Olliestrolleys Reviews 5

Received an abusive call from this company calling me a scammer, just because I requested a return (within the returns period, and in a resaleable condition) as I wasn’t happy with the quality of the item.

Outstanding service.
Ordered a trolley on Friday and called the following Monday for an update.
Spoke to Steve who was very knowledgeable, helpful and kind. Just a little while after the conversation the trolley arrived with a very friendly APC driver.
I would definitely use their services again and highly recommend them.
This is good old fashioned customer service at its best.
Thank you!

Very good service, with vast selection of trolleys, explained postage costs in detail for Highlands & Islands.
Solid seller also good 👍dispatch.
Thank you.

I placed an order for a Stair Climbing Sack Truck on the 29th December, selected and paid for next working day delivery.

I was only told in the confirmation email after the order had been placed that "due to the current COVID-19 situation and the seasonal high volume of parcels please bear in mind that dispatch may be delayed until after the new year"

I emailed them saying I was having issues with the tracking site and could they confirm APC website details and delivery status regarding my order.

I also included that whilst appreciating the current situation with Covid and seasonal high volume, that I would still expect to receive my order according to/ in expectation with what I paid for, and what was described on their website - which didn't mention anything about the delay), and if there was a delay I would be requesting either a full or partial refund for the delivery cost.

This was their reply (unaltered)

"Good Morning Hal

I am somewhat baffled and surprised by your email

Your order has not even been collected yet as you ordered it yesterday (at a time when most companies are closed for the holiday) and yet you are already complaining about delivery ?

We understand that the website states 95% next day – but that applies under normal circumstances – not during a bank holiday period in the middle of the worst pandemic seen for over 100 years

Your order was scheduled to be collected by APC today – this is the reason that it does not appear on the APC interface

Since we are in a situation with COVID19 that is worse than at any time since the pandemic began, I cannot give you a firm delivery date and will not be in a position to give you any refund in carriage

Given the above I have cancelled your order and will refund you in full

Many Thanks
Steve
Customer Services"

I wasn't complaining about delivery - merely that
1.Trouble with the APC tracking info
2. My expectations that should delivery not be met in accordance with what I was expecting (and paid), that I would have expected a full or partial refund for the postage amount.

Having worked in customer service roles in the past - the reply could have been handled much better and (in my somewhat lengthy reply), actually suggested the following as an example

“Good Morning Hal

Thank you for your email - just to confirm your order will be collected today with a view to be delivery by 31st December.

However, whilst every effort will be made to deliver by this date; due to the situation with the COVID pandemic we unfortunately cannot guarantee this date. We will keep you updated should there be any substantial delays to your delivery date. You can also track your order via our couriers website (APC) using your consignment number 000xxxx as well as your post code, once the order has been collected - I would recommend checking from tomorrow (31 December).

If however, this will cause you any issues or disruption due to the delay with delivery, you may cancel your order any time with us, by replying to this email.

Many thanks.... “

Instead I received (what I would consider to be) a condescending email and a cancelled order.

Would you say this is good customer service / experience?

NB:- I am happy to say the response to my lengthy email was much better - but still doesn't explain or excuse the above, and that I still have to find a company to buy another trolley from.

Outstanding customer service! Aftercare superb, can't praise them enough for caring even after they have your money. Product good quality and fast, reliable delivery. Friendly and helpful by e-mail or phone. It's a shame it's not the kind of item I need lots of or I'd be ordering from them every week.