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

rssmrry said:
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).
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An advertised price is merely an "invitation to treat" - in other words an invitation for you, as a customer to make an offer (usually for the advertised price) to buy the item, the seller, however is under no legal obligation to sell it to you.
 
Did the site say that it ended at 4pm? Or was it the person on the phone that explained that? I've just had a quick look at the WE website and they have similar offers on but I can't see any end time noted for the offers.

At the end of the day WE have lost out on a sale here and they have a lost a potential customer who now has a very bad impression of the company. For the sake of the cost price of the bag i'd have thought they would have honoured the deal.

For everyone who defending WE here I think you need to reconsider your standards of what constitutes poor customer service. Mini did get poor information, if the deal ended bang on 1600 then it should be clearly stated on the website. If the deal ended bang on 1600 then it should have been removed from the website bang on 1600.

As for describing mini as the 'customer from hell' and comparing them to people who turn up for flight late and expect to get on, well quite frankly that's ridiculous.

I'm glad to hear you got a good deal in the end and hope that you manage to get lots of good shots with your new camera.
 
I think you'll find that it's common practice that first orders are sent only to the registered address.
To be honest I find no problem from WEX with your attempted purchase.
 
Leslie said:
Did the site say that it ended at 4pm? Or was it the person on the phone that explained that? I've just had a quick look at the WE website and they have similar offers on but I can't see any end time noted for the offers.

At the end of the day WE have lost out on a sale here and they have a lost a potential customer who now has a very bad impression of the company. For the sake of the cost price of the bag i'd have thought they would have honoured the deal.

For everyone who defending WE here I think you need to reconsider your standards of what constitutes poor customer service. Mini did get poor information, if the deal ended bang on 1600 then it should be clearly stated on the website. If the deal ended bang on 1600 then it should have been removed from the website bang on 1600.

As for describing mini as the 'customer from hell' and comparing them to people who turn up for flight late and expect to get on, well quite frankly that's ridiculous.

I'm glad to hear you got a good deal in the end and hope that you manage to get lots of good shots with your new camera.
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Well said, spot on!
 
Leslie said:
Did the site say that it ended at 4pm? Or was it the person on the phone that explained that? I've just had a quick look at the WE website and they have similar offers on but I can't see any end time noted for the offers.

At the end of the day WE have lost out on a sale here and they have a lost a potential customer who now has a very bad impression of the company. For the sake of the cost price of the bag i'd have thought they would have honoured the deal.

For everyone who defending WE here I think you need to reconsider your standards of what constitutes poor customer service. Mini did get poor information, if the deal ended bang on 1600 then it should be clearly stated on the website. If the deal ended bang on 1600 then it should have been removed from the website bang on 1600.

As for describing mini as the 'customer from hell' and comparing them to people who turn up for flight late and expect to get on, well quite frankly that's ridiculous.

I'm glad to hear you got a good deal in the end and hope that you manage to get lots of good shots with your new camera.
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No the site didnt say it would end at 4pm today, It just ended without me knowing and the man over the phone said it ended. i said its only 3 minutes ago and he wasnt having non of it.

Im really not a customer from hell. i dont attend my flights late, nor am i rude over the phone. All i wanted to do was buy a camera and have it delivered, why was it so hard for me to do this.

Anyways im never going to buy from WHE.
 
Price has nothing to do with the sale of goods act if memory serves me correctly (which it probably isn't) I think that the laws you would need to be looking at are the laws of "tort" with particular reference in "invitation to treat" in this case I believe WEX would be more than covered

This info is being dragged from my long forgotten HND in Business Administration and not a legal background so please do not take it as legal fact

Matt
MWHCVT
 
My POV, I think the WEX member of staff could have dealt with this situation with a little more grace and tact. Granted the credit card registered address and delivery address may be a legally binding issue, but the rest of the scenario could have been handled 'better'.

(Apologies in advance for my rather long post)

I ordered a second hand flash unit from a well known London-based Nikon specialist dealer on Saturday morning, and spoke to a fairly new member of staff. I was informed that the unit would be sent out Tuesday morning and should be with me by Wednesday (due to a bank holiday in between), using insured next day delivery.

I rang up on Tuesday afternoon, 4.45pm, to politely enquire as to the status of my order (as I received a reply to an email I had sent 6 days earlier regarding the unit with regards to delivery times and warranty. I receive an 18 month warranty on all second hand goods I purchase from this establishment). Anyway, I am told by the person dealing with deliveries that she has nothing showing in her records with regards to my order!

She informs me that she will call me back asap after speaking the chap I dealt with on Saturday over the phone. Turns out he forgot to put the order through the system as they were busy (bank holiday rush and all that). I say "Hmmmmmm, okay. What next next?!" He instantly informs me that he will put through the order asap (it's now ~5pm Tuesday evening), that he will not charge me for delivery (a 10% reduction in price straight off) and that it will be shipped to me that evening. I couldn't say fairer than that surely?!?!

Next morning at 8.30am, I receive the unit as promised.

What's the moral/point of my wafflings on?! The precise nature in which this member of staff dealt with my situation. He realised that I could have sat here waiting for my flash unit to arrive for the next N number of days whilst twiddling my thumbs, when in fact it had been overlooked at the shop. Even though he had only been employed there for a few days, he made the instant decision to put the customers mind at ease. Fair enough, Mina was 3 minutes past the 'deadline' and technically not eligible for the deal, but the shop assistant could have dealt with it in a more reasonable way as a goodwill gesture more than anything. After all, it's a £1k sale they are about to lose.

My two cents.
 
Mini can you imagne yourself working in shop. And the guy is calling you over the phone, trying to get a deal which finished 5 minutes ago, and he's still saying that the deal is on. Then he's card it's not working and he's asking to deliver to different adress. For gods sake. After the customers like this you would be going home so pi**d off and exausted. I can imagine the guys on WEX... If the deal finished 5 minutes before your call, you didn't thaught that there's a chance of system error or refreshing problems on page? And if the guy or the lady didn't say: "Ecxuse me my magesty, this is our bad and we are giving you the camera for free" you are saying that WEX is awfull service. Wait a sec. Can you imagine how many customers from hell liek you calling per day? And you are now happy with jessops *** you jumped into shop and bla bla bla. Did you tried to get in WEX *** talking eye to eye with a manager, always helps to get a discount or atleast perfect customer service ;)
Happy for your purchase. Also MPB got one for 819 ;)
 
Rocky Shilly said:
Mini can you imagne yourself working in shop. And the guy is calling you over the phone, trying to get a deal which finished 5 minutes ago, and he's still saying that the deal is on. Then he's card it's not working and he's asking to deliver to different adress. For gods sake. After the customers like this you would be going home so pi**d off and exausted.
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I used to work at currys, i had it 24/7 customers shouting scream, wheres my laptop, its been 28 days etc.
Im never rude or aggressive over the phone. I just give in to what the person said.

WEX - we dont have that offer? your 3 mins later
Mini - ok ill buy it at that price
WEX - your card doesnt work?
Mini- ok ill phone bank to sort it
WEX- we cant send to your home address as your card is registered to your uni address
Mini- ok il buy somewhere else.

Not once have i shouted or been rude.:thumbsdown:


Also i would like to say i work for Dyson ( as a demonstrator ) and a customer came instore (john lewis) on a saturday and said we would like to buy the dc24 drawing, The day before the price was £309, its now gone up to £359. Customer immediately says "i came yesterday and it was £309. Customer is correct it WAS £309, now its £359.

I think to myself if i was in that customers shoes i would be annoyed and kicking myself for not getting it the day before. Anyway i said to customer " Yes you are right, The price has gone up since last night 12.00, However you have come back and are willing to buy the product, and i appreciate your frustration, I am going to honour the price as you are a Returning customer.

Customer walks away extremely happy, Customer will return again to buy, I have great satisfaction that ive made someone happy. Even if it means me discounting £50.

Guys this lady came a day later, i was 3 minutes, Yes three minutes exact, and most of you guys are saying "get over it, so what, its too late,"

No disagree, Customer comes first always. Something like this was so small and could of been easily resolved. They could of given me a £6 bag for all i care, but it wasnt the point i still didnt argue. They lost a 1K sale. It doesnt bother me anymore.

Currys are A**, Completely saw my frustration and slapped a brilliant deal which left me smiling the whole time in the shop and out the doors in my car :D
 
Mini, my earlier post was a serious question to you, WHX if you were a fraudulant order and they had shipped to a different address than the registered card address would have been liabel for the money being rtned to the card and also be down the camera itself. Would you be willing to take that risk if you had been in WHX's shoes and it was your risk. I am ignoring the other issue you had, this is just getting you to see the risk to WHX and to be fair after having run a shop that did mail order the way your order went it would have started alarm bells ringing in my mind as to possibly being fraudulent use of a card. Hope this may help you see it from WHX's side of the fence.
 
Davec223 said:
Mini, my earlier post was a serious question to you, WHX if you were a fraudulant order and they had shipped to a different address than the registered card address would have been liabel for the money being rtned to the card and also be down the camera itself. Would you be willing to take that risk if you had been in WHX's shoes and it was your risk. I am ignoring the other issue you had, this is just getting you to see the risk to WHX and to be fair after having run a shop that did mail order the way your order went it would have started alarm bells ringing in my mind as to possibly being fraudulent use of a card. Hope this may help you see it from WHX's side of the fence.
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i know what you mean, but see from my point of view, First im told theres no problem, then im being told my first order has to be sent to my uni address, i even explained my circumstances and he wasnt bothered.
 
Why can't you get over yourself for just one minute?

The people you spoke to at WEX may not have had the authority to overide the problems you presented them with. (Payment card and lateness)
 
Crumbs, I never realised there were so many arrogant people around! I wonder if mini would have made this post if the only issue had been the card declined/unable to deliver to another address?

IMHO, the issue here is the free bag. So what if it was 3 minutes over, it's all about repeat business and them not honouring the deal has cost them repeat business (and it's put me further off buying from them too - they were already a notch or two down my list for something they didn't do for me). That's the bad service - particularly if you look on WEX's site now and the camera is being offered with a free 8G card.....
 
Seems to me the issue is customer service. We are forever being told about the recession and cuts etc. Yet for the sake of a few minutes (That the customer wasn't aware of) they wouldn't do the deal, and lost a sale. Is that good business?

As for the card payment, it sounds like the OP is being told different stories by different sales people, again bad business, maybe a training issue?

The only slight disagreement I have, is why was the OP rushing so much? We all love our photography and cameras, but take time your time, research the deals. There are far worse things that can happen than not getting your camera the next day.
 
I think that they had actually sold out of the things, looking on their site last night the D7000 is listed on backorder, WEX do not have any in stock.

Mini you appear to have got a better deal elsewhere anyway, and there are plenty of camera retailers who would welcome your business.

I have used WEX many times, and had cause to contact them, I must say I have never had a problem with them, however it is all down to which particular member of staff you spoke to, it looks like you got a poor one.

Hope you enjoy your new camera
 
Wex is right to deliver to your registered address as it's your first order especially at that price. If someone used your card then you'd be even more miffed. They have a duty to follow regulations.

However, Wex should have honoured the free bag deal as mentioned as it would have gained them great word of mouth custom.
(I've never ordered from them before as their prices are not as competitive as others.)

You got a great deal from Currys and them price matching (bettering?) an online retailer and throwing in a free book is unheard of. Could this be you used to be an employee and helped in your persuasion? :LOL:
Nevertheless you got a great deal. Enjoy and get snapping!
 
Personally I've found WEX to be ok on box shifting but poor on customer service. After a couple of issues I don't use them anymore.
 
mithrandir said:
However, Wex should have honoured the free bag deal as mentioned as it would have gained them great word of mouth custom.
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I disagree!

Would there be a thread on here at all if the transaction had gone smoothly - NO!

That is why these forums are so unbalanced and it is good to see support for a supplier when a 'complaint' is blown out of all proportion.

As others have said, I doubt the sales assistants have ANY authority to override deals that have expired. And where do you draw the line? "3 mins.... 5 mins.... 7 mins....... oh hang about why don't we make the deadline the deadline"!!
 
chip said:
I disagree!

Would there be a thread on here at all if the transaction had gone smoothly - NO!

That is why these forums are so unbalanced and it is good to see support for a supplier when a 'complaint' is blown out of all proportion.

As others have said, I doubt the sales assistants have ANY authority to override deals that have expired. And where do you draw the line? "3 mins.... 5 mins.... 7 mins....... oh hang about why don't we make the deadline the deadline"!!
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Quoted for the truth.
I can understand Mini's frustration, but WHX have a set procedure that they have to follow, maybe, just maybe someone was going to overlook the card address issue, for it then to be turned into "a mountain out of a mole hill " situation.
As I have said earlier in the thread, different address, card declined, must order today, rush rush, it all does point to a fraudulant use of a credit card, again from the perspective of some one who has worked in the mail order trade and was caught out on a couple of occasions costing several thousands pounds.
 
Davec223 said:
Quoted for the truth.
I can understand Mini's frustration, but WHX have a set procedure that they have to follow, maybe, just maybe someone was going to overlook the card address issue, for it then to be turned into "a mountain out of a mole hill " situation.
As I have said earlier in the thread, different address, card declined, must order today, rush rush, it all does point to a fraudulant use of a credit card, again from the perspective of some one who has worked in the mail order trade and was caught out on a couple of occasions costing several thousands pounds.
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Don't know if they makes a difference but it was my personal debit card, not credit card? :)
 
I think some of you have been very harsh on the OP.

He felt he's had a bad service, so has gone else where.

It's not all about being the cheapest, if you have a good customer service and treat your customers right they will continue to use you.

I pretty much deal with one business with my car now. My first experience was a few £100 spent. I was happy with the way he treated me as a customer, he went the extra mile and was helpful. I've gone on to spend THOUSANDS with that company now.

WEX didn't treat him how he felt he should have, if they'd have honored the deal they might have lost a few quid in a freebie but potentially gained lots of repeat business.

Although a few of you may think thats he's being a bit of a moaning so and so and will continue to use WEX, new people reading this will now think twice!!

Spending that amount of money I'd expect a better service!!

Whats stopping a potential 'credit card thief' purchasing something like a SD card for the first order getting it sent to card and then going back a few hours and ordering what they really want to their address?? I've purchased things off many different sites and never had an issue posting to my work address on my first order.
 
I work in the warehouse directly opposite to WE,
its AWS Appliance Spares, (Hygena, Diplomat and Servis spares) - delete if this is not allowed)
The age of the workers there must average out at 25ish and they never look happy. I have spoken to them online before on an Instant Message type thing and they seem ery pushy for a sale, not very good customer service imo.
 
Hello all,

Another long weekend, another potential Warehouse Express related problem - I love the Talk Photography forum!;)

I have had a good look into this and the circumstances surrounding the issues that have been raised, so hopefully I can shed some light and a bit of a calming influence on what appears to have become a relatively heated exchange!

Ok, dealing with the easiest parts first: the credit card was declined as it had been blocked by the issuing bank. I think we can agree that this was nobody's fault, not even the bankers who deserve as much blame as can be apportioned them.

Secondly, it is a WEX policy to send first time orders to the registered card address. This is the simplest and best way to try and avoid fraudulent use of credit cards. As I understand it, the question had been raised as to whether it was the alternative delivery address that had caused the issue with the bank. The sales agent is was quite correct in saying that this wasn’t the cause of the problem, but perhaps they could have put two and two together and taken the opportunity to explain about our first time order delivery policy. That said, bear in mind that the agent was dealing with a sales call relating to an offer that had just dropped off the site, plus the complications caused by a card payment failure, so we shouldn’t be too harsh on them for having missed this.

However, the main issue is regarding the free bag offer, and here it appears that we have communicated badly, provided incorrect information and, frankly, got it rather wrong.

Here is the information I have now been provided with. Far from the offer “expiring” as such, we had simply run out of the free bags. There is a delay between the stock system recognising this and the website updating to show this, and it appears that the OP called us during this period. The free bag has subsequently been replaced with a free memory card, and I’m told that the period between these offers was only around the 15 minute mark, so the OP was incredibly unlucky in this respect.

However, there’s no excuse or luck involved with how the sales agent handled the problem. Had they referred to a manager or looked into the issue in a little more detail then all this would have been established at the time and an alternative freebie could have been offered. For whatever reason, this didn’t happen and a completely unnecessary but perfectly valid complaint has resulted.

So, to be totally fair to Mini, she has got a valid reason for complaint and, yes, we did handle this badly (although the support from many of you is much appreciated). I can only hope that we’ll get the opportunity to do a better job for her in the future, but on this one Curry’s gain is definitely our loss – and a perfectly avoidable one at that.

I will, however, step away from diplomacy for a moment to address one particular comment. The Warehouse Express staff are a good collection of people who do their very best at all time. Yes, they get things wrong and yes, mistakes aren’t always as rare as we wish they were, but this is the disadvantage of employing human beings, rather than installing highly efficient and error free service androids – we’ve looked into it and at the moment the cost of Artificial Intelligence chips makes it prohibitive.

I see no relevance as to the average age of my colleagues or how “happy” they look as they go into work in the morning. I happen to quite like my job but I’m still a miserable so and so at 8 in the morning as I make my way into the office. They are a collection of imperfect but thoroughly decent people, so let’s leave personal comments about them off the forums, hey? They have a tough enough job as it is.

Now, as I don’t know which one of my colleagues it was that dropped the ball on this occasion, I’m off to beat all of them with a monopod as punishment. Carbon Fibre of course – all of the thwack of an aluminium monopod but easier on the wrist…

Ben
 
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Hi Ben, the new camera I ordered on Monday arrived today, as promised when I ordered via your website.

I suppose it helped that I used a card that had not been blocked by the bank and I was having the purchase sent to the cards registered address......:)


Oh, reminds me, nobody can look any grumpier than me in the morning and I really so no relevance in the post above yours relating to your staff.

Your diplomacy is to be applauded.
 
I've spent almost 2k with warehouse express in the last 2 months and 99% of the orders have been brilliant from start to finish. And the 1% that's been knocked off is only because parcel farce couldn't be bothered to deliver my most recent order today :(

I'd like to see more of a choice in the delivery courier as the high cost stuff i ordered came via business post or dhl and they never failed.......but i have 200 quids worth of grids and snoots sat in a sorting office because royal fail parcel farce are useless.

You'll probably outgrow the bag pretty rapidly anyway ;)
 
Got to say I've spent a lot of money with WEX over the last 5 years and I have received consistently good service. I have no association with WEX other than as a satisfied customer.
 
Sony_SoFar said:
I work in the warehouse directly opposite to WE,
its AWS Appliance Spares, (Hygena, Diplomat and Servis spares) - delete if this is not allowed)
The age of the workers there must average out at 25ish and they never look happy. I have spoken to them online before on an Instant Message type thing and they seem ery pushy for a sale, not very good customer service imo.
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How totally out of order - and totally irrelevant to the thread. How would you like it if someone posted about the miserable slags at AWS?

Spamming our way to classifieds access, are we?
 
I've only had one one purchase from WE and but it went through and arrived without a hitch! Wouldn't hesitate using them again in the future, especially if an employee like Ben (above) can take the time and effort to investigate issues and give a fairly balanced and honest response right back here in the forum.

Although I feel a tad sorry for the OP, +1 for WE for coming out and responding in here.
 
Sometimes complaints can be good for business!!! The response from Ben has been excellent and will people the reassurance that if anything does go wrong they will try to sort it.
 
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