Review: Poor service, when items are not in stock. Otherwise good service. 3 stars

I recently place 3 orders. The first two orders were delivered within a reasonable amount of time, even though one of the two didn't arrive within the 1-3 days I had paid extra for.
The 3rd order however spoiled the good service.

I had paid extra for the 1st class 1-3 delivery yet, it took 4 weeks before I had the parts.
13/5/13 order placed
14/5/13 order listed as "Being processed"
31/5/13 order listed as "Dispatched"
7/6/13 order received !!

The problem I have with this is between 13/5/13 and 7/6/13 the communications were appalling, I had to chase the order. They had not informed me at the point the order was being processed that one of the items wasn't in stock, nor gave the option of having shipped the parts of the order they did have in stock. They only advised parts weren't in stock when I chased the order a week later.

They were holding the entire order until the other part came in, but could not give me an estimated delivery date.

On the plus side, when I did finally ask them to ship one part of the order rather than holding it, they did do this.

1. I shouldn't have had to chase the order, I should have been told that part of the order wasn't in stock.
2. Given I paid for premium delivery, I'd have expected them to ship what they had in stock within the 1-3 days.
3. And again even though I paid extra for 1-3 day 1st class delivery, it took 5 working days to get to me, I live in a very large town bounded by the M62, M6, M56, so it's not the outback they were delivering to.

If I was to use these guys again, I'd check stock levels before I committed to an order, and won't simply believe the website.

Hopefully they'll read this and improve their communication process, which at the moment only works well if parts are in stock.

10 Jun 2013 by darren.haigh@ntlworld.com

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