Puchase at WarehouseExpress let down by ParcelForce

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[moan]
Wednesday morning before 10am I put in an order with Warehouse Express for a new Lowepro bag and chose the option for next working day delivery.

Got confirmation email and dispatch note with tracking details from WEX.

ParcelForce tracking shows it "in progress" from 5am yesterday but no delivery was made or attempted. Looks like it will Tuesday at the earliest now :(


:thumbsdown:

[/moan]
 
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Quoth said:
[moan]
Wednesday morning before 10am I put in an order with Warehouse Express for a new Lowepro bag and chose the option for next working day delivery.

Got confirmation email and dispatch note with tracking details from WEX.

ParcelForce tracking shows it "in progress" from 5am yesterday but no delivery was made or attempted. Looks like it will Tuesday at the earliest now :(

[/moan]
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Fail to see why you have slagged off Warehouse Express....:shrug:
 
Surely its very unfair to moan about Warehouse Expresss when they have dispatched the item on time?
 
Yeh, but it's easy to send an email to say 'dispatched' but did they give it to courier? :shrug:
 
I have not slagged off Warehouse Express. I said I am let down by the combination of the two; other retailers I have ordered from who offer "next day delivery" have always kept to it.

Perhaps WEX should use a delivery company who have a track record in delivering on time - failure to meet the deadline means that I am unlikely to use them again. The last delivery I had from WEX was made by City Link and it was on time.
 
Parcel Force are great here - City Link the worst by a mile. Don't think this is a WEX problem at all.
 
The thing with some companies is they sometimes feel the buck stops with them despatching the item on their chosen courier.

In many cases the courier of choice may have been picked as they offered the best price, not necessarily the best service.

I’ve had lots of times when I’ve been in the same boat and all the supplier does is refers you to the courier and the fact that they have despatched the item.
In case like this I think the supplier should be onto the courier, find out what has went wrong then contact the customer with an explanation/solution.

But these things to do happen so I think it may by unfair to blame WEX but then again you have been let down since a next day delivery has not been achieved so you are entitled to be very frustrated.
 
Can't see how WEX is to blame here....ANY courier could have failed to deliver.

If the courier indicates its been collected on time, why are they specifically not to blame?
 
"Let down by WarehouseExpress / ParcelForce"

Where and when were you let down by WarehouseExpress?

From what you have told us it is Parcelforce alone who has let you down .... :nono:
 
Quoth said:
I have not slagged off Warehouse Express. I said I am let down by the combination of the two; other retailers I have ordered from who offer "next day delivery" have always kept to it.

Perhaps WEX should use a delivery company who have a track record in delivering on time - failure to meet the deadline means that I am unlikely to use them again. The last delivery I had from WEX was made by City Link and it was on time.
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Which delivery company would that be then? I have never been let down by City Link OR Parcel Force so as far as I'm concerned they both have a track record of delivering on time but there are plenty here who have been let down by both.
 
All I would be after would be a rebate on the next day delivery charge. Generally delivery companies are ok but it its seems if you want if fast, its late and if your in no rush it turns up at 8.30 the next morning.
 
pmaccyd said:
All I would be after would be a rebate on the next day delivery charge. Generally delivery companies are ok but it its seems if you want if fast, its late and if your in no rush it turns up at 8.30 the next morning.
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I thought that just happened to me. :D
 
Well I know in my line of work when i fail to deliver something to a customer on time they are rarely very accepting when I blame one of my suppliers...they say the contract is with me and I promised delivery at a certain date.

Surely this is the same here, WEX should be taking it up with the courier but the op with WEX...they are who he has paid?

Just my 2p worth
 
Cris_L said:
Well I know in my line of work when i fail to deliver something to a customer on time they are rarely very accepting when I blame one of my suppliers...they say the contract is with me and I promised delivery at a certain date.

Surely this is the same here, WEX should be taking it up with the courier but the op with WEX...they are who he has paid?

Just my 2p worth
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This is very true. It all comes down to how WEX deal with it, just seems a bit off to have a pop at them and say you're never going to deal with them again purely because it was not delivered on time. They should at least be given the opportunity to address the problem.
 
fabs said:
This is very true. It all comes down to how WEX deal with it, just seems a bit off to have a pop at them and say you're never going to deal with them again purely because it was not delivered on time. They should at least be given the opportunity to address the problem.
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Too late now!

He paid WEX, nobody else and he didn't receive, the next day, what he paid for.

Obviously he is not a happy bunny:shake:
 
Mikesphotaes said:
Too late now!

He paid WEX, nobody else and he didn't receive, the next day, what he paid for.

Obviously he is not a happy bunny:shake:
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Indeed, but with the best will in the world there's nothing WEX could have done about that. It could have happened with any retailer who uses Parcel Force (or any other courier company for that matter). All any retailer can do is dispatch the item(s) on time which WEX did.
 
Cris_L said:
Surely this is the same here, WEX should be taking it up with the courier but the op with WEX...they are who he has paid?
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In an ideal world yes but more or less 100 time out of 100 the supplier refers the customer to the delivery company.

It just shouldn't happen like that, the sign of any good company is how they deal with things when they go wrong, simply telling the customer to contact someone else in my book is not good enough.

Sadly though it seems to becoming ar has become the norm.

In fairness though to the OP I don't think they were having a go at WEX, just pointing out they were not happy that the goods were not delivered when they should have been and thus would not be using the supplier again.
 
Has the OP even contacted WEX about this? That would have been better use of time than spouting off on here!

Sent from my iPhone using TP Forums
 
TBH, it could be thought a little optomistic to expect any type of speedy delivery from any courier/retailer over a long bank holiday weekend.

Did the old bag suddenly die or has the need for it been developing over a fairly long period? Lowepro bags are widely stocked, so maybe it would have been better to spend the extra few quid locally and ensure you had it in time?
 
Nod said:
TBH, it could be thought a little optomistic to expect any type of speedy delivery from any courier/retailer over a long bank holiday weekend.

Did the old bag suddenly die or has the need for it been developing over a fairly long period? Lowepro bags are widely stocked, so maybe it would have been better to spend the extra few quid locally and ensure you had it in time?
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Even more optimistic to read the OP and find it should have been delivered on Thursday.

So what on earth has that to do with a delivery over long w/end?

Anyway, as this really has nowt to do with me, I will keep quiet now:|
 
I think this has to be one of the worst threads I have seen in a long time, and I think one that it totally uncalled for, I have used WEX on numerous occasions and have always found there service to be first rate.

I also fail to see how it is the fault of WEX that the PF failed to deliver if WEX had failed to dispatch the item I think the OP would be justified in being angry with them but they have dispatched the item as promised, to me it is PF that have breached their contact here in failing to deliver it is PF that should be being slated here not WEX.

I think that the OP needs to change the title or and personally I think this the better option this thread needs deleting

Matt
MWHCVT
 
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MWHCVT said:
I think this has to be one of the worst threads I have seen in a long time, and I think one that it totally uncalled for, I have used WEX on numerous occasions and have always found there service to be first rate.
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I think this is being blown out of proportion.

The OP didn't slag off WEX they just said they were "let down" by the combination of WEX & PF.

MWHCVT said:
I also fail to see how it is the fault of WEX that the PF failed to deliver if WEX had failed to dispatch the item I think the OP would be justified in being angry with them but they have dispatched the item as promised, to me it is PF that have breached their contact here in failing to deliver it is PF that should be being slated here not WEX.
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Still fail to see where WEX have been slated.

In any case the OP does not have a contract with PF, theirs is with WEX.

There is also one thing we have maybe not considered and that is wether or not PF do have the package.
At our work when we have shipments ready we transmit that infomration to the delivery company, it then shows in the delivery companies system but does not get updated till they actually have the package and it can then be tracked properly.

So however unlikely, it may be possible that the only thing PF got was the package details transmitted to them.

Let's hope the OP can give us an update and gets his package on Tuesday.
 
pmcgsmurf said:
Still fail to see where WEX have been slated.
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IMO the title of the thread is bad enough, it makes out that WEX have let him down, when most people that bother to read the thread can tell WEX have done what is reasonably expected of them.

You may think I am wrong in what I have said but again IMO it is totally unreasonable to include WEX in the thread

Matt
MWHCVT
 
I still say that I have been let down by the combination of WEX and Parcel Force. If they cannot guarantee next day delivery, all they have to do is advertise as "2-3 days" and that is fine with me. I know then what to expect. If I order from others online retailers who advertise next day delivery, I pay a little extra and get that if I want it. If I am happy to wait, I choose standard delivery.

I could have opted for a timed delivery but didn't. That was my option and I took their offer at face value. As stated by others, my contract was with WEX and so I think that I am justified in expressing my discontent.

I have neither slagged off nor slated WEX. I have simply stated my disappointment at being let down by the promise of something that failed to materialise.

Thanks to those who have taken the time and interest to reply.
 
chphotos said:
Care to explain why you think it means nothing?
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don't need to now. read the smurfs reply as he explained it perfectly! (post #27)
 
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Hello all,

Hope you enjoyed the Easter Weekend.

With regards the OP's issue, there are a few points I'd like to address.

Firstly, despite the fact that the problem has been caused by a third party courier - Parcel Force on this occasion - it is absolutely 100% our problem to deal with. As others have pointed out, the order was placed with us and the money paid to us, so it is only right that we deal with any problem with fulfilling the order.

That said, I'm not sure from the information provided whether or not the OP has actually contacted Warehouse Express. Are you able to clarify? If you have and the person you spoke to simply referred you to Parcel Force, then I would agree that you have been let down in terms of correct customer service. If, on the other hand you had not yet contacted us before writing this post, it's a little difficult for us to address a problem we have not been made aware of.

As an aside, being a mail order company means we are obviously heavily reliant on couriers, but the problem is that there simply isn't a perfect delivery company out there. All couriers tend to vary considerably depending on their location. When we used City Link customers living in some postcode areas advised they were the best thing since sliced bread, while others swore they would never use us again if we continued to use, and I quote "that green and yellow abortion of a delivery company".

We currently use Parcel Force who, at present, are giving us the best success rate, but the problem still remains that they are better in some areas than others. It has been suggested that we use different couriers for different areas - a great idea but uneconomic in terms of the systems required and the fact that the rates we pay are based on a certain level of traffic. If we split the delivery traffic then we end up paying more.

Long story short, and getting rapidly back to the point, I am genuinely sorry to read that you have been let down and agree that it is our issue to deal with. Please contact me via PM or phone our contact centre to advise us of the problem and we can look into the matter and hopefully provide an explanation and, quite possibly, a refund of your postage charges.

Best regards,

Ben
 
Hi Ben, thanks for your comprehensive reply.

According to Parcel Force tracking, the item was delivered on Saturday morning but as I was not at that address I couldn't confirm until this morning.

I hadn't contacted WEX as you were closed on Thursday evening by the time that I was sure that it would not be delivered. As I said above, I was expressing disappointment and think that you should be able to offer a choice of delivery options such that if you say "next day" it means this; if it cannot be guaranteed as then offer "2-3 days" or whatever the case may be. Others (Amazon for example) seem to be successful in this regard.

I understand your situation and appreciate your explanation of how things are done.

I have PMed the order number to you so that you may be able to check with Parcel Force what happened.

Regards

Kevin
 
Ben has explained the reason for the delay and if he wishes to make it public, that is up to him. Suffice to say, it was not the fault of WEX.

I appreciate his looking into this and am happy to put this to rest.

Regards

Kevin
 
Ben at WEX said:
Hello all,

Hope you enjoyed the Easter Weekend.

With regards the OP's issue, there are a few points I'd like to address.

Firstly, despite the fact that the problem has been caused by a third party courier - Parcel Force on this occasion - it is absolutely 100% our problem to deal with. As others have pointed out, the order was placed with us and the money paid to us, so it is only right that we deal with any problem with fulfilling the order.That said, I'm not sure from the information provided whether or not the OP has actually contacted Warehouse Express. Are you able to clarify? If you have and the person you spoke to simply referred you to Parcel Force, then I would agree that you have been let down in terms of correct customer service. If, on the other hand you had not yet contacted us before writing this post, it's a little difficult for us to address a problem we have not been made aware of.

As an aside, being a mail order company means we are obviously heavily reliant on couriers, but the problem is that there simply isn't a perfect delivery company out there. All couriers tend to vary considerably depending on their location. When we used City Link customers living in some postcode areas advised they were the best thing since sliced bread, while others swore they would never use us again if we continued to use, and I quote "that green and yellow abortion of a delivery company".

We currently use Parcel Force who, at present, are giving us the best success rate, but the problem still remains that they are better in some areas than others. It has been suggested that we use different couriers for different areas - a great idea but uneconomic in terms of the systems required and the fact that the rates we pay are based on a certain level of traffic. If we split the delivery traffic then we end up paying more.

Long story short, and getting rapidly back to the point, I am genuinely sorry to read that you have been let down and agree that it is our issue to deal with. Please contact me via PM or phone our contact centre to advise us of the problem and we can look into the matter and hopefully provide an explanation and, quite possibly, a refund of your postage charges.

Best regards,

Ben
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Ben is the only reason I buy from WEX, he takes responsibility and sorts out problems quickly.
 
Quoth said:
Hi Ben, thanks for your comprehensive reply.

According to Parcel Force tracking, the item was delivered on Saturday morning but as I was not at that address I couldn't confirm until this morning.

I hadn't contacted WEX as you were closed on Thursday evening by the time that I was sure that it would not be delivered. As I said above, I was expressing disappointment and think that you should be able to offer a choice of delivery options such that if you say "next day" it means this; if it cannot be guaranteed as then offer "2-3 days" or whatever the case may be. Others (Amazon for example) seem to be successful in this regard.

I understand your situation and appreciate your explanation of how things are done.

I have PMed the order number to you so that you may be able to check with Parcel Force what happened.

Regards

Kevin
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"Let down by Warehouse Express / Parcelforce"

Firstly, the thread title clearly indicates Warehouse Express are at fault. Many of the TP members may just read the title without actually reading the thread and think "oh another WEX complaint, I won't use them" which could be unfairly damaging to their business. I think it would be fair to change the title!

What must be even more infuriating for the supplier that you have posted a thread on a public forum BEFORE you even contacted them :shrug:

I know if one of MY customers went on a Brides forum complaining she had not received her prints on time without letting me know first, and not giving me an opportunity to put it right..... I would think she was totally unreasonable.
 
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