Paul Heffernan´s profile

Reviews (4)

Worldstores

Poor courier management is ruining the customer experience. Does not respond to after-sales contact.

Desperately needed to get a sofabed for a family member staying last minute, so I ordered one online with sofabedsworld.co.uk, and chose next day delivery.

Get the text from their courier, XDP, saying the sofabed is out for delivery at 9AM next day, all seems good. 6PM comes and goes, so I start to get nervous and call the mobile number given for the depot. Call rings out and I can't even leave a message. Wait to 7PM and call again, calls out again. Starting to get very frustrated, so I check the tracking details, and to my surprise it says that a card was left because no-one was home - despite me taking the day off work to be in all day! I can assure you no-one even bothered to ring the door or knock, I was sitting by it all day!

Then try to call sofabedsworld.co.uk using the number listed on their website and get through to someone who says they can't do anything for me and I need to call back tomorrow.

I then manage to arrange re-delivery on Saturday (through a review on here to XDP) and they deliver after escalating to the Oxford regional manager.

I have tried to contact sofabedsworld.co.uk via the online form and phone number to get my delivery costs refunded numerous times. Phone calls to them are constantly on hold regardless of time of day and the automated voice telling you the wait time is a complete lie. Emails go answered.

Bottom line: I should not have to manage the supplier to deliver the goods, that is the job of the supplier! Not only have I lost a days' holiday, I have paid for next day delivery, did not get it and have wasted time and money managing their courier and chasing a refund from them for their mis-sold delivery service.

If someone from sofabedsworld.co.uk can contact me to arrange a refund of my delivery costs I would be happy.

Julie found this review useful

25 July 2013

Reply from www.worldstores.co.uk

Dear Paul,

I am really sorry to hear about the problems you experienced with your delivery and the problems you had contacting us and the carriers. I will be in touch shortly to discuss what has happened.

Kind Regards
Prachi

Ebuyer.com

Satisfied life-long eBuyer customer

Surprised by the level of poor reviews of eBuyer on here...certainly does not match my experiences. As the old adage goes, you'll only hear from the unsatisfied customers!

Have been ordering with them since 2010, a few major items a year, like laptops, TVs, etc. Most recently placed an order for a Samsung 42" TV and Xenta Soundbar with Next Day Delivery. Order was placed at 10PM and I had the goods in hand at 2PM the next day as promised. In this case the price beat the high street even with the most expensive P&P added!

I have experienced many couriers being used by them from CityLink, to Yodel most recently, all of which have been on-time.

Would be nice if they could give the tracking details in the despatch email, rather than having to log-in to retrieve them.

19 July 2013

Reply from Ebuyer (UK) Ltd.

Thank you for your comments on your experiences with Ebuyer, I am very glad to hear you have been a customer of ours for years and have not experienced any problems.

It is always nice to hear of our customers positive experiences so your comments will be passed along.

I will also pass along your comments regarding the tracking information in the dispatch email, as we are always looking for ways to try and improve our service.

Kind Regards

Nikki

Ebuyer Resolution Team

XDP

Poor service initially, resolved by review here and staff intervention.

Tracking number: ZWAGGT000783

LATEST UPDATE: 22/07

After leaving the original comment on here about the initial poor service (see below), I was quickly contacted by Jennifer as per her comments below. I explained that I could not take any more time off and wanted delivery on the Saturday as they had missed the Thursday slot. She passed this to the Oxford regional manager, who gave me call the next day and apologised for the poor service and even offered to deliver personally! He arranged to have the sofa bed in the Saturday deliveries and as promised it arrived Saturday AM. I can't give 5 stars because I shouldn't have to write reviews like this in the first place, but I am happy to go from 1 star to 4 based on the way Jennifer and Tim (Oxford RM) were able to handle my complaint. A good example of how to resolve things when they do go wrong!

Original Review:

Desperately needed to get a sofabed for a family member staying last minute, so I ordered one online, and chose next day delivery. Got the tracking details with correct address listed on XDP website, so I know the seller isn't at fault. Took the day off work as I knew this wouldn't be something that could be left with a neighbour.

Get the text from XDP saying the sofabed is out for delivery at 9AM next day, all seems good. 6PM comes and goes, so I start to get nervous and call the mobile number given for the depot (what depot has only a mobile phone?). Call rings out and I can't even leave a message. Wait to 7PM and call again, calls out again. Starting to get very frustrated, so I check the tracking details, and to my surprise it says that a card was left because no-one was home - despite me taking the day off work to be in all day! I can assure you no-one even bothered to ring the door or knock, I was sitting by it all day!

Fuming isn't the word, lost a days' holiday and now have a family member on the sofa because XDP couldn't get their act together. Cannot recommend, and will be avoiding any business with them in future unless they can really turn this around.

22 July 2013

Reply from xdp.co.uk

Hello Paul, Ive passed on thanks to the depot for meeting your requested saturday delivery. Kind regards Jennifer

Good morning Paul, to keep you up dated, the regional sorted it first thing this morning, and as per your request the delivery will be with you tomorrow. Tim will be calling you today to confirm this. Apologies again, as you can see when things do go wrong and were informed straight away, XDP will do all they can to rectify.

Regards Jennifer


Hello Paul, Im really sorry your having a problem with your delivery, firstly I have passed this onto the regional manager to make sure its sorted as a matter of urgency. I will continue to monitor and chase tomorrow.
As a result of reviews like yours with comments about being carded and the depot using a mobile number, XDP are in the process of making massive changes which will alleviate such issues.
Kind regards Jennifer

National Tyres and Autocare

Good service, but not outstanding

Good price and clean, tidy garage. Oil change was done in 30 mins. Typical garage male 'customer service' however, which can come across abrupt but to be expected when a garage has young management and mechanics. Would take my car there again, but only when offers are running. Bottom line: Good, but not outstanding. Can recommend them for an oil change on offer.

Paul Heffernan´s profile

profile image of Paul Heffernan
Paul Heffernan
Reviewer
Male, 1987
Oxford, United Kingdom

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