Warning: Warehouse Express on Ebay

Gel

Gel

Messages
388
Name
Chris
Edit My Images
No
Just had to write this letter to the management, personally I wouldn't touch them with a bargepole now.

Hi,
Could you please attend to this or forward to someone who can.

I’m not a complainer or serial moaner.... far from it but what I’ve experienced is really too far gone to just wait and let things sort themselves out.

In November, I purchased from Warehouse Express’s ebay division and Bowens Unilite – Item number 230543929292 – My user Id is Thanks_chris!

It arrived in good time, but the bulb was smashed to smithereens.
I contacted the person responsible through ebays email system and sure enough they sent me a replacement bulb...the wrong one.
So I contacted them again for the right one...nothing arrived.

Then I phoned Warehouse Express who passed a message over and I was responded to with an ‘I thought it was sent’...at this point we were now in January and I’d sourced another continuous lighting solution elsewhere and asked for a refund. Which was agreed to.

The package, including the incorrect replacement bulb was collected by courier, a courier arranged by your ebay division in January yet still no refund.
I then emailed the same person responsible, via the ebay system last week and no reply.

So here I am, writing a complaint letter.

Personally I just want the refund, I don’t want the idiot in charge of your ebay accounts to phone me as anything he says cannot be believed or trusted and I could well fire off at him.

Quite frankly, I’m ****ed at the whole thing. I have a puppy, I opened the package and shards of glass fell everywhere, right in front of him.
Then I had a useless piece of crap laying around my house for two months waiting for a bulb to turn up which never did and now my refund has not been put through.

Let’s not overlook the time I’ve spent emailing you, your representative and thinking about the whole damn thing in total.

My Paypal address for the refund is the same as the email address used to send this. As it’s too late to technically refund my Paypal payment please ensure that you allow for any fees I may incur and increase the amount accordingly.

I really don’t want to have insult added to injury.
 
Not the best written complaint letter / email is it?

If what you say is true, the service could be improved, however an email / letter like that is unlikely to get a favourable response.
 
I am sorry you have had such a bad experience with Warehouse Express.

I have to say though if you had communicated with me in the same rude manner as expressed in your post then I to would be inclined to deal with your matter as slowly as a snail in a coma
 
This has been going on since the beginning of November.

I've been perfectly polite all through this yet nobody is paying any attention.

After two months you can't leave feedback on ebay, I can't raise a dispute with Paypal, nothing.

So I've had to put more pressure in the emails, it's not like I've been impatient.
 
Last edited:
Warehouse Express have a rep on this forum, I have pointed them toward this thread.
 
"Strongly worded" is fine and appropriate.

Quite frankly, I’m ****ed at the whole thing
Click to expand...
Then I had a useless piece of crap laying around my house
Click to expand...
I don’t want the idiot in charge of your eBay accounts to phone me
Click to expand...

Using language and terminology like that in a complaint letter just comes across as immature and really won't help your cause I'm afraid. :(
 
best way is a polite email or letter, explaining your dissatisfaction and reasons why and then listing concisely all the attempts you have made to contact, keeping it concise factual and to the point.... promises made but not upheld etc, and then give them a stated reasonable time to respond.
 
I've had this issue in the back of my mind for months and I'm fed up.

When I do my job I do it properly. I tie up loose ends and make sure things get done.
I sold on ebay myself for a few years, in quantity, and I also managed to stay on top of things.

Even if things went wrong I got it sorted. It's all too easy to forget about things outstanding and just daydream them away...which is what the case is here.

I don't see why I should suffer and making a bit of noise might get myself heard, I mean it's email, wait a week etc and even now I'm starting to forget about it!

The online store themselves are fab - but I'll never buy anything from Warehouse Express on ebay again and I will always recommend others not to either.
 
Last edited:
Heck, you can't make this up:

'Sorry, we were unable to deliver your message to the following address.

<l.flynn@warehouseexpress.com>:
Remote host said: 550 5.1.1 User unknown [RCPT_TO]'

The address given to me, and spelt phonetically by customer services!
 
Last edited:
Jut ran that email address through a validator and it doesn't exist and as such was rejected.

Which is why you got the message you did
 
Don't be too hard on Gel - by the sounds of it he has every reason to be fed up with us.

Leave it with me, Gel - I'll see if I can&#8217;t administer an appropriate boot in the relevant derrière and see if I can get this sorted.

Ben
 
Ben at WEX said:
Don't be too hard on Gel - by the sounds of it he has every reason to be fed up with us.

Leave it with me, Gel - I'll see if I can’t administer an appropriate boot in the relevant derrière and see if I can get this sorted.

Ben
Click to expand...


(y)
 
Keith W said:
Jut ran that email address through a validator and it doesn't exist and as such was rejected.

Which is why you got the message you did
Click to expand...

I know that much, Warehouse Express gave me a dead email address :bang:

I stick by my original email. If you are paid to do a job and don't do it. They're an idiot. If they promise to do something and don't on numerous occassions they're a liar.

If any of you guys didn't get paid one month because of an admin error how much stalling would you accept?
 
Refund via Pay Pal should be with you in the next half hour. Any issues, I'll be right back here.
 
Cool, I'll confirm it when it's through.

I hate having to scream from the rafters to get simple things addressed.

I appreciate your help Ben.
 
Hi Gel,

I'm told the refund has been completed. Perhaps you could check and confirm!

Ben
 
Thanks Ben, it's through.

It's good to know there's people out there that can still sort things out.
 
Gel said:
Thanks Ben, it's through.

It's good to know there's people out there that can still sort things out.
Click to expand...

I'm sure Ben will sort it for you, as always the other guy's there are all helpful and polite.;)
 
This is the thing.

Warehouse Express have always been spot on. But the ebay store AAAARGH!
 
TTK said:
I'm sure Ben will sort it for you, as always the other guy's there are all helpful and polite.;)
Click to expand...

?? hasnt he sorted it already?
 
even im not stupid enough to word a letter like that
 
Two points of note here:

1. Treat people like idiots and inevitably they will behave like one - your irritation and frustration are understandable.

2. Not all people are idiots - humble pie can be difficult to swallow. Great band though :D Well done Ben at WEX
 
It's all been sorted now - to be fair I think Gel was well within his rights to forgo the social niceties in favour of expressing his thoughts in slightly more colourful language - we had let him down.

Anyway, onwards and upwards and all that...
 
however,

if Warehouse express had not been splattered all over TP again in a less favourable light, and had you not been called upon Ben, do you realistically think anyone would have taken any remedial action at receiving such an email?
 
Yes, I think they would of.

The first sentance read:

'Could you please attend to this or forward to someone who can.'

The complaint was against the ebay store, not the email recipient it was sent to. I was advised the address given for the email would go to the complaints dept.

With any transaction should a problem arise theres the polite approach, a hard line and then you go to court over it.
Unfortunately sometimes you have to scream and shout to get noticed. The ebay store had my money, I couldn't log into their Paypal and take it back and they were ignoring me.

So I had to make more noise.

When I was phoning Warehouse Express a lot of the time I was told the ebay side wasn't anything to do with them, yet the ebay store says otherwise.

I would of taken things further without a response and also made a lot of noise about it too in doing so. I was being ignored at a professional level and that's not on. There seems to be this general shrugging of shoulders when there's a problem in this country. Like we've lost any identity or sense of worth.

No business should be allowed to succeed or be put on a pedestal if it ignores it's customers, end of. I work exceptionally hard in a competetive market to earn enough money to pay the bills and put ever more expensive fuel in my car to visit ever more picky clients (who have a mate who's into photography).

In these austere times, when I work so hard, the thought of someone swanning around with £100 of my income ignoring me is incredibly frustrating.
 
Last edited:
Hi Lynton,

To answer your question - yes, absolutely. Despite the occasional evidence to the contrary, Warehouse Express is staffed and run by a generally efficient, effective and customer focussed group of people. Yes, we have made mistakes in the past and unfortunately we are likely to do so again in the future - any company that deals with the number of people that we do is unlikely to get it right 100% of the time, although naturally that is what we aim for. On the flip side, the What Digital Camera/Amateur Photographer Good Service Gold Award, the Practical Photography/Digital Photo Specialist Retailer of the year 2010 Award and the Practical Photography/Digital Photo Online Retailer of the Year Award for the past 9 years (all of which are voted for by the public) suggest we&#8217;re getting it right in most cases.

However, when we get it wrong we will hold our hands up and try to put it right as quickly as possible. Sometimes that process involves me, on other occasions any issues will be solved quickly and simply by one of my colleagues and I will have no knowledge of it whatsoever.

In this particular instance it was a problem involving our Ebay outlet. Although it is a tiny part of our business, it bears the Warehouse Express name and therefore reflects on Warehouse Express as a whole (as it should). Unfortunately, one small step was overlooked in the process which had a snowball effect and led to multiple problems which have now been resolved. Had I not dealt with it after my attention was brought to the post, I&#8217;ve no doubt that my colleague would have done so on receipt of the email.

Can I promise that we won&#8217;t make the same mistake again? No &#8211; unfortunately these things can and do happen in all businesses. Can I promise that we will investigate this incident and our processes and look to monitor and measure them in such a way as to avoid any such errors in the future? Absolutely. A 100% success rate may be almost impossible but it&#8217;s what we&#8217;re all striving for.

Ben
 
Gel said:
Yes, I think they would of.

The first sentance read:

'Could you please attend to this or forward to someone who can.'

The complaint was against the ebay store, not the email recipient it was sent to. I was advised the address given for the email would go to the complaints dept.

With any transaction should a problem arise theres the polite approach, a hard line and then you go to court over it.
Unfortunately sometimes you have to scream and shout to get noticed. The ebay store had my money, I couldn't log into their Paypal and take it back and they were ignoring me.

So I had to make more noise.

When I was phoning Warehouse Express a lot of the time I was told the ebay side wasn't anything to do with them, yet the ebay store says otherwise.

I would of taken things further without a response and also made a lot of noise about it too in doing so. I was being ignored at a professional level and that's not on. There seems to be this general shrugging of shoulders when there's a problem in this country. Like we've lost any identity or sense of worth.

No business should be allowed to succeed or be put on a pedestal if it ignores it's customers, end of. I work exceptionally hard in a competetive market to earn enough money to pay the bills and put ever more expensive fuel in my car to visit ever more picky clients (who have a mate who's into photography).

In these austere times, when I work so hard, the thought of someone swanning around with £100 of my income ignoring me is incredibly frustrating.
Click to expand...

Agreed. There is all too often an air of apathy in this country when it comes to service - and I don't mean just in the retail sector.

We shouldn't have to resort to abusive letters, or indeed abuse generally, to achieve what we certainly deserve as a paying customer.

On the flip-side some seem to think that it is the only way to get what they want.

Happy mediums are often hard to get:shake: In this instance fair play to Ben
 
Last edited:
Ben at WEX said:
Hi Lynton,

To answer your question - yes, absolutely. Despite the occasional evidence to the contrary, Warehouse Express is staffed and run by a generally efficient, effective and customer focussed group of people. Yes, we have made mistakes in the past and unfortunately we are likely to do so again in the future - any company that deals with the number of people that we do is unlikely to get it right 100% of the time, although naturally that is what we aim for. On the flip side, the What Digital Camera/Amateur Photographer Good Service Gold Award, the Practical Photography/Digital Photo Specialist Retailer of the year 2010 Award and the Practical Photography/Digital Photo Online Retailer of the Year Award for the past 9 years (all of which are voted for by the public) suggest we’re getting it right in most cases.

However, when we get it wrong we will hold our hands up and try to put it right as quickly as possible. Sometimes that process involves me, on other occasions any issues will be solved quickly and simply by one of my colleagues and I will have no knowledge of it whatsoever.

In this particular instance it was a problem involving our Ebay outlet. Although it is a tiny part of our business, it bears the Warehouse Express name and therefore reflects on Warehouse Express as a whole (as it should). Unfortunately, one small step was overlooked in the process which had a snowball effect and led to multiple problems which have now been resolved. Had I not dealt with it after my attention was brought to the post, I’ve no doubt that my colleague would have done so on receipt of the email.

Can I promise that we won’t make the same mistake again? No – unfortunately these things can and do happen in all businesses. Can I promise that we will investigate this incident and our processes and look to monitor and measure them in such a way as to avoid any such errors in the future? Absolutely. A 100% success rate may be almost impossible but it’s what we’re all striving for.

Ben
Click to expand...

:clap::clap:
 
Ben @ Wex - superb example of customer service. Well done. I've got my first order for a Big Stopper on with you guys at the moment and its great to see your professionalism and acknowledgment of that customer service issue.

Now I don't think that letter is strong enough. He has been waiting since November???

I was gonna post the emails I sent to Camerabox after their 3-week saga in November. I'm glad I didn't now - you would have been cowering under your comfort blankets at the language. Now I went down the polite approach, giving them the benefit of the doubt until the third week - only after I started ramping up the language were the goods delivered. Customer is King and they have since lost out on my £3k spend due to the crap service and bull...end of.
 
Last edited:
You must log in or register to reply here.
Back
Top