Bad experience, could not handle a sizable order well.
Placed an order for 30 items, and was warned that some were not in stock but would still be dispatched in 3-5 working days. I received one part of the order with the majority of items in a reasonable timescale, then received several emails a week later with no clear explanation as to what was happening with the rest of the order (it looked like the emails were all automatically generated and had no explanation or apology on). I then received another batch of products, but still not everything. Then I phoned up and was told that I could not have one of the products due to them not being able to get hold of it for a months time, which by then, it will be too late. So cancelled the last part of my order no problems but still an inconvenience as I have to source it from elsewhere.
On the bright side, the telephone customer service experience was easy and painless.
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Mr Scott, thank you for your review, I have investigated what happened with your order which we always do when our service falls below our customers expectations.
Your order consisted of four items , two lines were for clothing from one manufacturer, unfortunately the manufacturer could not supply the goods within the time they originally advised us. When we are advised of delays such as this the system does send automated e-mails to all the customers effected by the delay. These e-mails are automated so that everyone affected is informed and do contain an apology for any inconvenience caused. Our system also sends out partial orders so that the customer is not kept waiting for the bulk of the order by one item being out of stock or delayed. We do not like not completing orders in a timely fashion but unfortunately we are at the mercy of manufacturers when it comes to supply of their product and in this case we were let down by our suppliers. We are very sorry for any inconvenience caused on this occasion. Thank you for your order. Sales Team Manager. tooled-up.com