"Indy" Hans
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Beiträge: 9.188
Dabei seit: 01.04.2008
Wohnort: NRW
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Betreff: Re: Preis und Qualität bei Wested
So, nun muß ich bezüglich Wested auch noch mal was beisteuern.
Wer noch auf (s)eine Jacke wartet, Reklamationen hat oder sich seine Illusionen über diese Firma erhalten möchte, der sollte vielleicht lieber nicht weiterlesen.
Allen anderen:
"Viel Spaß"!
Nachdem ich zuerst, wie einige hier ja wissen, davon Abstand genommen hatte eine offene Mail an Wested zu schicken, sah ich mich nach dem letzten Vorfall (Gespräch mit Marc am 30.04.08), bei welchem ich entsetzt feststellen musste das trotz mehrmaligen Telefonaten mit Wested, bei welchen, jedesmal wenn ich mit Herrn Botwright sprach, die besonderen Spezifikationen zur Sprache kamen, nicht alle "Kitter-spec´s" bei meiner Jacke umgesetzt wurden, nun leider doch genötigt die, einige Seiten vorher angesprochene, offene Mail/Beschwerde an Wested, Gemma und Peter zu schicken.
Welchen Vorlauf die ganze Geschichte/Wested Tragödie im einzelnen hatte wird hier im Thread auf über 19 Seiten ja ausführlich und anschaulich dokumentiert.
Der Grund warum ich an einigen Stellen des Textes nicht nur für mich selber "rede" liegt darin begründet, daß ich "hinter den Kulissen" mit einigen hier PN-Kontakt hatte und deren Probleme und Anliegen in dieser Mail teilweise mit "verarbeitet" habe. Da ich Wested fairer Weise auch erst etwas Zeit geben wollte um zu antworten, habe ich bis Heute gewartet das folgende zu posten.
Hier nun also der Text welchen ich am 30.04.08 an Mr. Peter Botwright -respektive Wested- schickte:
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Dear Mr. Botwright and Wested-crew,
please be aware that this might become an open e-mail and that i eventually might post this mail as well as your answer to it in a public forum.
first and foremost i´d like to thank you for a wonderful Jacket made from great coloured and perfectly choosen horsehide. This great piece of wonderful craftmanship fits just great and looks even better; thank you for the jacket!
Now for the unpleasant Part.
I am terribly sorry but unfortunately there are some complaints i have to make. Those are the following:
- Due to the amount of orders (i assume there are tons of orders in the pipeline at the moment) your communication policy is among the worst i´ve ever experienced. There is no information whatsoever concerning delays or problems if not asked for by the customer. Why does one have to make expansive phonecalls, just to learn that there is a problem with your stock of horsehide or goatskin at the moment? You own a website, why don´t you place such notices there? Why don´t you place an Info there, that lengthy delays are possible? I suggest you USE your website to communicate with the customers! That avoids unnecassary mails and phonecalls and saves your time and nerves as well as our nerves and money.
- I am really deeply sorry but i have to complain that the person charged with replying to the mails is obviously either unwilling or unable to answer more than one question in a mail. In my case (and i know for certain from one other) it took four (!) mails in total to clarify two questions i had asked in a single mail - that´s a hoax to me!
In addition to that is the form in which these mails are written. Short, often less than three sentences and without adressing the recipient at the beginning. No matter how polite one writes in the first place. That appears kinda rude to me and really makes me feel most unwanted as a customer.
- Your record of keeping promises concerning timelines is not among the best. On your website and in the mail you wrote to me, before i ordered, you suggested a maximum of 21 days (+2/3 days for shippment). I quote from your website (FAQ):
Quote: As each jacket is custom made and not of the shelf we quote a maximum of 21 days to despatch plus 2/3 days delivery on a tracked system which will require a signature. End of Quote
Why don´t you notify your customers if delays or leather shortages occure? Or does that happen so frequently that it would be too timeconsuming to inform ém all?
When i first called, to check on the status of my order, i was given a date for shipping wich was already placed behind that deadline and wich later changed again when i called for the second time and which was further delayed when i called for the third time and so on.
Here´s the timeline of my order as far as i could review it:
- First contact (asked a question) to Wested on the 18th or 19th of march 2008. That was my question-mail that took 4 mails in total to be completely answered.
- Order placed through your website on march the 20th.
- Ordering confirmed by Wested on the same day.
- Altering of two measurements on march the 21st.
- Confirmation of the altered measurements by Wested on the 25th of march.
- Bankaccount charged (money send) on march the 25th (trough Mastercard).
- On thursday the 10th of april 2008 or friday the 11th i talked on the phone to a gentleman (you, Mr. Botwright i assume) who said that the jacked would be shipped out on mon. the 14th or tue. the 15th.
- When i called on tue. the 15th i was told the jacket would be shipped on wed. the 16th and a notification with tracking number would be mailed to me.
- When i got no mail that day, and called again, i was told that the jacked had been shipped out, which was not true and the tracking number i got during that phonecall was a wrong one and belonged to a known kollege.
- On thursday the 17th when i called again to finally clarify the status of my order, i was told by a gentleman (you, Mr. Botwright again i assume) that there was a problem with the horsehide in stock and with some specifications of my jacket and that this jacket has still not been shipped out. I was told the shipping would happen for sure within the next week and a tracking number would be mailed to me than.
- The jacket arrived on april the 22nd in a plastic bag (!) and cought me by surprise because i had not received either a notifikation-mail or a traking-number. It came in brand new condition although i had ordered a slightly predistressed Jacket.
- The Jacket does not fully meet the ordered Kitter spec´s. There is for example the zipper that ends above the seam, the collar that is standart made and other details.
Please realize that you not only hurt your reputation but Marcs as well by not following the specs you were given by marc.
The question that comes to mind is: are you knowingly misleading your customers? Why don´t you give out the correct facts/timelines/Jackets? Customers (for the most part) do understand if there are delays or problems but they want to become informed and kept updated.
To me (and some others) it looks like there is a lot of work to be done. Especially on the communications and service.
I have to admit that not all orders go that way but this is by far no single case!
Therefore i decided that i will not order from you again in the foreseeable future because i am most displeased with your treatment of me as a customer. Some others are still undecided yet and their decision partly depends on your answer to this mail i assume.
I (and some others) are not amused and we are curiously looking forward to your reply!
Best regards from Germany and good luck for the future
Signature
Hans
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