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Guest's review of Uttings -



Written on: 27/02/2013

Have you seen their delivery terms ! Their DPD delivery terms include - return to sender after 4 days (so Dont be away).

You cannot change address easily - and their automated phone service gives you the option, then when you select it on your phone you get a message - this service is not available....goodbye !

And if you want a weekend delivery - wait for it, need to pay another 10 pounds on top of the 5.99 you've already paid !!

AWFUL AWFUL AWFUL - Perfect example of a delivery service that puts its interests well before the customers.

Oh bring back Royal Mail.

  • Camping

    Goods purchased & cost

Uttingscustomerservice's Comment

Written on: 01/03/2013

Further to our previous communications, I am sorry that you feel our shipping service is the worst you have experienced on any continent.

Your order was shipped on the Monday and was due for delivery on Tuesday, which the courier did attempt, but was unable to complete. When placing the order, delivery to an alternative address, such as a work address, could have been selected if you were not going to be available on the day of delivery.

Weekends are not usually considered working days, but, like most businesses, we can offer a Saturday delivery, however, it is considered a premium service and, as we subsidise delivery costs to our customers, would have cost £8.99. Requesting it through contacting DPD directly, rather than through us, would go some way to explaining the additional £10 charge you were quoted.

As I am sure you can appreciate, DPD do only have a finite storage facility for undelivered parcels and in terms of when they expect people to contact them following attempted delivery, there has to be a cutoff point if people do not get in touch; four days is not an unreasonable amount of time to expect people to contact them following attempted delivery.

We take on board your suggestion of severing our contract with DPD, however, they are currently achieving first time delivery 95% of the time, which, is an acceptable level of service for us (although, we do fully appreciate the frustrations of the 5% that do not receive their parcels on time and resolve these to the best of our ability on an individual basis).

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Hellome's Comment

Written on: 04/03/2013

THEN SHOW YOUR CUSTOMERS THE POTENTIAL COST AT TIME OF PURCHASE - Show them an example of a weekend delivery cost THEN I THINK you're being clear and customer perception will change. You palm off the delivery additions to your logistics company and then deny responsibility. Its hidden charges like the budget airline service applied to logistics - customer not in we'll give you 4 days to respond or else. Want to change to another time slot,.., 'pay here', want it at a weekend oh thats another tenner. I read their delivery terms its a long list of extra charges. Any saving you make is lost forever in the delivery charges. Use our phone line, go down a nice channel of delivery options and then bye bye with no solution. Not received the phone bill yet.
Uttings GO and LOOK what other suppliers do - your delivery service is the most insanely complex, extracting additional fees. I cannot believe an online retailer is so blissfully unaware of how un-customer sympathetic your logistics service is. Every other delivery of gear i have purchased over ssveral years has been at no extra charge, with the customer service the priority. Some guy from uttings rang me up and implied he could see no problem - i am sure they take the comments on board and file them - if you care then FIX their rate of the delivery Fix being the operative word then their customers will see exactly how big the charges can be and GO ELSEWHERE! Appalling awful I reiterate my complaint.

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Uttingscustomerservice's Comment

Written on: 05/03/2013

We accept your feedback and do not think disputing the case further beyond these comments will be productive; we do feel the delivery options at the point of purchase are transparent and without hidden costs and a number of other customers that have received items from us do feel the same way also.

We are sorry that you are unhappy with the delivery service provided but understand should you decide to take your business elsewhere in future.

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Hellome's Comment

Written on: 05/03/2013

Uttings take responsibility for delivery to the door of your customer fixed priced AND not palm it off to the delivery company who then sees a nice little earner with an opportunity to add another £5 charge here or a £10 there. Use a fixed price delivery no messing, no opportunity for abuse. MAY uttings join the 21st Century and get a logistics company that they take responsibility for YES UTTINGS YOU SHOULD TAKE RESPONSIBILITY FOR full despatch and delivery without a raft of additional hidden charges rather than shirk it.


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