AG Photographic: Very poor communications and service.

[EdBray]

I placed an order with AG Photographic on the 27th October at 08:15 in the morning. I did not expect any movement on the order until Monday 29th, all the items were shown as being in stock and the order stated that unless shown as pending the items would be delivered the next working day, no item was shown as pending.

So on Tuesday 30th I patiently awaited on my package being delivered, a little disappointed when it didn't arrive as I had waited in all day for it but these things happen so assumed that it would be delivered on Wednesday.

On Wednesday 31st after another day of waiting around I emailed AG Photographic at 16:05 to request an update on my order and when I might expect it. No reply was received.

Fast forward until Saturday 03/11, still no package and still no response to my email of the 31st so I sent another email requesting an update as to the status of my order. Again absolutely no response! Funny they were quick enough to respond when they took my payment!

Again, fast forward to Monday 05/11 and at 16:51 with still no response to my earlier emails or any sign of my order I sent another email enquiring as to the status of my order. This time on Tuesday 06/11 at 11:11am I received the following email: Tried to call this morning but don’t think you were in - we should be abel to dispatch this tomorrow. I am sorry about the delay, some clerical problem with the order which we have sorted out. He was correct, I wasn't in as I had given up waiting for my parcel, however there was some light at the end of the tunnel and my parcel would be sent on Wednesday. As I would not be around on Thursday (today) I asked my Daughter to wait in for the parcel that would be certainly be coming now. Guess what, no parcel and what's worse, I have just had an email to say it has been shipped today, so now I have to try and find someone to be in tomorrow or I will not have it in time for another weekend.

I suspect that this is my last order with AG Photographic, I would like to support the remaining stores that stock analogue materials as they are few and far between now, but not when they treat us like this. I can get stuff from Freestyle (USA) or Fotoimpex (Germany) better selection, cheaper and quicker than this order has been.

Just as an aside, I placed an order with Foma (Norway) on Monday for some 8x10 film, that did arrive today!

 

[RaglanSurf]

That's not a good recommendation Ed, I have to say I'm a bit surprised as I've never had a problem with AG, they've not always been the fastest but never that bad.

All it takes is one bad experience and off-hand service for a company to lose a customer, too many of those and hard earned reputation has disappeared down the toilet.

 

[EdBray]

I've been in email discussion with Mathew from AG, my gripe as I explained to him was not really the delay although that was frustrating, but the lack of an acknowledgement or apology for the lack of replies to my emails. He has since apologised and the items have turned up so we shall see what happens in the future.