Kybotech Ltd

weejb

I came on here initially, hoping to get my delivery problem solved and my intention was to then post some constructive feedback/ comments.

I Can't

I am more than happy to post an email/ telephone call track on this site showing that customer services don't have the very basic capacity to provide accurate information.

Meanwhile, I have taken 2 days off work to fit a shed based on delivery info given and that will not now happen. Due to the number of complaints on this site alone, perhaps this is something Watchdog might be interested in.

I am absolutely furious and the customer satisfaction comment of 90 odd% probably belongs in the fiction department at the library, under the sub-heading of "maybe a 3 year old might believe this"

I just hope these comments and some of the above will ward off as many prospective customers as possible. As someone posted above, "I only wish I had checked out Kybotech" on this forum before buying.

Mr Walton, in my experience, your company is a joke and should be made to take down all delivery/ satisfaction information on your website as it is simply misleading.

What is obvious is that your logistics network needs a serious review.

I have just spoken with customer services, only to be informed that the delivery should be made next week (call me cynical.....)

I spoke with a guy (let's call him "D"), who I honestly had sympathy with, but the bottom line is that there seems to be poor traceability and no accountability through the logistics chain and customers such as myself are left in the dark as to when their goods might arrive and that is simply not acceptable when you are parting with not inconsiderable sums of money.

Stoop

Well my replacement chair did arrive within the 7 days I had allowed them. Had it not I would have asked for a full refund. I went through Charles Walton (thanks to this thread) and he seemed to get things sorted pretty quickly.

However I am still unsure that the furniture will live up to it's promise of being hard wearing.

The chair that broke was left with me to dispose of and I thought I would save what I could for any future needs (screws, arms etc). When I took out the screw from one arm I notice a rather large crack underneath and I have no doubt it would have collapsed with use.

So the jury is out on this - due to the recent weather we have not had the opportunity to use it yet. Hopefully next weekend will be good and we have arranged for friends to come round for a barbie - with any luck they will not end up on their bottoms after another chair has collapsed!

Well done for getting the replacement to me on time - the cushions arrived after 8 days (3-5 days on their site) and I can live with that as the price was very good (and the weather crap). However they seriously need to look at their operation - especially the customer service and the 40 minute waiting times (at 10p per minute). This is just not anywhere near good enough. Make sure you use the www.saynoto0870.com

Would I use them again? I'll let you know in 3 months time after we've had chance to use our furniture;)

skooby_2

Stoop wrote: »

However they seriously need to look at their operation - especially the customer service and the 40 minute waiting times (at 10p per minute). This is just not anywhere near good enough. Make sure you use the www.saynoto0870.com

Absolutely, I have been exchanging emails with their customer service advisor about their service levels. Following the publications of Which?'s report into the cost of customer helplines, I have decided to request a refund for the cost I incurred for calling their 0871 number (with BT bill attached). I have not received a positive response, but unless we kick up a fuss they will never change their ways.

mushtiff

I can report good customer service from Kybotech after I complained about being sent the wrong size shed and its poor quality. They've answered emails helpfully and promptly, the shed was collected after a slight delay (which was my fault) and I have today received a full refund. Maybe they identified me from my post here and were more helpful than usual, but I can't fault them on their response. However, I wouldn't order from them again because I'd be afraid of what quality I'd get.

I've since ordered a shed from a local firm, Yarnton Leisure Buildings, having been there in person to check the quality. It costs more, but seems solid, and the staff so far very pleasant and helpful. Hopefully no disappointments when they come to put the shed up next week.

deefunkt

I have had a very recent experinece with Kybotech, so I feel I have every right to make the following comments:

1. [TEXT DELETED BY ABUSE TEAM]: They promised delivery within 5 days. They even gave me a delivery date, and sent an email saying the item had been dispatched. I waited and nothing.. I then get an email saying the itme has been delayed (after being dispacthed?!). I called and they assured me the item would be delivered within the next 1-6 days. I waited... 4 Days later I get another email saying the same thing. 1-6 days..

2. Useless: I tried the so called "Customer care" phone line. 51 min wait!!! Thats how much they care for their customers.. either they have !!!!ed so many off that they cant cope with the number of callers, or they have some a couple of 16 year old brainless twits "staffing" their so called customer help line. Either way, ths is a sure sign of a company in trouble.

If they are unable to deliver orders, dont take orders, and definately dont take peoples money. I am now waiting for a refund... lets see how that works out. For some strange reason, I dont think that will be easy as it should be, because with fraudster companies, it usually isnt. Lets hope im wrong.

D.

libertysurf

Such a shame as I really wanted this!
I ordered a table and 6 chairs on 10th May.
One week later, “Due to the unforeseen high demand of our products we have to review our stock situation regularly and would like to inform you that our latest estimate for delivery of your Billyoh Teak Oval Extending 6 Armchair Set (2008) is 43 to 48 days. “

8th June, “… 50 to 55 days. “. Yet on the website to sell the item it states, “ Delivery: 28 days”

Emails go unanswered. I have asked for a refund. I’ll let you know.

grayme-m

libertysurf wrote: »

Such a shame as I really wanted this!
I ordered a table and 6 chairs on 10th May.
One week later, “Due to the unforeseen high demand of our products we have to review our stock situation regularly and would like to inform you that our latest estimate for delivery of your Billyoh Teak Oval Extending 6 Armchair Set (2008) is 43 to 48 days. “

8th June, “… 50 to 55 days. “. Yet on the website to sell the item it states, “ Delivery: 28 days”

Emails go unanswered. I have asked for a refund. I’ll let you know.

When we had a little online business, when we sold out of something, we put 'Out of Stock' on the site and hence people couldn't pay for that item.

'Unforseen high demand' meant that something went out of stock; why doesn't everyone play the same simple system?

libertysurf

Thanks Grayme-m, I feel I have been suckered into buying this; stopping me from giving my money to an alternative company [cynical] and of course we have lost the good days of sunshine.
Looking back through this thread I see that the MD has written,

"Fluctuating Lead Times
Currently our lead times are far more accurate. They are monitored daily in accordance with stock levels and production plans."

Which part of this statement is accurate?

libertysurf

libertysurf wrote: »

Such a shame as I really wanted this!
I ordered a table and 6 chairs on 10th May.
One week later, “Due to the unforeseen high demand of our products we have to review our stock situation regularly and would like to inform you that our latest estimate for delivery of your Billyoh Teak Oval Extending 6 Armchair Set (2008) is 43 to 48 days. “

8th June, “… 50 to 55 days. “. Yet on the website to sell the item it states, “ Delivery: 28 days”

Emails go unanswered. I have asked for a refund. I’ll let you know.

Well the cancellation by email has not happened as today I received an email saying delivery was still coming and would be in 47 to 52 days. As the email route did not work I had to brave the phone.
I phoned the sales line – free, but 10 mins waiting before I got through which I know is far speedier than on the service line – and the man who answered said that he would ensure I had a refund in some number of working days that I now forget since I lost the will to live some time ago.

Tulip22

In response to Kybotech's response that issues have been resolved in 2008 in my opinion this is still only half true. This year I have been allocated a named individual in the customer service team who is indeed very attentive to my emails I'm only sorry that the logistics operations and the product quality continue to let them down. Bearing in mind their website markets Kybotech on their in-house logistics and product design these are the two areas that continue to have problems. As a suggestion to Kybotech why don't you take a percentage of your orders / complaints and put a task team in place to ensure all the processes are in place. For example once order is received, someone oversees the product picking team, a product manager opens the boxes and checks them against the manufacturing specification, someone oversees the despatch to delivery company instructions, and someone calls the customer on the day of delivery to ensure the products arrived ok and recalls the customer 5 days later to see whether they are happy with the oder and the processes.

I know that you are an online company and you prefer to work through online media and in a reactive way but based on the level of dissatisfaction that you have created in a subsection of your customer base and the continued problems with the product quality and delivery logistics this proactive approach should help you identify problems before they occur, indentify any gaps in your internal processes and ultimately improve your service to customers.

As I said this is just a suggestion of how to transform your company perception and processes based on my many years of working with online retailers.