Anyone purchased from Torpedo7 lately?

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marmel

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#64638 19-Jul-2010 15:56

I orderded a product a few weeks ago. It was one of the weekly specials and I purchased it about 10 minutes after they were advertised on the Monday.

Well after about 4 days I get an email saying they have no stock available.

So I queried this and mentioned that I had purchased relatively quickly after they were advertised and perhaps they had not filled orders on a first in first served basis as they should have.

I got the standard email response saying they had sold out etc and offered a refund which I accepted.

I got an email last Monday saying the refund had been made to the bank account details I gave them. (I have double checked the account number, it is correct).

Well a week later I still haven't seen any money and after sending two emails now with no response I'm wondering what's going on.

I also note that every time I have checked today the online help has always been offline.

They used to be such a good company to deal with, everything used to turn up the next day even if you ordered after lunch.

Now it seems customer service has taken a back seat as they have grown.

Your thoughts?

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#353472 19-Jul-2010 16:11

We are still receiving their daily emails but don't have any experience dealing with them personally. If this is a trend then we will not advertise their specials anymore that's for sure.

Perhaps your order was overlooked? Often one person would email and the other actually does the refund. There could be a miscommunication somewhere.

marmel

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#353474 19-Jul-2010 16:15

I've been purchasing from them for years but just lately the service has seemed to be going downhill, items taking 3-4 days to arrive etc. This may not be too bad for most companies but Torpedo7 were always so quick, especially when they first started.

I've tried calling the 0800 number as well, just get the answer service.

Hopefully they will sort the refund out tonight.

robbyp

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#353481 19-Jul-2010 16:27

marmel: I orderded a product a few weeks ago. It was one of the weekly specials and I purchased it about 10 minutes after they were advertised on the Monday.

Well after about 4 days I get an email saying they have no stock available.

So I queried this and mentioned that I had purchased relatively quickly after they were advertised and perhaps they had not filled orders on a first in first served basis as they should have.

I got the standard email response saying they had sold out etc and offered a refund which I accepted.

I got an email last Monday saying the refund had been made to the bank account details I gave them. (I have double checked the account number, it is correct).

Well a week later I still haven't seen any money and after sending two emails now with no response I'm wondering what's going on.

I also note that every time I have checked today the online help has always been offline.

They used to be such a good company to deal with, everything used to turn up the next day even if you ordered after lunch.

Now it seems customer service has taken a back seat as they have grown.

Your thoughts?

They actually run a number of different branded websites, including 1 Day. I too have had this problem that after ordering and paying for the product, I was later contacted that they didn't have any more instock, so it looks to be a common issu. They do have a facebook page, so you could complain on that. They also have a note on their facebook page that they have been slack at replying to emails, yet they have also just had a big birthday party celebrating themselves. I think they should have put that money into hiring more staff, as you can't celebrate when you have a high number of dissatisfied customers who aren't getting replies.

dman

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#354145 20-Jul-2010 19:46

really?
:( :( :(
hope not.... as they used to be so awesome

https://www.youtube.com/c/SoundSpeeding

marmel

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#355200 23-Jul-2010 08:07

I got the refund, 8 days after they said it had been processed.

Someone finally answered an email (probably because I started posting on their facebook page) and found out what the problem was and fixed it.

robbyp

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#355402 23-Jul-2010 15:26

c71931f: 1 Day are dodgy as and torpedo 7 / them seem to be doing the same thing now..

If you ever need something from them replaced under warranty, you'll find it difficult to do that...

If enough people find that, they will find themselves on Fair Go. I recall another one of these online deal stores were on fair go a few years ago.

Personally I have found them ok to deal with, and I have high standards when it comes to the customer service I receive.

robbyp

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#355403 23-Jul-2010 15:27

marmel: I got the refund, 8 days after they said it had been processed.

Someone finally answered an email (probably because I started posting on their facebook page) and found out what the problem was and fixed it.

You were pretty safe if you paid by credit card, as you can just do a chargeback.

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StuntCommando

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#355411 23-Jul-2010 15:42

I ordered an item off them on Monday after not having used them for a couple of years. Disappointed with the package not arriving until today given an $7.50 freight charge. Mighty Apes courier charges are less and always overnight. I don't see why T7 so expensive and slow.

timbosan

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#355454 23-Jul-2010 16:34

I recently (like last week) ordered an item on the Sunday, and it didn't arrive until the Wednesday, which I thought was very slow (it was some cycling shoes).

Compare that to Avanti, where I ordered two items one morning and they arrived on an afternoon courier!

I wouldn't hesitate to use them again though, I am protected by using my credit card (a complaint to the bank would reverse any charges) and the goods do arrive.

I was about to order some more stuff this weekend, so I can let anyone who's interested know the outcome????

dman

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#355525 23-Jul-2010 19:14

robbyp:

c71931f: 1 Day are dodgy as and torpedo 7 / them seem to be doing the same thing now..

If you ever need something from them replaced under warranty, you'll find it difficult to do that...

If enough people find that, they will find themselves on Fair Go. I recall another one of these online deal stores were on fair go a few years ago.

Personally I have found them ok to deal with, and I have high standards when it comes to the customer service I receive.

yeah I think the good feedback for torpedo7 still WAY outweighs the negative, and they've had such great history over the years too. I'd still order from them without a moments hesitation

https://www.youtube.com/c/SoundSpeeding

robbyp

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#355556 23-Jul-2010 21:10

timbosan: I recently (like last week) ordered an item on the Sunday, and it didn't arrive until the Wednesday, which I thought was very slow (it was some cycling shoes).

Compare that to Avanti, where I ordered two items one morning and they arrived on an afternoon courier!

I wouldn't hesitate to use them again though, I am protected by using my credit card (a complaint to the bank would reverse any charges) and the goods do arrive.

I was about to order some more stuff this weekend, so I can let anyone who's interested know the outcome????

Yeah I ordered somthing on friday, and didn't receive the goods until thursday of the next week, but I think it was partly a courier delay somewhere. You are safe when buying with a credit card.

robbyp

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#355634 24-Jul-2010 00:38

c71931f:
robbyp:

c71931f: 1 Day are dodgy as and torpedo 7 / them seem to be doing the same thing now..

If you ever need something from them replaced under warranty, you'll find it difficult to do that...

If enough people find that, they will find themselves on Fair Go. I recall another one of these online deal stores were on fair go a few years ago.

Personally I have found them ok to deal with, and I have high standards when it comes to the customer service I receive.

Check 1-day's facebook page.
3-4 weeks is the standard time you have to wait for a reply when you email 1-day unless your lucky (it seems..)

& When you ph torpedo7's 0800 number they sometimes claim they don't know what 1-day is etc...

Yeah I phoned them when I had an order problem, and they act like it is a totally different company, and said you have to leave a message and they will pass it on to the 1 day staff. They said to me that you can get hold of them via their live chat system, or via email, but they don't have a phone themselves. However their live chat never seems to be operating, and emails weren't replied to. However in the end they did get it sorted. I wouldn't buy anything that I am likely to need support on. Mainly buy branded clothing myself. I think if they don't have a phone number, then they should be repling within a couple of days, and they probably need a proper email ticketing system, so you can see where you are in the queue.

I think that is the problem with the sort of business model that they appear to be running. This is where you selling low margin stuff, that they have to sell in high volume to make a decent profit. Then not having enough staff, or not being able to afford enough staff, to handle the small percentage of customter compliants that you will always get when running any company. When you sell a large volume of low margin products, you are going to have a lot of customers to have to deal with.

richms

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#355650 24-Jul-2010 01:23

This happens to so many places that expand from a good idea and dont get competent managment processes in place early on.

Helped a friend set up a business that will be heading down this road soon if procedures are not created now with systems to track things.

email is not a customer service medium, I dont know why places treat it as if it is. its one way into a CRM system but relying on it totally as 1day seem to do is foolish. No tickets, no tracability etc.

Richard rich.ms

Dulouz

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#358089 29-Jul-2010 08:41

marmel: I orderded a product a few weeks ago. It was one of the weekly specials and I purchased it about 10 minutes after they were advertised on the Monday.

Well after about 4 days I get an email saying they have no stock available.

So I queried this and mentioned that I had purchased relatively quickly after they were advertised and perhaps they had not filled orders on a first in first served basis as they should have.

I got the standard email response saying they had sold out etc and offered a refund which I accepted.

I got an email last Monday saying the refund had been made to the bank account details I gave them. (I have double checked the account number, it is correct).

Well a week later I still haven't seen any money and after sending two emails now with no response I'm wondering what's going on.

I also note that every time I have checked today the online help has always been offline.

They used to be such a good company to deal with, everything used to turn up the next day even if you ordered after lunch.

Now it seems customer service has taken a back seat as they have grown.

Your thoughts?

Same thing just happened to me. Needed product for weekend so was actively watching status.

Ordered product Monday AM.

Saw Tuesday AM that it had not been dispatched so emailed T7. They said product would be delivered Tuesday or Wednesday AM.

Saw Wednesday AM that product still not dispatched. Emailed T7 Wednesday AM. They said product would be sent later on Wednesday and that they were busy.

Saw Wednesday PM that product still not dispatched. Emailed T7 saying I need product by Friday or else cancel order and I will go to shop. They respond by saying that product is actually out of stock.

Arrhhhhhh!!

Amanon

dman

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#358375 29-Jul-2010 13:54

maybe they're having to watch their margins more now.... which naturally results in more frequent stock run outs

https://www.youtube.com/c/SoundSpeeding

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