Praise - Shopdirect / Vent - HDNL

Babiesmummy_2

I ordered a patio set from Additions Direct in August reduced from £499 to £249.mPlaced the inital order and it didn't go through as there was a problem on account. Rang them and eventually account was sorted and I placed another order whilst on the phone to them, agent couldn't then locate this order so placed another assuring me I wouldn't have duplicate orders. (3orders)

Received a call from HDNL to arrange delivery advised there may be a duplicate order, was advised she could only see this particular order. Received another call later that day to arrange delivery advised again about a duplicate order and advised I had previously arranged delivery of this item earlier in the day so to return this order. Waited in for delivery 2 days later and it never arrived, I called HDNL then on a daily basis for approx 10days to be told I would get a call to re-arrange delivery, wouldn't put me through to a manager got various delivery dates and waited in on 3 occasions for the non existant delivery.

Eventually rang Additions direct to be told that non of the orders had gone through and couldn't re-order as now out of stock. Spoke to a supervisor who told me to pick an alternative item and maybe could negotiate a discount. Couldn't find anything else that suited so didn't bother.

Checked Additions the next day and the item was instock again at the sale price so re-ordered. Received a letter after about 14days to advise out of stock and were getting no more from supplier. (4th order)

Checked again Additions and it was in stock at the full cost of £499.

I decided to write an email to the CEO advising of the poor service from HDNL and I got a call from Xxxxxxx from the execs office to say they were looking into the issues I had.

Received another call a couple of days later to advise she would re-order the item and honour the sale price. RESULT ! (5th order)

Received a call from HDNL to arrange delivery, a box turned up and I said to the driver is this the complete set "yes" he replied "it is all there". Didn't check it as was going away for a few days.

Received a call from HDNL after about 5days to arrange delivery, advised I had taken delivery the previous week. It then dorned on me that I might not have received it all. Checked and I had box 2 of 2 and was still awaiting box 1 of 2.

Rang HDNL the following morning to advise and was told delivery was still planned for the following day.

Waited in again, no delivery. Rang HDNL again and they have a new system and couldn't put the delivery on the system and was going down as a special. Delivery was re-arranged waited in again and no delivery, got a call from a HDNL manager this time to apologise.

E-mailed my contact at Additions again, and she was very embarrased that the delivery had failed again. Later that day received a call from HDNL manager to let me know they had lost the item and another order was being placed by Additions.(6th order)

Yesterday I took full delivery again of my patio set 6 chairs and a table. Today I received a call from my contact at Additions to check I had received it all. She offered me the set at £125 (half the sale price) and told me I could keep the additional chairs I received in my partial delivery a few weeks ago. RESULT!! and once the incident has been fully investigated I will be receiving a letter of apology from the CEO.

I know there is alot of negativity surrounding the Shopdirect Group, but I have to say I am very happy with the eventual outcome. As far as HDNL go I have had many deliveries from them over the years with no problems, but they have recently introduced a new system and there seems to be many teething problems and I think I got caught up in that.

Helix

You do realise that Shopdirect and HDNL are owned by the same people? They HDNL used to be part of Shopdirect group and then it was split from it but still owned by Sir David and Sir Frederick Barclay