Scammed or just bad customer service?

Scammed?

This post has been modified. I have received a refund from Bevs' signs and the promise of a replacement banner, so it appears that they are not internet scammers.

I did however receive very bad customer service from the company:

The company in question - Bevs' Signs - is a printing company based in Bourne, Lincolnshire.

I ordered a retractable display banner from Bevs' Signs on the understanding that it would be delivered by a certain date in time for an exhibition. The turnaround time was quite short and so I was happy to pay more, which I did on my credit card.

The banner did not arrive on the specified day. I have not seen either the banner or a refund from the company almost three weeks after it was ordered.

DELIVERY PROBLEMS
I spent most of the day calling, emailing and texting the company to find out the whereabouts of the banner. I did not receive a reply until the evening. The owner told me that the banner had been dispatched on DHLs' overnight service, gave me a delivery reference number and assured me that he would speak to DHL personally.

I did not hear back from the owner. I called DHL who informed me that they did not recognise the delivery reference number.

COMMUNICATION PROBLEMS
I spent the next few days trying to contact Bevs' signs on their several contact numbers, the owners' mobile and via email. When I managed to get through, the owner told me that he was surprised that the banner had not arrived. He then admitted that it was not DHL that he had shipped the banner on but either Parcel Force or Royal Mail (he couldn't remember which). He said he would chase it up. I called both courier companes who said they had no record of the banner being dispatched.

I did not hear from the owner for another few days.

BAD CUSTOMER SERVICE
I had paid money to the company but had not received the product. I managed to contact the company over a week after the stated delivery date. The owner advised that I would receive a full refund, plus the banner (when it arrived) and compensation for the poor customer service. Neither were forthcoming at this stage.

I only received a refund after having contacted Consumer Direct (who are the first port of call in these cases before Trading Standards, who suggested I send a letter to the company stating my case, and give Bevs' Signs a week to make restitution before taking further action.

Have I received a refund? Yes. Did I receive good customer service? No. Why did it take the threat of trading standards / legal action to prompt this company to refund me? This could have been avoided if the company had done what they said they were going to - ie. provided the product when they said they would.

paulofessex

Their website looks genuine to me, although l don't mean to be judgemental, the website is a free Microsoft office site they may just be good at saving costs and making use of one of their teams website development skills. It does look like a small business who is trying to make an impression they are bigger than they are.

I feel you have just been unlucky on this occassion. Please don't take offence at this, l do feel you need to research a little more regarding consumer rights etc as contacting the police is not the thing to do, no offences have been committed at this time.

I do hope you get the outcome you looking for soon

trumpton

You need to do as Consumer Direct say and write a polite but formal letter to them, send it registered post, give them 7 days to reply.

In the meantime get on to your credit card company about a chargeback. To me it sounds more like poor customer service - they didn't make the sign in time - and fobbing off, rather than a scam.

If it was a large amount you could pursue it through the small claims court, but a cc chargeback is probably your easiest option. Please keep us updated.

Scammed?

It appears that Bevs' Signs are not internet scammers, as I have received a refund. My experience of their business however, is very poor. The owners' most recent email to me actually states:

"...you are a needle in a haystack..."

I will update if and when I receive the replacement banner.

knightstyle

We had a couple of banners and a pop up thingy made by these people,
https://www.subwayexhibitions.com/ very pleased and quick delivery.

trumpton

Thanks for updating the thread, Scammed?. You got your money back which is the main thing.