Kitbag (Yet Another Complaint) - Accountability Options?

[Sensei]

So I've seen a number of complaint's over the kitbag deal and their operation of Everton Direct and unfortunately i now have a complaint to add to those already on public record.

The reason for this thread is to see what options are available for Kitbag's accountability, seeing as we are contracted with them for another 9 or so years surely we as fans can demand a certain level of professionalism from them? I understand they pumped 32m into the club for this deal but that doesn't excuse poor customer service and un-reliability....

The following is a series of e-mails sent between my partner and the customer service team over a very simple order placed over the Everton Direct Website... I know 50 pounds is only 50 pounds but it's the morality of the issue, it would be the same if it was only an 8pound Beach Towel...


My Partner in Blue....Those Lot Appropriately in red...(The colour they actually responded in:blink: )

Sent: 05 August 2013 22:51
To: customerservices@evertondirect.evertonfc.com
Subject: Re: Order Number: EVE-25396030

To whom it may concern
I am still awaiting the arrival of Order Number: EVE-25396030... I haven't
been provided any tracking details to monitor its travel here,however off
past ordering history from your store we are in the time period where it
ought to have arrived.

Any information as to my orders whereabouts would be greatly appreciated




Dear April

Thank you for your email to Everton Direct Customer Services.

I can confirm your order was dispatched with DHL Global on a standard delivery method on 18/07/2013.

This service should take 7-10 working days for delivery; If after this period the order remains undelivered, please allow a further 10 working days before we can investigate the status of the order.

Therefore, if you have still not received your order after the 20 working days which is 10/08/2013 please contact us again and we will then be able to advise you further.

Please note that tracking numbers are not provided with this service.


If at any time you wish to contact us, please get in touch with our Customer Services team who are here ready to help you.
Email us at customer.services@evertondirect.evertonfc.com or call us on +44 (0) 871 663 1878 between 8am and 8pm Monday to Friday, 10am to 4pm on Saturday and Sunday.


Kind Regards

Noriko
Customer Services Team

Hi,

It is now the 13th of August which exceeds the 20 business days and still there is no sign of my order EVE-25396030

Are you able to Chase it up for me? I'm a little apprehentious about purchasing the new away strip until I know it'll make it here...

It would be most appreciated

Dear April

Thank you for your email to Everton Direct Customer Services.

We are sorry to hear that your order remains undelivered, please can you confirm the complete shipping address so that we can investigate the status of your order and should your address match our records please choose from one of the following options:-
A resend of the order – This is subject to stock availability, if we are unable to supply due to stock then a full refund will be given.
A refund of the order – A full refund, this will take up to 3 working days to show back into your account.
Please accept our sincere apologies for any inconvenience this has caused.


If at any time you wish to contact us, please get in touch with our Customer Services team who are here ready to help you.
Email us at customer.services@evertondirect.evertonfc.com or call us on +44 (0) 871 663 1878 between 8am and 8pm Monday to Friday, 10am to 4pm on Saturday and Sunday.


Kind Regards

Noriko
Customer Services Team
Hi,

My address is ** ******* **, *********,Queensland, 4870, Australia

I would like to take the option of a re-send as my partner who I am buying these for really loves polo's and that was by far his faviourite choice...

If its no longer available what would be the cost difference between these two items and an XL Mirallas Away Strip?

Also would there be any chance of sending the items through DHL Express so we can track their delivery?

Thanks,
April
Dear April

Thank you for your email to Everton Direct Customer Services.

Please note the following item is now out of stock and will have to be refunded:

- Everton Arms Polo Top - Aqua Large

Unfortunately we are unable to amend the resend order. We are unable to resend the order via trackable express delivery. However we can refund the order for you and then you place a new order with the same items using express delivery.

Please advise how you would like us to proceed with your order.


If at any time you wish to contact us, please get in touch with our Customer Services team who are here ready to help you.
Email us at customer.services@evertondirect.evertonfc.com or call us on +44 (0) 871 663 1878 between 8am and 8pm Monday to Friday, 10am to 4pm on Saturday and Sunday.


Kind Regards

Noriko
Customer Services Team
So really you are telling me you are unwilling to assist me even though its your company that failed in their side of the transaction...

I just checked the site and the polo is AVAILABLE in XL....

Please can I have it in XL with the dvd?

A refund dosen't help me yet it seems that's what you guys are pushing for

As for Express post are you telling me that your company is unwilling to cover the small cost involved with upgrading to express after stuffing up my last order?

I get items sent to me from all over the world on a regular basis, I operate two retail outlets myself... I have dealt with dhl many times and I have NEVER had an item go missing which makes me suspicious as to the competance of your team and the reason for my package not arriving?

Could you please forward me a reciept from DHL Global confirming the item was sent so I can launch my own investigation with them as for a global exporting company this completely unacceptable...

Please send the XL shirt and the DVD in replacement of the missing items
please also ask somebody to upgrade to Express Mail if not please send me details to where I can transfer however many pounds it will cost for this upgrade as I'm sure it's a pittence. However I would imagine good customer service dictates you would honour this request ​

So essentially the item is sold out since losing mine, they are un-willing to change the order to ensure i recieve some products as appose to a refund and they are un-willing to upgrade to express delivery after bolloxing up my first order?

These are all very basic customer service failures...but these are the guys representing our club and it's merchandising it's ridiculous...

If you have also had poor customer service from these guys please post your story here and once we have a few i will forward back to Noriko at the customer service team and hopefully provide some insight to how poor they are performing

My Partner and I operate a Mixed Martial Arts merchandising store ourselves and if this was to happen in my store i would meet the customers requests in an instant!

Much love all
COYB

 

[steken1]

To be fair mate you aussies can't really complain. Harold bishop took 8 years to turn up once.

 

[Goat]

They offered you a full refund bro.

Seems reasonable to me.

 

[Sensei]

To be fair mate you aussies can't really complain. Harold bishop took 8 years to turn up once.

LMAO

@MoutsGoat

like i mentioned in the beginning of the post...it's not the $$

It's the fact i live in Australia and want merchandise...and they can't honour an upgrade to express delivery even though it's their end of the transaction thats failed

 

[Goat]

Kitbag are pyar bells.

 

[Fensta]

Amateurs.

 

[Dell Boy]

LMAO

@MoutsGoat

like i mentioned in the beginning of the post...it's not the $$

It's the fact i live in Australia and want merchandise...and they can't honour an upgrade to express delivery even though it's their end of the transaction thats failed

You've got a strong point there - they've taken the p*ss with that order.

 

[McBain]

To be fair mate you aussies can't really complain. Harold bishop took 8 years to turn up once.

Seriously, can you Pommies please stop watching this show? You're the ones paying for it and I for one have had enough.

In response to the OP, shocking Customer skills once again from the shop there. I just wouldn't buy anything from them. Try ebay.

 

[Blue Cheese]

Not the greatest customer service, but they haven't done anything wrong at the end of the day They offered you a replacement which was out of stock and then a full refund, that's all they are supposed to do under the sale of goods act in the UK(not sure how this translates internationally.

You are also asking a customer service team member probably some little snot jockey on summer break to redo your order for you but changing it for something else and adding a dvd, that's asking for more problems. Take the refund and reorder your items.

They could have been a little more helpful but they have followed procedure that is set up by kitbag not noriko.

 

[chrismpw]

This is the uk, mate. Since we stopped making things in the 80s due to the facts that: a) the fat cats were unwilling to invest in updated machinery and b. the unions were suspicious of updated machinery, we're a services lead industry base that delivers "service."


Obviously TALKING about delivering service using terms like "quality" and "customer focus" is an awful lot cheaper than actually delivering those things. Further, the bigger companies have cottoned onto the idea that if you GENERATE bad service, you can set up a complaints department that is accessed via a premium rate phone number and "make" (collect) profits that way too.


It's uk big business since the late 1980s.... it's what we do!


(Retires muttering bitterly)

 

[Sensei]

This is the uk, mate. Since we stopped making things in the 80s due to the facts that: a) the fat cats were unwilling to invest in updated machinery and b. the unions were suspicious of updated machinery, we're a services lead industry base that delivers "service."


Obviously TALKING about delivering service using terms like "quality" and "customer focus" is an awful lot cheaper than actually delivering those things. Further, the bigger companies have cottoned onto the idea that if you GENERATE bad service, you can set up a complaints department that is accessed via a premium rate phone number and "make" (collect) profits that way too.


It's uk big business since the late 1980s.... it's what we do!


(Retires muttering bitterly)

That Sir, Deserves a round of applause hahahaha

 

[USABlue]

wow this made me depressed lol ordered a shirt from kitbag about a week ago with no tracking details (US shipping address) and now i feel like i'll have the same issue

 

[Papa Shango]

I got the rather sexy France home shirt off them for 10 quid. They are OK in my book.

 

[Kurt.]

I think part of the KitBag deal was to popcorn the shizz out of deported convicts........ they seem to be fulfillinf their obligation. Move along, nothing to see here.

 

[Moomin]

Is your name Splinter?? And does your wife April work as a journalist??