Re: 24-7 Electrical CHECK THE WEB PRODUCT DETAILS CAREFULLY
Dear Bubbly,
I actually do make note in my post here (and in other reviews regarding 24-7 that I've written) that the item concerned i.e. VAX carpet cleaner had an accompanying photograph and specification page CLEARLY displaying the more fully featured Rapide Powerjet Pro model! I also fail to see whay it obviously took them so long to remove this product from their website when I informed them of the wrongly advertised item in question?!
FYI...
I've had so many replies to my reviews on the many other review websites that I've commented upon re 24-7, that I think it fair to say, this certainly isn't the first time a 24-& Electrical customer has received the wrong goods ...and I doubt very much we'll be the last!
Having said all that, my main concern lies not with the aforementioned misrepresentation of sale which was bad enough ...but with the Managing Director's appalling responses back to me ...he clearly hasn't a clue what the phrase "paying customer" means!
I hope you get your refund, and in a timely manner!
Kind regards
Mark
At 22:12 04/03/07, Bubbly wrote:
I ordered from 24-7 2 weeks ago - the same product as MAF11.
The product was advertised as a VAX V-028M Powerjet Pro. In fact there are 2 models: the V-028 Powerjet Pro and the V-028M Powerjet. So 24-7 had merged the 2 product names !
As I had done prolific searches and KNEW that I wanted the Powerjet Pro - when 24-7 came up on google search - I just ordered it - without too much checking.
When the product arrived, it was the 028M Powerjet model.
I filled in the Returns form and wrote in the reason for return that the website is misleading and suggested that they cover the return postage. I am awaiting my refund and to see if they have covered the cost of return postage. I have not yet had any direct contact with the company - so I cannot comment.
The moral here is - CHECK THE WEB PRODUCT DETAILS CAREFULLY !!
To be fair to the company, I have ordered off them once before and had no problems.
I ordered from 24-7 2 weeks ago - the same product as MAF11.
The product was advertised as a VAX V-028M Powerjet Pro. In fact there are 2 models: the V-028 Powerjet Pro and the V-028M Powerjet. So 24-7 had merged the 2 product names !
As I had done prolific searches and KNEW that I wanted the Powerjet Pro - when 24-7 came up on google search - I just ordered it - without too much checking.
When the product arrived, it was the 028M Powerjet model.
I filled in the Returns form and wrote in the reason for return that the website is misleading and suggested that they cover the return postage. I am awaiting my refund and to see if they have covered the cost of return postage. I have not yet had any direct contact with the company - so I cannot comment.
The moral here is - CHECK THE WEB PRODUCT DETAILS CAREFULLY !!
To be fair to the company, I have ordered off them once before and had no problems.
I recently ordered a Vax V-028 Rapide Powerjet Pro from this online reseller. However, when the item was delivered it was actually the V-028M model ...a lower specc'd model in the range. This despite there being an accompanying photograph & specification page on their website regarding the Rapide Powerjet Pro. I was told later - when I finally managed to report this incorrect order - that they don't even stock the model advertised on their site!
It took several calls and emails before I was "approved' to use their couriers to return the VAX ...and I'm still waiting for my Credit Card to be refunded 8 days after the unit was delivered back to them!.
Now none of the aformentioned is particularly impressive, BUT when I wrote to the company's MD, ostensibly to chase up my credit card refund, this is the appalling reply I got:
Dear Mr F...
Thank you for your email and may I firstly apologise for any inconvenience this has caused.
Your refund has actually been done.
I have reviewed your comments along with the communications in our CRM and would be happy to respond to your comments in the most fitting way.
Being such an obviously intelligent and powerful person, and with such obvious knowledge of so many things about business, and apparently my business and indeed channel, I would have thought I would not need to explain certain things but clearly I do, I apologise if the comments seem patronising but I want to ensure I am clear.
Firstly we are not such a small company ourselves, fulfilling more than 5,000 orders every week with a turnover in excess of �20m. As such I would have thought it would be apparent to someone such as yourself, a customer service director of a large international IT company and running a gallery site, that there must be rigid, robust and quality assured procedures in place in order to avoid complete mayhem and ultimately commercial failure.
These procedures start with immensely simple things like trying to direct all communication via our contact pages and email solely for the benefit of our customers. Our communication is managed by our CRM and if made electronically we can monitor quality and response times and our management team can be alerted if our response times are likely to be breached. It also ensure communication is clear and leaves little room for misinterpretation.
This is why we steer customers away from the telephones and make this more than abundantly clear. Why then someone like yourself sees fit to clearly ignore our policies is somewhat of a mystery, and it also ensures subsequent complaints lack credence (in my opinion anyway).
Incidentally we exceed our response commitments, benchmarked to be channel leading, more than 99.8% of the time all year round. Having reviewed our CRM I can see that every single communication from yourself was responded to within our commitment with the longest response being 15 hours and the shortest being just 1 hour. If you have an issue receiving communication you need to sort that out but I am confident of our responses and if you wish I can evidence them.
Other simple processes include requiring customers to complete a very straightforward returns form, something you did not seem to be willing to do. Then, like any other internet or mail order retailer, or even shop for that matter, we require a faulty, damaged or incorrect item back prior to replacement being sent. I am sure the "large International IT company" you are a director of has similar processes and, if selling to consumers, I doubt sends out advance replacements. If you do chose that practice I assume that is why there is no "successful" and just "large International IT company".
I am sure you understand that processes also take time. We do set internal targets that are benchmarked to ensure we lead our channel and one of these is with regards refunds. With such esteemed knowledge I am sure you have heard of the DSR (Distance Selling Regulations). These state that a refund must be actioned within 30 days of request being made by a durable means. In this instance we informed you that a refund would be issued by email @ 17:19:22 on February 14th. Therefore a refund would have to be made no later than 14th March.
Our internal targets on refunds are aimed to far exceed our mere obligations under statutory instruments and state that refunds should be actioned within 4 working days of the returned item being received at our returns processing centre or within 30 days, whichever comes sooner. In this instance the goods that were collected a day late, which incidentally we bore the failed collection charge for but could have passed on but rarely do for good relations sake, were received by us @ 14:49:14 on Friday 23rd February. Your refund was then actioned @ 12:06:46 on Tuesday 27th February, less than 2 working days after receipt.
I am again sure I do not have to tell you that, whilst we done our bit and have actioned the refund, it will take your card issuer a few days to actually apply the refund to your account.
Thank you for bringing to my attention the possibility that one of our 8,000 products may be advertised incorrectly, I will ensure this is investigated by the relevant people. However I would argue that if it is incorrect this is in fact merely a mistake and not misrepresentation, but go ahead and report it, be our guest.
Anyway I do hope I have satisfactorily responded to your comments and again I apologise for the inconvenience you have experienced and please do not hesitate to contact me again if I can be of further assistance.
Regards
Dominic Yacoubian
Managing Director
Have you ever read such an appalling and atrocious letter to a customer in your life?!?
So please beware...
Don't buy anything from this cowboy outfit ...their customer service is below zero, and their MD's customer acumen is beneath contempt!
I just wish I'd had the time to read some of the Internet's customer review websites myself before having the misfortune to buy from this mob!
Re ""DREADFUL COMPANY"" posted by disappointed at 15:16 11/04/06 ...
I have used 247 Electrical recently for couple of items.
A TV stand that I ordered arrived when it should have with no problems at all.
I also ordered an LCD TV which had a bit of a delay on the scheduled delivery date. However, 247 did keep me informed about the delay and answered any e mailed queries promptly.
Another date was set for delivery, this time the 2nd of October, which would have been a month since I placed the order.
I e mailed Dominic, who is one of the directors of 247, and had an auto response from him to say that he would be back in the office the following Monday. However, he personally sent me a reply to my concerns one day earlier than expected. The reply was quite long and answered all the queries that I had.
Finally my television arrived one week earlier than expected!
Overall I was very pleased with the service and bought the TV for some �300 less than I could elsewhere.
I feel that an improvement to 247's service which could be made would be to address the apparent problem of their estimated delivery times on items which are not in stock, but which are expected to arrive. Some customers may experience difficulties in delivery, which are a knock on effect from 247's ocassional supply difficulties.
Overall, from my experience, I was kept informed promptly about any changes in scheduled delivery dates, responses to my e mails were on time (if not earlier than expected), and my goods arrived on time or earlier than expected when the scheduling was adjusted.
My dealings with 247 have been very satisfactory and I am very pleased with their service.
My experience with 247 electrical is nothing but a disaster from start to finish! I found them UNHELPFUL and totally INEPT at dealing with unhappy customers. I ordered a freezer back in OCTOBER so that I could freeze baby food for my 6 month old, but when it eventually arrived in December after numerous delays and appalling communication, it was damaged, so I sent it back.
I was promised a replacement but this was delayed again! Eventually after my letters of complaint went ignored, I finally received an email to say they had no record of the returned freezer and could not do anything unless I gave them a consignment number (which I was never given).
Only when threatened with legal action did they bother to respond properly to my pleas for assistance, and when I managed to trace the collection of the freezer without the blasted consignment number, it transpired the freezer was delivered to their warehouse 4 months ago. 247 claim the carrier mislaid the freezer, but the MD promised an 'immediate' refund, which has only happened today because I chased them 2 weeks later... 6 MONTHS after they took payment for the freezer! No compensation for this palaver, and the MD even declined to pay interest on the money they'd had sitting in their banks for 6 months at my expense.
Can't be bothered with a freezer now anyway as my daughter is on to real food now. I just wanted to warn other people not to go near this company. They are probably the WORST company I've ever had the misfortune to deal with!
Re: 24/7-electrical suspicious symptoms - it turned out OK!
Re "24/7-electrical suspicious symptoms" posted by Doggie at 14:52 19/01/06 ...
My credit card was refunded by 24-7 Electrical today. If only they were a bit more prompt with email replies and were more easily contactable, I wouldn't have had to post my original message. My best guess is that they waited until month-end (invoicing the credit card company) before refunding my card.
I must note that my order is still on their system and showing as "processing". I'll still have to keep an eye on my account.
Still, all's well that ends well (for me at least).
Very similar experience to Doggie. Ordered a low value accessory before the New Year which was supposedly in stock. Four emails from 24/7 later all saying we do not have the item in stock, we found the item at another supplier and cancelled the order with 24/7.
Miraculously, our order that had not been in their warehouse, had suddenly been dispatched the day before we cancelled. Two weeks later nothing has arrived. The order still shows as "processing" on their system. The reason that it doesn't show "dispatched" is because their system has a bug - how convenient . They are refusing to refund our money.
I know what my old Jewish Grandma what call a firm like this - a bunch of shysters. AVOID LIKE THE PLAGUE.
It would appear I am not the only one have problems with this company. I ordered a dishwasher on the 14/1/06 the money was taken from my account on the 16/1/06. They did not reply to any of my emails until I contacted the Internet security which they are a member of. The all I get is the brush off and emails trying to dig themselves out of a hole. The latest is that I should receive my goods by the 30/1/06. I will never use this company again or recommended them. They should be closed down.
Admittedly this companies customer service leaves a lot to be desired but I purchased a LG Plasma tv on finance and within 7 days of signing the agreement I took delivery of a very nice piece of equipment. The owner of the company leaves his email address all over the place on forums like this one so please contact him. I did and I found his reponse satisfactory. Again, the customer response and follow up was very poor but I got the product I wanted at a price I wanted to pay and within 7 days...so not bad overall
Attempted to cancel an order placed on Friday 13th (silly me). Email system autoreplied at 2115hrs 13/1/2006 to confirm receipt of cancellation request. Received an email on Monday 16th at 1300hrs saying tough luck, goods despatched (even though DHL had not collected them from 24/7's premises - checked tracking log for proof). Autoreply ceased working by Monday 16th am (subsequent cancellation requests not acknowledged in any way). National rate phone line message since Monday am has become "Unfortunately all our lines are closed. We have taken this step due to an overwhelming influx of email communication and to maintain our customer service standards" (this was originally "Unfortunately all our lines are closed. Our opening ours are 10am-4pm Mon to Fri"). There is no means of functional communication with 24/7 (even the phone number my credit card company has does not work). All of these symptoms are typical of a company struggling to stay afloat (invoicing as many items as possible, paying out as little as possible - or not at all) - loss of any communications is indicative of administration or bankruptcy. Of course, there could be a perfectly innocent explanation for the aforementioned blanket actions, but I would be very interested to hear it!
Advice from my credit card provider is, if order cancellation is required, to reject all deliveries from this supplier and fil in a dispute claim form. My credit card provider informed me that I was by no means the first to contact them about 24/7 in the past few days.
I am disgusted with this company, there should be an independant investigation into these sharks as they DO NOT do what they say.
I ordered a TV from them, they delivered a damaged unit that looked as if had been thrown down a flight of stairs. I have tried and failed to contact them more times than I care to mention, they never reply to any emails, their telephones are always switched off and they always blame the couriers.
I contacted DHL who had a shipping invoice but no TV to deliver, they asked me to contact the supplier (Easier said than done), I have now asked Barclaycard to try and get my money back as I am sick of waiting - BE WARNED, DO NOT USE THIS COMPANY!
We ordered a new Beko Fridge/Freezer from this firm back in December 2004. One to the things that swayed us was the "nothing to pay till Dec 2005" offer. First off - the on-line credit agreement failed to work and it took us a week to get them to send out an agreement via post. Having got that sorted out the delivery time was quoted as being 5 to 10 days.
We are STILL waiting for it!!
There preferred means of contact as they sate repeatedly on their call queueing system is e-mail - I've written to them 3 times and not had an answer to one of them. We've called them on the phone 3 times and, after protracted (15 - 20 minute waits) got through to customer services to be told:
1st call - The courier had it and would contact us to arange delivery within the next day.
2nd call - They had no idea what the state of the order was.
3rd call - They had 9 in Sheffield, the courier would contact us Weds 2 Feb to arrange delivery and they would call us back to verify.
Guess what - no call from either!!! What do we have to do to get the item out of them?? Right now I'm sorely tempted to ring them up - AGAIN - tell them they've breached their contract to supply us with the item and cancel the order.
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