Written on: 01/08/2012 by Auto400 (1 review written)
On 24/07/2012 we made an order online for a package to be delivered to us. The item was a tailgate for a car.
The item was set to be delivered for 24 hour delivery (ie urgent) as the customer’s car was off the road whilst waiting for it to be fitted.
When tracking the order as it did not arrive on time it was stated the item was at their Leeds depot which is what the tracking still says now.
We were not contacted at any time to explain what was happening with our order and had to spend almost an entire day chasing it.
Spoke to Linda at their Solent depot who managed to track down the item for us 24 hours later.
We were told that the glass on the item was shattered and that no one would move it due to health and safety despite the fact that they damaged it.
They just referred to their terms and conditions and washed their hands of the whole affair despite the fact the item was wrapped in extremely protective material and boxed correctly. Being a car (Audi) tailgate there would have to have been a massive impact in order to break it.
Was advised to contact the MD's office regarding this.
Spoke to person called Paul this morning who was extremely unhelpful and told me that I should speak to Linda again. This afternoon I spoke to Lorraine who advised me that I cannot claim for loss as the item is not lost despite the fact that it has taken until today to track down after chasing the matter up for a whole day.
She said I cannot claim for damage as I am not covered in the T's & Q's and I cannot claim back the money we paid for the item not being delivered within the 24hr time frame.
Rang back the MD's office after my conversation with Lorraine and Paul answered. I asked to be put through to Lorraine as I wanted to request that our conversation was e-mailed to me so I have it in writing. He was extremely rude and refused to put me through to Lorraine and stated 'I have heard your conversation with Lorraine and you don’t need to speak to her she has told you all you need to know’. I was told they don’t have time to e-mail me anything and then he hung up on me.
I am appalled at the behavior of their head office staff and their total lack of customer service.
If you use these people you encourage the large company bully tactics that make small companies like us suffer. Show them they cannot get away with this type of service and behaviour by using a company that cares.
If you don't you will regret it!