The Norfolk hamper company thread

sammcg

Here is my email to him again :-

Dear Neil

I wish a full refund for the above order,.. I am disgusted by the
service received, not replying to my emails and the phone being
constantly engaged. i ordered in good faith.

not happy at all, I only found all this out via twitter/facebook and
moneymatters.com website/bbc norfolk.

---

Forwarded message

---

From: [URL="mhtml:{0C82706C-7DE8-4352-82BD-253C8BA4B63E}mid://00000012/!x-usc:mailto:sales@thenorfolkhampercompany.co.uk"]sales@thenorfolkhampercompany.co.uk[/URL]
Date: Wed, 12 Dec 2012 07:33:32 -0000
Subject: Your Order at The Norfolk Hamper Company Ltd
To:
Dear David,

Thank you for choosing The Norfolk Hamper Company Ltd. We want to let
you know that your order has been received and will be processed as
soon as possible.

Your Order Number is: ****
Your Order Details...


His Reply : -

Hello
I have just tracked your order and it was signed for on the 27th dec,so i find your remarks uncalled for and an apology would not go amiss.
Neil


!!!!!!!!!

Now hamper wasn't going to me.. but the point was it was for christmas and the grandparents are 96 ..

ohmochraich

I cringed when I read that article......it is unfortunate that people responded to a void of communication and sometimes misinformation and mistruths with understandable frustration. Some people may have vented personal feelings, but it will continue to rankle people and prevent building of bridges and fostering confidence in the company, if Neil continues to play the victim card. He DOES at some point have to hold his hands up and say.......yes we had supply problems, yes we underestimated demand and the timescales required but we aim to put it all right and hope to foster renewed trust/ confidence in our company based on our actions NOW! Which includes holding our hands up (as the merchant) for underestimating timescales and demand.

Yes it has all become a bit messy and a bit personal (unfortunate but understandable) and yes it is not nice to see yourself being slated on a forum but until Neil accepts that he DOES have some responsibility for this mess.......people will continue to be disinclined to cut the company any slack.

On a happier note.....I finally got part of my order today! I will post a link to piccys in a mo.

Daffy22

deannatrois wrote: »

I had a reply a couple of days ago saying he would be making refunds. It wasn't a circular.

As soon as I read of the first refund into the posters bank account, I emailed Neil again and copied the order confirmation, gave him the paypal transaction ID.., and my bank details (ncluding bank name).

He said he would refund me when the banks opened. I did point out that most transactions can be done online. I suppose he could be unfamiliar with that. As some people are getting refunds, I am a bit more happy to see what happens than I was yesterday.

He is emailing. He doesn't like people using the email on his paypal transactions.., use the sales@norfolkhampers etc address. He is responding to them now. Perhaps the situation can be sorted out.

If this is done, I feel like going up there and saying let me stay somewhere for a couple of weeks and sort out some systems so it never happens again.

People should not be giving their sort codes and account numbers out! He has installed that card save system onto the website which does virtual payments on cards (sales and refunds) a card number expiry date and start date is all that is required to refund your money back.

princessmoneysaver

jenster wrote: »

oh purleees its a bit rich to say
give the bloke a chance im sure your all get your refunds
coming from people who have already got there hampers albeit only some of them in some cases

I posted Earlier in the Day HAD he held his hands up HAD he said Sorry for what ever reason this aint gonna happen before Xmas HAD he not gone about telling us all the police and trading standards were already involved (an untruth at that point) and monitoring us all . so basically telling if you stop bothering me and your get your hampers in my case by the 5th then the 7th then the 14th then the 19th all of which were untruths hoping id say good old Neil hes trying his best cause mate im being total unreasonable aint I for even asking
BUT HE DIDNT he buried his head in the sand and starting his campaign on his customers via twitter but he didn't realize the wave that was coming towards him

He could have sort this out not to everyone satisfaction but to the vast majority Just by being HONEST and offing the refunds earlier and then trying to claw back some credibility by say offering, a discount on the next order
and Still he blames his paying customers some of which paid like me in AUGUST for even bothering him

well i like many on here do think its a big deal and until paid back in full then that's how i will be viewing it

Do you realise how nasty you are coming across? Given my problems with UKMail I can probably hazard a guess at where many of the 'missing' hampers are!! Why should he offer refunds for orders already sent out? For all he knows they were sent in good faith via courier, now he can take it up with them which were actually deliered & act accordingly.

I ordered something from another company online - 4 weeks later I was still chasing it up to be told it had been sent & delivered at 10.30PM approx 3 weeks ago (which is absurd) but all they had to go on was the courier telling them it was here, after a LOT of emails I finally got a refund but I can tell you it took an awful long time - nowhere near the amount of time some people on here are allowing.

Koo09

princessmoneysaver wrote: »

Do you realise how nasty you are coming across? Given my problems with UKMail I can probably hazard a guess at where many of the 'missing' hampers are!! Why should he offer refunds for orders already sent out? For all he knows they were sent in good faith via courier, now he can take it up with them which were actually deliered & act accordingly.

I ordered something from another company online - 4 weeks later I was still chasing it up to be told it had been sent & delivered at 10.30PM approx 3 weeks ago (which is absurd) but all they had to go on was the courier telling them it was here, after a LOT of emails I finally got a refund but I can tell you it took an awful long time - nowhere near the amount of time some people on here are allowing.

Neil has admitted he hasn't sent orders out... How are UKMail the bad guys here? At least they responded to Neil's customers when he didn't have the decency to!

soolin

princessmoneysaver wrote: »

Do you realise how nasty you are coming across? Given my problems with UKMail I can probably hazard a guess at where many of the 'missing' hampers are!! Why should he offer refunds for orders already sent out? For all he knows they were sent in good faith via courier, now he can take it up with them which were actually deliered & act accordingly.

I ordered something from another company online - 4 weeks later I was still chasing it up to be told it had been sent & delivered at 10.30PM approx 3 weeks ago (which is absurd) but all they had to go on was the courier telling them it was here, after a LOT of emails I finally got a refund but I can tell you it took an awful long time - nowhere near the amount of time some people on here are allowing.

I am not sure how a courier company can be held responsible when they didn't get the goods In time. I am used to the eBay board, at some point in very early December people started posting about the parcel company delays and last guaranteed posting dates, none of these were a surprise and I think it incredibly naive of any seller who thought that dispatching things a day or two Before Christmas would allow time for things to arrive. By that time most couriers had gone for a 7-10 day delivery window. We often have a good moan about buyers who think we can do miracles and send things two days before Christmas to get there in time. To blame this on the courier company is unbelievably unfair.

Also as a small business person myself, who do i think is responsible when the goods don't arrive in time? I believe, in fact I know *I* am. Life would certainly be simpler if I could refuse to refund because RM are too slow or my courier failed even when I was at fault for not sending in the time scale agreed.

Go and read the eBay boards, we have buyers buying from us for birthdays or weddings as well as Christmas. Are we now supposed to be able to turn round and say 'well I posted it, ok 3 weeks too late, but not my problem mate'? No we refund, sometimes through gritted teeth, but we are hopefully all good sellers.

notanewuser

I received a parcel today. Not hampers, but skincare, ordered from the Philosophy website on Christmas Day. It's come from Arizona in less than 3 days, 2 of which were bank holidays here. Items are exactly as described, in perfect condition thanks to being packaged well with air pillows in a suitably sized box. And it was free delivery too.

Some companies seem to be able to manage!!

Tipitytoppity

I'm going to walk away from this thread now as it's making me really cross. I hope that everyone gets their situations resolved, hampers delivered or money back.

It's been a great place to be able to talk through what it going on and I am extremely pleased that I didn't order anything else from this badly run organisation.

Oh and just to say that Neil's comments to me on Twitter were very unpleasant, rude and hurtful, before he blocked me so people in glass houses and all that.

Happy New Year MSErs!

kate1967

princessmoneysaver wrote: »

Do you realise how nasty you are coming across? Given my problems with UKMail I can probably hazard a guess at where many of the 'missing' hampers are!! Why should he offer refunds for orders already sent out? For all he knows they were sent in good faith via courier, now he can take it up with them which were actually deliered & act accordingly.

I ordered something from another company online - 4 weeks later I was still chasing it up to be told it had been sent & delivered at 10.30PM approx 3 weeks ago (which is absurd) but all they had to go on was the courier telling them it was here, after a LOT of emails I finally got a refund but I can tell you it took an awful long time - nowhere near the amount of time some people on here are allowing.

I placed a large order with New Look before Xmas that did not arrive, had to rush out Xmas Eve to get replacements, no different from Hampers not arriving, now waiting for my card to be refunded....
I phoned New look several times and they said my delivery was on it's way !!!.....I did not post about them being vile or liars on a forum.

jenster

princessmoneysaver wrote: »

Do you realise how nasty you are coming across? Given my problems with UKMail I can probably hazard a guess at where many of the 'missing' hampers are!! Why should he offer refunds for orders already sent out? For all he knows they were sent in good faith via courier, now he can take it up with them which were actually deliered & act accordingly.

I ordered something from another company online - 4 weeks later I was still chasing it up to be told it had been sent & delivered at 10.30PM approx 3 weeks ago (which is absurd) but all they had to go on was the courier telling them it was here, after a LOT of emails I finally got a refund but I can tell you it took an awful long time - nowhere near the amount of time some people on here are allowing.

NO WAY JOSE, i don't feel that's nasty at all , and I could have been a hell of a lot more this has nothing to do with the courier company what so ever , it may have in your case but not mine. 4 separate dates i was given and 4 separate times i was for what of a better word "lied to" cos my orders have not been sent , because if they had he could have , as i quiet politely asked for at the time a tracking number. BUT yet again another email and twitter message he choice to ignore the content of , in fact telling me if he wasn't on twitter all the time answer questions like mine he could get on and do more orders so passing the buck to the courier company unless you in full facts of how many have been "MISLAID" in that fashion is a bit rich in my opinion

until i get my full moneys back am i not going easy on the bloke no way