I can't believe that tackleuk.co.uk is still in business! DH ordered some fishing bits, first order, and only 2 items, but one was wrong. Well, the only tel number on the website is an answering machine, so we opened a webticket with:

I have just received delivery of the above order, but it contains a mis-pick. I had ordered a Fox Halo K2 Lantern, item number CEI078, but have received a Fox Halo HT-85 head-lamp, item number CEI077.

Can you please arrange delivery of the correct item, and advise how to return incorrect item. If you need to speak to me regarding this, please call me on 07725 029804.

Many Thanks

They replied with:

Dear Sir

Very sorry for this oversight this was our mistake and we will do everything we can to rectify it. Please can you send the incorect item back to us via the returns address on the contact us page of Tackleuk.co.uk and we will send the correct item when we receive the item back and refund your postage as long as the item is sent via ROYAL MAIL SECOND CLASS RECORDED DELIVERY no refund of postage will be given if sent in any other way

In future please use this code to gain 10% off all orders placed in 2007

Tackleuk231979

Kind Regaurds

Tackleuk

I ignored the spelling mistakes, and replied with this:

I will return this to you via Royal Mail second class recorded delivery tomorrow as requested. However, I specifically chose to order this item from you, and not other websites, as you use City Link and not Royal Mail. Due to the current postal strikes, this may be delayed in return to you through no fault of my own. I ordered this as I am going fishing this weekend (13th and 14th October), so would like the lamp for then. Is there any way you can post this out to me on the understanding that the wrongly picked item is on its way back to you? I reiterate again that there is no fault here on my part, and I would really like this item for Saturday.

To which I got:

Fully Understand but your lamp was sent to another customer who is awaiting your lamp that you recieved,We would send you another but we have to wait the return from the other customer as it was our last lamp, as soon as we have it or we have more stock we will post one out for you.

So, I replied:

That is not what you have said previously. Your earlier response said "Please can you send the incorect item back to us via the returns address on the contact us page of Tackleuk.co.uk and we will send the correct item when we receive the item back". Now you are saying that you are not even in possession of the correct item - i.e. the lamp. But, if I try to order one on your website, it is clearly in stock. You are basically saying that I am relying on another customer returning an incorrect item promptly before I receive the item I ordered. I have taken time out of my working day today to go to the Post Office to return the item to you immediately as you requested, but I have no control over the other customers return.
I have to say that I am not impressed at all by the level of customer service shown with this being my first order. It goes without saying that I will not be using the 10% discount that you have offered me, as I will not be placing any future orders.
Once this ticket has been resolved and I have received the correct item I originally ordered, please close my account immediately and remove me from any mailing lists.


Working in a c/s orientated environment, I would have expected another apology, and maybe an offer of a small free gift or discount, as a goodwill gesture. Instead I got this:

No problem as soon as your item has been returned we will credit you for the lamp and your postage and not send another and then you can order the lamp from another company.



D'you think I caught them on a bad day?!!! Talk about throwing your toys out of the pram!

Wow, I am floored. That is very poor customer service, you should call and report them to the BBB!

PMSL!

I'm a right stroppy cow & I do CS ... seriously I'm in the wrong job I'd have said the same

Nah I wouldn't have would if you were funny about it but your were to the point and polite with it!

Being at the opposite side of my job I'd be blunt rude and well pissed off with that and completely outrgaed if I got some of my own replies in my job too

how bloody rude of them

Thats well rude, tell them to stick their lamp lol.