Warehouse Express

treeman

treeman

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Mark
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Should I expect better service than this?

I ordered a Westcott soft box last Thursday, it duly arrived the next day, didn't open till Saturday and then realised it was damaged (velcro coming away and rip in fabric). No big deal, I don't expect them to open the manufacturers box and check every item before they send it out, these things happen.

So Monday I phone and arrange to return the box and get a replacement sent out. My damaged box arrives back to them at 10.25 am on Tuesday.
Now at this point I'd have thought they'd get straight onto it, see the damage, and send out a replacement straight away, same day. No they didn't do that, nor have they done it today either. I phoned and they said it takes 48hrs to get around to sorting damaged returns! if they're getting that many returns, something must be seriously wrong!

Am I being impatient?

The only other time I had to return something was from Robert White, they didn't even wait to see the item, they simply sent out a replacement the moment I phoned!
 
I agree 48 hours does seem a bit excessive.

I am surprised though as I bought a spider holster and it was missing an extra stud which I had ordered and they could not be more helpful and sent it out straight away
 
I have to say, I've placed quite a few orders with warehouse express over the past 4years or so and I've never had a spot of bother. That being said, I've never really ordered anything that comes with parts, per se, that are likely to be missing or broken in transit.

What I did think though, was that January must be a nightmare time for companies having to deal with extra returns on top of what would be, in your case for example, run of the mill returns. Not saying it's the cause or excuse for it, but it was just my initial thought.
 
treeman said:
Am I being impatient?
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Yes and No.

My guess is, such a large distributor must have quite a number of returns every day and a procedure for booking consignments back in before someone else opens and inspects the item (making sure the customer has returned ALL the parts) whose boss has to approve it is faulty before raising yet more paperwork to request a replacement from stock which has to be packed and despatched to the impatient customer. :D

I understand your frustration, but if you phoned them Monday and got a sameday collection, that was pretty efficient. I too, would be disappointed if the replacement hadn't been despatched today though :(
 
I've ordered from them 3 times. And they cocked up twice.

Last time they charged me for, and sent me, 2 x 6x7 hilites complete with trains when I only ordered the one, then refused to refund the second one until I'd taken a day off work to allow it to get picked up mid week, allowed 48 hours for it to be checked, then 5 working days for the refund to process. Almost £300 over charged. Joke.

I found this funny seeing as I'd only authorised one payment and it wasn't my fault at all. Strange thing is, the 2 hilites didn't go VIA the same transaction, the second one was charged to my card 3 days after the first transaction went through...when I questioned it, apparently they don't keep card details. I kicked up a big stink but got nowhere, I wasn't compensated for my hassle, and I will not be using them again.
 
Another bad post for wex not good think these boys better put some work in and stop this before they get a bad rep or fix the one they seam to be getting ..
 
New replacement just arrived. So that's 7 days from initial delivery to get replacement, and this was only because I chased them yesterday to send it out so I had it today.
I do buy a fair bits and bobs from them and I've never had an issue, but then again I've never had to return anything for replacement before.
 
7 days from initial delivery to replacement doesn't seem too bad to me, taking into account transit times etc.
 
chad said:
Another bad post for wex not good think these boys better put some work in and stop this before they get a bad rep or fix the one they seam to be getting ..
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The trouble with forums is that the disgruntled customers post their experiences, but the satisfied customers rarely post about theirs.

I am not saying WEX are without some problems, but I think if WEX were to publish (unlikely, I know) the number of transactions they handle daily, along with stats on percentage of returns due to faulty goods, I suspect you will find the latter a pretty small %.
 
treeman said:
New replacement just arrived. So that's 7 days from initial delivery to get replacement
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To be fair, they were only made aware of the problem on Monday, collected sameday, received for inspection Tuesday, despatched replacement Thurs for delivery Friday.

Whilst it doesn't make the problem with original delivery any less frustrating, (which was a manufacturers fault rather than WEX), it doesn't seem too bad a service to me.
 
Chris of course it could have been a lot worse. I just felt if it were my business, I'd want to get damaged returns sorted as a matter of priority.
They only posted back when they did, because I hassled them, it wasn't due to be posted till Friday, which meant I wouldn't have got it till next Monday.
I'd still use them, just not if what I needed was urgent, as I now know it takes a while to get a return sorted in case of a problem. :)
 
I think 7 days is fairly reasonable although when I returned something for refund it was turned around much quicker. I think within 24 hours I got an emailing saying money was being refunded. That was probably March last year.

I've been really happy with WEX overall.
 
I have never had an issue with WEX always found them very good to deal with, it is correct that the fault of the Internet is that for every person that can be bothered to post about a great experience there will be a hundred that post a moaning experience

I really like there chat function proved very good when I was making my initial camera purchase along with tripod etc they advised me on different items plus I gave them my budget for certain items and they didn't just go for the most expensive option

I would have no issue in recommending them and have in the past

Matt
MWHCVT
 
chip said:
The trouble with forums is that the disgruntled customers post their experiences, but the satisfied customers rarely post about theirs.

I am not saying WEX are without some problems, but I think if WEX were to publish (unlikely, I know) the number of transactions they handle daily, along with stats on percentage of returns due to faulty goods, I suspect you will find the latter a pretty small %.
Click to expand...
If it's that small, there's absolutely no reason not to get them turned around immediately.

You're correct - very few happy customers post about their experiences, because that's what you expect.

A company should not be reviewed on what happens in a normal transaction. It's how they handle problems that really count :thumbs:
 
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