Mail order probs

[Jimbo]

I ordered a swingaway wheel carrier from a reputable 4x4 firm (will mention no names at the mo) who buy them in from the manufacturer - so far, so good.

The manufacturer shipped said wheel carrier to the 4x4 place, who then added their delivery note etc, and shipped it on to me - using a well known courier firm, and still in the original manufacturers substantial packaging.

Courier firm tried to deliver whilst I was at work, obviously no one was in so they left a card. I called them and arranged to go pick up the wheel carrier from their depot (60 mile round trip), when the guy brings the fairly large, and quite heavy box out to me - it looks like its been run over    (or at least dropped from a height). The box is made of thick cardboard, stapled with those finger-slicing thick copper staples, and then done up with extra brown sticky tape for good measure..........but one end is virtually wide open, and I can't find any sort of packing note or instructions in the box to indicate what should be included.

Anyhow, I signed for the parcel - but wrote in big letters across the docket "unchecked, packaging damaged & open", then took it all outside for further inspection.

I got on the blower to the 4x4 place, and they confirmed that the package left them intact, they also advised what should be inside - I'm missing one mounting bracket, and a 8"x8"x4" box of fixings.

Went back inside the courier place and asked them to check if they had any packages lying around that matched the description of my missing bits (the place was a [PooPoo]-hole, and there was cr4p and opened/damaged boxes all over the place !) - but sadly, they could find nothing.

Back on the phone to the 4x4 place, they are going to contact the manufacturer and get them to ship the missing parts direct to me (nice gesture), and then take up the issue with the courier firm.

I've had several large pacages delivered recently (both for work, and the 110) and all have been completely intact, and well looked after - it seems that whoever tried to initially deliver my wheel carrier was either a weedy little oik who couldn't lift it, or as it was a fairly large package it got slung around between the trunk delivery lorry and the local van - either way, I'm not impressed with the courier, but at the moment the supplier is doing all they can to resolve the situation.

Jim

[p4203]

understand how feel mate deal with carriers every day 99% of them are top blokes but you get that git who just throws it all over his wagon stands on it then just throws it off , at least the supplier is sorting it for you . but makes you wonder if they are sorting it for you so quick is that they have a few probs with there carrier

[Jimbo]

Not sure on this, but I think the courier concerned is their usual one - the guy at the 4x4 place said that he'd get back to me by close of play today to advise when the manufacturer would be sending out the missing bits, not heard anything yet !

[V8MoneyPit]

As already said, these things do happen occasionally. It only takes one person in the chain to not care and the carrier and the supplier can get a bad reputation. Even though, in your case, you appreciate it isn't the suppliers fault, it might still make you think twice about ordering from them again.

I am in the mail order industry and I know all too well that the efficiency of the carrier can have a significant effect on a companies reputation.

Hope it all gets resolved quickly. It is, of course, in their interests to sort it out for you.

[CJ]

...trust me mate it aint alway easy from the shop end, we get some as**** couriers who throw stuff about and we get complaints... we also get some customers who are trying it on...  Also certain suppliers can be a pain to get hold of and that could be why the 4x4 shop you used didnt get back to you asap.....

Just a view from 'the other side' not ment to be offensive... i hope you get it all sorted tho mate  

[Sheddy]

Although it is a pain to have a courier that damages parcels, the crux is how the trader sorts it out.  It sounds as if you are being well looked after and that they are doing so as expediently as possible by having the missing parts sent direct from thier supplier.  Good on 'em.

My own experience was a little different.  I was supplied a winch bumper which when it arrived was very damaged.  It was only packaged with cardboard and the couriers had dragged it accross the ground rather than lifting it.  The result was that the front of the bumper was scratched to hell.  I contacted the supplier who eventually (a day later) got back to me and told me that the bumper would be collected and taken back to thier premises.  An assesor from the courier company would then visit thier premises to see the damage and then reccomend a course of action, normally the courier company's insurers would foot the bill for a replacement.

Due to the nature of insurance company's, I was told that the replacement bumper would take about three weeks to reach me.  THREE WEEKS!

I had ordered the bumper through thier web-site so I told them to come and collect it and refund my credit card as I was returning it to them under the remote sale of goods laws.

I've never dealt with them since, even though they are usually offer better prices than other companys.

One day I might tell you about how the same company supplied the wrong bush kit to my mate and how they handled that one.........


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