| Online shop orders 12:00 - Jun 10 with 5595 views | Stanisgod |
I ordered sixty quids worth of stuff from the shop the day they reopened, I think the 25th May. E mail to say it was despatched 28 th and currently up to 14 days royal mail.
Nothing yet so sent them a message on the online shop any questions link yesterday and this morning, no answer.
Any any suggestions as to who else I could contact and is anyone else waiting for stuff? |  |
| It's being so happy that keeps me going. |
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| Online shop orders on 12:02 - Jun 10 with 3625 views | Pikey |
Just had an email from Aaron at club shop to sag he is only one working and apologises for the delays in getting things out. Quite a long email and overly apologetic in these times but well done Aaron. |  | | |
| Online shop orders on 12:17 - Jun 10 with 3564 views | LowerloftLad |
I ordered some items from the club shop last week got the email to say could take 14 days but I did think it may take longer than normal |  |
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| Online shop orders on 12:22 - Jun 10 with 3551 views | jeffranger |
Hi Jeffrey,
Firstly I need to apologise for the delays and lack of communication. I know that it doesn't change things in terms of your experience but I hope to offer some explanation; I am the only person managing the customer response side of things for the Online Superstore due to having to place team members on furlough leave and I am doing my best, but I am struggling to be able to respond or answer the majority of emails and phone calls. It isn't good enough, and it is something we are looking at how we can improve going forwards, but again that takes time and people that we currently don't have.
I am also working remotely, so it has been a communication challenge to pass on the details to the small team working at the warehouse and get responses back for every order. They are working as hard as they possibly can to pick and pack orders, and any time taken away from them doing that then adds further delays. To maintain a safe working environment for our team we can only have the minimum number of people in the warehouse, and they have to keep safe distancing and follow thorough cleaning processes. This has meant they are only able to fulfil a certain number of orders a day.
The impact on staffing was sudden and we weren't prepared for the impact it would have on customer orders, and we can only apologise again. Issues with Royal Mail tracking and stock levels have also been unexpected and we just haven't had the staff to be able to deal with it effectively. We are currently waiting on printing materials so personalised shirts are further delayed, and we are awaiting further stock deliveries.
This has been a very steep learning curve for us and we hope that we can only do better going forwards. Our team are also customers and know how we would feel in your shoes, especially those of you who have ordered for birthdays or gifts and feel let down that we haven't delivered in time for those.
Again, our sincerest apologies for the delays, and sorry from me personally for not being able to give the standards of customer service expected. Thank you for your continued support and ongoing patience.
I respectfully ask that you don't reply to this email as that will flood my inbox and I will not be able to respond to everyone. Please continue to be patient with us.
Many thanks,
Aaron
QPR Online Superstore | | | |
| Online shop orders on 12:35 - Jun 10 with 3520 views | DubaiR |
Had the same reply as everyone else. At first I thought fair play that's a nice touch but its just a template thats goes to everyone. |  | | |
| Online shop orders on 12:35 - Jun 10 with 3519 views | Stanisgod |
| Online shop orders on 12:22 - Jun 10 by jeffranger |
Hi Jeffrey,
Firstly I need to apologise for the delays and lack of communication. I know that it doesn't change things in terms of your experience but I hope to offer some explanation; I am the only person managing the customer response side of things for the Online Superstore due to having to place team members on furlough leave and I am doing my best, but I am struggling to be able to respond or answer the majority of emails and phone calls. It isn't good enough, and it is something we are looking at how we can improve going forwards, but again that takes time and people that we currently don't have.
I am also working remotely, so it has been a communication challenge to pass on the details to the small team working at the warehouse and get responses back for every order. They are working as hard as they possibly can to pick and pack orders, and any time taken away from them doing that then adds further delays. To maintain a safe working environment for our team we can only have the minimum number of people in the warehouse, and they have to keep safe distancing and follow thorough cleaning processes. This has meant they are only able to fulfil a certain number of orders a day.
The impact on staffing was sudden and we weren't prepared for the impact it would have on customer orders, and we can only apologise again. Issues with Royal Mail tracking and stock levels have also been unexpected and we just haven't had the staff to be able to deal with it effectively. We are currently waiting on printing materials so personalised shirts are further delayed, and we are awaiting further stock deliveries.
This has been a very steep learning curve for us and we hope that we can only do better going forwards. Our team are also customers and know how we would feel in your shoes, especially those of you who have ordered for birthdays or gifts and feel let down that we haven't delivered in time for those.
Again, our sincerest apologies for the delays, and sorry from me personally for not being able to give the standards of customer service expected. Thank you for your continued support and ongoing patience.
I respectfully ask that you don't reply to this email as that will flood my inbox and I will not be able to respond to everyone. Please continue to be patient with us.
Many thanks,
Aaron
QPR Online Superstore |
Thanks for that Jeff but obviously my stuff has been sent so not a problem of waiting for them to pick and pack, more a delivery problem. | |
| It's being so happy that keeps me going. |
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| Online shop orders on 12:59 - Jun 10 with 3469 views | CliveWilsonSaid |
Yes same thing here. I ordered on the 18th May and received the dispatch email a few days later. Royal Mail delivery up to 14 days. The tracking number doesn’t seem to work either. Still nothing. I haven’t bothered chasing it up yet. |  |
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| Online shop orders on 13:16 - Jun 10 with 3408 views | TacticalR |
I get the impression Royal Mail is overwhelmed. |  |
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| Online shop orders on 13:30 - Jun 10 with 3368 views | A40Bosh |
I ordered 2 x Polo Shirts with my QPR Cash balance just the other day and go that email even though I had not contacted the club.
If there are long delays then that might increase the chances of me being able to fit in to them when they arrive as I thought over the weekend that it was way past time to start getting the bikini body ready for the back garden summer (that is if we have't already had summer).
#CarbFluSucks |  |
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| Online shop orders on 13:31 - Jun 10 with 3362 views | Antti_Heinola |
| Online shop orders on 12:35 - Jun 10 by DubaiR |
Had the same reply as everyone else. At first I thought fair play that's a nice touch but its just a template thats goes to everyone. |
a bit harsh mate. |  |
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| Online shop orders on 13:44 - Jun 10 with 3329 views | DubaiR |
Wasn't meant as a dig, just saying at first I read and thought (as it read) was a nice personal touch. But it is just a template sent out to everyone.
I get people are working with reduced numbers due to Furlough but had no issues with orders from the likes of Next. This surely is one area the club could be making money during a time where income is greatly reduced.
Arron is a decent bloke so wasn't a pop at him. | | | |
| Online shop orders on 13:54 - Jun 10 with 3314 views | LeedsR |
I’m still awaiting an order from March!! |  | | |
| Online shop orders on 15:28 - Jun 10 with 3245 views | A40Bosh |
| Online shop orders on 13:54 - Jun 10 by LeedsR |
I’m still awaiting an order from March!! |
I'll definitely be able to fit in to my new polo shirts in that case.
Might get them in time for the next visit to a game at LR | |
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| Online shop orders on 15:56 - Jun 10 with 3208 views | Stanisgod |
| Online shop orders on 12:59 - Jun 10 by CliveWilsonSaid |
Yes same thing here. I ordered on the 18th May and received the dispatch email a few days later. Royal Mail delivery up to 14 days. The tracking number doesn’t seem to work either. Still nothing. I haven’t bothered chasing it up yet. |
Same here with the tracking number. No go. | |
| It's being so happy that keeps me going. |
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| Online shop orders on 16:35 - Jun 10 with 3170 views | Juzzie |
I bought a second hand water-proof camera on ebay and it took a month to arrive. Not bothered as I'm not going anywhere but just had to be patient as all these services are at capacity and then some. |  | | |
| Online shop orders on 16:39 - Jun 10 with 3162 views | Match82 |
| Online shop orders on 13:44 - Jun 10 by DubaiR |
Wasn't meant as a dig, just saying at first I read and thought (as it read) was a nice personal touch. But it is just a template sent out to everyone.
I get people are working with reduced numbers due to Furlough but had no issues with orders from the likes of Next. This surely is one area the club could be making money during a time where income is greatly reduced.
Arron is a decent bloke so wasn't a pop at him. |
To be fair though selling apparel is Next's entire business whereas in theory at least, we are a football club. |  | | |
| Online shop orders on 19:15 - Jun 10 with 3050 views | CliveWilsonSaid |
| Online shop orders on 16:35 - Jun 10 by Juzzie |
I bought a second hand water-proof camera on ebay and it took a month to arrive. Not bothered as I'm not going anywhere but just had to be patient as all these services are at capacity and then some. |
Yeah I said on another thread that I bought a musical instrument on Ebay in April. It's been returned to sender twice now. Second time it was returned to someone in Liverpool who just so happened to have the same name as the sender. Still waiting. Give me strength! | |
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| Online shop orders on 19:30 - Jun 10 with 3029 views | Hayesender |
| Online shop orders on 13:16 - Jun 10 by TacticalR |
I get the impression Royal Mail is overwhelmed. |
We are, but we're concentrating more on getting parcels delivered than letters atm, due to parcel volumes being busier then Xmas.
Surprised it's taken that long tbh |  |
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| Online shop orders on 20:22 - Jun 10 with 2976 views | CliveWilsonSaid |
| Online shop orders on 19:30 - Jun 10 by Hayesender |
We are, but we're concentrating more on getting parcels delivered than letters atm, due to parcel volumes being busier then Xmas.
Surprised it's taken that long tbh |
For the record my other problem (non-qpr delivery) was with Hermes. Not Royal Mail. | |
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| Online shop orders on 17:44 - Jun 11 with 2777 views | Stanisgod |
| Online shop orders on 12:35 - Jun 10 by DubaiR |
Had the same reply as everyone else. At first I thought fair play that's a nice touch but its just a template thats goes to everyone. |
Glad you had a reply, sent an email 3 days in a row now and nothing. Local postie says there's no reason my package shouldn't have been delivered well before now if it was posted on the 28th, probably lost, as they are not that far behind.
Sixty three quids worth of gear floating round somewhere. Wc | |
| It's being so happy that keeps me going. |
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| Online shop orders on 21:11 - Jun 15 with 2598 views | CliveWilsonSaid |
Anybody had any luck sorting this out? It's been nearly a month since my purchase and still nothing. I'm going to email them tomorrow but was wondering if anyone has had any success. Cheers. | |
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| Online shop orders on 10:51 - Jun 16 with 2381 views | loftboy |
| Online shop orders on 21:11 - Jun 15 by CliveWilsonSaid |
Anybody had any luck sorting this out? It's been nearly a month since my purchase and still nothing. I'm going to email them tomorrow but was wondering if anyone has had any success. Cheers. |
My son ordered a couple of mugs in March and hasn’t heard anything. |  |
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| Online shop orders on 10:54 - Jun 16 with 2377 views | DubaiR |
Nothing at all my end, got the generic email where it asks you not to reply. That's great but money went out of the account instantly and like you over a month and nothing. | | | |
| Online shop orders on 13:43 - Jun 16 with 2322 views | Stanisgod |
| Online shop orders on 21:11 - Jun 15 by CliveWilsonSaid |
Anybody had any luck sorting this out? It's been nearly a month since my purchase and still nothing. I'm going to email them tomorrow but was wondering if anyone has had any success. Cheers. |
Managed to get an answer on the fourth email, still no stuff, he said he didn't know what had happened to it and was sending it to the finance depot for a refund.
So how I chase them I have no idea as 33 pound QPR cash is part of my refund which I believe runs out soon, so do I just lose it when it's not my fault?
He can't repeat the order as most stuff I ordered is now out of stock, utter shambles. | |
| It's being so happy that keeps me going. |
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| Online shop orders on 13:50 - Jun 16 with 2301 views | BazzaInTheLoft |
| Online shop orders on 10:51 - Jun 16 by loftboy |
My son ordered a couple of mugs in March and hasn’t heard anything. |
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