Mr Ronald M Lamont´s profile
Reviews (2)
Tooled-Up.com
Great apart from the handling of a delivery problem.
No website issues - everything fine apart from a delivery hiccup.
Ordered Thursday, and despatched within 2 hours - Fantastic!
Friday, 24 hours later, UKMail advise a Monday delivery - Great!
Monday morning, UKMail advise by e-mail they MAY not be able to deliver Monday, and ask me to call a Customer Care number - Minor disaster! (I say minor, because being retired, I hadn't had to arrange time off work or such). A Monday morning e-mail was not the best approach - Lord knows when I would actually read it, and meantime I'm waiting in. MUCH better would have been a phone call to explain the problem and agree a solution - would have saved me a lot of time.
Checked my e-mail Monday afternoon, and straight away called the number given - Total Disaster! The "hold" arrangements are quite nice, not too intrusive, but the problem was that I had to listen to them for HALF AN HOUR - this really is totally unacceptable!
EVENTUALLY I got through to a human, who was very courteous, friendly and helpful, and who arranged to change the delivery to Wednesday (my choice; an urgent delivery for the remainder of Monday was offered, as was first-thing Tuesday). She also listened sympathetically to my concerns about having to hold so long, and agreed to raise the issue with management (and I believe her). Customer Care, once reached, was exemplary.
The problem, apparently, was late arrival of the consignment at my local hub, at 14:30 on Monday (for whatever reason - I understand snags can crop up in even the best-run operations).
Lessons to be learnt? Firstly, that if your customers hate anything, it is wasting their time to no purpose - UKMail, and indeed all web-based businesses, need to do better on this. The key is to have staff for whom it is the prime, but not the sole, job to take customer calls - that way, callers can be answered in a few minutes at busy times, yet staff time can be otherwise usefully employed when things are slack. Secondly, for most of the kit you ship, although fast delivery is impressive, assured delivery times are better for most of us. For private customers, there will be preferred delivery days, and time to arrange reception cover is rarely a loss. Much better to wait a day or two than have a day's holiday wasted.
Mr Ronald M Lamont´s profile
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