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Post by BadDerbyHouse on Oct 13, 2008 10:16:04 GMT
Has anyone else had problems ordering from Derby House? On their Wednesday Madness day almost 2 weeks ago, they were selling rugs cheap. The sale started at 9am, by 10 minutes past 9 I had ordered 3 rugs online. I got a message at the end of the transaction saying to phone them, which I did straight away. They said one of the rugs had gone out of stock, but there were plenty of the other two that I had ordered. So the one rug that had suddenly gone out of stock was taken off my order. Later that day I went back to their website thinking I might buy some more rugs the same as the ones I had already ordered, it still said they were in stock on their website, but I decided, no, the 2 were enough and didn't make another order. I have been waiting patiently for my rugs as have my ponies, so today I phoned Derby House to find out when I could expect them as it is obviously way over the 7 days delivery at the latest that they promised. I was told the rugs had now gone out of stock and I would be getting none. This is absolutely disgraceful service. 10 minutes into their sale I was told on the phone the rugs were in stock (plenty of them) and my order was confirmed. Derby House if you read this you are an absolute disgrace, this isn't the first time you have done this to me. Some years ago I ordered one button at 45p and a few other things. The one button turned up with a £6 postage charge, none of the other items ever did. Eventually after me phoning numerous times I was told they were out of stock. That 45p button cost me £6.45 in total, and I vowed never to use you again. I relented and thought as you are bigger now you must now be better. How wrong was I . You don't even have the courtesy to email or phone people when things suddenly go out of stock that were previously confirmed in stock. Never, ever again will I buy from Derby House!  |
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Post by BadDerbyHouse on Oct 13, 2008 10:19:01 GMT
Ooops can a mod edit the subject line please to say 'Bad Derby House'. I am stupid, I accidentally entered the security numbers into the subject box  |
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Milliesmum
H G Addict
COCKERP00S RULE!!!
Posts: 23,901
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Post by Milliesmum on Oct 13, 2008 10:22:57 GMT
Done!
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Post by BadDerbyHouse on Oct 13, 2008 10:24:29 GMT
Merci beaucoup  |
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aries
Junior Member
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Post by aries on Oct 13, 2008 10:57:34 GMT
I experienced the same problem with a midweek madness sale. Took them 4 weeks to tell me an item was out of stock.....well i'm not surprised when you wait that long!!
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Post by thecremellosociety on Oct 13, 2008 13:43:00 GMT
Terrible company !!
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Post by marshmallow on Oct 13, 2008 17:23:14 GMT
I wont use Derby House on line - dreadful
Just had similar problem with Frogpool Manor internet shopping. Nothing like going to the local saddlery and actually buying things over the counter
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Post by diadem on Oct 13, 2008 18:06:00 GMT
Oh dear....Im just waiting on a turnout rug from there, getting a little worried that its going to turn up now.....
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Post by clampit on Oct 13, 2008 18:41:19 GMT
I had the same problem, I actually placed an order for some boots on the same day they hold their midweek madness sale, a week later I rang to ask where they were as had paid extra for next day delivery and they tried to blame it on the midweek sale, there was no apology or anything, they then informed me that they were out of stock of the boots but would be getting some in in about a weeks time, so I told them not to bother, cancel the order and refund my money. They refunded me the money and then the stupid idiots sent me the boots as well  Well they aren't getting them back, I always have problems when ordering from them online, they aren;t much more helpful in the store either |
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Post by shelleyj on Oct 13, 2008 19:37:49 GMT
I had this problem a couple of weeks ago 2nd time it had happened to me, also recently happened to a friend. I asked if the rug was actually ever in stock as I felt that they were using the offers to draw people in and told them that i was going to contact trading standards to look into this. I was quickly transferred to a customer service manager who offered me one of their own brand rugs at the same price as the sale rug I had wanted. I received this within 5 days. Not of the same quality as the one I had wanted but it fits ok and has only lost one leg strap in the past 3 weeks
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Post by clampit on Oct 13, 2008 20:34:44 GMT
am sorry but i have to defend derby house, yes they are a bigger company. but the mail order CALL CENTRE isnt as big as what people think. i understand people get fustrated when items go out of stock. but please dont have a go at the person on the other end of the phone. they all go off what is on there screen and if thats not updated its down to stock control. all companies have problems. instead of slate them how about given them comments on how to improve there service. It wasn;t that they were out of stock that annoyed me it was the lack of communication, it seems that you only find out there is a problem when you phone up to ask where the order is, they should be able to flag this on their system and send out automated e mails to customers |
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Post by smokeycott on Oct 13, 2008 20:45:11 GMT
ah thats bad, i had some rugs in the robinsons sale as i missed the derby house sale, they are great and arrived quickly, so im now really glad i missed the other sale, but as you all say you were waiting for the rugs you had ordered and so wouldnt have gone and looked at others expending the delivery!!!!!
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Post by springer on Oct 13, 2008 20:56:13 GMT
I also ordered 5 rugs in the sale on line & they said they were all in stock. Rang them as never got an email & they said they'd never had my order! Won't bother again.
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Post by lorilingo on Oct 14, 2008 10:55:43 GMT
my sister ordered an exercise sheet for our new pony, it took over a month to arrive, and that's with a £6 postage cost - found that very annoying. We won't bother again, but at least we did get the sheet in the end.
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Post by tesstkat on Oct 14, 2008 11:47:58 GMT
imust agree with most of you i wont shop with derby house on-line or in-store all i can say is there completely useless and 95% of the people who work there are dim
rang up to see if an item was in stock which was confirmed so asked them if they would keep hold of it and would be there within the hour to collect it suprise suprise when i got there there was none i was so mad as id had a wasted day and petrol money
will never use derby house again!!!!!!!
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Post by shelleyj on Oct 14, 2008 17:17:25 GMT
thats not really the point though - people make orders in good faith, there must be an inherent problem or this story wouldn't keep being repeated
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Post by shadylady on Oct 14, 2008 19:41:08 GMT
I agree its hard working in a call centre and dealing with difficult people but if your not getting the service as a customer then they will only lose business.
As said nothing like going to local saddlers. I bought a rug last weekend from Oakfield and received a fantastic service from the staff there as nothing is too much trouble.
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Post by tesstkat on Oct 14, 2008 19:41:22 GMT
its not the fact of ringing call centers its lack of communication and good customer care skills i can ring the call center of my bank in packistan and hey presto problem solved you ring in this counttry or even ring the store and its as if you speak swaheley, half of them dont ecvn know what the product is you are talking about
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Post by BadDerbyHouse on Oct 14, 2008 20:09:46 GMT
i'd like to see some of you work in the call centre. My gripe is with the company and their ethics not with call centre staff. Read and comprehend my post properly and you will see that! |
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Post by thecremellosociety on Oct 14, 2008 20:30:00 GMT
shouldnt offer offers they cannot fulfil, or bing false promises i had same with joules sale last year if looks to good to be true usually is or they have very few left !!!!
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Post by mistymum on Oct 14, 2008 21:17:27 GMT
Why shop at Derby House when there is E Bay?  I can remember when you walked into Derby House and you were offered a cup of coffee before you started shopping. In those days the staff fell over themselves to help you. Now they look at you as if you are a pure nuisance in the shop. I hate the place and would never order from them. |
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Post by diadem on Oct 14, 2008 21:24:22 GMT
As said earlier it s not always the cs peoples fault, theyre jus the messenger. Sounds like they should sack the stock controller though.
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Post by BadDerbyHouse on Oct 15, 2008 8:02:16 GMT
and... i've had the problem with oakfield that the boots are in stock and should of been deliveried on monday. i have to ring today to have the parcel tracked, ring derby house and they will track it from the day it was dispatched. not tell you to ring back 8days after it was ordered! I beg to differ! Ring Derby House and they can't track your parcel at all, because they never sent it! |
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Milliesmum
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COCKERP00S RULE!!!
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Post by Milliesmum on Oct 15, 2008 8:18:13 GMT
i'd like to see you work in a busy call centre. with people ringing up mega peeed off and you cant get a word in edge ways. If people are ringing the call centre, as you put it 'mega peeed off', that says to me that there is a problem. Not with the call centre staff, as they are just the first point of contact, but somewhere further along the line. Either with the stock control system or the fact that they are advertising goods which they patently haven't got. If the call centre staff were supplied with accurate up to date information, there wouldn't be a problem. |
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Post by shelleyj on Oct 15, 2008 8:28:53 GMT
which is exactly what i said earlier
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halfpass
Happy to help....a lot
Return of the Dame
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Post by halfpass on Oct 15, 2008 10:45:36 GMT
Surley the blame lies far and square with who ever organizes the promotion for not making sure that the have enough stock to cover the orders. It seems to be a recuring problem that seems to of affected a lot of people including me.
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Post by pezmurph on Oct 15, 2008 11:09:11 GMT
I ordered a load just after christmas last year, Ordered online had a confirmation of my order email. Waited two weeks no order so phoned them just to make sure, they had no order off me and said that the excercise sheet i wanted was now out of stoock and they tried to offer me one which was more expensive. Did ask if I could have it for the original price and the said no they'd have to look inti it. Sent them a copy of the confirmation email and not heard anything off them since |
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Post by cheryl on Oct 15, 2008 11:42:44 GMT
I dont trust derby house.
Even though this isnt really related.
I had them come out to me as i felt my saddle wasnt fittting properly.
He came early so i wasnt there. he just stuffed bits in the side, and went. never got me to sit on him or ride him nothing.
Now i have had to pay out even more money as my pony has a bad back due to the ill fitting saddle.
I know this is not really related. but i just think derby house have gone right down.
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Post by tesstkat on Oct 15, 2008 13:45:23 GMT
un proffesional IMPO
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Post by legalchick on Oct 15, 2008 15:18:03 GMT
I ordered a pair of travel boots.
They came (eventually). Tried them on - bought cob size for a 15.1hh hack - not unreasonable. They were HUGE! so we sent them back!
They were returned to me with a note saying they had one white hair on the inside of the back boot so i couldnt have my money back!
I am all for not returning damaged goods or used goods but all i did was try them on!!
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Well they aren't getting them back,
