teamworkphoto rant

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Adam (if you couldn't guess...)
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It isn't often I rant but this time I've been seriously let down.

I had a couple Hitech 10 stop on order (one for me and one for the missus) from Bristol Cameras ready for a weekend trip I was planning, to go out and shoot various waterfalls and lakes and get used to using the 10 stop.

Someone pointed out on Wednesday that teamworkphoto had the big stopper in stock, so I phoned them, yes we have them in stock, get an order in and we'll get them sent.

Order placed for two filters, money taken, later on a tracking number was sent and the item was showing as scheduled for delivery today.

So I cancelled the Bristol camera's order, and they were very understanding and very helpful.

10 minutes ago, I get an email from teamwork saying they can't supply two filters and my order for both has been cancelled.
I can re-order one for delivery on Monday.

Now I've got to cancel my planned trip as I don't have the correct kit, yes so I could probably go along anyway but its not what I had planned and I am not sure I want to do it without the filter.

Normally I wouldn't be so annoyed, but seriously to leave it two days to tell me, that's just *&$% poor customer service in my book
 
Sadly, Teamwork have always been rubbish for me too. Your tale simply continues my view of them which started many years ago when I wanted a Roundshot VR drive.

Regards

Chris
 
How did they have a tracking number if not posted :thinking:
 
Exactly.

I asked them out of courtesy to upgrade the postage on the new order to Saturday and they were having none of it.

I feel slightly disgusted that I have given them any money at all but I want my big stopper!

Never again!!
 
adamdavi3s said:
Exactly.

I asked them out of courtesy to upgrade the postage on the new order to Saturday and they were having none of it.

I feel slightly disgusted that I have given them any money at all but I want my big stopper!

Never again!!
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For what its worth I suspect it highly unlikely bristol would have had them either, they too are notorious for selling out of stock items.
Ring and ask if you can collect, see what they say, might be worth getting a same day courier if they do depending where you are (on phone app here so cant see).
 
No Bristol didn't have any, but I had two of the hitechs on order which would have sufficed nicely as a stop-gap!!!

If teamwork had told me the same day, or even the next day then I wouldn't really have an issue.
But 2:30 on a Friday afternoon...
 
Dear Adam,

Out of fairness to all our customers we stated only one filter per order, you ordered two, as generally anyone ordering more than one is putting the other on eBay at an inflated price & we will not supply.

We posted on social networks on Wednesday afternoon we had free stock of Big Stoppers and orders would be limited to one per customer. As we had a huge amount of orders from the previous day (Tuesday) these were processed that day (first in first out). We did not see the orders from Wednesday afternoon until Thursday (We have a cut off point normally of 4 pm for next day delivery, but this does depend on how busy we are if we are able to meet this). We put our efforts into getting the single, correct orders out first. We emailed Friday and said the order for 2 was cancelled as we would only supply one. On the phone you were told if you wanted a Saturday delivery that was possible but at an extra cost.

Having looked back at the online order I can see one of the web sales team did miss read your order and sent you an email with a shipping reference, but as the order proceeded through the system it was flagged as not meeting out terms for supplying this product and you were contacted accordingly. We did not learn of the urgency of your order until 2.50 pm on Friday afternoon. We do have a comments section on the checkout page for customers orders, so "special instructions" can be left about orders this was not filled out as we would have normally expected when someone was working to a dead line.

You are blaming us unfairly for trying to manage all our customers needs, for a product which is in high demand and short supply. Had you ordered one, it would have left the same day (within a 24 hour period) as did over 40 other orders for this product. We stated on the products listing on our website, one per customer & you either missed this or chose to ignore this. We are only trying to be fair to the majority.

We are a fair company and know were not perfect, so from time to time mistakes will, & do happen. And unless we the "management" get your feed back (we openly state on our website we appreciate it) we can't react to your needs or any issues/concerns with our service. If you want to discuss this matter please feel free to call the sales office on Monday where I will be happy to listen to your feedback. This way we can actively react to it, to find out why you feel you had such a "poor experience" as stated here in your post, and what we could have done differently to meet your needs. Rather than learning about it second hand through google. If not, should you wish to return the filter we will issue a full refund including the postage costs.

Yours sincerely

Steve Martin
Teamwork Digital Ltd
 
Dear Steve,

I am sorry you had to read my disappointment via google, although I am somewhat surprised you had to learn about it this way as the member of your sales team assured me he had spoken with his directors (assuming yourself)

I would like to point out that at no point during two telephone calls did your staff mention the limit to one per customer, not did your website (and i do apologise if I missed this) elude to this fact, nor did the website or any of your staff pick up on this for two days.

The urgency of my order has no impact on the fact I was inexplicably provided with a delivery reference and even a delivery schedule.

I appreciate in this situation it may have been a number of rare errors that combined to create this situation but little effort, save your apology, was made to rectify the error.

Indeed all I asked was that the item be sent guaranteed Saturday delivery, the cost of which I hasten to add, would have been all but completely covered by the charge I paid.

I thank you for taking the time to respond but I have no reason to discuss this any further.

Kind regards

Adam
 
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Thanks for your post about Teamwork Digital Adam, I was just on the verge of ordering with this company, but I think I'll give it a miss. Companies like this really make me fume, it makes you wonder how much business they lose though bad customer service. So if you're listening Steve Martin, I think a serious re-training program might be in order - although in my experience of business, bad service is something that usually something that filters down from the top.

Hope this might help others who might be thinking of ordering from this company

John Steen
A person who regularly buys photo stuff.
 
gramps said:
Unusual 1st post :thinking:
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That's what I thought. Signing up here just for that. Hmmmmmmm!!!!! Never heard of em and certainly wont be using them after reading this!!
 
BRASH said:
That's what I thought. Signing up here just for that. Hmmmmmmm!!!!! Never heard of em and certainly wont be using them after reading this!!
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So your condemning a company based on two peoples opinions?

I wonder what % of satisfied customers Teamwork have compared to dissatisfied and the volume of stuff they sell.

I have never heard of, nor bought from Teamwork, but I certainly would not be so hasty to dismiss them based on two people having a "bad " experience. All companies make mistakes, it is how they deal with them that matters. At least Teamwork are being progressive in trhat.

So, basically , stop being such a divvy Brian................:)
 
fracster said:
So your condemning a company based on two peoples opinions?

I wonder what % of satisfied customers Teamwork have compared to dissatisfied and the volume of stuff they sell.

I have never heard of, nor bought from Teamwork, but I certainly would not be so hasty to dismiss them based on two people having a "bad " experience. All companies make mistakes, it is how they deal with them that matters. At least Teamwork are being progressive in trhat.

So, basically , stop being such a divvy Brian................:)
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Be quite you!! I'll decide where I spend my hard earned!!
 
BRASH said:
Be quite you!! I'll decide where I spend my hard earned!!
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Indeed and I would not expect anything else, just don`t be so hasty for a change. You big granite headed numpty.
 
fracster said:
Indeed and I would not expect anything else, just don`t be so hasty for a change. You big granite headed numpty.
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Jog on!!:p
 
My work is done.
 
fracster said:
So your condemning a company based on two peoples opinions?

I wonder what % of satisfied customers Teamwork have compared to dissatisfied and the volume of stuff they sell.

I have never heard of, nor bought from Teamwork, but I certainly would not be so hasty to dismiss them based on two people having a "bad " experience. All companies make mistakes, it is how they deal with them that matters. At least Teamwork are being progressive in trhat.

So, basically , stop being such a divvy Brian................:)
Click to expand...


I did once but a dog off a farmer I'd been advised not to. Manky old git he was but the dog was fine as a pet. Useless as a sheep dog tho, it was white. So I suppose this proves your point about making up your own mind and not being too hastey. As my dad used to say "Why does a mouse when it spins?" "Because the higher it goes the fewer it becomes!" Worth remembering that.;)
 
Any chance you can retype that in a language that resembles English chief?
 
Interesting thread. In reality I find all suppliers will occasionally screw up. I've previously bought filters from teamwork photo , the last was a Hitech 62mm 10 stop a few months back, never a problem. Just recently I ordered a some items relating to another of my hobbies. The first from a major dealer clearly ignored the shipping address on the order, shipping to my home. I work during the day so was carded. Luckily after I contacted them they arranged for the item to be shipped from the Interlink depot to my work place just in time for when it was needed avoiding a crisis. I recently had an email from an eBay supplier I've used many times saying my order had been shipped via second class post. A few days later I get another email saying their stock levels were wrong, do I want a refund or wait for stock with no eta. How could they have previously emailed that it shipped? That was a major problem. Just using those examples to show we don't live in a perfect world and s**t does happen from time to time.
 
I guess if ordering some kit for a specific trip it's best to have your order sorted some weeks in advance? That way you would not be as disappointed. But placing an order so close to a trip away is destined to bring a bit of pain. :)
 
I've bought from teamworkphoto a few times over the years and had no problems with them whatsoever.
I know we can only go by our own experiences but I would happily order from them again.
 
As above I have bought from teamwork 2 or 3 times. Items have arrived on time and well packed. I would certainly use them again.
 
Did any of the recent posters notice that this thread was started over a year and a half ago?

FWIW I've also ordered items a couple of times from Teamwork and had no problems, although that was probably well over a year ago too!
 
Nope :)
 
Who cares, I could give Brash some sheite.
 
Another satisfied customer here dealt with Teamwork over many years never had a problem.:)
 
f1charlie said:
Did any of the recent posters notice that this thread was started over a year and a half ago?
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And it was revived by "John Steen" - the person who seemingly joined the forum specifically to post in this thread that he wouldn't be buying from Teamwork.

Fishy or what?
 
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