Fotosense....poor customer service.

schizophonic

schizophonic

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Ken
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I purchased a Manfrotto 190XPROB from Fotosense on 19th and been advised it was dispatched the same day using their standard service (2-3 working days Parcel Force)

I got an email from Parcel Force roughly 4pm and noticed that they had the number of the house incorrect. So I tried calling Photosense @ 4:50, was on hold and then at 5pm I was cut off. Redialed and got an automated message saying they were close for the day. So I was a bit frustrated so I raised an e-note with them. I got a response from them the following day and they advised

having looked into this your order has been sent to number **
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Still not convinced, I waiting for the next day and stayed in hoping for the goods to arrive. It was approaching 6pm and still no knock on the door. I checked the tracking online and it says "Unable to deliver"

:shake:

Now I was getting more annoyed and sent them a bit of a snotty message on their e-service on the same ticket number and they apologised and it "will be with me tomorrow before 12pm"

Now I had an appointment with a client yesterday evening and hoped to use my tripod for the session. I had to reschedule and will have to move things about for tomorrow's delivery.

This is my first experience with Fotosense and I'm getting an dis-satisfactory service from them. I paid for a standard courier service and expected the goods to arrive as planned. Now I understand that it might not be all Fotosense's problem but if they have a business agreement with ParcelForce shouldn't they abind to it? Someone is to blame here and I updated the current E-note with my thoughts and now its closed off.

:lol: Pathetic.

I'm not getting good first impressions from this cowboy company.

UPDATE 23/07

Right, I got ONE of the two packages today, I'm still waiting for the 2nd one. I called up ParcelForce and they advised it has been sent back to sender.

Waited in line for about 20min to speak to someone at Fotosense and asked there if they've received the other package. They advise me that I will have the other remaining package (tripod) on Monday now.

So what was an effortless 2-3 days of delivery - has now turned to 5 working days. (if it turns up on Monday)
 
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but surely you key all the details in, when you order it online???????? :shrug:
 
Yes I did, but the transistion from the ordering system from Fotosense to ParcelForce is incorrect. I dont know if its an automated service or someone at Fotosense places an order with ParcelFoce and they provided the incorrect details.
 
schizophonic said:
I dont know, on the order form from my account on Fotosense its correct, but who ever put my details with ParcelForce make a right mess up.
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See, I'm not doubting you, but online ordering is all automated these days so no-one should be putting your details onto anything. Are you 100% sure that you put the house number in correctly?
 
dentedshed said:
See, I'm not doubting you, but online ordering is all automated these days so no-one should be putting your details onto anything. Are you 100% sure that you put the house number in correctly?
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Not everything is automated, mailrooms still exist. I work for one of the biggest holiday companies in the UK. Addresses that are put online still come through to a mailroom and are subject to human error. I get around two or three calls a week from people who have recieved someone elses tickets.
 
See screen shots:

Fotosense ordering system
deliverya.jpg


ParcelForce email:
parcelforce.jpg


Sorry if its hard to read but i'll upload another screen shot if you need to see it.
 
dentedshed said:
See, I'm not doubting you, but online ordering is all automated these days so no-one should be putting your details onto anything. Are you 100% sure that you put the house number in correctly?
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I beg to differ... :lol:

Our courier presently has no "support" for our chosen cart software - so we have to manually put things in.
 
From my my last email I was hoping for them to respond or provide some feedback. At least they can do it refund my courier cost. Dont want store credit as I wont be buying from them EVER again.
 
schizophonic said:
I got an email from Parcel Force roughly 4pm and noticed that they had the number of the house incorrect.
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Wouldn't it just have been easier to have phoned Parcelforce, or better still just go over to the depot (with both the Fotosense and Parcelforce emails) and pick the tripod up?
 
How would I get over to the depot? Let alone which one it is? I'm sure there isn't just one depot that ParcelFoce has. Also going over with emails will not let me make the changes. I believe it has to come from Fotosense themselves.

If I paid for this service why should I be running around and wasting my petrol money and time to pick up the pieces that Fotosense/ParcelForce made?
 
schizophonic said:
How would I get over to the depot? Let alone which one it is? I'm sure there isn't just one depot that ParcelFoce has. Also going over with emails will not let me make the changes. I believe it has to come from Fotosense themselves.

If I paid for this service why should I be running around and wasting my petrol money and time to pick up the pieces that Fotosense/ParcelForce made?
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You phone PF, ask which depot covers your post code, they'll put you straight through to that depot. Then you explain the problem to them.

As you have emails that show that an error has been made with the shipping details there's a good chance they'll be able to sort it out for you and ship the goods out to you the next day.
 
I'm not sure what you think is poor about their customer service? You contacted them, they apologised and said it will be with you before 12 tomorrow, what more do you want? Come tomorrow if the item is still not with you, then you might have a reason to complain but even at that the fault may lay with parcel force and not the shop.


And this bit "Now I had an appointment with a client yesterday evening and hoped to use my tripod for the session. I had to reschedule" Sorry mate but if you as a 'professional' are having to rearrange appointments because they depend on kit you don't have, that's just poor planning on your part, if it was that important you should have bought it locally or from someone with a time guaranteed delivery method. I'd hate to think your client is posting on some forum about what **** poor service you give.
 
UPDATE 23/07

Right, I got ONE of the two packages today, I'm still waiting for the 2nd one. I called up ParcelForce and they advised it has been sent back to sender.

Waited in line for about 20min to speak to someone at Fotosense and asked there if they've received the other package. They advise me that I will have the other remaining package (tripod) on Monday now.

So what was an effortless 2-3 days of delivery - has now turned to 5 working days. (if it turns up on Monday)
 
Steep said:
And this bit "Now I had an appointment with a client yesterday evening and hoped to use my tripod for the session. I had to reschedule" Sorry mate but if you as a 'professional' are having to rearrange appointments because they depend on kit you don't have, that's just poor planning on your part, if it was that important you should have bought it locally or from someone with a time guaranteed delivery method. I'd hate to think your client is posting on some forum about what **** poor service you give.
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Spot on. :thumbs:
 
I can't see why fotosense are getting blasted here, the only mistake on their part seems to be the wrong house number which as been said that automated systems can have incompatibilities.

All the problems seem to have been with Parcel Force. Going to collect parcels from couriers depots is all part of the fun, I went and collected mine from DHL because they got no answer when they tried to deliver, even though I was sat in waiting all day they tried to deliver to the wrong address so I wasn't in they even tried again and yes wrong address. We have a distinctive front door and the guy said it was something else.

I do seem to defen FS on here mainly because I have never had a problem with them but if they screw up blast them but this is parcelforce thats the problem.
 
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