Paddocks"express" delivery

I ordered some items from Paddocks on Wednesday evening. I needed the items by Friday so I used their "express" delivery option.

This morning (Thursday) I received an email stating that when they received all the goods in (usually 1 to 2 days) they would carry on processing my order.

As I need these items for the weekend that would not work for my situation. I promptly called Paddocks and told them to forget the items they did not have in stock as I needed the items for the weekend. They told me they would put the order out to be processed. I asked them to confirm that the items would be delivered by Friday. I was told that they could not guarantee it as it depended on the curriers. I asked why it was not guaranteed next day as I had put it on express delivery!

It turns out that express delivery only means it is better than their economy delivery. They stated that could have been 1, 2, 3 days.....or more!!

So I thought I would put this tale on here so you folks are not under the same illusion as I was and think that express delivery actually meant next day delivery.

Also, be aware that Paddocks Don't process your order until all the items are in stock (though I do believe them when they say the items are usually in within a couple of days).

Please note that up to now I have been happy with Paddocks service. I am not saying don't use them, just be aware that express may not actually be as fast as you expected!

I recently ordered some parts from them for shipping to British Columbia. Couple days after placing the order I get an email from Leah saying my shipping address does not work in their system so I reply with my complete address. Couple days later I get the exact same email. Is Leah a robot? Reply saying I already sent a reply. A week later, after hearing nothing, I ask for an update on my shipment and a tracking number. No reply. Sent another email asking for a reply and got nothing. Eventually got an email from DHL saying they were processing my shipment. Finally got my parts but don't think I can use some of them. That will be the subject of a post. Not overly impressed.

Why would you think express meant next day delivery...if they stated next day as an option which they dont as I use them but as I'm not in UK makes no difference to me but as their website doesnt show in or out of stock just usualy in stock or 2-3 days order...proccessing an order on a Thurs and expecting it on Fri is not offered by Paddock...

Dr Strangeglove said:

I ordered some items from Paddocks on Wednesday evening. I needed the items by Friday so I used their "express" delivery option.

This morning (Thursday) I received an email stating that when they received all the goods in (usually 1 to 2 days) they would carry on processing my order.

As I need these items for the weekend that would not work for my situation. I promptly called Paddocks and told them to forget the items they did not have in stock as I needed the items for the weekend. They told me they would put the order out to be processed. I asked them to confirm that the items would be delivered by Friday. I was told that they could not guarantee it as it depended on the curriers. I asked why it was not guaranteed next day as I had put it on express delivery!

It turns out that express delivery only means it is better than their economy delivery. They stated that could have been 1, 2, 3 days.....or more!!

So I thought I would put this tale on here so you folks are not under the same illusion as I was and think that express delivery actually meant next day delivery.

Also, be aware that Paddocks Don't process your order until all the items are in stock (though I do believe them when they say the items are usually in within a couple of days).

Please note that up to now I have been happy with Paddocks service. I am not saying don't use them, just be aware that express may not actually be as fast as you expected!

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Guessing what you ordered must be pretty rare parts.

I deal with Paddock a lot, have done for over 30 years. I always order enough to qualify for free delivery, over 60 quids worth.
The last lot I ordered was four Series drive members, the gaskets to go with them, some felt seals for the end of the half shafts, and a floor mat set.
Free delivery, all the stuff arrived, exactly what I had ordered, less than 48 hours after I had ordered online.

The out of stock part was an o ring for the cyclone on a 300tdi.

As for express delivery, what would people actually expect of express delivery?

Dr Strangeglove said:

The out of stock part was an o ring for the cyclone on a 300tdi.

As for express delivery, what would people actually expect of express delivery?

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If you mean a nitrile rubber O ring, I doubt if they sell a lot of those. Most people will have a box of them, assorted sizes, as I do.

I don't have any particular expectations, and I don't think I have ever paid for express delivery.
With more obscure Series parts, I have sometimes waited a few weeks while they got the parts. Although I think that might have been from John Craddock, who I also deal with quite a bit.

From memory, Tdis haven't been made since the mid 90s, and with a lot of cars that age, there isn't anywhere you would easily get all the parts ex stock at all. So I guess you could consider that a good service.

You say you have never paid for express delivery, which I fully understand as it is not something I do as a rule, but in this instance I needed the stuff quick thus choosing express. I expected that when asking them how long something would take they would be able to tell me, but the answer I got was it may take 1, 2, 3 days or more - it depends on the curriers. I have used curriers before and as the customer I can specify various options and pay accordingly for the option I choose. I would expect some kind of time guarantee if you are choosing a more expensive option, be that a guarantee of next day, within two days, etc
I said in my original post that my aim was to make people aware of the limitations of the express option. I do however think a description of what you can expect from that option should be put on their site.

These are just my opinions - I am not saying I am right or wrong, that is for you guys as individuals to decide.

I managed to order the parts from another company and collected them the next morning. That company is only 20 mins from me so it is a viable option for the future, especially when there is a time critical element involved. I am not saying I won't use Paddocks again as I am sure I will. The two companies were very similar on price with each one being cheeper on some items than the other. The company I did purchase off were only a small company and I got that level of one to one customer service that gave me the confidence I could order from them. They are also local and I always try to keep things local where possible.

Dr Strangeglove said:

You say you have never paid for express delivery, which I fully understand as it is not something I do as a rule, but in this instance I needed the stuff quick thus choosing express. I expected that when asking them how long something would take they would be able to tell me, but the answer I got was it may take 1, 2, 3 days or more - it depends on the curriers. I have used curriers before and as the customer I can specify various options and pay accordingly for the option I choose. I would expect some kind of time guarantee if you are choosing a more expensive option, be that a guarantee of next day, within two days, etc
I said in my original post that my aim was to make people aware of the limitations of the express option. I do however think a description of what you can expect from that option should be put on their site.

These are just my opinions - I am not saying I am right or wrong, that is for you guys as individuals to decide.

I managed to order the parts from another company and collected them the next morning. That company is only 20 mins from me so it is a viable option for the future, especially when there is a time critical element involved. I am not saying I won't use Paddocks again as I am sure I will. The two companies were very similar on price with each one being cheeper on some items than the other. The company I did purchase off were only a small company and I got that level of one to one customer service that gave me the confidence I could order from them. They are also local and I always try to keep things local where possible.

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Using a local indie is far and away the best option.

And that is exactly what I did when I lived in Cornwall, it so happens there was an excellent firm within a short distance, I knew the owner, who was knowledgeable about Land Rovers, and always went there. They carried a lot of fast moving parts in stock, so I could just pick them up.


Sadly, I don't live in that area now, and in any case, the company has closed down.

And where I am now is nowhere near any such companies, which are a bit in decline nationally.
So I have gone back to what I did before, when I was also always on the move, and use Paddock quite a lot.
They are quite a good option, and come up with the goods 99% of the time. I am not ever in a hury for parts, as I have access to several other cars, and use public transport as well.

I really preferred to use the old style local parts places, but they are disappearing over time, people often don't want to take on that level of commitment and capital investment in the face of online competition.
Sad, but a reflection of changing times.

It's the amazon effect, comparing a small company that doesn't have the capability to a giant multinational that does and holding em to the same standard.

goonarmy said:

It's the amazon effect, comparing a small company that doesn't have the capability to a giant multinational that does and holding em to the same standard.

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I don't do Amazon, but apparently they aren't that great on delivery times now either.

Turboman said:

I don't do Amazon, but apparently they aren't that great on delivery times now either.

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I dont usually use next day, cos I prefer the free option but they delivered fine this week on an item I needed in a hurry. But amazon can be a pain in the arse to use sometimes.

Paddocks are good. Sometimes I've had wrong parts come, during early lockdown mainly, but I'm sure they were adjusting their business just like everyone else. 200tdi rocker gasket instead of 300 etc, irritating, but not happened for a while. I had one order that was almost a lucky bag of random stuff. I got two hub spanners instead of a seal, for example. I can't imagine what it's like ordering from overseas and getting the wrong parts. But when I've needed things quick that are pretty vital I've called to let them know what's critical and they couldn't be better. They will send what they can and I rate them pretty highly. Call first if in doubt.

Express is basically a term that means faster, but not next day. Next day is unrealistic for a lot of firms and carriers. It's really the carrier who honours their terms, and I think it's unrealistic to expect that from any business that does a lot of volume and isn't on a level like amazon, unless they obliquely offer it. In general, Paddocks have always been very good and send items fast. I wouldn't use them for something critical without calling to make sure I don't get the wrong part though. But they are always friendly, and best on the phone.

I needed real urgent next day delivery recently, and JLR in Derby said they would have parts first thing ready to collect in the morning, not 10am, not lunch... 8am. That was 45+vat (I think) for two 300 head dowels and a rocker pedestal bolt, the pedestal bolt was a 10x minimum. Went to work to do my head gasket, and was missing a dowel when it came off on Sunday, taxi home. Rang around every garage that does land rovers in Derby trying to find a dowel on Monday, no one had one, so ended up getting one from JLR and refitted on Tuesday.

If anyone needs a few genuine pedestal bolts for free, I have a have some spare I can post. I don't even want to know how mine got rounded off.

My only experience with Paddocks was ordering a nre TD5 D2 throttle pedal and alarm ECU. I told them i'd pick them up on the following Saturday. Emailed them on the Friday to check they were both in stock, they were. Was somewaht p*ssed off upon getting there to find the pedal was still 'coming from Land Rover'. I don't know what part of ARE THEY BOTH THERE that was lost in translation the day before but they offered to post the pedal to me free of charge when it arrived, which they did.
Why can't people just tell the truth? If they were still awaiting delivery, then just say so. They knew i wasn't desperate. I think i'd have managed to telephone again the next day before i left the house...

Some years ago, I had the same problem ordered stuff supposedly in stock, nothing came, contacted them to find out, they stopped the entire order because they were waiting for one bit to come in.. haven't used them since..

TheQ said:

Some years ago, I had the same problem ordered stuff supposedly in stock, nothing came, contacted them to find out, they stopped the entire order because they were waiting for one bit to come in.. haven't used them since..

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A mate of mine who lives ten minutes away from them went totally bat**** one day there. Funnily enough i think it was the last time HE used them too. He'd ordered a long list of parts and some weren't in stock so he waited. Some time later he called them again and was told they were all in stock so he said he'd be round shortly. Again when he got there some parts were still not in. The chap behind the counter made some comment about how he must have spoken to someone out of the back office who wouldn't know how to check, or some BS along those lines. Just then one of the other people who serve out front came from out the back and spoke and he recognised his voice...