I placed my first order for a Miele S8330 Solution Vacuum cleaner, Colour Bronze Pearl, Hepa filtration. I received the order 7 days later. It was the wrong model/ wrong colour (grey)/ No hepa filtration and only packaged in the display box.It would seem there was no care at all taken during despatch. Stock levels when placing the order were listed as 12, 10 days later they are still twelve! Cheaper price but false economy when I take in to account the time and hassle I am having to obtain what I orderred. I am waiting patiently for customer service to resolve the issue.
5/08/13 order placed
13/08/13 wrong vacuum delivered S8320 Total Care colour diamond grey
13/08/13 E-mail sent complaint
14/08/13 No reply to e-mail--sent again
15/08/13 E-mail from Thurgo customer service
I do apologies for this dispatching error.
We are unsure why this has happened as the models are completely different.
We can arrange for this to be collected and the other model to be redelivered for you.
15/08/13 E-mail to Thurgo requesting delivery date
16/08/13 E-mail to Thurgo requesting delivery date
17/08/13 E-mail from Thurgo
When ever suits you best we can get this sorted for you.
19/08/13 E-mail to Thurgo confirming collection/delivery date
20/08/13 Vacuum Collected, correct one not delivered (Website still shows stock of 12 model S8330)
20/08/13 E-mail sent
The incorrect item was collected today, however the correct was not delivered?
Can you let me know when the correct item originally ordered will be delivered?
22/08/13 E-mail sent to Thurgo
In your previous e-mail (15/08/13) you said:-
We can arrange for this to be collected and the other model to be redelivered for you
Why now can you not deliver when your website listed that you had a stock of 12?
I have now been waiting three weeks for an item which was listed as having 12 in stock and you
are asking me to wait another 7—10 days. Do you believe that this is acceptable customer service?
Why did you (or the website) not inform me that Thurgo had no stock instead of wasting my time,
when I could have gone else where? I would like this brought to the attention of the customer service manager.
22/08/13 E-mail from Thurgo
As Miele have had a problem with the S8330 we are going to contact them to get one shipped over specifically for you.
This will be with you as soon as we can get it from Miele, we are allowing 7-10 Days.
24/08/13 E-mail sent to Thurgo
You mentioned the following in your previous e-mail:-
“As Miele have had a problem with the S8330 we are going to contact them to get one shipped over specifically for you.”
Miele have said quote:-
I can confirm that Miele are not experiencing any technical problems with S8330 vacuum cleaner. I have doubled checked the stock availability and can also confirm that this vacuum is fully available.
I would like to apologise if you have been given any misleading information from external parties. Should you need any further assistance, please do not hesitate to contact us.
Please refer to the attached e-mail from Miele.
23/08/13 E-mail from Thurgo
I have forwarded your email to the Office Manager.
He will contact you regarding this and make you aware of website problems we are having at the moment.
He is back in the office on Monday
26/08/13 Waiting Patiently for resolution
I finally received the item I ordered with a £20 refund and two boxes of vacuum bags.
Not worth the hassle!
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