Paid over £1600 for a cooker / hood / splashback, waited almost a week for confirmation of when the cooker would be in stock (after being told I would get a call back the day after I had placed the...
Devamını oku
Marks Electrical
Marks Electrical
13 years ago
This range cooker was ordered incorrectly by my colleague, mistakes do happen and they are part of every day life. We have tried our level best to resolve the situation including speaking to Rangemaster and asking for alternative models which they had in stock with a view to sending a special vehicle to collect it from them.
They had no range cookers in stock at all in the 90cm size and all gas in stainless steel and could only offer that we wait for their factory to manufacture them. The replacement model is available for delivery to you in 9 days from todays date, however organising installation as well is 12 days from todays date.
We are currently the most competitive retailer for Rangemaster cookers and we had already applied a very attractive discount to your order. You requested compensation on top of this. We were not able to agree with this request along with standing the cost of re delivery and re installation which we fully acknowledge is not your fault. Please however recognise that we have to protect ourselves as a business and as a large employer in Leicester.
Regrettably you were unhappy that we could not offer compenstation, something which no other company offers, and also regrettably you have chosen to source your replacement elsewhere whilst taking considerable effort to rubbish our company name and reputation in the process on every feedback website that you can find.
We have invested long and hard to build our positive company reviews online which costs a lot to achieve whilst reflecting the great customer service we provide.
It was pointed out to you that if this mistake had occured with a regular off the shelf product then we could have rectified the situation immediately. We have thousands of products in stock and we now offer same day delivery, evening deliveries, installation and 1 hour time slots. We painstakingly use modern technology to improve our service and notifications so that our customers do not have to take "days off" and can schedule appliance deliveries around their busy timetables.
A range cooker is not an item which is off the shelf and due to Rangemaster having no availibilty we could not resolve the matter as quickly as you hoped we could.
We sincerely trust that our current and prospective customers can see how we are proud of our company and that we make all and every attempts to put things right when the order does rarely go wrong. We regret that we could not fulfil your expectations on this occasion.
Güvenilir Müşteri
13 years ago
A few points of clarification in response to comments from Marks Electrical:
1. You are not the most competitive retailer for Rangemaster, I found the same model cheaper (including additional warranty) elsewhere.
2. You misled me by stating that I would be unable to find any supplier with the product I required in stock, which was clearly untrue as I was able to find that supplier and am expecting delivery in 4 days time.
3. When I pay that amount of money for a specific product, I don't want to be offered an alternative, I want what I ordered to be delivered and installed on time.
4. To your point that no other company would offer compensation, in my experience the majority of retailers under the circumstances would have offered some sort of gesture of good will or incentive to keep my business following their own mistake (free gift / small additional discount etc). Instead I received attitude over the phone and a lecture on your profit margins and how much your own mistake had cost you, rather than any consideration for the inconvenience you had caused me.
5. I have not taken considerable effort to rubbish your name and reputation on every feedback website I can find, I have simply responded to two requests that you sent me to review my experience of your service on trustpilot.co.uk and feefo.com. I have never reviewed anything online before, but as you sent me these requests for feedback via email yesterday, I decided to give my honest opinion because I was that disappointed.
Alışveriş tarihi: 27/10/2012
0
Paylaş
Güvenilir Müşteri
Feefo Tarafından Doğrulanmış
13 years ago
Great service from sales to delivery perfect will be using again thank you
I bought a Hotpoint cooker from Mark's. The salesman knew about the products on sale and found me the perfect item according to my check list. Delivery was available from he next working day. Mark's...
this is the first time we've used Marks electrical. Cecil was brilliant - very knowledgable and helpful and delivery etc. was organised and went according to plan.
Ürün değerlendirmeleri
Alışveriş tarihi: 12/11/2012
0
Paylaş
Güvenilir Müşteri
Feefo Tarafından Doğrulanmış
13 years ago
service was very good, price inc. warranty excellent. delivery/taking old machine/fitting new went fine.
The service has been generally good and the prices competative, There are a few issues with the processing of our orders. I order large quantities of fridges (18-20) at a time. My invoices,...
Marks Electrical was established in 1987 and has sold 100s of thousands of appliances to its satisfied customers. We are dedicated to providing high quality products at competitive prices..
Bizimle çalışan işletmeler adına bağımsız olarak geri bildirim topluyoruz. Platformumuz yalnızca doğrulanmış alıcılara ulaşır. Böylece gerçek müşterilere ait değerlendirmeler okuduğunuzdan emin olabilirsiniz.
Yalnızca satın alma kanıtı olan müşteriler Feefo değerlendirmesi yapabilir. Bunu, işlemlerinden hemen sonra alıcılara ulaşarak sağlıyoruz.
Değerlendirmelerin gerçek müşterilerden geldiğini, bunları bir satış veya işlemle eşleştirerek doğrularız. İnsanlar yalnızca işletmeden satın aldıktan sonra değerlendirme yapmaya davet edilir.
Değerlendirmelerin gerçek müşterilerden geldiğini, bunları bir satış veya işlemle eşleştirerek doğrularız. İnsanlar yalnızca işletmeden satın aldıktan sonra değerlendirme yapmaya davet edilir.
Marks Electrical was established in 1987 and has sold 100s of thousands of appliances to its satisfied customers. We are dedicated to providing high quality products at competitive prices..
