Wickes listing items as in "In Stock" that are not, and poor customer service

autoeng68

I am self employed, and work is very limited at the moment so I agreed to buy and install a new shed for a customer of mine. I ordered the shed from Wickes on 19th April, its Manufactured by Shire Garden Buildings, choosing Wickes as they were specifically listing it as "In Stock" as opposed to other retailers who were showing the same item as "out of stock". I was then given a delivery date of 18th May. Then 10 days before it was due to be delivered I received an email from Shire buildings with a new delivery date of 12th June. There was no explanation of why this had changed and no one had contacted me before changing this. At this point i tried to see if i could get the shed from a different supplier, but everywhere was showing it as "out of stock". My customer is not very happy about this situation and is now asking for a discount due to how late it is. 

I have contacted Shire about this and they have told me that it is delayed because of an unforeseen manufacturing error and have refused to bring the delivery date forward or offer me compensation. I have also contacted Wickes customer services who you can only contact via email as the customer service number just cuts you off. My first email they didn't reply to, my second email was only answered on Sunday and just said that they would get a reply from Shire, and finally today I received a third email that just confirms that the delivery date is still the 12th June.

As Wickes have incorrectly stated that the Shed was "in stock" and it hasn't even been manufactured yet surely they are at fault and should offer me compensation?
I appreciate that these are difficult times at the moment, but it affects self employed like myself as well as big businesses such as Wickes, and surely this is no excuse for incorrectly listing items as "In Stock" when they are not and certainly not an excuse the appalling customer service they are giving?

Doozergirl

You do know what is going on at the moment? 

I'm in the same position almost every day trying to run a business.  The supply chains are shot, nobody is running a full staff if they are running a staff at all.  We don't know what isn't going to turn up on the deliveries that are booked.  Our customers have all been incredibly understanding of it and whilst it is frustrating in normal circumstances, these aren't normal circumstances and we have to deal with it all with patience.  

If they can't be, then don't bother doing the work. Cancel.  Anyone asking for a discount  as a result of delays is taking the proverbial at the moment. If Wickes can't supply then your option is a refund. Ditto for your customer.  

There are companies able to deliver earlier than others, one has to be creative and look for smaller companies rather than sit on one's hands.  

autoeng68

Yes I am aware of the current situation, it means I pretty much have no work and being self employed am not getting big hand outs from the government. This is all the more reason for big companies to play fair!
I would have had no issue if Wickes or Shire garden Buildings had been honest with me at the point of ordering and said the Shed was not available, but they didn't tell me until it was too late to re-order. I have already cleared the area for the Shed, and laid the base. I have therefore have already put many hours in and paid for not only the Shed, but all the base materials. I wont get paid until the job is done. Cancelling the order is therefore not an option and believe me i'd love to do that!
Also Coronavirus does not justify not communicating with customers, not solving the issues and putting customers out of pocket!

TELLIT01

I totally disagree.  Coronavirus has left many companies very short staffed, so the staff they do have are engaged in business critical activities.  Those do not include immediate response to every e-mail, resolving problems they can't resolve or pandering to customers who think everything should be carrying on as normal.

Doozergirl

Self employed also, of the variety that employs others (including self-employed subcontractors) and didn't get the help that they get and has to try and hold it all together.   Not complaining about it and definitely not seeking compensation. 

Just trying to adapt.  

If your client has the disposable income for a shed to be erected by someone else, go and talk to them about not being understanding. 

I totally understand your financial position.  It isn't Wickes' fault.  

The_Warned

The world has changed. Those who learn to adapt most quickly and creatively will do better than those who long for normality, whatever that was.

ElephantBoy57

I ordered some OSB3 2X8 click and collect, the site said it would be ready within 4 hours; it took 24 hours.

It was inconvenient not knowing when it would be ready.