Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Tom Gower on June 27, 2009, 04:22:48 pm
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I am a bit dissapointed to say the least at the service I have recieved from Gardiner pole systems, and thanks to them I am sitting at home not making the £430 scheduled for today. They sent the items I need for today to the wrong delivery address and when I phoned them (yesterday)I had to leave a message and they did not respond. Now I am going to have to take time off on Monday to pick them up from the courier. After the good things I had heard about them on this forum I was planning on using them quite a bit too :'( :'( :'(
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they are normally top notch mate. order one day ge tit the next for me.
alex wouldn't let ya down. Genuine mistake. He will be gutted to see this i reckon as he prides himself on good service.
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how do you know it went to the wrong address if you haven't spoken to them?
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I am a bit dissapointed to say the least at the service I have recieved from Gardiner pole systems, and thanks to them I am sitting at home not making the £430 scheduled for today. They sent the items I need for today to the wrong delivery address and when I phoned them (yesterday)I had to leave a message and they did not respond. Now I am going to have to take time off on Monday to pick them up from the courier. After the good things I had heard about them on this forum I was planning on using them quite a bit too :'( :'( :'(
Sorry to hear this Tom. I have forwarded your post to the Team in the Office so they can look into this on Monday.
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Will second that, Gardiners are top notch and it just sounds like JSMC says a genuine mistake.
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Very unusual as they have a very good reputation for excellent customer service. Perhaps just a communications er....sorry to hear you could'nt do your work today...thats a bummer.
Cheers
Dave.
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I had a seperate billing address to delivery address they sent to billing address I also had fail safe instructions for the courier to deliver to a neibouring industrial unt if no one was about. I spoke with the courier and they only had one address the wrong one also had none of my notes.
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i must admit that out of the main suppliers of waterfed poles and systems i have used gardeniers have been in front of the others...a genuine mistake i,d say...but can totally understand yr disapointment
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Just checked your order Tom - ordered Thursday afternoon with different delivery address to invoice address. I'm afraid it looks like we've made a mistake. Many apologies. Having spoken to one of the members of staff, they did ring back in reply to your answer machine message. They tried both of your numbers and left a message on one of them, outlining various options for you, but had no response back from you.
A point worth bearing in mind is that although we send everything via next day couriers, they never guarantee next day delivery so something that needs delivery on the Friday (as your order did for the job on Saturday) it would be best ordered on the Wednesday or earlier.
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Just checked your order Tom - ordered Thursday afternoon with different delivery address to invoice address. I'm afraid it looks like we've made a mistake. Many apologies.
Alex I appreciate your apology but does not help much with my now screwed schedule for next weekend though.
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Tom
Why leave it so late to order something that was so dependent on your schedule.
If something is that tight you should always have a contingency plan
Remember the 6 P's
Poor Planning prevents perfect performance
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Tom
Why leave it so late to order something that was so dependent on your schedule.
If something is that tight you should always have a contingency plan
Remember the 6 P's
Poor Planning prevents perfect performance
I thought it was perfect planning prevents p poor peformance :)
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they both sound good
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What day and time of day did you put your order in Tom?
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I am used to suppliers delivering when they say they will I am new to wfp but run a cleaning company and have always recieved goods on time and to the right address, I did phone prior and was told the delivery was next day.
I expect from my suppliers what my customers expect from us, a hassle free service that performs as promissed, in this case it was gardiners that were lacking the 6 p's. I even filled out the forms for them all that was required was a tiny amount of focus to copy the details I had provided.
I now have to take responsability for this with an important new client and am going to have to offer compensation and make promises that my Company does not and will not let them down again
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What day and time of day did you put your order in Tom?
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Tom
Why leave it so late to order something that was so dependent on your schedule.
If something is that tight you should always have a contingency plan
Remember the 6 P's
Poor Planning prevents perfect performance
thats 5 p,s not 6 ;D ;D ;D ;D ;D
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What day and time of day did you put your order in Tom?
Matt as previously mentioned I phoned beforehand to make sure delivery would be ok for time. As said by Alex the order was made thurs afternoon. Delivery time was not the issue as the delivery WAS ATEMTED at the WRONG ADDRESS by the courier at 13.00 on friday.
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Not alot can be done to rectify this situation right now, best let Alex's office look into it first thing Monday morning.
I think you'll find loads of people have nothing but kind words for Alex on here...even those who have had 'issues' occur....
Good luck, Dave
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I missed the first P out ,work it out, it is something to do with P.
If i were to rely on a delivery for a job with a tight deadline, then i would deserve for something to go wrong.
You cant blame a late delivery for letting someone down.
You shouldnt promise anything until the equipment is in your hands.
I could never run my business like that.
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While there is an element of seeing goody two shoes getting a telling off that other suppliers might see as balancing things out a bit, what a thoroughly bad tempered thread.
The supplier made a mistake and delivered to the wrong address, but this has no connection to £470 worth of work the next day that was lost.The two things are seperate.
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Tom
Why leave it so late to order something that was so dependent on your schedule.
If something is that tight you should always have a contingency plan
Remember the 6 P's
Poor Planning prevents perfect performance
That`s only 5 Dave lol. ;D ;D
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Quite agree slumpy - shouldn't even be aired on a forum. Obviously trying for some compensation - maybe two keyrings and a pen!
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We all make mistakes good old Anna i`ll bet Alex is working her to hard in this heat lol. ;D ;D ;D
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I am used to suppliers delivering when they say they will I am new to wfp but run a cleaning company and have always recieved goods on time and to the right address, I did phone prior and was told the delivery was next day.
I expect from my suppliers what my customers expect from us, a hassle free service that performs as promissed, in this case it was gardiners that were lacking the 6 p's. I even filled out the forms for them all that was required was a tiny amount of focus to copy the details I had provided.
I now have to take responsability for this with an important new client and am going to have to offer compensation and make promises that my Company does not and will not let them down again
point 1-as a general rule, if you order before 12, with any supplier, you can rightly expect next day, but in my experience with suppliers of any items, if its after 12, i expect delivery the day after.
point 2-compensation, for an error?! a genuine error...are you going to pay compensation to your customer, as you made an error in leaving it very close to ordering something and relying on it for your business? imagine an italian restaurant running out of pasta, leaving it til the last minute, and ordering it, not allowing for any errors from their supplier...you get the picture...THEY left it too late...
mistakes are made, maybe we are too quick to try and point blame?
i have made 4 or 5 orders with gardiners recently, 2 of which have been wrong, one as a mix up in communication/understanding of micro/minibore, and one was just plucked from the wrong rack in the warehouse, not life threatening, and not with disparaging comments about the business, in my opinion.
if its a major component that you require for the day to day running of your business...my recommendations would be to double up on them, so that you can carry on no matter what! eliminate as many chances of letting your customers down.
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Difinately 6 p's
The last one is for your imagination
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Gardiners have always been spot on for me, you cant diss them on a forum, just cos they got it wrong, wer'e only human man, wer,e supposed to make mistakes :D
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I missed the first P out ,work it out, it is something to do with P.
If i were to rely on a delivery for a job with a tight deadline, then i would deserve for something to go wrong.
You cant blame a late delivery for letting someone down.
You shouldnt promise anything until the equipment is in your hands.
I could never run my business like that.
What a load of tat the delivery was made on time to the wrong address, the person responable did not do their job. It does not matter if I was due to do the job in two weeks the job was still not done! It is not so much the mistake that bothers me as the lack of responsability taken when I informed them of the mistake. Now you are giving me no choice but to make a mountain out of a mole hill as somehow now because one of your mates stuffed up and then made no attempt to rectify it it is my fault
As for compensation I am not interested. In new zealand people bend over backwards to ensure the customer is happy and that is why I do so well here becuase no one else cares.
It took me posting on here to get any response at all and I am sure it was not Alex or his systems at fault anyway :-X
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Well i have never had a problem with Gardiners & if ur making £430 a day you can cover a day off
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they both sound good
O ok, sorry i swore :)
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i have made 4 or 5 orders with gardiners recently, 2 of which have been wrong,
WOW 50% OF YOUR ORDERS ARE WRONG, that is really something
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Tom...if it is soooooooooooooooooooooooooo good there...why not go there?
As for no one caring....very broad statement that....
Love and kisses Dave.
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Tom...if it is soooooooooooooooooooooooooo good there...why not go there?
As for no one caring....very broad statement that....
Love and kisses Dave.
I am English but lived there for 6 years and decided to come back for the challenge of business here
Many more kisses back
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I must say I have got quite a lot of response out of this and am only new to this forum it took me much longer to have this kind of ding dong on a well known carpet cleaning forum ;D
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Like many on here I never guarantee a job to be done on time without having the equipment to do it. I can also never be 100% sure i can get the job done without fail for too many possible variables to go wrong.
I agree that if you want next day service it needs to be ordered first thing that morning - it takes time to pick orders and get them packed for delivery. I would ALWAYS ask on the phone about next day delivery and make sure it can be made and the items are in stock. But delivery scheduling is not in the hands of suppliers - its in the hands of the couriers. Again there is still something to go wrong there. Just take their T&C's on that one
Delivery Schedule We always use first class Royal Mail and Fedex next day delivery for all of our shipping. However once a product is in the hands of the Royal Mail/Couriers we can make no guarantee about it's delivery time.
Shipping And Handling DESPATCH
Any times quoted for despatch are from the receipt by us of an order to proceed. Elapsed times of despatch are submitted without liability for delay however occasioned, but every effort will be made to achieve them.
Its NEVER possible to have a a perfect service, there is always someone let down somewhere. What sets you or them apart from the rest is how they deal with it to rectify the problem. Seems they had realised they made an error, and tried to rectify it by telephoning you and leaving a message, but had no reply from you on how to go from then on?
Ive had nothing but top class service from gardiners, and when they have not sent something or kept me waiting on something they have always been fast acting to get to the reason and get the item sent out asap.
Customer service is not only about getting it right first time every time, its also how you handle it when it goes wrong and for that my first choice for supplies will always be gardiners.
Its a shame for you, your first order was messed up somewhat by a human mistake, im sure we all make mistakes sometimes, in fact even machines make mistakes, because they are programmed by humans!
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At least you got a kind apology off of Gardiners.
If you had gone to another supplier who frequents here you may have been told where to go ;D
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i have made 4 or 5 orders with gardiners recently, 2 of which have been wrong,
WOW 50% OF YOUR ORDERS ARE WRONG, that is really something
see what i did with selective quotes?
maybe i should work for a red top...
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Tom
There are often threads complaining about suppliers, sometimes unfairly. one or two always seem to get it in the neck, and things sometimes get a bit heated.
Oddly enough, the supplier you have singled out has the opposite problem.Threads started to praise his products (supalite sixty foot modular, sl2 supalite extendable, supalite brush, etc) have led to a ban on FOA Alex posts.
The guy always gives helpfull advice, has unrivaled knowledge, and never gets drawn into personal brick bats (unlike most of us).
The worst thing that i or anyone else can say about him is that he is a right goody two shoes (and a bit tight).
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Its not tat
Its common sense, if you dont know how to run your business thats nobodys fault but your own
I would never blame a late delivery for a ruined day, I would kick myself for being an idiot instead.
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It is tat as you clearly don't read my posts it had nothing to do with late delivery only delivery to the wrong address and then no attempt to rectify when I informed them.
They did not ring me and leave a message I rang them and left the message
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Its not tat
Its common sense, if you dont know how to run your business thats nobodys fault but your own
I would never blame a late delivery for a ruined day, I would kick myself for being an idiot instead.
second that
so many things can go wrong
i use
gardiners
cleantech
wintecs
wcw
brodex
and soap national
they have all made a mistake of some sort in last 5 years
and as for couriers well ::)
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Window Cleaning warehouse once made a delivery to my worst enemy who lives about 6 doors away.
That was a really difficult situation to be in, I had to knock and ask them for my hose and hose reel, aaaaaggggghhhhhhhhh
I still use wcw for most things though, just one of them things.
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one of them things ;D
exactly
tomgower,if you cant schmooze a new client thru a problem like this then give up mate
did you not have other work that could be re scheduled for that day ???
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if i were to open up about my experiences with suppliers you may have to ask the server for more disk space! ;D
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It is tat as you clearly don't read my posts it had nothing to do with late delivery only delivery to the wrong address and then no attempt to rectify when I informed them.
They did not ring me and leave a message I rang them and left the message
Well alex seems to think different, and i read his post just the same as i read yours.
I'm afraid it looks like we've made a mistake. Many apologies. Having spoken to one of the members of staff, they did ring back in reply to your answer machine message. They tried both of your numbers and left a message on one of them, outlining various options for you, but had no response back from you.
Regardless of late delivery or the wrong delivery mistakes do happen and you should never rely on next day delivery to get a job done on time, you should have had the fore thought of having the equipment before you agreed to do the job.
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I don't think Alex is directly involved with the selling side of things and has done everything possible to sort it out. I really don't understand why you have to start a thread complaining when they haven't had the chance to sort things out with you. What more can they do on a Saturday afternoon? Someone slipped up but that's between you and them nobody else. ???
How much time do you need to take off to get to the depot - ten minutes?
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It is tat as you clearly don't read my posts it had nothing to do with late delivery only delivery to the wrong address and then no attempt to rectify when I informed them.
They did not ring me and leave a message I rang them and left the message
Well alex seems to think different, and i read his post just the same as i read yours.
I'm afraid it looks like we've made a mistake. Many apologies. Having spoken to one of the members of staff, they did ring back in reply to your answer machine message. They tried both of your numbers and left a message on one of them, outlining various options for you, but had no response back from you.
Regardless of late delivery or the wrong delivery mistakes do happen and you should never rely on next day delivery to get a job done on time, you should have had the fore thought of having the equipment before you agreed to do the job.
No message nothing on my call logs either!! Someone was also in the office untill 7pm on friday, anyway had enough now :)
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No message nothing on my call logs either!! Someone was also in the office untill 7pm on friday, anyway had enough now :)
A message was left some time between 2pm and 5 pm Friday afternoon so not quite sure what's going on here Tom, but if you'd like to email me personally (alex@agardiner.co.uk), I can re-iterate the options available to you.
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Alex,
Once again thanks for the apology, and your attempts to sort things out. The forum has got a little out of hand as I was not expecting to be linched for commenting on what I thought a perfectly acceptable thread.
Email sent
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Well as far as I am concerned Gardiners are excellent. Some people seem to like moaning. Why didn't u order it 3 days before you needed it like normal people do.
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Well as far as I am concerned Gardiners are excellent. Some people seem to like moaning. Why didn't u order it 3 days before you needed it like normal people do.
Your excellent too
love you
Me no more fight can't be bothered
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Ok have a nice weekend.
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to be honest its the kind of thing i would do. If i get side tracked i may shoot myself in the foot and order something late. I tend to blame the dog, or the missus though, not the supplier :D
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anyone have a smily face with a white flag?
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Alex,
Once again thanks for the apology, and your attempts to sort things out. The forum has got a little out of hand as I was not expecting to be linched for commenting on what I thought a perfectly acceptable thread.
Email sent
Hi Tom
Nothing's come through yet on alex@agardiner.co.uk.
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Alex,
Once again thanks for the apology, and your attempts to sort things out. The forum has got a little out of hand as I was not expecting to be linched for commenting on what I thought a perfectly acceptable thread.
Email sent
Hi Tom
Nothing's come through yet on alex@agardiner.co.uk.
Check your junk was sent at 21:34
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Not in junk - could you re-send?
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Its like blaming the doctor for your baby being born late/earlier than predicted. I have customers booked in for cleans and if it is too windy/wet i can't do it.Thats life. Mistakes happen.Imo it is absolute folly to give yourself such a tight deadline to recieve the tools to do the job,quite unprofessional and amateurish.And as for making your complaint public as opposed to going direct to the supplier reeks of attention seeking. Compensation? Don't make me laugh.Its not bad service its called being human. Have a word with yourself and realise that you're making a drama out of something quite menial. I have some some huge contracts and am sometimes late due to various circumstances beyond my control and do they want compensation? Do they f@*&.
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Not in junk - could you re-send?
sent
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Its like blaming the doctor for your baby being born late/earlier than predicted. I have customers booked in for cleans and if it is too windy/wet i can't do it.Thats life. Mistakes happen.Imo it is absolute folly to give yourself such a tight deadline to recieve the tools to do the job,quite unprofessional and amateurish.And as for making your complaint public as opposed to going direct to the supplier reeks of attention seeking. Compensation? Don't make me laugh.Its not bad service its called being human. Have a word with yourself and realise that you're making a drama out of something quite menial. I have some some huge contracts and am sometimes late due to various circumstances beyond my control and do they want compensation? Do they f@*&.
Thanks darling you too xxx
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Tom,
e,mail you just sent to alex, you didnt send it to the wrong address did you? :D :D
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maybe but it is the one he gave me I will try without the random a
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Tom,
e,mail you just sent to alex, you didnt send it to the wrong address did you? :D :D
pmsl
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maybe but it is the one he gave me I will try without the random a
Got it. Reply sent.
(the 'a' is not random - it's my initial ;))
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Noooooo it`s not the A that`s random it`s the delivery address that`s random,a bit like a tombola i think when it comes to sending things out from that there place in Cornwall lol. ;D ;D ;D ;D
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must be something in the ice-cream
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Noooooo it`s not the A that`s random it`s the delivery address that`s random,a bit like a tombola i think when it comes to sending things out from that there place in Cornwall lol. ;D ;D ;D ;D
;D ;D ;D ;D Not helping............
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Just joking Alex,Tom it could have been a lot worse mate you could have paid for an Emporium pole online had the money taken and recieved nothing.Mistakes like this are bound to happen 999-1000 there service is spot on and i can say that in all honesty.
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Yeah, i can remember how understanding you were about that free five hundred pound reel. ;D
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That was Varitech not Gardiners,never again will they get my money. >:( >:(
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You don't want to say never to Gardiners as they manufacture the best poles around by a long way. You'd be doing yourself a huge disfavor in the long run.
Simon.
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If you mean me i said VARITECH.