Philiz
Well-Known Member
It's official, they've closed it. Received an e-mail today stating they're now going to be trading exclusively on-line and by mail order. Shame, we used to like going in and browsing.
Mailspeed Marine - Warrington
- Thread starter Philiz
- Start date
Major Catastrophe
Well-Known Member
I suspected that would happen since the new company took over.
All they need to do is sort out the shambles they call 'customer relations'.
All they need to do is sort out the shambles they call 'customer relations'.
tel1
Well-Known Member
I fount there customer relations very good this week. The online system went pete tong and charged me twice. I emailed straight away, I orderd sunday, items arrived on the wednesday and the re-inbersment in my bank exactly 9 days after the order.
I think that is a fair service as i had emails from two people at mailspeed, and eveytime i emailed them i was given a reply within 15mins.
Major Catastrophe
Well-Known Member
I assume you have not been following my Mailspeed saga on here then.
I am pleased you got good service but I spent over £600 with Mailspeed on the 24th February. I had to call into Warrington, phone them and email them to get the balance of my order. The second item arrived on the 19th May.
I finally got the C-map to go with the plotter I bought from them in February this Tuesday, three months later.
The customer service person I originally emailed eventually replied with fluffy words and then forgot to do anything. After more emails I eventually got a reply admitting "and must apologise sincerely for the unacceptable service levels you have received."
Three months to complete an order for a plotter is nothing less than abysmal.
tel1
Well-Known Member
Did you get any compo??? i supose that happend due to it not being in stock, but then i dont think companies should be selling anything that is not in stock.
Tidnock
Well-Known Member
many companies do not stock anything nowadays, they rely on volume sales and dispatch direct from the manufacturer/importer, I am afraid through our own doing, shops may become a thing of the past, OMG I am sounding like my dad
lovezoo
Well-Known Member
Mailspeed is owned by Friday Ad. If you want to see a rubbish website in action try posting an advert on there. If the Mailspeed IT system is anything like the Friday Ad website its not suprising they have so many problems...
Major Catastrophe
Well-Known Member
Both missing items were due to be supplied from manufacturers/importers. They lost the original order form after the NEC boat/caravan show, because "they made the girl responsible for putting the orders on the system redundant half way through the job." Or so I was told.
They then lost the order again, and then again and then tried to deliver when I was not at the house and Royal Mail sent it back without leaving a card, but no one decided to call me and tell me it had arrived back at the suppliers............
Major Catastrophe
Well-Known Member
When I was at the NEC boat/caravan show ordering the plotter, they said that their system was not very good. My business partner was with me and he gave them his business card and told them to call him if they wanted a stock/Epos/eCommerce solution that worked, because that is what we do.
But, the system they are using is the old one installed before Friday Ad bought them.
AndyL
Well-Known Member
'the system they are using is the old one installed before Friday Ad bought them.'
Which worked very well until Friday-Ad got rid of everybody that knew what they were doing.
Which worked very well until Friday-Ad got rid of everybody that knew what they were doing.
Major Catastrophe
Well-Known Member
Except of course all the staff on the stand who mentioned the system were long term Mailspeed people and it was the Mailspeed system.
They can't blame Friday Ad on that.
mailspeedmarine
New Member
hi,
I'd like to give you an update from out end
@Tel1- thanks for taking the time to post good feedback. its natural to all of us to be fast to point fingers at stuff that goes wrong, much less so to praise
On why we closed the warrington branch:
When we made the decision to close our Warrington branch recently, we anticipated that it would be a difficult matter for some of our customers. We appreciate mail order and online shopping offer different advantages to shopping in store. We are genuinely sorry if this is inconvenient for you. We do care about our customers and work very hard to provide products and prices that are the most competitive.
In our currently challenging economic environment, Mailspeed Marine wants to continue to offer high quality brands and products at the best possible price. For these reasons we have had to adapt to our changing environment as a business. That’s why we will now be offering chandlery exclusively online and by mail order as well as at events.
By making this choice, we are creating new savings for ou customers: Better priced products and better special offers; which are further improvements on ground breaking advantages we already offer- free delivery offer on orders over £50, free returns on clothing and footwear.
If you wish to discuss this matter in further details, please feel free to get back in touch with me
*************
on the matter of "making a member of staff redundant half way through her job"- this is incorrect, this member of staff took the decision to leave us. We did not make her redundant.
*************
on our systems- yes it's been challenging to get the data and reporting we need out of it accurate- a lot of it wasn't- but we have come a long way even since NEC on that matter. We are improving the functionality of our order/stock system constantly for our customers's benefits.
**********
@major catastrophe- I did follow up your order from this other thread you mention. I again apologise for the below par experience you have had with us. really happy to carry on this discussion with you if you want to, just send me a message.
*************************
Did you know?
We are dedicating a lot of resources to make it easier and faster to shop at your convenience: our newly released version of the site (last week) includes better product descriptions, stock availability, bigger images, video demo of products, a better checkout process, improved order confirmation emails and more help onsite. the next release- in a matter of weeks only- will give you even more info and details as well as more ways to be interactive on the site.
finally, we always welcome new ideas on how to improve further and further. you can email them to me at : feedback@mailspeedmarine.com
thanks.
on the
I'd like to give you an update from out end
@Tel1- thanks for taking the time to post good feedback. its natural to all of us to be fast to point fingers at stuff that goes wrong, much less so to praise
On why we closed the warrington branch:
When we made the decision to close our Warrington branch recently, we anticipated that it would be a difficult matter for some of our customers. We appreciate mail order and online shopping offer different advantages to shopping in store. We are genuinely sorry if this is inconvenient for you. We do care about our customers and work very hard to provide products and prices that are the most competitive.
In our currently challenging economic environment, Mailspeed Marine wants to continue to offer high quality brands and products at the best possible price. For these reasons we have had to adapt to our changing environment as a business. That’s why we will now be offering chandlery exclusively online and by mail order as well as at events.
By making this choice, we are creating new savings for ou customers: Better priced products and better special offers; which are further improvements on ground breaking advantages we already offer- free delivery offer on orders over £50, free returns on clothing and footwear.
If you wish to discuss this matter in further details, please feel free to get back in touch with me
*************
on the matter of "making a member of staff redundant half way through her job"- this is incorrect, this member of staff took the decision to leave us. We did not make her redundant.
*************
on our systems- yes it's been challenging to get the data and reporting we need out of it accurate- a lot of it wasn't- but we have come a long way even since NEC on that matter. We are improving the functionality of our order/stock system constantly for our customers's benefits.
**********
@major catastrophe- I did follow up your order from this other thread you mention. I again apologise for the below par experience you have had with us. really happy to carry on this discussion with you if you want to, just send me a message.
*************************
Did you know?
We are dedicating a lot of resources to make it easier and faster to shop at your convenience: our newly released version of the site (last week) includes better product descriptions, stock availability, bigger images, video demo of products, a better checkout process, improved order confirmation emails and more help onsite. the next release- in a matter of weeks only- will give you even more info and details as well as more ways to be interactive on the site.
finally, we always welcome new ideas on how to improve further and further. you can email them to me at : feedback@mailspeedmarine.com
thanks.
on the
Major Catastrophe
Well-Known Member
Thanks for posting.
Yes, I am an aggrieved customer, but I will be using Mailspeed marine again. I fell into a hole that proved very difficult to climb out of and have had a next to useless plotter for a good part of the season, because it doesn't plot very well without the map card.
Address how a customer with a genuine problem is dealt with and that is most of the problem solved.
In my case I got a nice reply acknowledging that my previous email had not been acted on and then it went quiet again. A good idea is to immediately refer all 'problems' to one troubleshooter. Delays are acceptable as long as the customer is informed on what is going on.
I am genuinely sorry Warrington has closed, as it was a honey trap for us impulse buyers. I hope the staff have been looked after and thanks for putting me right about the girl leaving, but I can only report what I was told by a member of your staff for the reason the order did not get onto the system.
Retail is changing - I write on retail matters for a living - and bricks and mortar retailing is not profitable in some sectors.
I now have all the bits to make my plotter work, but three months is a long time.
Yes, I am an aggrieved customer, but I will be using Mailspeed marine again. I fell into a hole that proved very difficult to climb out of and have had a next to useless plotter for a good part of the season, because it doesn't plot very well without the map card.
Address how a customer with a genuine problem is dealt with and that is most of the problem solved.
In my case I got a nice reply acknowledging that my previous email had not been acted on and then it went quiet again. A good idea is to immediately refer all 'problems' to one troubleshooter. Delays are acceptable as long as the customer is informed on what is going on.
I am genuinely sorry Warrington has closed, as it was a honey trap for us impulse buyers. I hope the staff have been looked after and thanks for putting me right about the girl leaving, but I can only report what I was told by a member of your staff for the reason the order did not get onto the system.
Retail is changing - I write on retail matters for a living - and bricks and mortar retailing is not profitable in some sectors.
I now have all the bits to make my plotter work, but three months is a long time.
Philiz
Well-Known Member
Mailspeed, thanks for taking the time to post and filling us in on a few things. I for one will also miss the opportunity to browse in the store and make use of the invaluable advice from Billy and his team. However, I do understand the pressures placed on retail premises by the on-line competition and I will also be using you in the future, your prices might be even better now!
scoobydoo
New Member
Hi
I thought I would just like to clarify this situation regarding the 'girl' that was or wasn't made redundant.
I am the 'girl' that WAS made redundant from Mailspeed Marine at Falcon Park - my original job title was Customer Service Manager.
After the London Boat Show not hitting target the Retail Director (user Mailspeed on this post) had a conversation with me a while after the event and advised me that my job was no longer, and we went through the redundancy process.
There was another job on the table of Key Account Manager which I took as I had, like everyone else, bills to pay - however this wasn't for me and after 2-3 weeks in this role I resigned as I had found another job.
I was at the NEC Caravan Boatshow - I didn't lose any orders they all went on the system and order forms in to a lever arch file. However what happened after I left I couldn't tell you.
I trust this clarifies the position.
I thought I would just like to clarify this situation regarding the 'girl' that was or wasn't made redundant.
I am the 'girl' that WAS made redundant from Mailspeed Marine at Falcon Park - my original job title was Customer Service Manager.
After the London Boat Show not hitting target the Retail Director (user Mailspeed on this post) had a conversation with me a while after the event and advised me that my job was no longer, and we went through the redundancy process.
There was another job on the table of Key Account Manager which I took as I had, like everyone else, bills to pay - however this wasn't for me and after 2-3 weeks in this role I resigned as I had found another job.
I was at the NEC Caravan Boatshow - I didn't lose any orders they all went on the system and order forms in to a lever arch file. However what happened after I left I couldn't tell you.
I trust this clarifies the position.
Jim@sea
Well-Known Member
Well if anyone feels that Mailspeed Closing in Warrington creates an "Outlet" shortage in the area, I have a 5000 sqft Retail Wharehouse in Manchester, 1 & 1/2 miles from the Trafford Centre which could give up 1000 sq ft for Chandlery Sales and there is a Car Park for 20 cars and a parking area for Boats for Sale. Anyone interested??
Ps Rent would not be expensive.
Ps Rent would not be expensive.