Help - How best to deal with issues from Warehouse Express

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TheLaird

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As detailed before, my Interfit EX150 had the wrong parts when shipped from Warehouse Express. I called them on Wednesday afternoon and even used their online enquiry to submit images of what was wrong (see images of the TV instruction video and the part I received below). I was promised a return call on Wednesday when the assistant was going to speak to her line manager. No return call. I called this morning and was told she would ring me back. No call, so I called again. I was then asked when I submitted my online enquiry. When they found it, I was then told I had to ship the whole lot back to them, where they will inspect it. On inspection they will decide if it is repairable or if I should get a new one.

This is the first time I (well my wife bought it for christmas) have dealt with them. No really impressed so far. I know it is not their fault Interfit supplied the wrong items in a sealed box, but now I have to wait in all day Wednesday for Fedex to pick it up.

Anybody else dealt with them? Any advice on how to get a good service from them ??


For reference, the wrong speedring was included in the kit.
TV instruction video
fitting-speedring.jpg


What I received
My-speedring.jpg
 
You are covered under the sale of goods act. Give them time to get back from the holidays and if you don't get them to pick up and replace (at their expense) contact your Local Trading Standards Office (or whatever name it goes under these days)

If you paid by credit card, give them a ring (on the back of your statement) as they are great at kicking ass.
 
I must say I have had good service from them. I know it's a pain to ship the lot back, but I suspect they can't just send you the proper part as it's a sealed box from Interfit, so they may have to send a complete replacement kit. Probably the whole thing will then go back to Interfit.

Just one thing Don't accept "We'll get a replacement part from Interfit" Demand a new unit, you've paid for it and it's not your fault that the supplied unit was faulty. I suspect though they'll sort the whole thing out. Let us know how you get on.
 
Your 'contract' is with WE not the manufacturer. WE do have the option to repair or replace and if they have a new one in stock any reputable supplier would give you that one and sort it out with the manufacturer.
WE has a bit of a variable history on customer service as referred to earlier so be polite, firm and insistent. Keep us posted!

Dunc
 
Well I waited at home all day Wednesday for Fedex. By 5pm nobody came. I called WE and they said they had no way of checking with Fedex when they would be coming. He apologised and said he would find out next day. I said does that mean I need to take another day off work? Once again apologies. (I believe it was not his fault).

Thursday morning WE did call back. It seems that Fedex do not do a next day pick up in Inverness. "How can Wednesday be next day pick up". Aparantly Fedex were only contacted on Tuesday and not the previous Friday.

So Fedex eventually arrived late Thursday afternoon.

Just about to phone WE and see what status is before I blow !!
 
Not yet received so they cannot send out replacement. They are closed on Saturday and Sunday.

Jessops do the same kit for the same price with 5-1 reflector. They will certainly be getting told all this.
 
Hello,

Firstly, apologies for the delay in getting your problem sorted. I'm afraid that without further details I am unable to look into your order any further at this end - perhaps you could PM me with your order number or postcode?

It would appear that in this instance our end goal is to get a replacement unit out to you which I believe is an acceptable solution to all concerned. For several reasons, including stock management and our returns process with suppliers, we are at present unable to simply remove a replacement component from one kit and send it out. We have to have the whole kit returned and replace it in its entirety. I appreciate that this is a real pain in the backside for you - it is for us too - but the end result should be that you end up with a brand new, fully functioning lighting kit.

Once upon a time we used to offer a collection on delivery service whereby, if a product was faulty upon receipt, we would ship out a replacement and get the faulty item collected at the same time. Unfortunately, as a result of too many returns coming back with parts missing altogether or obvious user damage (although I’m not suggesting for a moment that this is the case with your return), we have had to abandon this service.

Once again, apologies for the lack of urgency in getting your problem resolved, but if you could let me have your order details I will chase this up and ensure that it is dealt with as a matter of priority.

Best regards,

Ben
 
With the ability to cancel a purchase such as this under the Distance Selling Regualtions, I'm surprised that you haven't already told WE to poke their goods where the sun doesn't shine, and been to do some shopping with Jessops.
 
Metal God said:
Strange you've had poor service from them. Warehouse Express are very well known for their excellent service.
Click to expand...

Really? I won't use them again after terrible customer service issues.
 
@ Ben from WEX
Thank you for the offer but I am already now being dealt with by one of your colleagues. So rather than confuse the issue, let's just keep it that way.

To all others, Yes it would be easy to ask for my money back and pop into my local Jessops. However I am away on business for most of next week and as such will not have any need for the lights. That gives Warehouse Express a week to see if they can redeem the situation.
 
neil_g said:
They haven't learned from the 5D issue thread fiasco then..:lol:
Click to expand...

LINK to this my problems with them.
They had a system in place and it didn't include customer service when I had a problem. It looks like to me nothing has changed :cuckoo:
I must say at this point, when Ben from Wex got involved all was resolved very quickly.


Kay
 
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So WEX received the kit on Monday 10th January. They did not phone us as was promised. So my wife phoned (hence knowing it had been received). After 10 minute son the phone trying to get an answer as to what would happen next, she finally snapped and asked for her money back. It took 10 minutes before this was agreed. It was paid on 14th January. This was a full 16 days since I first raised the issue.

My wife receive an email asking her to review the service we got so she wrote a message. Unfortunately since she choose the Faulty Item option, WEX says it cannot post on its website. I then stated it was not the item we wanted to comemnt on but the customer service around it. They have agreed. Let's see if they post it.

I was wanting to make a point of this but since my wife paid, and had the right legally (and since it was hers and not mine anyway) to ask for it back and did so, I am unable to ask for compensation of time, effort, hassle and poor customer service. The reason I wanted to make a point is I have just bought a Canon 5DII and EF 24-70mm F2.8L USM today. I was going to ask WEX to make me a very good offer. They never got the chance due to their customer service.
 
Hi The Laird,

I have had a chance to look into the details of your order and subsequent problems and speak to the relevant parties here at Warehouse Express. Although I appreciate that this matter has now been dealt with, I will usually investigate any issue that is flagged on a forum to see where we have gone wrong and what can be improved.

I understand that, aside from the product being supplied with a defective part, a further issue was created by a failed collection. I have to hold my hands up to this and admit that, due to your location, this was a 2 day service and not a next day collection as we had advised. However, from here on in I'm having difficulty in establishing the exact nature of the problem.

According to the returns notes you had originally asked for a replacement. You contacted us again on 7th January to chase the return, but at this point the goods were still in transit and had not been received by Warehouse Express. During a subsequent email exchange with one of my colleagues he again apologised for the collection issue and also for that lack of a call-back following your call on the 7th. You were advised that when we received the goods back we would contact you to offer a refund or an exchange.

The goods were received on the 10th January and the same day your wife was contacted (the order is in her name) to arrange a replacement. Your wife advised that she did not want a replacement but would prefer a refund. This was authorised and refunded the same day.

As such, whilst I am in agreement that we did not handle the process as well as we could (the collection being a day late and a return phone call not being made) I would have hoped that the final resolution would have been satisfactory.

Please note that this is not an attempt to sidestep our responsibilities or failings where they have occurred, but purely an attempt to establish the exact course of events, how you would have preferred them to have been handled, and where we might improve in the future.

Many thanks,

Ben
 
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Yes Ben it has been resolved as you state. But the lack of "getting back to us" and the lengthy process of returning the faulty goods, leaves a very bad taste in the mouth.

I also took a whole day off work waiting for Fedex. I got an apology from WEX but it now only leaves me 24 days holiday to take.

How would you rectify this "taste" ?
 
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I have also had problems with them in the past.

Any company can have problems with products that they sell, what makes the difference is how they deal with the problems.

My experience with them was VERY poor.

Regards
 
TheLaird said:
Yes Ben it has been resolved as you state. But the lack of "getting back to us" and the lengthy process of returning the faulty goods, leaves a very bad taste in the mouth.

I also took a whole day off work waiting for Fedex. I got an apology from WEX but it now only leaves me 24 days holiday to take.

How would you rectify this "taste" ?
Click to expand...

Leave it with me. I'm not making any promises, but I'll see what I can do.
 
WEX have got back to me. They have offered compensation in terms of money off next purchase. This is the least they could have done.

I have not taken them up on it as I do not feel ready to "trust" them again.

Maybe I will, maybe I will not.
 
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