“Ordered via Sims detailing which is part of this company and very disappointed! They advertise a 10% discount but this is not off certain products and its not clear from the website that you dont get the discount on any items that are reduced. I raised it and was told that its hidden in the terms and condtions not great.”
“I ordered spare parts for a spray gun on the 4th of June, the parts did not arrive on the specified delivery date of 7th June. Parts still not arrived on the 8th June, after a phone call to Smart Express I am told the parts are on back order, that in its self fair enough. I then ask the question when will they be available? The answer I received was I don't know. Very poor response I feel.”
Posted 5 years ago
Hi Peter. Firstly let me apologise that you were not informed the item was on back order. This is a process that is normally carried out to manage customer expectations. I can only apologise on this occasion you were not informed. As for the phone call, I've done some digging. One of our new apprentices who was covering the phones took the call. As such she hasn't handled the enquiry as our normal team of Jon, Louise and Doug are highly proficient with these matters. I can only apologise you have been let down on two counts. This is something we are dealing with internally to ensure we don't have this scenario again. If you wanted to place an order with us again - please contact me (Matt) and I'll organise something extra for you.
Thanks again for your feedback. The Smart Express team.
“Ordered latest DuPont software disk as advertised on web site. Got old out of date disk sent. Phoned to complain and was told they would order the new disc and send it me when you got it. That was over 6 weeks ago. still waiting.”