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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To say that companies should deliver what they promise (Emma Bridgewater that includes you)

47 replies

egnahc · 03/02/2015 17:51

Grr. Ordered a jug from Emma Bridgewater as a Christmas gift on the 17th December. promised Christmas delivery. arrived on the 24th December and it was faulty. Called them. They asked me to email photo and promised they would hold me a replacement jug. I explained I was dashing out the door to go away for Christmas but would send a photo in the New Year.

New Year comes. Tried it sort it out- they had sold all 1st quality jugs in the sale between Christmas and New Year. They hadn't saved me one as promised. So I paid for a 1st jug and got a 2nd- didn't give it as a gift as I was expecting a replacement so now £65 down and still need to buy a replacement gift.

I ordered 12 bowls in the sale. Only 11 were sent. I called up. Yes they had them in stock and would send one that very day. 4 weeks later and 2 emails later - no bowl. Today I get an email to say that as they couldn't get hold of me (I had asked to speak to as supervisor about the jug). They hadn't sent the bowl as promised and now they were out of stock. They have not tried to get hold of me and have not left messages (despite what they claim) - why do people lie when modern technology can tell me exactly who has called my phone?

Last year I ordered 6 mugs with truffles. they sent 6 mugs without truffles. I queried it and they said- don't worry its ok- we have only charged you for mugs without truffles! If i had wanted the mugs without truffles I would have ordered the mugs without truffles. Thats like saying you ordered
carrots- we sent you carrot soup but don't worry we have only charged you for carrots.

I have been collecting since 1990. They used to be a great company. I know its a 1st world problem but it upsets me when good companies go bad.

Has anyone else had crap service from a company that used to be wonderful?

AIBU to say that customer service should still count for something? That companies should deliver what they promise?

OP posts:
Portfolioholder · 03/02/2015 18:17

Yanbu. Sometimes we all need to vent. Have a big glass of wine and forget it.

MoanCollins · 03/02/2015 18:20

I had an Emma Bridgewater biscuit tin a couple of Christmas' ago and it broke almost straight away. Wasn't impressed.

Original poster
egnahc · 03/02/2015 18:55

Thanks for making me feel better. I know that I am precious. My granny always used to say remember those you meet on the way up as you meet them again on the way down. Just annoys me when companies forget their roots and become too big for their boots.

£100 to get replacements on ebay.

OP posts:
MrsPeterQuill · 03/02/2015 19:05

Yanbu but seriously, if their customer service is this shit, I would stop giving them your business, Emma Bridgewater or not.

£65 for a jug and crap service like that? No, no, no!

LovestFromest · 03/02/2015 19:08

Interesting to know as I fell in love with an EB mug and was going to order it tonight. Might hold off for a bit.

People complain about for eg Boden's quality going downhill, but their customer service is second to none.

tutu100 · 03/02/2015 19:13

Is there another Emma Bridgewater stockist that you could order from? John Lewis stock some of her things. I refuse to order off of any company after they have messed me around once (and not resolved the problem - if they rectify it then I'll give them a 2nd chance).

Original poster
egnahc · 03/02/2015 19:13

It was £85 before a discount! It is a very big jug (6pt).

I know I am just having a moan but I love Bridgewater (have 100s of items).

You should order the mug- which one is it?

OP posts:
Original poster
egnahc · 03/02/2015 19:16

Is there another Emma Bridgewater stockist that you could order from? John Lewis stock some of her things. I refuse to order off of any company after they have messed me around once (and not resolved the problem - if they rectify it then I'll give them a 2nd chance).

I can get the jug elsewhere- but then I will still have the faulty one and have paid twice. The bowl was a sale special- someone has been selling them for £30 on ebay including postage (they cost £12 originally with 6 for price of 5)

OP posts:
TwelveLeggedWalk · 03/02/2015 19:16

They seriously would have lost my custom after the first balls up. No patience for that poverty of customer service unless things are very very cheap. (And even then I WILL NOT fly RyanAir no matter how cheap the flight is, unless it's work and I have absolutely no say.)

Original poster
egnahc · 03/02/2015 19:19

I agree about Boden quality going downhill - they seem to charge the same as they dis about 15 years ago which cant be sustainable- so I imagine that quality has to give.

OP posts:
CitySnicker · 03/02/2015 19:26

Send it all back then. I would.

Unexpected · 03/02/2015 19:36

Why have you kept the second quality jug? that is not what you ordered. If you cannot now give it as a gift, send it back and get them to refund it!

LovestFromest · 03/02/2015 19:40

I love the "A Year in the Country" winter mug, so sweet.

LovestFromest · 03/02/2015 19:42

This one:

To say that companies should deliver what they promise (Emma Bridgewater that includes you)
Original poster
egnahc · 03/02/2015 19:46

Ohh they are lovely- I have a couple- not Winter. Matthew Rice (Emma Bridgewaters husband ) draws them. I have well over 100
mugs.

OP posts:
LovestFromest · 03/02/2015 19:50

Which Year in the Country ones do you have egnahc?

Don't think you're forgiven yet Emma Bridgewater, oh no.

BikeRunSki · 03/02/2015 19:53

How does a biscuit tin break?

Original poster
egnahc · 03/02/2015 19:53

I did say I would send the whole order back- all the bowls, small jug, couple of other bits. They said as they were not faulty I would have to pay the cost and post them myself- this would be about £40 as there are 3 big boxes.

I havent sent the 2nd quality jug back as they said 1st week in January that they would phone to arrange it. 2 emails later I finally get a response today that doesn't even mention the jug and said they are going to refund the price of the missing bowl leaving me with 11 and not 12 (i wanted 12 as they are Christmas and I have 12 guests usually). I will have to pay the £30 to get one on ebay. I used my christmas gift from parents to get these bowls- my only actual gift (but i don't really do gifts)

I know this is so 1st world!

OP posts:
Original poster
egnahc · 03/02/2015 20:01

I have Summer and chicken and eggs that I can see in the cupboard. I think I have a for my mum one as well.

The knob came off my metal EB biscuit tin- it is now a plant pot.

OP posts:
daisydotandgertie · 03/02/2015 20:04

Oooh. I had a really similar problem with my Bridgewater sale stuff. I ordered 12 bowls and a small jug, but only received the jug. They'd charged me for the whole order, but had run out of the special re-run bowls despite confirming the order and confirming dispatch of the whole lot.

I got really cross and insisted they make me another 12 bowls Grin. They were important Blush. I had to work quite hard to get them done though. It wasn't at all easy.

Original poster
egnahc · 03/02/2015 20:07

Ooh- was that this year? What kind of bowls were they?

OP posts:
MoanCollins · 03/02/2015 20:10

BikeRun the metal warped and went out of shape really quickly so the lid didn't fit. Very poor quality, not sturdy. Kind of thing you'd expect from a pound shop.

LovestFromest · 03/02/2015 20:10

First World problem or no, the 11 bowls thing is extremely annoying and TBH they really should pay for the return postage. If you'd known that they only had 11 in stock then you might not have ordered them, right? Refunding you for the one they didn't send is a bit insulting.

For the sake of the postage, they're showing a loyal customer how little they care about you.

Original poster
egnahc · 03/02/2015 20:14

The annoying thing was that at Christmas I specifically asked if I should order another jug and sort it out later as I couldn't take a photo and they said no need.

OP posts:
londonrach · 03/02/2015 20:19

Ive got one emma bridgewater item (a chicken) but really dont like the new stuff. My mother stopped collecting her mugs now. Lost its style. Yanbu. Id send all back as not as you ordered. Go back to them and say your not happy.