hi there!
im william from sp 4x4.
would just like to put a reply in to foxyreds comments above as i feel it is quite unfair.
As most of our customer know we will do as much to help where we can.
In this case the chap had ordered a Puma bonnet from us on the 14th march. We had sent the bonnet on the 15th march and was delivered on 16th march at 11.52 on APC consignment number 4983735
We got the below email on the 16th march from the customer at 20.46 :
Hi had a puma bonnet delivered today to ---------------------------------------------------.
Upon inspection the left hand rear corner was slightly bent inwards, causing buckling and separation of bonnet skin from frame.
We refused to accept delivery, could you please let me know when a replacement can be sent or wether I can collect in person on Saturday.
As car is booked in for a respray on Tuesday and I will need it for then.
I replied back with at 20.58 (yes within 12 minutes on an evening!)
hi dean
ever sorry to hear that,
Unfortunately that was the last one we had in stock,
we will just refund your order when we get it back,
kind regards
william
The reply back from customer was:
I cant understand the reason why I've got to wait for a refund as I've not actually taken delivery of the bonnet. I now need to find another one before Tuesday, and am now held to ransom due to your courier.
Kind regards Dean.
We replied back with (still the evening of the 16th)
hi Dean
Unfortunately at the moment we just cant issue any refund until we get the item back. I am sorry that you have to find another one at such short notice we did try our best to ensure its safe arrival to you. I understand were you are coming from but, as you would expect of any other shop/internet retailer we need to get the item back from the courier, it is standard industry practice that we need to follow
As soon as it is received back i assure you we will offer a full refund immediately
Customer replied back with:
Disappointed in your customer service, as a retailer myself I would ensure that my customer was my first priority as repeat orders are as important as customer satisfaction.
Kind regards Dean.
We replied back with the following as was our last communication with each other:
hi dean
I couldnt provide any better customer service, we sent the bonnet on next day delivery for you, you have emailed at night regarding an issue, we have responded within minutes, out of working hours and assured that you would receive a refund when we get it back.
No professional company can issue a refund before getting an item back.
I think you are being very unreasonable. I have done everything and can and more from my end, i am sorry that i have not been able to resolve the issue to your satisfaction.
The best part of this story is that within the next week no bonnet had come back, i had then checked the tracking number (i hadn't done so to start with as no real need) and noticed that contrary to what the customer has stated, no refusal was ever made and the delivery had took place and had been signed for!
APC consignment number 4983735
Thankfully i had not just issued a refund before getting the item back and this is why we have to wait to get items back. Though I would never have thought someone would actually try to take a whole bonnet!
We would have been £450 down and find it incredible even after us trying our best to help him right from the start that he has also went to the bother of saying how bad our customer service is on a public forum!
Luckily we find the majority of the land rover community great honest people! But as a retailer this is some of the stuff we have to put up with sadly!
