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Post by sageandonion on Nov 25, 2010 11:16:26 GMT
I want a couple of items from this shop either through ebay or direct from the shop. However, I have sent various questions via ebay and have telephone several times over the past three weeks. They keep saying on the phone they have been really busy and will get back to me and they haven't. They haven't responded to my ebay messages either.
Was just going to buy it now on ebay and be done without my queries answered but thought I would ring one more time. The no. is not taking messages, presumably message box full.
So has anyone been buying from them and might know what is going on?
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Post by delfachhighwayman on Nov 25, 2010 11:29:29 GMT
I haven't had any problems with them. I have bought a few things in the past and all my purchases were fine- doesn't sound like you are getting a good customer service though- and if you find you do want to return something, what if you still can't get through to them?
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Post by sageandonion on Nov 25, 2010 11:33:47 GMT
Yes, this is what is putting me off. These aren't cheap items and I need to have confidence. I have bought in the past, been fine, but the last three weeks, something not right I feel.
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Post by lardydaa on Nov 25, 2010 16:27:53 GMT
I think they get really busy with the trade stands and the last few weeks there has been YHL and the Equine Event, which I think they attended! No excuse though as they do have girls in the shop that do not go on the trade stand.
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meiklekims
Full Member
www.meiklekimsstud.com
Posts: 230
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Post by meiklekims on Nov 25, 2010 17:40:28 GMT
I bought a rug through their ebay shop last week and was amazed, it arrived the next day. I have never had a problem with them. x
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Post by sageandonion on Nov 25, 2010 17:43:10 GMT
OK I think I shall order tonight, looks like I have just been unlucky. Thanks for the replies.
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meiklekims
Full Member
www.meiklekimsstud.com
Posts: 230
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Post by meiklekims on Nov 25, 2010 17:45:07 GMT
I bought a rug through their ebay shop last week and was amazed, it arrived the next day. I have never had a problem with them. x Saying that, it would wind me up to if I was not getting a response when I asked questions!! Its nice to get good service!! x
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Post by lillicob on Nov 25, 2010 18:03:46 GMT
We have a local Hope Valley at Somerford and get most of our rugs from them, if you have a problem let me know and I will enquire for you s and o, we have found them excellent.
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Post by secretlady on Nov 25, 2010 18:43:15 GMT
I have had terrible problems with them pd for a rug didnt arrive phoned loads of times never got back to me took weeks of constant phone calls told rug was lost in post didnt have another then took me wks to get refund
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Post by holmedown on Nov 25, 2010 20:02:33 GMT
have bought from them several times, both at HOYS and off ebay. I have also managed to contact them by phone One thing is their website is NOT stock controlled - as in they may not have it in the size etc you want hence best to phone first if buying from website. If from ebay this obviously wont be a problem as they have it in stock. Hope that helps
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Post by barney07 on Nov 26, 2010 15:55:47 GMT
you could try styalways.co.uk they might be telling the truth we have been rushed off our feet but do make sure all calls are returned the same day
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Post by sageandonion on Nov 26, 2010 17:51:32 GMT
Well I am shocked. I went to order my items via ebay because I find it easy to pay paypall. The message came up that this seller would not accept my bid (all items buy it now). So I ring up the shop to ask why this is.
Some weeks ago I ordered a beanie type hat which didn't arrive, they had not sent it via a tracker no. My postman investigated and could not help. As I live in a semi rural road, my postman pretty much knows everything I had and he advised they investigate their end. Anyway they did send a replacement (with a tracker) and I forgot all about it.
It transpires that if people say they haven't received items, they won't supply them again, as there are 'a lot of dishonest people'.
I really am appalled, my order was over £200 and I expect it to be tracked. I have told them it would be better to track an item rather than presume anyone not receiving an item is dishonest.
I don't need a £5 hat that badly and I certainly don't need to deal with a company with this kind of policy.
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Post by lillicob on Nov 26, 2010 20:00:43 GMT
I have bought a rug off them on ebay and it arrived the next day, im off there tomorrow to buy a rug so i will inform them that people are having problems buying through ebay, the manager is normally around.
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Post by marymary on Nov 26, 2010 20:26:07 GMT
I use them a lot for the majority of our rugs and not had any problems ....I ordered some rugs in the summer and they contacted me straight away to say one of the rugs I had ordered was out of stock they offered me an alternative at the same price which was an extra £20 on the website and they arrived within 24hrs....sometimes use the ebay shop and last time i used that I ordered at 3.30pm and got it at 9am the next morning!!
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Post by sageandonion on Nov 26, 2010 20:52:07 GMT
lillicob, would you please emphasise to them how very upsetting it is for a customer to have an order refused on the basis that a previous parcel they sent went missing. I would have happily paid a little extra for tracking, it isn't that much more. I told them on the phone that my postman would verify with the postoffice that nothing had been through for delivery to my house. If they had of even got a certificate of posting (that costs nothing) they could have chased a claim for loss.
They say it is their policy to refuse further orders from people who have parcels go astray because of the number of dishonest people. Effectively that means they believe me to be dishonest. I am mortified. I am married to the finance director of an international bank, I am hardly going to diddle them out of a few pound for a beanie hat and ruin my and his reputation!
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Post by sageandonion on Nov 26, 2010 20:59:10 GMT
Sorry don't mean to be rude, but I don't like to give out too much personal info on a forum, not your boss though.
Modified because this sounds odd. A person asked me a question about my husband and this was my reply.
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Post by delfachhighwayman on Nov 26, 2010 21:02:57 GMT
a great point-I probably give away too much info myself!
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Post by sageandonion on Nov 26, 2010 21:07:28 GMT
Well we probably all do, but when it comes to my family, that remains private. My husband would certainly not appreciate it.
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Post by hopevalley on Nov 26, 2010 23:25:37 GMT
I have read with interest all the comments about our business on this forum. I am sorry some people have experienced problems but unfortunately these do occur from time to time and we take on board all comments in an effort to improve our service. We endeavour to answer every call and reply to every email however trivial. I am unable to comment on most of the individual cases as i am not in possession of the full facts. We do however try and resolve all problems but sadly there are people who would not be pleased at any price. Just to comment on the statements SAGEANDONION has raised:- Firstly we have not refused to sell to her. When i spoke to her on the phone i would have happily taken her order and she could have paid with paypal, it was her who didn't want to order from us. She threatened me with slandering our name on forums which is what she is trying to do.left us negative feedback (implying she never received)on ebay how sad especially as she received her order. Please read our feedback and you will see problems are few compared to number of transaction we do. I do not intend to dwell any longer on this subject but remember there is always two sides to every story. Once again i am sorry if anyone has had a bad experience and can assure you HOPE VALLEY SADDLERY is going from strength to strength. We have two independant shops at somerford park congleton and beaver hall equestrian centre near leek, outlets in the Torne Valley stores at bakewell, epworth and tickhill. Two websites www.hopevalleysaddlery.co.uk and www.pikeur.org, one of the largest shops on ebay, and a tradestand at all the major equestrian events throughout the country.
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Post by sageandonion on Nov 26, 2010 23:48:41 GMT
hopevalleysaddlery, there are of course always two sides to every story. Perhaps I missed some of your points, I was very upset at being told I was grouped with the dishonest and you did not sell to individuals that have had previous parcels go missing. You obviously misinterpreted quite a lot of what I was saying and I presume this was because you did say quite a lot on the defensive, but didn't listen to what I had to say at all. I do have the utmost sympathy for sellers who come across individuals claiming not to have received goods when they actually have. However, aren't most individuals honest. It would be much better to track your parcels, it really doesn't cost that much more. This would be better, from a customer relations point of view, than blocking customers from purchasing through ebay.
I would be very happy to look out for my postman again this week and I shall pass on to you his name/no and his post office so he may confirm that I asked him to look out for this parcel when it was late and that no parcel arrived via his office. His was most concerned and did actually telephone his supervisor from my doorstep on one occasion. If you had even obtained proof of postage this matter could have been taken up with The Post Office and I did advise your shop of all this information.
You will see from the start of this thread I have been endeavouring to make contact on numerous occasions with your shop through various channels to no avail. On the first occasion I did manage to speak to a young lady in your shop, I was told to go through ebay to pay paypal. I wished to pay paypal as funds come from my husband's ill gotton gains bank account rather than my own kept woman bank account which from my point of view is preferable.
I have, thanks to a contact through this site, ordered my goods through another outlet with a much friendlier approach. You have got a good reputation but all companies need to remember they are only as good as their last transaction.
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Post by amanda on Nov 26, 2010 23:56:14 GMT
well said s&o i personally find the bigger the organisation the poorer the customer care. It is not as if there isnt any other decent tack shops to buy from its a buyers market after all shoppers vote with their feet
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Post by honeypot on Nov 27, 2010 0:18:52 GMT
''She was quick to critisise our policies and then told me her husband was a Banker. I bet many of you have had a dose of there policies.''
I think you have just shot yourslf in the foot there. Very unproffessional and I think you better leave someone to handle customer relations. There are lots of companies to buy from and I think you have helped me to decide not to buy from yours.
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Post by hopevalley on Nov 27, 2010 0:19:43 GMT
thank you for your comments, my staff are aware we can send paypal invoices as we do for a lot of our foreign clients. i will however mention it again.
During our conversation i recall you did most of the talking and as you were attacking me i had no option to be on the defensive.
At no time did i call you dishonest and at no time did i suggest you had received the package. I merely informed you of our policy.
i thought your ebay comment was misleading implying you never received and would have expected neutral feedback but to leave negative after we sent a replacement and you received it was quite appalling.
i am pleased you have managed to find your items
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Post by amanda on Nov 27, 2010 0:26:03 GMT
i thought the customer was always right? maybe in this day and age im wrong, i have recently sent two letters by royal mail and neither have been delivered im now having to stop a cheque .It happens!!! not a customer fault
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Post by hopevalley on Nov 27, 2010 0:28:32 GMT
honeypot, not sure where you are coming from but seems ok to slag my company and staff but my statements are unprofessional eventhough just as justified and factually correct
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Post by amanda on Nov 27, 2010 0:39:14 GMT
its just an old saying unfortunately young staff do not always have this instilled in them it can lead to customer dis-satisfaction not for one minute saying your staff dont have customer care training but they dont always have the skills necessary to deal with clients. allin saying in this economic climate every customer should be treated with respect and staff trained to do so,
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Post by amanda on Nov 27, 2010 0:47:32 GMT
in reply if its happening 2/3 times a week send everything tracked im sure people would be prepared to pay a small extra cost.
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Post by honeypot on Nov 27, 2010 16:07:41 GMT
Having worked in service industries for many years, I have had to have my training updated many times. One of the things I was taught was look upon a complaint as a gift, an oppotunty to review and perhaps improve things. It takes time and trouble to complain, and most people just tell their friends and do not complain so you have no opportunity to 'put things right'. Sometimes you are unable to live up to your customers expectations for what ever reason but making comments about their husbands proffession is not likely to win you more customers, infact it shows prejuduce. I am sure you do many transactions a week with no problems but there is no need to shoot the messanger if someone has one, and there is no need to be offensive when putting your point of view. I think a simple explainantion of your policies would be enough and then review if you should ask customers if they would pay extra for proof of posting. I have seen your company online and may have considered ordering from you but not now.
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Post by delfachhighwayman on Nov 27, 2010 22:39:33 GMT
I have to admit i'm absolutely stunned with the comments made by Hopevalley saddlery on here.
Like I said I had absolutely no issues when I have used the company, but to come on this forum with that tone has shocked me. Surely a business person would have seen the thread and been concerned about loosing customers. I therefore think it regardless of who is wrong or right in this situation and whether you feel S&O is "slandering" your company's name, it would have been easier and have given your customers a better perception if you simply explained your policies and offered to put things right for S&O?
I agree that there was once a day when the customer was always right, and their money was valued, but now I am becomming more and more disillusioned with it all.
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Post by lolly on Nov 27, 2010 22:54:07 GMT
I have shopped with this company for years and never had any issues, I have found that odd times they have run out of something ordered but ive always been offered an alternative at a really good price.
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