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Blackcirlces.com delivery

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Redd
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Joined: 24 Feb 2005
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PostPosted: 12:52 - 17 Apr 2015    Post subject: Blackcirlces.com delivery Reply with quote
Exec summary:
Ordered tyre from blackcircles.com, delivery cost was £11.50, but the delivery was screwed up...reckon I'll get a refund on the delivery?

Details/what I emailed their customer support:

Quote:
Hi,

I placed an order with you for a motorbike tyre this week - BCxxxxxxx. The confirmation email I received contained an "estimated delivery date" of 16th April (today) but no other details about the courier being used...but with the warning that the package must be signed for.

Without any additional information about the courier, I was forced to take the day off work in order to wait for this delivery. The delivery slot described in your email was 9am->5pm, so when it had not arrived by 5pm I contacted your customer service department by phone. They were very helpful and provided the courier information and informed me that they had actually tried to deliver it the previous day (15th - when nobody was home).

I have contacted the courier firm (APC) who tell me that a card was left on the 15th when they tried to deliver, but we had no card or contact from them.

Given that I have already taken a day off work to wait for this delivery it is not feasible to do so again so I will have to collect the tyre from their depot. This will costs me additional time and fuel which I find very disappointing.

Your website provided only a single delivery option, which at £11.50 I expected to have a far better quality of service (order tracking, much smaller delivery window, or being contacted if there were issues with the delivery to name just a few). Due to the lack of options available to me, the high charge for delivery, and the poor service experienced, I think it would not be unreasonable to refund me the delivery charge of £11.50.

In the future, this type of issue would be easily avoided by providing your customers with the details of the courier firm being used and consignment number. Then they could engage with them directly and take advantage of the tracking services they provide (APC do provide tracking services, but at the time I had no information from you about the courier firm).

I look forward to your response,
--Redd


Hopefully I'll be able to post a glowing review of their customer services dept in the near future.
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CaNsA
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Joined: 02 Jan 2008
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PostPosted: 13:02 - 17 Apr 2015    Post subject: Reply with quote
Quote:
Joined: 24 Feb 2005


General Bike Chat....

You should know better.
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lihp
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Joined: 22 Sep 2010
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PostPosted: 13:05 - 17 Apr 2015    Post subject: Reply with quote
They key was "Estimated" delivery time, black circles have no control over the courier. If your tracking said it was going to be delivered a day early, could you have taken the day off at short notice and worked on the planned day off? Or could you have worked instead if you had been left a card?

If you was going to be at work with nobody else home, why not have it delivered to your place of work?
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Wonko The Sane
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Joined: 20 Jan 2013
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PostPosted: 13:15 - 17 Apr 2015    Post subject: Reply with quote
We give an estimated date of delivery when orders are placed

As everything is made to order it's possible things are finished quicker and sent out sooner, I'm guessing this is what has happened here.

you might get a 'goodwill' gesture out of them but I'd not expect much more than that.
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Redd
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Joined: 24 Feb 2005
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PostPosted: 14:16 - 17 Apr 2015    Post subject: Reply with quote
CaNsA wrote:
You should know better.

Yeah, probably Smile

Quote:
...get it delivered to work...

Not possible, my work needs to x-ray all incoming mail so personal parcels got banned a while back (rumour has it that someone had sex-toys delivered and one of the guys in the mailroom probably mentioned it to the wrong person/announced it loudly to the whole office).

Quote:
...black circles have no control over the courier...

Well, they do select the courier and clearly they had the tracking information which they only provided to me when I called to enquire about the missing tyre.


If they'd provided the courier details, then I could have tracked it myself and seen that they were delivering it a day early.
I'm not holding my breath on getting the refund, but think it's ridiculous that they don't provide the courier details and only give an estimated delivery date.
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Ste
Not Work Safe



Joined: 01 Sep 2002
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PostPosted: 14:17 - 17 Apr 2015    Post subject: Reply with quote
You ordered it this week, which day?

Did you not get sent a dispatch confirmation email?

You could not collect it from the depot, have it sent back, get a refund and take your money elsewhere.
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lihp
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Joined: 22 Sep 2010
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PostPosted: 14:18 - 17 Apr 2015    Post subject: Reply with quote
Redd wrote:
could have tracked it myself and seen that they were delivering it a day early.
I'm not holding my breath on getting the refund, but think it's ridiculous that they don't provide the courier details and only give an estimated delivery date.


So if it said on Monday it was being delivered Tuesday, you could have swapped shifts at the last minute?
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Redd
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Joined: 24 Feb 2005
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PostPosted: 15:05 - 17 Apr 2015    Post subject: Reply with quote
Ste wrote:
You ordered it this week, which day?

Did you not get sent a dispatch confirmation email?

You could not collect it from the depot, have it sent back, get a refund and take your money elsewhere.


Ordered on Monday (13th) evening - outside business hours, so was not expecting it to be processed until the next day at best. Email immediately received confirming that I'd placed an order - automated response to placing an order.

On Tuesday (14th) I got an email from them confirming my order - order now processed. It contained this under delivery:

Quote:
Delivery:
Your tyres will be delivered to your address using a courier. Deliveries normally take place during business hours - please note that our courier will require a signature at the address, and cannot leave tyres unattended.
Please check your delivery on arrival, ensuring that you are receiving the correct size and quantity, before signing for any tyres.
If you need to change any information enclosed in this email please call 01721 721 800 Monday to Friday between the hours of 9.00am and 5.30pm - Saturday 9.00am to 3.00pm info@blackcircles.com
Many general queries regarding the service are available in our Frequently Asked Questions section.


Note use of "normally" and "estimated". At this point they are engaging the courier, there should have been another email with the courier details and a confirmed delivery date, but nothing received.

Courier apparently tried to deliver it on the 15th but found nobody home so left a card - there was no card.
On the 16th I took the day off, waited in, then eventually called them to find out where the tyre was.



I want the tyre ASAP as bike is off the road with a large screw in the rear tyre and driving the car to work takes nearly three times as long as on the bike. I'll likely pick it up on my way home from work one night if I can get out early enough.

Quote:
So if it said on Monday it was being delivered Tuesday, you could have swapped shifts at the last minute?

Yeah, I could have, and if I couldn't, I could have called the courier to arrange a different time.
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Ste
Not Work Safe



Joined: 01 Sep 2002
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PostPosted: 15:23 - 17 Apr 2015    Post subject: Reply with quote
Wants a tyre ASAP so orders from the internets from a site that is pretty vague about delivery details? Wink

Hang on, they sent it on next working day delivery, what's the problem? Laughing
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Tamsin
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Joined: 07 Mar 2014
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PostPosted: 15:56 - 17 Apr 2015    Post subject: Reply with quote
https://www.moneysavingexpert.com/shopping/delivery-rights

May be of interest, maybe not....
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Redd
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PostPosted: 16:49 - 17 Apr 2015    Post subject: Reply with quote
Ste wrote:
Wants a tyre ASAP so orders from the internets from a site that is pretty vague about delivery details? Wink

Hang on, they sent it on next working day delivery, what's the problem? Laughing


Yeah, fair enough Laughing ASAP is probably overstating my urgency for the tyre since I can drive to work - I just don't want to be doing it next week when all the schools are back and rush hour returns to full strength.


Tamsin - definitely of interest, thanks! I reckoned the retailer/blackcircles was responsible for the courier/delivery but good to have it confirmed.
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Redd
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PostPosted: 18:17 - 17 Apr 2015    Post subject: Reply with quote
Result Dance! Dance! Dance!

I think a very reasonable action from them...will definitely be using blackcircles.com again (and until they sort their system out, getting courier details myself).

I'm quite satisfied with this Very Happy

Quote:

Dear Mr Redd,

Thank you for your email - I am sorry to hear of the issues with your delivery.

We endeavour to ensure that we offer our best possible service to all of our customers from all areas of our business and it clear that we have fallen short of the service we aim for on this occasion.

Please be assured that this is an area of the business we are currently in the process of reviewing and improving in the hope that we can offer the best possible service in the future. In light of the issues with the delivery I would be more than happy to arrange a refund of your delivery fee. As the refund would be made by cheque - I would appreciate if you could confirm if this should be made payable to yourself and sent to your XXXXXX address?

I look forward to hearing from you.

Kind Regards

Mark xxxxx


Mark xxxxx
Customer Services Advisor

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Ste
Not Work Safe



Joined: 01 Sep 2002
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PostPosted: 18:24 - 17 Apr 2015    Post subject: Reply with quote
A cheque? Eh?

Why can't they use more modern technology such as morse code?

Other than that, nice result. Mr. Green
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Redd
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Joined: 24 Feb 2005
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PostPosted: 18:39 - 17 Apr 2015    Post subject: Reply with quote
Ste wrote:
A cheque? Eh?


I know. Those weren't emails I posted earlier, they were OCR'd faxes Wink
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iooi
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PostPosted: 19:19 - 17 Apr 2015    Post subject: Reply with quote
Laughing

And you chase the cheque... Well we sent it out. We'll get anotherr out to you.. Rinse and repeat till you get fed up Rolling Eyes
Or it arrives and spends months on the shelf and they end up stopping it....

Reply telling them that you will only take a refund via the same card as the payment was made on. On the basis its a anti fraud measure. Which is how they should be doing it Thumbs Up
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Twofish
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Joined: 17 Feb 2015
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PostPosted: 20:18 - 20 Apr 2015    Post subject: Reply with quote
I've used black circles twice now for my car and its silly tyres. First time they delivered to the garage who were going to fit them for me and the second time they delivered to my home address - at 7pm! Not really 'working hours'...but they don't seem to use any of the well-known, decent couriers who have less complaints made about them than the others.
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covent.gardens
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Joined: 09 Jun 2012
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PostPosted: 21:12 - 20 Apr 2015    Post subject: Re: Blackcirlces.com delivery Reply with quote
Redd wrote:
Given that I have already taken a day off work to wait for this delivery it is not feasible to do so again so I will have to collect the tyre from their depot.

Couldn't you have gone to work as normal and collected it from the depot after work when it arrived? Not many people give up a day's work to wait in for a guaranteed delivery, never mind an estimated delivery date. There are so many other options.
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Redd
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Joined: 24 Feb 2005
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PostPosted: 08:39 - 22 Apr 2015    Post subject: Re: Blackcirlces.com delivery Reply with quote
covent.gardens wrote:
Redd wrote:
Given that I have already taken a day off work to wait for this delivery it is not feasible to do so again so I will have to collect the tyre from their depot.

Couldn't you have gone to work as normal and collected it from the depot after work when it arrived? Not many people give up a day's work to wait in for a guaranteed delivery, never mind an estimated delivery date. There are so many other options.


If I'd had that option on their website when I ordered, it might have been a possibility, but there was no other options or details on the delivery/courier. This was the main point of feedback I was giving them on their website.

As it happened, I actually ended up working from home that day (less productive than being in work - so still try to avoid doing too often) - I'm not nuts and going to lose a whole days pay for a cheap(ish) internet tyre.
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Old Thread Alert!

The last post was made 11 years, 34 days ago. Instead of replying here, would creating a new thread be more useful?
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