Quote:
Originally Posted by 75driver
Andy, ...
You may be ok.
Sent from my iPhone using Tapatalk
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Sadly not.
I finally got hold of island 4x4 on the phone at the 3rd attempt. The conversation went like this;
Me: Hello, I would like to add an item to an order I placed earlier today?
Mr Island 4x4: I’m unable to enter an order.
Me: ?? Hmmm but I would like to add an extra item to an order to be delivered to me please.
4x4: I’m not able to enter an order.
Me: What exactly does that mean? Does that mean you can’t add an item?
4x4: Yes, I’ve got no way to take any payment from you it needs to be ordered through the online ordering service.
Me: ok if i order it online, can you then stick it all in the same box to save on postage then?
4x4: No you’d have to raise another order then that would be packaged separately and posted separately.
Me: What if you just invoiced me for the item and i pay it online and then you put it in the box ?
4x4: no we can’t do that.
Me: Let me explain, I’ve ordered a new TD4 Crank Pulley and just realised it doesn’t come with a new bolt. I’m going to need the new bolt please, as it wasn’t altogether clear that it didn’t come with a bolt.
4x4: You will only get what’s in the picture
Me: It wasn’t pointed out that I would need to order the bolt though was it? Nor was there a link advertising it either.
4x4: No you only get what’s in the picture. (this guy must have missed the customer services course)
Me: might be worth putting a note on the website then to let people know that? How much is this bolt ?
4x4:£7
Me: And delivery?
4x4: £5 if it costs less than £50 to buy
Me: and there is no way that can all go into together to save me some postage?
4x4: no we can't do that
Thinking that seems a bit steep for a single bolt and being ever so slightly annoyed by the whole ordeal, I thought I would cancel my first order then re-order the whole lot together. I asked about my current order without telling him the reason why, he said ‘Yes we won’t dispatch that very quickly, what is the order number?’ Upon receiving it he told me with surprise that someone else had processed it and the order has already been collected by DPD and I’ll receive tracking info from them shortly.
I know there's an old saying you get what you pay for, but why is it they are so inflexible?
Also why are they so reliant on computerised system. God forbid if it didn't work for whatever reason they’d never sell anything!!
I've got my own business and if I want to retain customers I must do as Simon and Garfunkel said and keep the customer satisfied.
I know it's not their fault I never ordered a bolt, but I was thoroughly disappointed with their lack of helpfulness and customer services. Out of principle I will be getting the bolt elsewhere and not giving them any more of my cash. Their loss.
Rimmers have it for £4.95 and can manage to post it for £3.75 !!
I need some front drop links too so will have a look at them as well on the same order.