After some really great service I opted to give some more business to Andy at Demon Tweeks and ordered ventura L brackets from him. At the time of ordering Andy said that they were in stock at their supplier and I'd have them in 2 - 3 weeks. On 7th Jan received a further automated update telling me they'd be in stock with them on or around 28/01/13 which was fine as Andy said they'd dispatch them out to me same day. Today I phoned for an update and while I was holding Sarah phoned the supplier to check on them as they hadn't been received them. She came back to tell me that they were out of stock at the supplier and would be at least another week before they received them. She apologised and said it was the suppliers fault for not telling them they were out of stock. I work in a sales environment and if we have to order a non stock item we have procedures in place to ensure the supplier is called for regular updates, a policy clearly not adopted by Demon Tweeks. I explained that I needed the part for next weekend as I was going away and needed luggage for the bike. She again apologised and suggested they could supply an alternative luggage set which wasn't much help as I have all the other components for ventura, bags, racks etc which I'd spent a lot of money on and wasn't prepared to she'll out more money because of a mistake on their part. The irony of it all was when I originally ordered the part, ventura had it in stock but I decided out of loyalty to order it from Demon Tweeks, misplaced loyalty at best. I explained this to Sarah who said if i wanted to order it from them she'd be happy to cancel the order!! Ventura are now out of stock also. To say I'm pissed off is an understatement to say the least and I'm afraid that after this I would be loathed to order from them again.
I feel your pain, but it seems the supplier is at fault mate,not tweeks. They only get told about stock from the suppliers. It happens to me too wen I promise retail for customers...the supplier or wholesaler lets me down so the customer has a go at me, but it's out if my control. I then have a go at the supplier for not holding stock as advertised. It's a right pain in the arse, but sometimes it's not the retailers fault mate.
I see what you're saying and I'm in the same boat at work but we have procedures in place so if something is due in to fulfil a customer order we're on the phone a week before its due checking everything is still on schedule in order to make sure we are providing the best possible customer service. In an instance like this I'd have been straight on to my customer to tell them there is a problem and looking for solutions for them. Not just dismissing it as "sorry, our supplier let us down". The "don't really give a shit but can i sell you something else "attitude isn't what I needed. There's plenty of companies crying out for business and companies going under every day. With the internet now and all the competition in the market place customer service is the the only edge these companies have got. Had they have progressed the order last week and found a potential problem, I may have still been able to source the item elsewhere in time. It may well be the suppliers fault but at the end of the day as the retailer is be thinking "this is my customer and the buck stops with me, my customer doesn't care that my supplier has let me down, my customer wants me to find a solution to his problem." The autopsy with his supplier can take place later.
Agree Si but these days of hard times for everyone people have to try even harder to give the customer his product or at the very least correct and accurate information so if Tweeks are experiencing delays or they can see trouble is on the way they should keep the customer informed and not just say sorry.Perhaps some extra training may be in order and also a senior manager should speak to the supplier and explain that they may have lost a valued customer through the poor service provided.
Agreed. There's nothing worse than being promised goods, but they don't surface on time, or when promised. I too hate that... Customers vote with their wallets these days, more so than ever so retailers should put in place better measures to keep customers happy. We try our best, even by personal delivery rather than relying on postal services, but on occasion the supplier lets us down which makes us look inept.
We're already noticing this year that our main suppliers, major players are holding less and less warehouse stock. 'Just in Time' stock control has moved from the smaller operators to the big boys and all held stock is being considered dead stock. It makes an economic sense, of a sort, but it comes at a time when the consumer has never been so savvy and expectant of fast turnaround. It's an accident waiting to happen. It happened to us today. Two printers we'd been promised haven't arrived at the other end and won't be arriving for another fortnight. We've got people waiting on promises made by us from promises made to us and one hiccup has made the whole thing collapse like a house of cards. And guess who's going to be on the phone tomorrow apologising for it all.
Yeah thanks for the replies guys but it is an rr3 and of all the systems I chose its the one where every bloody bracket is different according to model. It's a shitter what's happened and I felt the need to vent my frustration earlier and there's nothing can be done about it. The lesson is check check and check again when buying time sensitive items. Just a pisser that I have to put some shitty looking panniers on my baby instead of my nice ventura
I've read the message and I sent you a text. Yours won't fit mate because mine is a 2003 and all the fittings are different. Cheers anyway Alan Steve
!!! For luggage ? As that's the subject on this thread and you have not really given any info to what £1200 shocker!!!!
