OK unless something goes wrong – then they’re officious and vindictive
I have ordered from them a few days and it was OK. Sadly, on the previous occasion, I had to contact them for customer support and that’s where it all fell apart.
I ordered two items. One was nice. Another, 2.5kg of Citric Acid in a bucket was wrong. An easy mistake and simple to solve certainly? As opposed to open an ebay instance (that would have potentially affected their seller evaluation ), I contacted them…
“Hi – on this order we’ve received 2x1kg packs of citric acid not a 2.5kg bucket. Could you send the missing 0.5pound please? We’ve got a bucket from an earlier order and thus don’t require that. Thanks.”
I obtained an officious and regular (I have the specific same later) answer…
“We are sorry to hear you have not received your right item. Company policy requests that we ask for photographs of any damages/discrepancies and once we have obtained these we can aim to solve this situation immediately.
Please have a photograph of the item, the packaging it was delivered in and also a photo of the shipping label on the exterior of the box.
So that I’d tried to be more polite to help them solve their error without affecting their ebay rating and instead they want me to comply with their own procedures? I wouldn’t have experienced a difficulty supplying pictures to get a promised damaged item or whatever, but that was a tiny shortfall of merchandise (roughly 50p’s worth). I answered…
“If you would like to be like this, I will just open a refund case then.
From them…
“We are in no way’calling you a liar’. We request photographs so that we can ascertain who packaged this wrongly and to avoid such mistakes happening again. We’re allowed according to eBays terms to request photos of these postings, if we may have them please”
Okay — a) if that’s the real reason behind your request for photos, ask it after you’ve agreed to address the issue to the customer. B ) I really don’t think them I checked the package carefully and there was nothing to suggest who had packed it.
They probably should use a packing slip system if they are really worried about fixing this type of difficulty, but there was nothing within or on the label.
I couldn’t be bothered wasting any further time attempting to help them avoid the cost of a recurrence once I had been getting this kind of mindset from them (or at least”Tracey”). So I only started a return and a refund was paid.
That was on the 8th August. I caught up on comments on ebay. I left them a favorable review for teh right thing and a negative review for the one explained above. I think that’s more than fair.
Their answer?
“Photo signs not coming when asked from client. Informed blocked and eBay”
I’d have thought that an apology could have been more suitable.
For the record, I’d take and also have images that I would have been pleased to share with them originally if they hadn’t exhibited such a poor attitude to solving their mistake.
So, they report buyers and obstruct them when they leave negative feedback? You won’t find that as there’s nothing on ebay to let you know a seller has done this kind of thing.
What an appalling firm!
Ordered an item through Ebay (on a Tuesday) against which they indicated a shipping day of Thursday/Friday (ideal timing for the job I took it )
They then failed to pass on the order to their courier to get 2 weeks (so could never have met their alleged lead period ) and, as a result, it was scheduled for delivery to the following Monday.
Their courier failed to honour this and on Tuesday morning rescheduled it for that day – but since I write, it’s not materialised.
Enquiries to their workplace got me nothing but patronising, unhelpful responses and no recognition at all their failure to pass this order to the courier at the first place created this matter!
No Issues with Hexeal they are my provider for the near future as they have a range of products I want
Want to feel insignificant as a client? This is the place!
After Yodel delivered my order somewhere totally different, I contacted Chempirates, who had been very excited to attribute me instead of try to be useful. The customer service person wasn’t useful in any way, and after two days of emailing, I got this reply:”Unfortunately these purchases can clearly get delivered to incorrect address and we do our best to rectify them as soon as possible but we do possess certain procedures we have to adhere to.
As a goodwill gesture we have refunded your payment and if Yodel do manage to retrieve the goods and get them please feel free to keep them for this annoyance.”
It instils me with confidence…I will use a much better company in future. One that at least cares a bit about their clients. Chempirates clearly does not care in the least.
