Greyhaze.co.uk - Never again.

[Marcus]

So I placed an order yesterday morning for a dark horse RDA and some 24g & 26g 317L wire.
I specifically checked the cut off time for orders (1pm) and checked that they offered next day delivery should I choose to upgrade my shipping.

Placed my order at 11.51am and paid an extra £7 for shipping to get it next day, or so I thought.
Come around 4pm and I hadn't received my dispatch email and my account was still showing unfulfilled

So I rang up the main number after having to search around for it and got through to someone who confirmed they dealt with the Web orders.
I offered him my order number to which he declined yet proceeded to tell me that all orders were being packed and it would be sent out as expected.

Well to cut to the point.. Despite numerous calls and emails I have still not had anyone contact me back or even acknowledge my emails.

I recieved an automated email this evening to say my order will be shipping out to me so im sure they have seen my emails or been around to return my calls.

They are quick enough to reply back whenever I have a query about placing an order yet when they cock up getting my order out its impossible to get acknowledged.
If it was free shipping I could understand but I paid to have it specifically delivered today so I'm sure you can see why it's pi55ed me off.

It was quite a substantial order yet you get treated like Crap, yet an £11 order with another vendor and I had an email and my tracking number before I had even logged out of my eBay account.

Sorry for the long rant!!! Just really REALLY peed me off.

Rant over

[Greg]

I guess things go awry from time to time and it's dissappointing of course. Perhaps ask them to refund any additional postage costs for next day

[Marcus]

The thing is I understand things sometimes get overlooked which Is the reason I called them in the afternoon and tried to give them my order number! The guy couldn't have sounded any less interested and if he had taken my order number as I wanted then maybe it would have been shipped.

As for refunding me postage, just a reply back would be fine with me but it's the fact they have ignored my emails and despite multiple calls have failed to return just 1 of them.

To some this might seem like a Petty little thing but it's all the things that caused my order to be delayed and the lack of customer service AFTER I have spent my money which is the most annoying

[PinkyPuff]

Let's just hope your things arrive.If was me I will not order again.
No matter how small or big is the order customer service should be there.

[Marcus]

Yeah, they bloody best arrive

And totally agree, you don't realise what a company is like until something goes tits up and you have an issue.

Quick to take your money, but not soo quick to reply and take responsibility for their mistake.

If I could have got it anywhere else in the UK I would have canceled it today when it never arrived but sadly they are the only place with it in stock... I probably couldn't have got ahold of them to cancel it anyway

Lesson learned.

The bit that made it worse was just how great the customer service was when dealing with ecolux this afternoon, regardless of order value your customer service experience accounts for a large part of your overall opinion on a company.

[Tom]

Vendors have to be careful with this. Alright the amount you spend should not really matter but when you are spending that much you at least want someone on the other end of a phone to sound half interested in helping you out.

Little do they know (obviously) how much word of mouth, recommendations and customer experiences are shared amongst our tight community.

Thanks for sharing Marcus

Hope you get your order tomorrow.

[toots]

I would still email them again and ask for the extra in postage you paid for next day delivery. I mean they did not adhere to their own contract/policy.

If they do end up giving you back the postage costs I'd then write another email and tell them you wouldn't ever use their company again, plus that you'd reported their bad customer service on a forum as a warning to others.

[padiho]

Oct 14, 2014 16:59:07 GMT Marcus said:

To some this might seem like a Petty little thing but it's all the things that caused my order to be delayed and the lack of customer service AFTER I have spent my money which is the most annoying

I don't think it sounds petty at all..IMHO you have every right to be annoyed. I'm waiting at the moment for juice.from a different vendor to yours..ordered 8 days ago, emails appear to be being ignored. I won't name and shame just at this moment but if I don't get a reply soon...I will

[gill2009]

 Not petty at all Marcus...I'd be peed off with them as well...& am loathe to order from them anytime soon.

 Thanks for posting this info !

[Greg]

I've used Greyhaze numerous times without issue although admittedly not next day postage.
I understand the disappointment here and the attitude of one person there seems to be have been quite poor but then just about everyone can have a bad day and I know that doesn't help the OPs position.
But I'm not convinced a vendor should be castigated for one bad experience.

Anyway I'll leave it at that, everyone's entitled to vote with their money as they see fit

[Marcus]

Cheers guys, makes me feel a little bit better that its not just me being petty.

This is something i hace been waiting for for a good few weeks so when I read back I thought maybe im just over reacting and didnt wanna come across as some whiney little bitch.

Will email them again tomorrow and see if i actually get a reply.
Doesnt fill me with confidence if I needed to contact them to return an item

[Balllsy]

I think if you ordered before the cut off time you should have received it.

Billy doesn't seem to have been on here since August but I think he should be tagged all the same.

Billy | GreyHaze

[Marcus]

Yep, tag away... If you can get ahold of them your doing something better than me

Like I keep saying, it's the fact I called up in the afternoon and wanted to give the guy my order number to be sure it would go out and none of this would happen but he didn't want to know.

Dont wanna dwell too much, it's done now! I just hope they acknowledge my complaint and actually reply back to one of my (many) emails
Will update when I have any more info.

I'm not in the habit of talking Crap about people's business but I feel this post has a right to be here, after all its for feedback on vendors! That includes the times they get it wrong.

[Deleted]

Oct 14, 2014 18:48:32 GMT Marcus said:

Yep, tag away... If you can get ahold of them your doing something better than me

Like I keep saying, it's the fact I called up in the afternoon and wanted to give the guy my order number to be sure it would go out and none of this would happen but he didn't want to know.

Dont wanna dwell too much, it's done now! I just hope they acknowledge my complaint and actually reply back to one of my (many) emails
Will update when I have any more info.

I'm not in the habit of talking Crap about people's business but I feel this post has a right to be here, after all its for feedback on vendors! That includes the times they get it wrong.

I'm glad you have posted the problem, as that helps me decide whether to use a vendor. Its about how many mistakes and how they deal with it now as anyone can make mistakes. If I see too many mistakes from a vendor posted ie crap cs/support... simples I don't use them. Glad you have posted the problems as I was thinking of ordering some GPLAT type wire.

The opposite works with an exceptional vendor. If I read good things I use them.

[Marcus]

Thats what I'm waiting for as well, in 24 & 26g
I don't like publicly bashing a company but when it goes on over 24hrs and nothing is done I felt that I needed to vent and it just so happens that AAEC is my new home on the Web

Don't get me wrong, if they rectify it then I will be the first to updated this post.
Same goes for positive feedback, I dealt with ecolux today for some new batteries and had a few questions I needed answering.
The service was by far the best I have ever experienced and to get the tracking number minutes after paying.. I guess he prints postage labels through PayPal because I've never had service like that before
Unless.... he sits with a big bag of batteries in the post office on his phone all day, ready to post when you order hehe