surge protection* - a w_tom conductor

On Sat, 04 Mar 2017 10:43:12 +0000, Scott
wrote:

snip

You are probably more generous than I would be. I would give them
three stars. Two items missing from an order - after having the
customer drive to the store to collect - seems pretty sloppy to me.
I'm not surprised they sent them out free of charge. A gift voucher
to make up for the inconvenience would have been good relations.

It's funny isn't it, if you order something and it turns up when
expected and does what it says on the tin we generally say nothing
(not so much on eBay maybe as even I generally leave feedback there).

Something goes wrong and they sort it out to your satisfaction, you
(one, often) give them praise (as per this example).

Is it that we so often expect the worst and when we get better than
that we are relieved?

In fact, I think this technique has even been used as a ploy to
increase the customer satisfaction. Slightly under delivered and then
over deliver the correction. Customer happier than they would have
been, even when everything had gone ok in the first place.

Like when your food delivery is promised within 30 minutes but turns
up in 15 (but it could have been 10, if they had wanted to). ;-)

Cheers, T i m

Scott wrote:

You are probably more generous than I would be. I would give them
three stars. Two items missing from an order - after having the
customer drive to the store to collect - seems pretty sloppy to me.

If they were items I needed for the job in-hand I might have been more
annoyed, but they were just things from my "pick some of these up
whenever" list.

In article ,
T i m wrote:
Something goes wrong and they sort it out to your satisfaction, you
(one, often) give them praise (as per this example).

Is it that we so often expect the worst and when we get better than
that we are relieved?

Sadly, it's often the case that when something goes wrong the firm will
try every trick in the book to make it look like the customer's fault.

--
*He who laughs last, thinks slowest.

Dave Plowman London SW
To e-mail, change noise into sound.

On Sat, 04 Mar 2017 13:26:39 +0000, Dave Plowman (News) wrote:

In article ,
T i m wrote:
Something goes wrong and they sort it out to your satisfaction, you
(one, often) give them praise (as per this example).

Is it that we so often expect the worst and when we get better than
that we are relieved?

Sadly, it's often the case that when something goes wrong the firm will
try every trick in the book to make it look like the customer's fault.

I've not experienced much of that with outlets that offer a feedback
service as it is a bit like the old 'local shop, good service word of
mouth'. This seems to apply to eBay more than other places because theirs
seems to apply (more?) to the seller than the the item.

Maybe having good feedback history yourself gives them a better insight
into if you are trying to scam them or not?

Cheers, T i m