www.CUSTOMPCPARTS.ie Reviews 

Reply from www.CUSTOMPCPARTS.ie

Dec 3, 2019

Thank you for your review.

Reply from www.CUSTOMPCPARTS.ie

Nov 28, 2019

Sebastian ,

Your order was delayed and we explained this to you and offered a number of alternatives.

Your order was affected by the fact 2 shipments were send from Germany with Fedex which is against our terms of business.

We do not and never will ship goods into Ireland using Fedex based on their past level of bad service.

Your order contained an Asrock Z370 Killer Sli Motherboard which was end of life and was not available from our own stock.

We carry in excess of 11,000 items on our website which makes it impossible for us to carry everything in stock here in Ireland even allowing for the fact we have more than €500,000 of stock available locally.

Special order and non stock items are ordered each evening and normally arrive into our facility within 24 to 48 hours.

On the 15th and 16th of November 2019 one of our vendors chose to ship with Fedex and we did not know there was an issue until we did not receive the delivery on the specificied date.

It is specified in our contract of supply with all of our vendors and distributors that Fedex should never be used to ship goods into us here in Ireland however on this occasion human error was behind a vendor sending our goods with Fedex.

Once we were aware that Fedex had misrouted our parcels to Russia , Croatia and the Czech Republic we reordered the items from the 2 affected orders to ensure the 150+ affected orders were delivered within the 4-7 business days as stated on our website.

In fact most customers never even knew there orders were delayed becasue of this Fedex issue
as we still delivered the bulk of these orders in less than 5 days.

Unfortunately a small number of orders ( 7 ) were delayed becasue the items missing from the orders were not available for reorder.

The motherboard which was the problem on your order had no stock available with only 1 piece showing from Asrock in Europe and this item was in fact our stock !

We offered alternatives to the affected customers however there was no alternative Z370 Killer as this motherboard ended with the Z370 series and never had a Z390 version.

This was why we contacted you and offered a different manufacturers Z370/Z390 as an alternative.

The shipments misrouted by Fedex arrived at our warehouse on the 27th of November 2019 more than a week after they should have arrived without so much as even an acknowledgement from Fedex that they had caused issues for us and our customers.

Unfortunately things went wrong here and there was no alternative available and this was why we contacted you and asked if you would look at a different version of the Z370/Z390

We carry in excess of €500,000 of stock here in Ireland however as we offer over 11,000 items we cannot have everything in stock in Ireland. Our stock availability however affords us the option to provide alternative options should there be an issue.

I am sorry we could not help you and for this delay but please understand that what delayed your order was outside of our control/

Reply from www.CUSTOMPCPARTS.ie

Nov 28, 2019

Your order for a Logotech WebCam at our Part Store was received at 18.38 on the 13th of November 2019 and the order was processed on the 14th of November 2019 with your estimated delivery date stated as the 26th of November 2019 ( 4-7 business days from date of order with a same day processing cut off of 2.30PM).

Your order was shipped on the 27th of November 2019 which was a little longer than the estimated delivery date for this special order item.

We notified you by email that the item was delayed and we explained that your order was a number of orders affected by the fact one of our suppliers shipped an order to us here in Ireland on the 15th of November 2019 with Fedex. This is against our terms of business based on our past experience with Fedex. Logitech products are not stock items for us here in Ireland and are shipped to us at the end of each day direct from Germany. Unfortunately the German vendor made an error which resulted in a number of boxes which were destined for us here in Ireland being shipped to Croatia , Russia and the Czech Republic. Yes we agree Fedex could do with a compass as their GPS clearly does not work.

We do not and never will allow our distributors or vendors to use Fedex to ship into Ireland however this was simple human error and has now been dealt with.

We mitigated the issue for the vast majority of our customers by reordering the missing stock which was travelling around Europe however your Webcam was not available for reorder and we had to wait until the missing stock arrived at our facility in Ireland.

Unfortunately Ireland is an island and all goods must be shipped into Ireland. We carry in excess of €500,000 of stock here in Ireland however it is impossible to stock absolutely everything based on the fact we offer over 11,000 items on our website.

We have already apologied to you for the delay with your order but please understand that this was a very unusual set of circumstances and aspects of the issues were outside of our control.

Regards

Reply from www.CUSTOMPCPARTS.ie

Nov 24, 2019

Our stated delivery term is 4 to 7 business days from date of order with a same day processing cut off of 2.30PM.

Your order was placed at 19.56 on Thursday the 31st of October and shipped on Wednesday the 6th of November 2019.

Your day of processing was the 1st of November 2019 based on when you placed your order and we shipped to you on the 4th business day.

We process and ship all orders in the fastest time possible .

We cannot process or deliver orders on weekends ( saturdays or sundays) or bank holidays however we believe the stated delivery time which has a 4 business day delivery success rate of 80% to be Irelands most reliable , competitive and timely service.

We are sorry you do not see it the same and I can only hope the information above will help you understand the effort we go to to ensure a prompt and reliable delivery service to all of our customers in Ireland.

Reply from www.CUSTOMPCPARTS.ie

Nov 20, 2019

Thank you for your review

Reply from www.CUSTOMPCPARTS.ie

Nov 8, 2019

Please accept our apologies for the delay with your order.

The Intel 6500 is no longer a stock item and was ordered in with an order from Germany which
was shipped with Fedex on a 3 day service to our facility in Ireland. The shipment was misrouted to Croatia by Fedex and took 8 days to arrive into our facility. Our support team realised the shipment was missing a reordered all of the missing items on the 4th day however due to the weekend both the missing order and the replacement orders arrived with us on the same day and this is why you CPU took longer than expected.

We carry most Intel 8th and 9th gen CPUs in stock here in Ireland and even some 7th gen CPUs however we no longer carry any 6th gen CPUs or this issue would not have happened !

We have no excuses and we hold our hands up. Unfoturtunately being an island we have to rely on carriers to get the goods to us and on this occasion our carrier failed.

Reply from www.CUSTOMPCPARTS.ie

Nov 8, 2019

Conor ,

Your order was delayed and I will explain however first I would like to state that inefficient does not in anyway describe our staff or our partners.

I apologise for your order being delayed buy please understand the reason for the delay was outside of our control and i will explain.

Your payment was through a third party service which does not provide us with any means to easily verify the security of the order. Becasue of serious security issues with the PayPal system we have been forced to check and double check all PayPal transactions since early in 2019 and this has added days to orders. In we in fact removed PayPal as a payment option from www.CUSTOMPC.ie and www.TORQUEGAMING.ie due to the unacceptable delays forced on our customers and we will likely remove PayPal as an option from www.CUSTOMPCPARTS.ie within the coming weeks as we cannot waste our time and our customers time doing PayPals job for them.

This does not help you at this stage but please understand that we process and ship orders with a stated delivery timeframe of 4 to 7 business days with 80% of orders delivered within 4 days.

Please accept our apologies for the delay with your order and rest assured we will be removing the reason for tis delay very soon.

In 2019 many other online businesses have been forced to remove PayPal and even eBay have added another payment option which is astounding given PayPal and eBay were once the same company.

Unfortunately we decideded to wait and see in the hope this improved.

Reply from www.CUSTOMPCPARTS.ie

Oct 30, 2019

I have checked your Fastway tracking number and it shows information on the www.FASTWAY.ie website. I believe what might have happened was that you checked the tracking number on the FASTWAY.ie website prior to the parcel being collected by the local FASTWAY driver which meant he had not scanned the barcode onto their system. Unfortunately if we pack an order early in the day the collection does not happen until around 4PM. If we pack and ship and order after 4PM then the barcode will not be scanned until 4PM the following day.

Please accept our apologies for the confusion and thank you for you review.

Reply from www.CUSTOMPCPARTS.ie

Oct 30, 2019

Thank you for your review.

Reply from www.CUSTOMPCPARTS.ie

Oct 30, 2019

Thank You for your review.

Reply from www.CUSTOMPCPARTS.ie

Sep 27, 2019

Thank you for your review.

Reply from www.CUSTOMPCPARTS.ie

Sep 27, 2019

Dimitar ,

We reply to support emails and tickets business hours Monday to Friday. We do not reply outside of business hours nor on Bank Holidays , Saturdays or Sundays.

If you create a ticket or send an email on a Friday at 18.30 you will not receive a reply until the following business day which would be Monday. If you create a ticket on Monday at 18.30 you can expect a reply the following day Tuesday.

Most Tickets are answered quickly and we do everything possible to answer tickets in the shortest time possible. You must however understand that our tickets are answer by experienced technical staff and not by first line staff. We do this to ensure our customers get the right answers quickly.

The industry average response time for our business is 22 Hours however our overall response time is verified at 18.38 hours with a 95% customer satisfaction rating.

We monitor our reponse time as well as our customer satisfaction ratings to ensure we are performing to the standard our customers expect.

18% of our support tickets are answered within 1 hours
29% of our support tickets are answered within 1-8 Hours ( Same Day )
30% of our support tickets are answered within 8-24 Hours ( Placed Outside of Business Hours )
22% of our support tickets are answered within 24-48 Hours ( Weekends )

As you can see our response times are monitored and the logs are available.

You placed 3 orders with 2 of the orders shipped within 4 business days and the third order whipped within 5 business days.

The third order ( Motherboard - Monday 19.23 ) was processed the following day and shipped the following Monday for delivery on the Tuesday. Your timing was the issue with this order as the item has to come from Germany and our German orders are placed on Mondays , Wednesday and Fridays.

You will find information on this within our FAQ Page
https://www.custompcparts.ie/Frequently-Asked-Questions

We genuinely ship all orders as quick as possible however you must not remember that our supply chain extends to Benelux as we can no longer rely on the UK for shipments and many manufacturers have switched distribution from the UK to Benelux countries which increases the delivery times to the Republic of Ireland.

Regards

Reply from www.CUSTOMPCPARTS.ie

Sep 27, 2019

Thank you for your review

Reply from www.CUSTOMPCPARTS.ie

Sep 27, 2019

Thank you for your review

Reply from www.CUSTOMPCPARTS.ie

Aug 5, 2019

Thank you for your review.

Reply from www.CUSTOMPCPARTS.ie

Jul 20, 2019

We take payment card fraud very seriously and we have a zero tolerance policy. We are obliged to protect both customers , card issuers , banks and merchant processors. Our payment procedures are there to protect all parties and comply with both Irish & EU law.

We are not a DROP SHIP business. We are Irelands Number 1 PC Manufacturer and the largest stockist in Ireland of PC Components with in excess of €500,000 of parts in stock at our facility in Ireland. It is however impossible to have everything in stock and we place orders each day with our vendors and partners to ensure the widest range of components as well as continuity of supply.

Our websites updates stock quantities and pricing many times during the day to ensure up to date information is shown on our website.

Reply from www.CUSTOMPCPARTS.ie

Jul 17, 2019

Your order was delayed as your payment card provider placed your transaction " In Review ".
The most likely reason for this relates to a security issue that for example could be that the delivery address does not match the billing address or the Eircode differs or is not on file. When a card issuer does this we have no control until they release the payment. We cannot ship and order were the card issuer places a hold on the transaction. If you want the details as to why the hold was placed you need to call your card issuer or bank as they do not provide us with the information.

Here is when this happened 26 Jun 2019 12:50:53|Payment Review

Reply from www.CUSTOMPCPARTS.ie

Jul 3, 2019

Thank you for your review.