Not using Anderton's again

roberty

Had a bit of a bad experience and wasn't able to sort it out in the end after several long phone calls. It's like they don't talk to each other. Shame but there is plenty of competition

Adi

Should we officially add Andertons to the weekly moan list along with the ever-hated ebay?;)

AlbertC

well thanks for sharing, that was most enlightening

WiresDreamDisasters

I think they're great and use them all the time.

tekbow

WiresDreamDisasters said:

I think they're great and use them all the time.

+1

Although I'm not saying that they're incapable of pissing me off, but they usually my first port of call

stonevibe

https://www.andertons.co.uk/wcsstore/andertons-sas/images/errors/Site-Error-Banner.jpg

roberty

Sorry just having a moan. They recommended a case to go with a guitar they sold me and offered a discount on the case. I didn't think it would fit so asked them to check before sending it. The guitar and the case arrived and the case didn't fit the guitar. After negotiating an exchange they called me back to say they would no longer honour the discount. So they messed up and wasted my time, and then they tried to grab some more money off me

Cols

That’s a shame.  Was it a hefty discount?

roberty

Cols said:

That’s a shame.  Was it a hefty discount?

The case was discounted by £35. In the end they wanted to reduce the discount by £15 to £20. This was after lots of miscommunication and wasted time on the phone. It's petty but I would just rather not deal with them at this point. The original order was for more than £1.5k

ArchtopDave

My experiences with them have been good. There was even one occasion this year, where I bought something from them, where one of their suppliers sent them a batch of incorrect items. The staff, that I dealt with at Andertons, made every effort to sort things out and were very apologetic, even though they were not at fault. I received the correct item in the end  though the supplier in question was very slowing providing Andertons with a replacement batch.

Is there a reason why you didn't simply send the case back, and then seek out something more appropriate?? There seem to have been a number of similar Threads over the years where people have bought things, that either are not quite up to their expectation, or are a bit substandard. They haven't done the obvious of simply sending the item back straight away, and have wound up instead with variable amounts of aggro.

rlw

So maybe they could discount the first case but not the second.  Possible......

dazzajl

I’ve always found them professional and helpful but I’d not be at all happy with this. It’s their mistake, on an issue they agreed to check before shipping. It’s not acceptable to leave the customer as the one out of pocket in time
or money in this case. 

To me, the correct remedy would be to get the wrong case back and the new one out ASAP. Not try and take any extra money and offer a small store credit by way of apology. This sort of thing can happen even with all the best will but how a company responds is what we remember. It’s an opportunity to gain a loyal customer for life or lose one forever. 

roberty

dazzajl said:

I’ve always found them professional and helpful but I’d not be at all happy with this. It’s their mistake, on an issue they agreed to check before shipping. It’s not acceptable to leave the customer as the one out of pocket in time
or money in this case. 

To me, the correct remedy would be to get the wrong case back and the new one out ASAP. Not try and take any extra money and offer a small store credit by way of apology. This sort of thing can happen even with all the best will but how a company responds is what we remember. It’s an opportunity to gain a loyal customer for life or lose one forever. 

That's my thinking.  If they had done a straight swap and put £5 on my account I'd be heading straight to them the next time I felt like dropping some cash

They offered a straight swap over the phone at first by way of apology, but then called me back and asked me to pay the full price for the new case which sort of tipped me over the edge to start this thread lol

Musicman20

roberty said:

dazzajl said:

I’ve always found them professional and helpful but I’d not be at all happy with this. It’s their mistake, on an issue they agreed to check before shipping. It’s not acceptable to leave the customer as the one out of pocket in time
or money in this case. 

To me, the correct remedy would be to get the wrong case back and the new one out ASAP. Not try and take any extra money and offer a small store credit by way of apology. This sort of thing can happen even with all the best will but how a company responds is what we remember. It’s an opportunity to gain a loyal customer for life or lose one forever. 

That's my thinking.  If they had done a straight swap and put £5 on my account I'd be heading straight to them the next time I felt like dropping some cash

They offered a straight swap over the phone at first by way of apology, but then called me back and asked me to pay the full price for the new case which sort of tipped me over the edge to start this thread lol

Yep, to them that small amount is nothing, but they have caused this thread and caused you to question them.

roberty

Musicman20 said:

roberty said:

dazzajl said:

I’ve always found them professional and helpful but I’d not be at all happy with this. It’s their mistake, on an issue they agreed to check before shipping. It’s not acceptable to leave the customer as the one out of pocket in time
or money in this case. 

To me, the correct remedy would be to get the wrong case back and the new one out ASAP. Not try and take any extra money and offer a small store credit by way of apology. This sort of thing can happen even with all the best will but how a company responds is what we remember. It’s an opportunity to gain a loyal customer for life or lose one forever. 

That's my thinking.  If they had done a straight swap and put £5 on my account I'd be heading straight to them the next time I felt like dropping some cash

They offered a straight swap over the phone at first by way of apology, but then called me back and asked me to pay the full price for the new case which sort of tipped me over the edge to start this thread lol

Yep, to them that small amount is nothing, but they have caused this thread and caused you to question them.

In fairness to the guy I dealt with on the phone who was as helpful as he could be, it was his manager who blocked the exchange and made him call me back for more money

clarkefan

"And remember, don't blame the staff, blame the management" - Ben Elton

thegummy

rlw said:

So maybe they could discount the first case but not the second.  Possible......

If that's true they should have offered to take back the case for a full refund (of the case's price of course).

If they did but the OP decided to opt for an exchange instead then he's got nothing to moan about - mistakes happen that cost a little bit of time - doesn't mean they need to discount anything else they have in stock.

YellowLedBetterMan

I've always found Andertons to be the least shit of the lot. Slap PMT's customer service out of the park.

HAL9000

First port of call nowadays. Always been helpful and have resolved any issues (admittedly sometimes with a bit of prompting from me) satisfactorily.

roberty

thegummy said:

rlw said:

So maybe they could discount the first case but not the second.  Possible......

If that's true they should have offered to take back the case for a full refund (of the case's price of course).

If they did but the OP decided to opt for an exchange instead then he's got nothing to moan about - mistakes happen that cost a little bit of time - doesn't mean they need to discount anything else they have in stock.

The exchange was their idea. They offered to exchange it for no charge and then went back on themselves, we had agreed the exact exchange item on the phone. I am returning it now for a refund

merciful-evans

I have always found Andertons to be consistently average.