Warehouse Express, Awful poor service, Currys A* - Finally purchased D7000

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Mini

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Mina
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Well were do i start, What a day i've had.

So i posted on here earlier about buying a nikon d7000 and where to purchase.
Browsing on Warehouse express and found that they are doing the nikon d7000 plus 18-105mm VR lens kit for £1059.99 + 4.99 postage, plus a FREE NIKON Bag.

So i spent loads of time phoning around, John lewis, PC world, Comet, Calumetphoto.co.uk, Cameraworld and Dalephotographic.co.uk. Jessops and even NIKON. So anyways after spending much time searching an searching, i phoned up Warehouse Express and decided to go ahead with the deal.
I spoken to a gent who said "We dont do that offer anymore with a free bag, but the price is still the same" So i was a bit confused looked back at my computer screen, and im staring right at the deal. So i gave the code number and the guy said no sorry we dont do that offer anymore it expired today at 4.00, (time is now 4.03) so i was a bit miffed and said what if i ordered online? he said "Erm no because we wouldnt give you the bag, the camera would come on its own". So i said i would call back.

I tried to do it online and i was bit cautious, so i phoned again and spoken to a lady this time, she said the same that the deal expired and theres nothing she could do, So im fed up at this point and said fine just order the camera please. So we go step by step, Asking me is this the first time im buying from WE. i said yes .. Then she takes card details and comes back "Payment failed" then she asked me again for the details and again came back payment failed. So the lady explains to call my bank and find out whats wrong with my card. Then i say.. "maybe its because my card is registered to my university address in leeds and im in cambridge (wanting it delivered to cambridge)". The lady says " No no, its not that" so i said ill phone back and call my bank.

So time is now 5.05 and ive got 55 mins to order before 6pm for next day delivery. (so im told over the phone) Im panicking and ringing my bank, furious that they have stopped my card. After being on the phone 25 mins and they sorted my card saying its just security checks. I immediately hang up, Phone warehouse express and speaking to a chap... So we do the whole order process again... and he asks.. "Card registered, delivery address" and i told him the card is registered to my university address but would like it delivered to my home address. He says "sorry cant do that, all first orders need to go to the card owners address" I said no sorry i was doing an order earlier with a lady who said its fine... He said "no thats wrong we need to send it to your leeds address" I said" No but if it goes there any student can sign and go walkabouts with my parcel. After a much heated debate i hung up.

:'(:'(:'(:'(:'(:'(:'(

At this point i was annoyed and upset. Wasted time, poor customer service, Poor communications, Mis informed information, bleugghhh! Its all over the show.

So i phoned my local currys store and told them what a palarva i had with the company and the guy on the phone says come in and we will sort you out.

I pop down to my local currys/pcworld megastore and they done this for me:

Price matched warehouse and because they didnt have any nikon bags they dropped the price down to £999, Plus a free nikon d7000 book (worth £14.99)

I couldnt believe it. Amazing! Brilliant service, Great deal. Good job Currys:thumbs:

Sorry for the essay but i thought i would share my frustration with you guys and tell you my top deal what i got. Just waiting now for delivery of the nikon as currys didnt have one instore but are ordering from centre.
:geek:
 
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That's excellent, and you are lucky, that's an excellent price for the camera and kit lens!
 
don't get it. you were late for the offer so why complain. the card problem is not WEXs fault. so it's not poor service from them.

I'm glad you got a deal but is this post really required???????
 
Bit harsh on WHX. You left it to the last minute to order. The deal expired, get over it. If it was that important you shouldnt have wasted time ringing round John Lewis et al.

How is it WHX fault your card was declined? A number of retailers will only post to card address, ok, so it appears someone got that bit slightly wrong, but get over it.
 
You'd expect a better service and maybe them make it a little more personal when dealing with you when you're trying to buy an expensive piece of equipment in the field they deal in!

Good to hear you got a good deal in the end, and all from your local store!! :)
 
cambsno said:
Bit harsh on WHX. You left it to the last minute to order. The deal expired, get over it. If it was that important you shouldnt have wasted time ringing round John Lewis et al.

How is it WHX fault your card was declined? A number of retailers will only post to card address, ok, so it appears someone got that bit slightly wrong, but get over it.
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I think this post nails it on the head, someone at WEX dropped the ball a little on the first call by not picking up that you mentioned the different addresses and not informing you of the company delivery restrictions but that is a security measure that IMO is very good of WEX this comes from someone who has worked within the credit card industry
 
Bit weird though having a deal expire at 16.00, not heard of that before especially it being three minutes before the OP called

Agree about the card though and don't blame them for wanting to deliver at the registered address

If that was Currys in Cambridge I bought my last camera from them and also received excellent service after first going in Jessops then John Lewis where I got zero customer satisfaction from either
 
The deal had expired ... but 3 minutes .. surely they could have honoured it ....
Even if it was for the benefit of repeat business
I know this is one persons bad experience but just goes to show what putting the customer first does

Glad you got a good deal
 
Mini said:
So i spent loads of time phoning around, John lewis, PC world, Comet, Calumetphoto.co.uk, Cameraworld and Dalephotographic.co.uk. Jessops and even NIKON. So anyways after spending much time searching an searching, i phoned up Warehouse Express and decided to go ahead with the deal
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So u thought you'd get it cheaper elsewhere but couldn't and by the time u got back to WEX the deal had expired. Boo hoo, serves u right. :naughty:

PS I've always had great service from WEX, even delivering to an address that wasn't mine.
 
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cambsno said:
Bit harsh on WHX. You left it to the last minute to order. The deal expired, get over it. If it was that important you shouldnt have wasted time ringing round John Lewis et al.

How is it WHX fault your card was declined? A number of retailers will only post to card address, ok, so it appears someone got that bit slightly wrong, but get over it.
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Im sorry but if you was spending over 1000 pounds notes, im sure like all other human beings you would hunt around for cheaper deals (unless you dont care about your money) I was just trying to find a cheaper deal thats all. No need to shoot me for it?:gag:

When did i write in my post that it was WHX fault about my card? I didnt moan about that at all. Please read my post more carefully before you start throwing the critics over here.


Mank said:
You'd expect a better service and maybe them make it a little more personal when dealing with you when you're trying to buy an expensive piece of equipment in the field they deal in!

Good to hear you got a good deal in the end, and all from your local store!! :)
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Absolutely 100% agreed. Thanks, Its not like im buying a 9.99 SD card. or a £39 bag. ITs over a thousand pound im spending, im atleast expecting a bit more of better service.


AndyB1976 said:
Where are Currys delivering the kit to?
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To the store for me to pick up on tuesday :thumbs:
 
If you were trying to phone up and ask them for an offer that wasn't still lodging on their website, then fair enough. But if the offer is still up on the site, I'd expect them to honour it - I'm on your side for this one, even if there are sometimes legit reasons (like card security), it's how you feel like you've been handled which is most important.
 
It'd have been a nice touch if they'd honoured the deal if you had placed the item in your basket and started the checkout process before the deal ended. It doesn't seem right to make you rush through the payment process in order to get the deal.

That said, WEX have never seemed to offer spectacular value for money in my opinion.
 
Mini said:
Im sorry but if you was spending over 1000 pounds notes, im sure like all other human beings you would hunt around for cheaper deals (unless you dont care about your money) I was just trying to find a cheaper deal thats all. No need to shoot me for it?:gag:

When did i write in my post that it was WHX fault about my card? I didnt moan about that at all. Please read my post more carefully before you start throwing the critics over here.
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I would search prices but many of the cheapest prices come from dodgy companies so would exercise caution. Nothing wrong with that, but you missed the deadline. I missed out on a lens on here recently as I went in a bit too cheap and then took too long to think about it. You missed the deadline, end of. You titled the post 'WHX awful service'. While you may be miffed they would not give the freebie I would hardly call that awful service.

As your post was about the failings of WHX why mention the card. Totally irrelevant to the post.
 
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What company needs customers like Mini? None I would guess.
 
Mini said:
Absolutely 100% agreed. Thanks, Its not like im buying a 9.99 SD card. or a £39 bag. ITs over a thousand pound im spending, im atleast expecting a bit more of better service.
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I fail to see how WEX have given you "Awful poor service"??

Your credit card was declined but the reason wasn't because you wanted delivery to a different address, but because your BANK had blocked it!!

Yes, it might have been an oversight that she didn't tell you first orders had to be delivered to card address, but this was made clear once you were in a position to place the order & had a suitable method of paying for it.

Hardly constitutes "Awful poor service" :shake:
 
chip said:
I fail to see how WEX have given you "Awful poor service"??

Your credit card was declined but the reason wasn't because you wanted delivery to a different address, but because your BANK had blocked it!!

Yes, it might have been an oversight that she didn't tell you first orders had to be delivered to card address, but this was made clear once you were in a position to place the order & had a suitable method of paying for it.

Hardly constitutes "Awful poor service" :shake:
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This!

You may think you've been hard done by but it's nothing compared to your slagging off of wex. Get real.
 
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Just the flip side of the coin. Imagine that you run a business doiong mail order, you get a customer order goods for the first time,call it £1k wanting them delivered to a address that the card is not registered at, the card company state if you ship goods to a different address you are liable for the full amount if it is fraud. You would be £2k out of pocket. Would you be willing to take the risk?

Pleased you got a good deal and enjoy the camera.
 
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cambsno said:
Nothing wrong with that, but you missed the deadline. I missed out on a lens on here recently as I went in a bit too cheap and then took too long to think about it. You missed the deadline, end of. You titled the post 'WHX awful service'. While you may be miffed they would not give the freebie I would hardly call that awful service.

As your post was about the failings of WHX why mention the card. Totally irrelevant to the post.
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I know what your saying. But having found the deal in the morning, Phoning around and to be told "yes we have it in stock and bag" then to phone at 4.03 to be told deal was ended 3 minutes ago, do you not think they should honour it even though its in my BASKET and i could of gone ahead and bought it and waited till tomorrow for it to arrive at my university address with no bag. You think that is fair?
 
I do think it's fair! Bit like these people who turn up late for a flight then complain because they can't get on. who needs them.
 
Mini said:
I know what your saying. But having found the deal in the morning, Phoning around and to be told "yes we have it in stock and bag" then to phone at 4.03 to be told deal was ended 3 minutes ago, do you not think they should honour it even though its in my BASKET and i could of gone ahead and bought it and waited till tomorrow for it to arrive at my university address with no bag. You think that is fair?
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I'm with you here, as long as it's in the basket and the checkout process has been started within the time then I'd like to think they'd honour it. If a company expects me to rush through the payment process to get a free gift then I wouldn't want to use that company. A gesture of good will would have been a nice touch here, I think.
 
At the end of the day i've phoned the company, Spoken to people, That werent bothered that i was going to buy the camera elsewhere, to be told it would be delivered to cambridge, then to be told its going to my UNIVERSITY address, Then to be told theres no bag.

Remember the law, Its classed as false advertisement if i can see im getting a bag free in a checkout, then being told over the phone i wont be getting one.

Sale of Goods Act 1979

Under the Act you are entitled to expect that any goods you buy from a trader are:

- of satisfactory quality
- fit for any particular purpose made known to the seller
- AS DESCRIBED (put that in caps on purpose)

Poor advertisement, Poor communications, Poor staff = awful customer service
 
I know you say the company is better off without this particular customer, but I'm not so sure. For the sake of a bag that would cost them very little, they've lost a sale of over £1000! I'm not entirely sure they're better off, factor in potential return custom they've lost... Nah, still not sure...
 
You missed one thing:

Customer from hell
 
Mini said:
At the end of the day i've phoned the company, Spoken to people, That werent bothered that i was going to buy the camera elsewhere, to be told it would be delivered to cambridge, then to be told its going to my UNIVERSITY address, Then to be told theres no bag.

Remember the law, Its classed as false advertisement if i can see im getting a bag free in a checkout, then being told over the phone i wont be getting one.

Sale of Goods Act 1979

Under the Act you are entitled to expect that any goods you buy from a trader are:

- of satisfactory quality
- fit for any particular purpose made known to the seller
- AS DESCRIBED (put that in caps on purpose)

Poor advertisement, Poor communications, Poor staff = awful customer service
Click to expand...

That's the goods, not the services. You'd probably need to be looking into whatever law that forces retailers to sell goods at the advertised price (even if it is a mistake). Also, I've discovered that trading standards are pretty toothless after a bother we had with bathroom fitters who fitted a shower that drains slowly, I'd think twice before going down this road.
 
awp said:
You missed one thing:

Customer from hell
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That's a bit harsh, if something is still advertised on the website surely they should honour it? Tesco have the decency to do so when they've advertised some loo roll for a penny each, why shouldn't WEX for a deal that remains on the website?
 
Mini said:
At the end of the day i've phoned the company, Spoken to people, That werent bothered that i was going to buy the camera elsewhere, to be told it would be delivered to cambridge, then to be told its going to my UNIVERSITY address, Then to be told theres no bag.

Remember the law, Its classed as false advertisement if i can see im getting a bag free in a checkout, then being told over the phone i wont be getting one.

Sale of Goods Act 1979

Under the Act you are entitled to expect that any goods you buy from a trader are:

- of satisfactory quality
- fit for any particular purpose made known to the seller
- AS DESCRIBED (put that in caps on purpose)

Poor advertisement, Poor communications, Poor staff = awful customer service
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Yes, and their site said 4pm deadline, you called at 4.03. Would never stand up in court.
 
Mark Anthony said:
From someone's that's in the past had a 6 month battle with currys regarding a month old dangerously faulty tv to the point of having to involve trading standards.. i pray to god nothing goes wrong with your camera.. i dread to think what your post would be like then!
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I used to work for currys, i dont think i would have bother :)
 
To be fair reading he post I have to side with Mini. Customer service isnot just about deals but communication which there appears to be a lack of on behalf of WEX. If the deal was still on the website it should have been honoured, in terms of the card payment they were right to not accept the payment with a fed registered to another address but did not make his clear during the initial enquiry so it appears to be a communication break down more than anything else.

At the end o the day a company is responsible for ensuring all of its staff are capable of communicating clearly which by the sounds of it did not happen.
 
cambsno said:
Yes, and their site said 4pm deadline, you called at 4.03. Would never stand up in court.
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Their site does not state 4.00, It doesnt state anywhere, Its what i was told on the phone
 
Mini said:
I know what your saying. But having found the deal in the morning, Phoning around and to be told "yes we have it in stock and bag" then to phone at 4.03 to be told deal was ended 3 minutes ago, do you not think they should honour it even though its in my BASKET and i could of gone ahead and bought it and waited till tomorrow for it to arrive at my university address with no bag. You think that is fair?
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I dont think its fair, but dont think its not fair, and certainly not deserving of the post title and rant. By all means buy the camera, it turns up a week later and is a clearly an ex demo one, and they they refuse to refund... then start a post saying awful service.
 
rssmrry said:
That's the goods, not the services. You'd probably need to be looking into whatever law that forces retailers to sell goods at the advertised price (even if it is a mistake). Also, I've discovered that trading standards are pretty toothless after a bother we had with bathroom fitters who fitted a shower that drains slowly, I'd think twice before going down this road.
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there is no such law. If goods are advertised at the wrong price, the retailer can withdraw those goods from sale and then readvertise them at the correct price. The retailer may decide to honour the price as a good will gesture but they are not obliged to.
 
I still think the customer service rep could have done something to sweeten the deal. I work at an opticians and we rely on return custom and word of mouth, and in the days of the internet, WOM is a huge thing (certainly from my stand point as a consumer). We run deals from time to time and yes some people are unlucky and miss out on these deals. But we're able to sort something out for them, even if they aren't saving as much as the deal would've saved them, they're happy and likely to return. We weren't able to beat the price of a certain lens option of a competitor, but we gave them an alternative that cut our margins, but kept them happy and gave them what they wanted.

Anyone working with customers should be aiming to keep the customer happy and ensure return custom, WEX didn't do this which is pretty disappointing.


fabs said:
there is no such law. If goods are advertised at the wrong price, the retailer can withdraw those goods from sale and then readvertise them at the correct price. The retailer may decide to honour the price as a good will gesture but they are not obliged to.
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Good to know, thanks!
 
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Mini said:
I know what your saying. But having found the deal in the morning, Phoning around and to be told "yes we have it in stock and bag" then to phone at 4.03 to be told deal was ended 3 minutes ago, do you not think they should honour it even though its in my BASKET and i could of gone ahead and bought it and waited till tomorrow for it to arrive at my university address with no bag. You think that is fair?
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It's irrelevant anyway, your payment wouldn't have cleared because the bank blocked your card!!

But if a deadline is 16:00...... it doesn't really matter how long you have been 'thinking' about buying it..... 16:03 is too late to 'actually' buy it. :shrug:
 
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