East Coast chandleries rant.

[sailorman]

Thank you for your Feedback Mr OR4751

I would just like to add a perspective from the retailer, firstly just to confirm your order was dispatched today with Fedex, you should have been emailed a confirmation with your tracking number. The original email actually stated "Shipping within the Week" not shipping next week as stated but I will check the wording to make sure it doesn't come across as you understood it. We had to collect one of your items ordered from our Mersea store to complete your order, hence the 24 Hour delay with dispatch. We certainly don't sit on customers orders if we have stock ready for dispatch.
I would also like to clear up our card payments, we currently use Paypal for all our online transactions and as such they take the money from your card, if we don't capture the funds in a timely manner then all funds are returned to you, the length of time does depend on which bank you use We will not take payment until your order is on the packing bench ready to be dispatched. As already stated by another that would be just shoddy!

Please understand that comments like this can really hurt a small retailers such as ourselves, we are a small family run business and as such try and pride ourselves on providing the best service possible within our means, I do understand that sometimes we don't get it right but we all make mistakes don't we? I'm of the thinking its how you fix your mistakes is what can set you apart from the rest.

Many thanks, Jonathan.

I would suggest you remove the name, this is a public forum Mr OR4751 may wish to keep this info private herabouts.
I realise you are a NuBe but we have standards donchakno

 

[Jon-Marinestore]

All done, I only managed to find him via his link on the bottom of his post though. Clearly a Nube mistake:redface-new:

 

[FullCircle]

Welcome Jon Marinestore, this forum is about more than complaints.

Look up/Search for Fishy Inverness for Gael Force representation on this suite of forums for a good way to interact.

 

[Colvic Watson]

Thank you for your Feedback,

I would just like to add a perspective from the retailer, firstly just to confirm your order was dispatched today with Fedex, you should have been emailed a confirmation with your tracking number. The original email actually stated "Shipping within the Week" not shipping next week as stated but I will check the wording to make sure it doesn't come across as you understood it. We had to collect one of your items ordered from our Mersea store to complete your order, hence the 24 Hour delay with dispatch. We certainly don't sit on customers orders if we have stock ready for dispatch.
I would also like to clear up our card payments, we currently use Paypal for all our online transactions and as such they take the money from your card, if we don't capture the funds in a timely manner then all funds are returned to you, the length of time does depend on which bank you use We will not take payment until your order is on the packing bench ready to be dispatched. As already stated by another that would be just shoddy!

Please understand that comments like this can really hurt a small retailers such as ourselves, we are a small family run business and as such try and pride ourselves on providing the best service possible within our means, I do understand that sometimes we don't get it right but we all make mistakes don't we? I'm of the thinking its how you fix your mistakes is what can set you apart from the rest.

Many thanks, Jonathan.

Impressed you came in here to set the record straight. Rest assured your reputation is enhanced - online ordering has degraded the relationship between customer and supplier in some cases but clearly you've retained the personal customer service ethic. It's also given users of your store and online service a chance to say how good you are. Personally I wouldn't worry that this has done any harm.

 

[Sixpence]

Impressed you came in here to set the record straight. Rest assured your reputation is enhanced - online ordering has degraded the relationship between customer and supplier in some cases but clearly you've retained the personal customer service ethic. It's also given users of your store and online service a chance to say how good you are. Personally I wouldn't worry that this has done any harm.

Yep, quite agree, best thing any trader can do is join in and state your case. Welcome in Jon

 

[NUTMEG]

I keep my boat in the yard behind the Maldon Marinestore. I have always felt that if we do not support our local chandler then we will lose them. One off high value goods can often be found cheaply online, that is true. But,what about the small shackle, odd nuts and bolts, light bulb? It is often the case that a maintenance item is needed 'now' and that is when our local shop comes into its own.

I recently bought a new VHF on line. I asked if Marinestore could match the price (£100 below list) and they could not. So I purchased online. I am not wealthy enough to subsidise local stores but where I can I make a point of doing so, even if I spend a pound or two more.

The staff at both Burnham and Maldon I have always found to be willing to go the extra mile in terms of service and support, and are always up for a bit of banter! Top notch outfit in my opinion.

No connection other than as a very happy customer.

 

[ianc1200]

But Steve, as I've noted previously, what happens when our local chandler doesn't support us the customers?

BTW, look forward to your blog with the new boat.

IanC

 

[NUTMEG]

Hi Ian. Yes, must find time to update the poor neglected blog. Trouble is, Rose, commodious though she is, is just not as photogenic as Nutmeg. Sob sob.



I see your point about customer support. I guess it's the difference between shopping in person and online. Online is always going to lack the human touch, unless as noted earlier, the retailer can support and fund dedicated online staff.

All the best mate

 

[FishyInverness]

Welcome Jon, and +1 to your sentiments, really well put!

Also, don't believe a word Fullcircle says, I come here to skive and argue about sea safety equipment mostly!

 

[Kurrawong_Kid]

QUOTE=LittleSister;4677611]I suspect that what you've ordered is not in stock. If so naughty of them to have docked your card at this point.

I placed an order (various engine consumables) with A.S.A.P. Supplies about 11.45 last Wednesday morning, and paid extra for next day delivery as I wanted the stuff before the weekend. Got an immediate confirmation email from them.

At 14.50 they emailed saying it had all been despatched, and giving me a tracking number for the parcel. When I checked this I found the parcel had arrived at the Norwich depot (I live near Norwich) at about 16.30, which is pretty amazing (I think ASAP are in Beccles or thereabouts).

Had to nip to the doctors at 8.30 Thursday morning and got back at 9ish to find I'd missed the delivery! Easily arranghttp://www.ybw.com/forums/newreply.php?do=newreply&p=4679548ed re-delivery for Friday morning with the couriers (DHL) by phone, and was given a half-hour slot for delivery. It arrived at the beginning of the promised half-hour.

Curiously, when I later checked the tracking, having found its way to Norwich so promptly after despatch, the parcel then mysteriously went to Birmingham (sent by mistake?), arriving in the middle of the night, but was back in Norwich again by the early hours of the morning, and had been on the van on its way to me by 8.30! Its mysterious 320 mile detour via Brum had resulted in no delay at all.[/QUOTE].

Most of the major carriers, e.g. UPS, DHL, Interlink etc. have their hubs somewhere in the M6,M42, M5, M6, rectangle. Probably rather than have sorting staff at Norwich all parcels are gathered and transported to the hub, electronically sorted and then dispatched back to the delivery depot. Even possible it was flown from Norwich to Coventry and return. The Royal Mail hub for N.I. Is at Coventry for example.

 

[tidclacy]

Have Known Marinestore since they started at Maylandsea and have always found them to be first class.

Lucy at the Burnham store is always very helpful and courteous and Jonathan is what customer service is all about.

Their prices are always very competitive and they will go out of there way to find obscure bits and pieces for you.

 

[Koeketiene]

Thank you for your contribution on here.

I called the wife tonight (I am abroad at the moment) and can confirm that the order has been delivered.

I would just like to add a perspective from the retailer, firstly just to confirm your order was dispatched today with Fedex, you should have been emailed a confirmation with your tracking number. The original email actually stated "Shipping within the Week" not shipping next week as stated but I will check the wording to make sure it doesn't come across as you understood it. We had to collect one of your items ordered from our Mersea store to complete your order, hence the 24 Hour delay with dispatch.

1. Would it not have been better to say this in your e-mail sent to me 24/03 10H39 rather than (copy/paste from your e-mail)

We are writing to let you know that we expect to dispatch your order within the next week.

I could be too foreign and too thick (the former certainly and the latter very probably) and the finer points of the English language may escape me but your mail sounded very much like 'we will ship your order when we eventually get round to it'.
Or is a more personal and customer focused approach reserved for your in-store customers? You and your staff certainly received much plaudits on here for exactly such a personal and customer focused approach.

2. An mail as outlined above would have put me at ease and certainly would not have led me to post and vent my annoyance on here. Surely listing whether you have an item in stock or not and what the expected delivery time is should not be beyond the means of an on-line retailer?
In the past weeks I have also ordered from Jimmy Green, and I have no idea whether they are a big outfit, but they manage to do exactly that. And depending on the delivery option you choose you get a delivery date.

For customers buying on-line knowing when their order will arrive is almost as important as the price.
Due to the pressure of work, days available to sail or work on the boat are far too few and too far in between. I know I will be off work this Saturday and Sunday - when will I next have some time off work? Who knows? So, yes - WORDING is important and 'we expect to ship within the next week' didn't quite cut it.

I would also like to clear up our card payments, we currently use Paypal for all our online transactions and as such they take the money from your card, if we don't capture the funds in a timely manner then all funds are returned to you, the length of time does depend on which bank you use We will not take payment until your order is on the packing bench ready to be dispatched. As already stated by another that would be just shoddy!

As you rightly indicate you use PayPal for your on-line transactions.
Whether PayPal has my money when I place my order or whether you have it... the point is moot.
The point is: I no longer have the money - it is taken from my card as soon as I place my order.

Please understand that comments like this can really hurt a small retailers such as ourselves, we are a small family run business and as such try and pride ourselves on providing the best service possible within our means, I do understand that sometimes we don't get it right but we all make mistakes don't we? I'm of the thinking its how you fix your mistakes is what can set you apart from the rest.

Well, you certainly have made a recovery. I have received my order.
A cynic might suggest that you decided to expedite my order only after being made aware of this thread on here.
But like I said, only a cynic would suggest that.

This is the last I will say on this matter.

 

[Colvic Watson]

Oh come on, you named and shamed on the forum, the guy came on and apologised and explained what happened. Now it's looking personal, give the guy a lot of credit, he did something all those faceless companies we moan about wouldn't have the balls to do; now you're beginning to sound petulant.

 

[NUTMEG]

Oh come on, you named and shamed on the forum, the guy came on and apologised and explained what happened. Now it's looking personal, give the guy a lot of credit, he did something all those faceless companies we moan about wouldn't have the balls to do; now you're beginning to sound petulant.

Sorry but +1 to that

 

[Koeketiene]

Oh come on, you named and shamed on the forum, the guy came on and apologised and explained what happened. Now it's looking personal, give the guy a lot of credit, he did something all those faceless companies we moan about wouldn't have the balls to do; now you're beginning to sound petulant.

This was the the last I was going to say on the subject.
The least I could do was acknowledge Marinestore's posts on here and not disappear (tail between my legs).
After Marinestore's posts this tread seemed to have turned into 'hug-a-chandlery' and I was left with the feeling that I was at fault for having the temerity to air a grievance.

I will not comment on this again - this is not The Lounge after all.

 

[Colvic Watson]

No harm done, in fact I'm sure that Marinestore's reputation has been considerably enhanced by the thread; I thought he showed clear understanding of the issue you'd faced and acted in good grace with his reply - I guess I felt it was a shame you didn't do the same.

I was in Fox's yesterday and tried some of their Branston pickle flavoured mini cheddar things and I was well impressed, really nice, filled that awkward gap between 4pm and tea time. Also looked at their plastic plates to go with our new galley installation and had to have some CPR - £6 a plate! For 6 bowls, plates and side plates that came out at over £100! She said a lot of the customers comment on the price of the crockery

 

[philiphurst]

No harm done, in fact I'm sure that Marinestore's reputation has been considerably enhanced by the thread; I thought he showed clear understanding of the issue you'd faced and acted in good grace with his reply - I guess I felt it was a shame you didn't do the same.

I was in Fox's yesterday and tried some of their Branston pickle flavoured mini cheddar things and I was well impressed, really nice, filled that awkward gap between 4pm and tea time. Also looked at their plastic plates to go with our new galley installation and had to have some CPR - £6 a plate! For 6 bowls, plates and side plates that came out at over £100! She said a lot of the customers comment on the price of the crockery

If you haven't already spent the money, go to a good caravan/camping store. You'll save a packet on these items. Camping and General on Canvey Island is very good for this kind of thing. Good range of plastic 'glasses' too.

Here they are: http://www.campingandleisure.co.uk/acatalog/cookware-tableware.html

No connection with C&G.

 

[FishyInverness]

If you haven't already spent the money, go to a good caravan/camping store. You'll save a packet on these items. Camping and General on Canvey Island is very good for this kind of thing. Good range of plastic 'glasses' too.

Here they are: http://www.campingandleisure.co.uk/acatalog/cookware-tableware.html

No connection with C&G.

Yeah, but have they got Branston Pickle flavour mini cheddars? (I'm with you Kipper, they're the crack of cheese-based snacks!)

 

[philiphurst]

Doubt it.

 

[sailorman]

If you haven't already spent the money, go to a good caravan/camping store. You'll save a packet on these items. Camping and General on Canvey Island is very good for this kind of thing. Good range of plastic 'glasses' too.

Here they are: http://www.campingandleisure.co.uk/acatalog/cookware-tableware.html

No connection with C&G.

One has standards, one has glass glasses on board, should i bring one of my own to the Mercator dock