Really cheap food...however

Greatgimp

wookie wrote: »

Yawn yawn yawn ! I am so bored with all the moaning.

Yes! And people are bored with not getting what is asked for. The nuts and bolts of this is that there is a company out there that is not fulfilling its obligations. For WHATEVER the circumstances if you cannot supply, you shouldn't offer.

Mrembo

sellercheckuk wrote: »

Is that a 'new' thing?
My order was placed on 17th January and I have NOT (yet) been "notified by email" of anything being out of stock and have NOT (yet) been "refunded".

No this isn't new go through all the 1600 posts and you may find something similar.

hallnaomiuk

sellercheckuk wrote: »

"There is nothing wrong with the customer communication" ? OK, apart from...
a) The information given being inaccurate ("shipped within the next couple of days")
b) The 'promised' phone call being non-existent.

"If you don't like the way they communicate may I suggest you buy your cheaper goods elsewhere." - I have paid for goods that have not been supplied.
I am prepared to wait for delivery, but I want to be told the correct information (what is out of stock, what alternatives are available and what the longest time I can expect to wait is) in a reasonable time from when my payment was taken. That is 2 weeks ago.

"all he has to do is to ship the goods to you" - I agree, but he should do that in a 'reasonable' time after taking payment, or make a full refund, without being asked to do so.

"He does not need to tell you when the goods are coming.You can find that for yourself" - I agree, he does not 'have' to do anything, but as a customer I think he 'should'.
I cannot 'find out' for myself when the goods are coming UNLESS and UNTIL I am sent the notification by DHL and that will not be sent UNLESS and UNTIL 'Dan' makes the goods available to be shipped.

My point is that while I DO understand the situation and am NOT desperate to receive delivery, my SUGGESTION to Dan (Approved Foods) is that to achieve customer satisfaction, which will be to the benefit of his business, he needs to focus on proactive communication with his customers.
It's an internet / online (web site) purchase, with email confirmation, so the follow up communication should be by the same method.

Not keeping the customers informed and having more people to pack non-existent goods does not help the situation.

i think you have raised perfectly valued points - makes sense to me, and i do agree with alot of what you have said.

AF customer service does not seem as good as it was, hense people now feeling let down.

sellercheckuk

Mrembo wrote: »

No this isn't new go through all the 1600 posts and you may find something similar.

My question "Is that a 'new' thing?" was in reply to your statement "If any item is out of stock you will be notified by email and refunded ."
( http://forums.moneysavingexpert.com/showpost.html?p=18271733&postcount=1584 )

So, if it's not a 'new' (since my order date of 17th January) thing to be notified by email if any item is out of stock and be refunded, perhaps you can understand why I asked when I have not (yet) had ANY of the following:
- Notification of despatch
- A phone call
- An email notification of 'out of stock'
- A refund

but have had an email reply (on 26th January) to my request for an update that said "despatch in the next couple of days"?

hallnaomiuk

dont worry i am waiting from my order from the 20th jan which is 3days after yours - and have heard nothing yet at all - so you are not alone.

Mrembo

If you want good customer service shop in waitrose.They provide the best service in retail.

I think you are desperate for the goods. If you are not happy Phone Dan and cancel your order.

I don't think as I have said previously Dan can read all the posts here since he is busy so sellercheckuk your suggestions or criticism serve no purpose.

I am afraid Dan does not need to improve his customer satisfaction there are thousands of happy customers already who have ordered more than once.One or two disappointed customers won't make a difference to the already successful business.

May I suggest your vent disappointment in the vent board.By the way why do you have only 8 posts and have been a member since 2005?

sellercheckuk

hallnaomiuk wrote: »

dont worry i am waiting from my order from the 20th jan which is 3days after yours - and have heard nothing yet at all - so you are not alone.

I am not at all 'worried'.
I knew score when I placed my order, am not starving or in particular need for any of the items or a refund and am a realist who's prepared to take a chance.

What I do enjoy is playing 'Devil's advocate', especially when some people are apparently only able or prepared to see the discussion from one point of view.

Porky

Mrembo wrote: »

I don't think as I have said previously Dan can read all the posts here since he is busy so sellercheckuk your suggestions or criticism serve no purpose.

He would be better off delegating. Handle the PR stuff himself and delegate. Any complaints/suggestions/orders/chasing up should be done by a lesser mortal.

sellercheckuk

Mrembo wrote: »

.By the way why do you have only 8 posts and have been a member since 2005?

Maybe I have been selective and not posted 'for the sake of it'.
Quality versus quantity, eh?

Mrembo

sellercheckuk wrote: »

My question "Is that a 'new' thing?" was in reply to your statement "If any item is out of stock you will be notified by email and refunded ."
( http://forums.moneysavingexpert.com/showpost.html?p=18271733&postcount=1584 )

So, if it's not a 'new' (since my order date of 17th January) thing to be notified by email if any item is out of stock and be refunded, perhaps you can understand why I asked when I have not (yet) had ANY of the following:
- Notification of despatch
- A phone call
- An email notification of 'out of stock'
- A refund

but have had an email reply (on 26th January) to my request for an update that said "despatch in the next couple of days"?

Give Dan a call if you are tired of waiting.You can track the status of your order on your goggle account.