Slippery Eel.
I think you have lost the plot a little here. Yes all companies will have some problems but they try and deal with them courtiously and in a businesslike manner, whereas your group just lies. Apart from the poor service when someone asks when it will be delivered and is given a 'false' tracking number as myself and another on here have both experienced, there are ways of dealing with problems.
This is why you get the 'aggressive' phone calls etc. I understand that there may be the odd problem with every company, but I expect the company to hold their hands up and tell the truth. Sorry Sir we haven't despatched it yet. Not give me tracking numbers for items delivered to the other side of the country to try and pretend it was despatched and then pretend that a second delivery is to be sent out!!! This after offering next day service, emailing me to say it would not be sent next day and the charge would be refunded, not refund the charge until pushed for it, and then deliver 3 weeks after ordered!!
May I also remind you that by law you should wait until you complete the transaction before taking payment. i.e. when you have the goods and process the actual order. Not take payment immediately when you haven't even got the item in stock. You cannot take payment until there is a contract. While you do not have the item you have no way of fulfilling the contract and no definate way of knowing when or if you will be able to fulfil a contract therefore you are breaking the law by processing the payment at this stage of proceedings. I suggest you do a little reading up of business law, business etiquette and make a complete and utter overhaul of your business procedures, including sending your employees on courses to train them to deal with complaints in a business like manner. This way you can deal with the public when there is a problem and keep them informed (with the truth) which in turn will mean you don't have to deal with the angry phone calls you are getting!!!
If I order from someone like Aquatics-online or Aqua Essentials and the item is not in stock or there is a problem they e-mail me. They don't stay silent and only reply once I ask the question. they also keep me informed of the situation at their end and when delivery will be made, when despatched and apologise for any convenience.
The reason your compan(y/ies) get the abuse they do is because of the service you provide!!!
And before you issue a poorly executed post like you did on UKaps threatening to hand the matter over to your legal team you would be taking hundreds of us to court and you would lose!!!! we all have our e-mails, and the facts do not lie. We can prove the service you give, where all you can do is refute the allegations saying that all these e-mails were mistakes (thinking tracking numbers and.......it is due in this week when it takes a further 3 weeks)
For those who want to see this 'letter' then here is the link:
[URL="http
/ukaps.org/forum/viewtopic.php?f=21&...46&start=10"]http/ukaps.org/forum/viewtopic.php?f=21&...46&start=10[/URL]
AC
Well said my friend i totally agree!
