Bloody Davenports Again!

[Guest Lock N Safe Buddy]

Placed an online order last Wednesday, still not recieved goods. Just called to find the problem, they said they didnt know why my order has not been despatched as it was on the system. Best thing is they only have half my order - when were they gonna tell me that! Think Ill stick to SKS and Aldridge in future

[Guest Cjm]

Can you tell me which company you are please? I can't tell from your profile.

I will then find out what's happened and the reason why your order wasn't despatched.

Please get back to me asap and I will sort this out. Thanks.

[alxfer]

Just to add to your ear ache CJM, I am still waiting for 2 servant keys ordered initially on 19 December. Told in January that you had no record of order (FAX). So reordered in Jan. Latest info is that the you are having trouble getting them from the company who makes them. Annoying thing is when I phone up for info 1 person in particular says they will call me back but they never do, (must have been a garage mechanic in a previous life) I will now call back on Friday.

 

T426

[3D Group]

Chris just like to inform from my latest exsperiances with your company.

WE have been buying for over 29 years from you and just lately we have had many problems. As I wholesaler in transponder keys, remotes etc I know how to be the best at our field. Unfortunatly you used to be. As I only need mortice and cylinder keys I buy about once a month. The last 3 orders I have had things have been sent incorrectly even though we have sent a FAX. Also we have been waiting upto 4 days for delivery and the few orders the box was very damaged. If things don't get sorted you will lose a long standing customer.

The only reason at the moment for me buying is some mortice and cylinder keys are better quality from yourselves. As for the incorrect products I have gave up ringing to sort it out as it cost me in time and phone calls doing this. Time is money.

 

Hope you can get back to how you where in the 90's.

[toofatbyfar]

STAFF STAFF STAFF STAFF STAFF STAFF,,,

[Guest Cjm]

I understand what you guys are saying and I will make sure that management see your comments. If either of you have something you need sorting out if you email me directly chris@davenport-burgess.com I will try and sort the problem out asap or at least give you a call back to inform you of what is going on.

Re: T426 Zoe is currently trying to get an answer for you from Union, apparently they are having difficulties supplying master suites/keys at present. I have told her to keep trying to get an answer back and to phone you either way today.

I still haven't had a response or email from the original poster, so are unable to shed any light on that problem at present.

Chris.

[toofatbyfar]

good to see davos on here, offering there help, i personally have never had a problem with ther service.

[Lee]

A big majority of these kind of supplier based gripes are simple communication problems, a simple phone call or email & everyone would know where they stood!

 

I ordered something of the internet & after waiting 2 weeks I had to contact the firm concerned (unrelated to this industry) Got an email saying they where out of stock & it would be the end of March. So why didn't they simply send me an email!

 

Nice to see Chris has grasped this concept & at least is letting his customers know the reasons behind some of the problems!

 

Good work Chris.

 

Lee

[Guest Cjm]

Thanks for the positive comments from the last couple of replies.

I can agree that it is annoying waiting for a reply from someone and not even having a phone call back at least to tell you there will be a delay.

 

Re: 3D Group

I have just looked through your last 3 orders with us and the last 2 orders have both been delivered within 48 hours of you placing the order.

Your last order was placed on 2-3-09 and delivered on 4-3-09 and the one before that was placed on 10-02-09 and delivered on 12-2-09.

I agree the order in January did take 5 days to get to you having been placed on 9-1-09 and delivered on 14-1-09. It's no excuse but this was when we had just gone onto our new warehouse system and had a massive backlog of orders from before Christmas.

Whilst the last 2 orders have taken 48 hours to get to you we are not happy about this, and are still striving to improve things so that eventually we can offer a next day service to all our customers. You mentioned wrong items were sent on your orders. I can find one input error from your February order (which contained 25 order lines) for 10 keyblanks which you have since returned and had credited. If you do have any other descrepancies please let me know.

 

Thanks-Chris.

[Daniel]

Chris just like to inform from my latest exsperiances with your company.

WE have been buying for over 29 years from you and just lately we have had many problems. As I wholesaler in transponder keys, remotes etc I know how to be the best at our field. Unfortunatly you used to be. As I only need mortice and cylinder keys I buy about once a month. The last 3 orders I have had things have been sent incorrectly even though we have sent a FAX. Also we have been waiting upto 4 days for delivery and the few orders the box was very damaged. If things don't get sorted you will lose a long standing customer.

The only reason at the moment for me buying is some mortice and cylinder keys are better quality from yourselves. As for the incorrect products I have gave up ringing to sort it out as it cost me in time and phone calls doing this. Time is money.

 

Hope you can get back to how you where in the 90's.

 

Re: 3D Group

I have just looked through your last 3 orders with us and the last 2 orders have both been delivered within 48 hours of you placing the order.

Your last order was placed on 2-3-09 and delivered on 4-3-09 and the one before that was placed on 10-02-09 and delivered on 12-2-09.

I agree the order in January did take 5 days to get to you having been placed on 9-1-09 and delivered on 14-1-09. It's no excuse but this was when we had just gone onto our new warehouse system and had a massive backlog of orders from before Christmas.

Whilst the last 2 orders have taken 48 hours to get to you we are not happy about this, and are still striving to improve things so that eventually we can offer a next day service to all our customers. You mentioned wrong items were sent on your orders. I can find one input error from your February order (which contained 25 order lines) for 10 keyblanks which you have since returned and had credited. If you do have any other descrepancies please let me know.

 

=D>

 

3D Group trying to make yourself look good, now you look stupid

[Theone]

hi

just to butt in

placed my first order online 11/3/09 received next day

only problem out of stock of what i really placed the order for rest was just filler

disney keys ul2 tigger and tinkerbell phoned up told 12 weeks but going by how long

it took to get them in first time more like 6 months

[Guest Cjm]

Hello,

 

Yes, unfortunately the Disney UL2 key blanks that we are currently out of stock of will not be in stock for about 12 weeks. As I only work in sales I cannot explain really why they weren't ordered in sooner from America.

Any problem we come across is being put to management and investigated so I will pass this on. I know it doesn't help you in this instance though sorry.

[3D Group]

Not stupid at all. I am a wholesaler to many of you guys on here and if you have a problem I am the first to know about it. Just stating a fact that I personally have found a decrease in the service.

 

Chris just like to say I have had 1 thing wrong on everyone of the last 3 orders but only rang up about 1 of them becasue our staff is too busy.

 

Their must be some kind of mistake with the orders of 48 hours because we seem to fax before 10am Monday and receive usually Thurs or very late Wednesday. If you were using Royal snail mail I would agree upto 48hours is fine but every other company using couriers deliver next day if you order before 3pm. The last order which was very damaged was UPS. I am sure these deliver in 24 hours.

 

For positive feedback at least someone is on here fighting their courner on these bad customer exsperiances. Chris when you ring up and complain it falls on deaf ears.

[Guest Cjm]

Hi 3D, thanks for the reply. I can get you proof of deliveries if you like on the last 2 orders which show they were delivered within 48 hours.

Our couriers UPS do deliver next day, that isn't the problem, it's because of the sheer volume of orders we have had. We haven't been despatching quickly enough. That's one of the reasons why we have gone onto this new warehouse barcode system in order to improve the speed at which we despatch orders

We have had teething problems but are trying to resolve these.

As regards the delivery descrepancies, how can we do something about it if we don't know about it? We do need to know about any delivery descrepancies so we can rectify them and hopefully minimise any future problems.

 

To the previous poster about the Disney UL2. I have had a word with the directors and the reason we haven't placed another stock order with the supplier is that they require a minimum order from us, and as our current batch of Disney UL2 is our first, we were unsure of the demand for them. As measures are taken by management to monitor this now it shouldn't happen again. Hope this explains it a bit anyway.

[3D Group]

Hi Chris I don't think delivery proof is the reason. Maybe the order is not being noticed its on the FAX and is sorted later than it should be. I know one order I was told you didn't even receive a fax when I had a delivery comfirmation.

 

But anyway enough of this because it is getting like it does when we ring up. Do remember in some industries people don't tell you of your problems they just stop using you.

[Guest Lock N Safe Buddy]

Hi Chris, my company is Barnsley Lock & Safe Co Ltd, if you want to check the order out. I have to agree about not contacting you over some incorrect deliveries. The time (and cost) it takes to call you (maybe 2-3 times) over a wrong order is not worth it, so we just keep the wrong blanks in most cases. My orders are placed by email now, so there is no reason that you couldnt state in your return email order acknowledgement of stock availability.

[Auto]

Hi Chris, I'm afraid that I too have to add to your woes. I think Foofatbyfar (Happy Birthday ) hit the nail on the head. Its a staffing problem. I too have found a decline in the efficientcy of the service from Davenports. It doesn't matter how fast your delivery system is if the wrong items are sent out, nor if no one looks at your order for a couple of days.

I have had delays in the past where I have been telephoned two days after putting in an online order, for credit card details. I put the delay down to the changeover, even though you had said that everything was back to normal.

I am presently waiting for some tubular keys, L137 and S137. They were ordered at the same time as others including 137s. The incorrect keys were sent out using the hook number rather than the key code. Annoying but understandable. To be told that it was my fault when I rang was even more annoying. It was explained that Davenports always use the hook numbers, but the young lady couldn't explain how they had managed to get the 20 other types of keys correct on the same order. As I had only given the HD number for any of the keys, someone at your company must be psychic.

I received an assurance that the correct keys would be dispatched and a return arranged. Two days later the paperwork arrived for the return and the keys were returned to you the same day. I'm still waiting for what I originally ordered.

On phoning today I was told that they would get right on to it, but had no idea why they hadn't been sent yet.

There have been other small problems recently that are not worth complaining about, or would take up too much time. I am not saying that yours is the worst company out there, far from it. But there is a problem.

It is unusual to find out about these types of problems in business , usually the customer just gets annoyed and goes elsewhere, and that is indeed what I would have done, had I not had a little time on my hands today whilst waiting for some keys to arrive.

[Auto]

Like I said after phoning, the delivery system works fine and the delivery was made next day. Only problem was, one of them is out of stock. Bloody Davenports !!!

[Guest Cjm]

Hi Chris, my company is Barnsley Lock & Safe Co Ltd, if you want to check the order out. I have to agree about not contacting you over some incorrect deliveries. The time (and cost) it takes to call you (maybe 2-3 times) over a wrong order is not worth it, so we just keep the wrong blanks in most cases. My orders are placed by email now, so there is no reason that you couldnt state in your return email order acknowledgement of stock availability.

 

Hi, sorry for the delay in replying but I was off work Friday.

I have looked and you placed a website order back on the 4th March which was for 5 blanks and 2 cutters. We have received cofirmation of a website order but for some reason which I will get investigated there is no order on the system now. I have checked with the girls in the office and no one remembers speaking to you unfortunately. It is incredibly frustrating, do you remember who you spoke to?

As it turns out we do not have the key blanks in stock only the cutters. I can get both the cutters despatched today for you which you should receive tomorrow. Please let me know if you would like me to do this. Thank you.

If you do have any future delivery descrepancies if it's easier you could email us about this even to myself personally if you prefer. chris@davenport-burgess.com

[Guest Cjm]

Hi Chris, I'm afraid that I too have to add to your woes. I think Foofatbyfar (Happy Birthday ) hit the nail on the head. Its a staffing problem. I too have found a decline in the efficientcy of the service from Davenports. It doesn't matter how fast your delivery system is if the wrong items are sent out, nor if no one looks at your order for a couple of days.

I have had delays in the past where I have been telephoned two days after putting in an online order, for credit card details. I put the delay down to the changeover, even though you had said that everything was back to normal.

I am presently waiting for some tubular keys, L137 and S137. They were ordered at the same time as others including 137s. The incorrect keys were sent out using the hook number rather than the key code. Annoying but understandable. To be told that it was my fault when I rang was even more annoying. It was explained that Davenports always use the hook numbers, but the young lady couldn't explain how they had managed to get the 20 other types of keys correct on the same order. As I had only given the HD number for any of the keys, someone at your company must be psychic.

I received an assurance that the correct keys would be dispatched and a return arranged. Two days later the paperwork arrived for the return and the keys were returned to you the same day. I'm still waiting for what I originally ordered.

On phoning today I was told that they would get right on to it, but had no idea why they hadn't been sent yet.

There have been other small problems recently that are not worth complaining about, or would take up too much time. I am not saying that yours is the worst company out there, far from it. But there is a problem.

It is unusual to find out about these types of problems in business , usually the customer just gets annoyed and goes elsewhere, and that is indeed what I would have done, had I not had a little time on my hands today whilst waiting for some keys to arrive.

 

Thanks for your comments. Management are being shown the feedback we are getting in this thread. They are aware of the problems we are facing and are trying to resolve them. If you still have any outstanding query with us please pm me or email me with your full contact details and I'll sort it out for you. Thanks.

[Growster]

My employer is located just a few hundred yards away from Aldridges, a large distributor for Silca blanks. Thus naturally, when we need something quickly, we just walk over there and buy it.

 

However, the Silca range can at times be found wanting, and thus the next port of call is Davenports, who haven't failed yet to come up trumps whenever one is stuck. Their product-range is brill!

 

On a different note: I just spoke to http://www.hendersongaragedoors.co.uk/garage_doors.php about garage keys to numbers between 800 and 1000. They took 10 seconds with me: "All our original keys were lost in a fire a while ago, thank you, bye." HD would never be so hostile.

 

Best wishes,

 

Chris

[Guest Cjm]

Still waiting for Auto and Lock N Safe Buddy to get back to me. If I don't hear from you guys within the next 24 hours, I'll take it that there are no outstanding queries now.

[Auto]

Still waiting for Auto and Lock N Safe Buddy to get back to me. If I don't hear from you guys within the next 24 hours, I'll take it that there are no outstanding queries now.

 

What is there to get in touch about Chris ? If you are out of stock you are out of stock.

[kobblers]

Well, we put an order in over the phone yesterday and received it today

 

Rick.

[Guest Cjm]

Still waiting for Auto and Lock N Safe Buddy to get back to me. If I don't hear from you guys within the next 24 hours, I'll take it that there are no outstanding queries now.

 

What is there to get in touch about Chris ? If you are out of stock you are out of stock.

 

I'm only trying to help sort out the problem and keep people updated on this thread.