Cast Iron/Hardwood Garden Bench Just £9 Kays Price Mistake? [CLOSED]

billieboy_2

Received this e-mail yesterday:

"Thank-you for your email about thre bench SB0829.

Unfortunately, since placing your order, we have been unable
to obtain any more supplies of the goods and so I have had to
cancel your order. You have not been charged for this item.


Thank-you for your email about thre bench SB0829.

Unfortunately, since placing your order, we have been unable
to obtain any more supplies of the goods and so I have had to
cancel your order. You have not been charged for this item.


Please accept my apologies for any disappointment or inconvenience
this may cause you.

I hope that you are able to select a suitable alternative from
the wide selection available on our website, for which we will
honour your 20% discount again.

If I can be of any further help, please let me know.

Regards

Lee Stacey"

To which I replied:

"Thank you for your e-mail. However, I think you could have informed me that you couldn't get any more supplies of this bench to save me staying in waiting for its delivery. This could easily have been done by e-mail. I am very disappointed with the "service" from Kays."

This morning received letter dated 18 July telling me the same. Not very impressed.

GibsonSt19

Letter also recieved this morning, dated 18th not 15th.

Gees, I hate being lied to.

santana-mx3

I finally got the letter in the post about cancellation. It's similar to the emails others have reproduced above and as someone has already said, it looks like they have a set of stock sentences and they get to pick one standard variant from their list for each sentence!

Dear

I am writing to let you know that, despite a great deal of effort, we have been unable
to obtain any more supplies of the goods shown, and therefore have had to cancel
your order.

Please accept my apologies for any disappointment this may cause you. I do hope that you can choose an alternative from the wide slection in your catalogue. Remember, for the fastest service, please ring our Order Line, or if you have access to the internet, simply visit our website to place your order.

Yours sincerely
Ann Hannay (Mrs)
CUSTOMER SERVICES MANAGER

The letter is dated 18 July. I can't tell when it was posted because it is second class prepaid. The franking on the back (from my local sorting office) is dated yesterday but that is probably how it usually works.

Very poor service acknowledging orders (albeit automatically) without having stock.
Worse service advising people of delivery dates for items which will not be delivered.
Even worse service not contacting people to explain that delivery will not take place (using the same method as they did for advising of the delivery date).
Even worse still sending second class letters to arrive some time after the delivery date and not really doing anything to help.
.... and what's the point saying they hope we can find a suitable alternative from their "wide selection" when they also say in response to people's telephone calls and emails that there is NO alternative they can offer?

suzanna

They say that they have not got a suitable alternative, since the bench was originally £30.00 why cant they send us the Jack & Jill Bench / Duo Seat on their web site that is priced at £39.99. I know its £10.00 more than the original one at full price but since we all waited in on monday for our delivery they should offer this as an act of good will for the trouble and lost wages we have had. it may be worth a try as it's sort of a bench for the garden???

kwt

Have been given the name of Anthony Heald, who is Director responsible for Customer Experience. Have e-mailed him to tell him how bad this experience has been. Will post again when and if I get a reply.

justjenny

Thought i would try my luck and ask for a £20 discount off my next purchase as compensation - didn't work never mind.

kwt

Hello All

Just to update you. I have spoken today to Anthony Heald, who is Customer Experience Director.

Complete waste of time as he doesn't care about the loss of so many potential new customers bu upsetting them. All he wanted to do was offer a 10% discount of a further order. Some chance. I have told him I won't be using Kays again but he doesn't care.

Hope everybody who was disappointed won't use them any more. If you want to tell him how crap your 'Customer Experience' had been e-mail him via lesley.blower@shopdg.net