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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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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:

MsAdorabelleDearheartVonLipwig · 03/02/2015 20:20

I think you've been incredibly unlucky. I've ordered tons of stuff from EB and never had a problem. Well, I once ordered a mug with a name on and it came with a small gap in the writing and when I emailed to request a replacement they sent me a brand new one for nothing and told me to keep the old one! I was very impressed.

Original poster

egnahc · 03/02/2015 20:25

MsAdorabelleDearheartVonLipwig

Yes. it used to be like that. They sent me a teapot with a big chip in spout (no chip in box so it was faulty when sent). I sent them a photo as requested and they sent me another one.

The teapot and all of my other damaged bridgewater about 30 items (lots of mugs with broken handles) was in a sort of makeshift herb garden by the back door. This was dug up by builders last year and it is now in the garage while I decide what to do with it.

OP posts:

thelittleredhen · 03/02/2015 20:39

Yes to EB this year!

They apparently made a very silly mistake of putting the wrong stock levels on their system and so were unable to fulfil many orders.

I bought a seconds CR jug and bowl for £29.95 each which are nearly perfect and I'm happy with those.

I ordered a firsts CR mug, had none in stock and so got a replacement seconds.

I only bought an Ivy mug and French bowl and wish I'd bought more! Likewise with the F&M bird range I wish I'd bought a lot more!

I am very disappointed with the EB cockups and have seen that even orders placed on the very first morning of the sale were not fulfilled.

Original poster

egnahc · 03/02/2015 20:45

Mine was a 6pt CR jug (the one that arrived faulty on Christmas Eve) and the missing bowl is ivy cereal.

I placed the order on the hour of the 1st day of the collectors sale. They were still showing as in stock when my order arrived and I phoned to say the bowl was missing- maybe they were in fact sold out then? That was a month ago and no contact until today despite 2 emails to chase.

Did they tell you this about the stock levels or have you read it elsewhere?

OP posts:

daisydotandgertie · 03/02/2015 23:10

OP - yes it was this year. They seem to be in chaos. It hasn't been the same since Matthew Rice took over IMO.

The bowls I ordered were 12 french bowls in the re-run Ivy pattern. Like you, I ordered the minute the collectors notice of sale arrived, and definitely had a confirmed order. I was very, very lucky they painted and fired new bowls specially for me!

Original poster

egnahc · 03/02/2015 23:17

I ordered 12 french bowls and 12 cereal bowls in the 1st hours. Got 12 french but 11 cereal. I have the ivy plates in 2 sizes and cake stand which I have had for years and so wanted a full set for christmas.

As I said I called the moment they arrived and was told no problem-they were in stock and 1 would be in the post and then nothing- no contact for a month despite chasing.

They just make you feel like you are being awkward when you try and sort it out. Offering to refund 1 bowl really isnt acceptable after a month.

OP posts:

thelittleredhen · 03/02/2015 23:18

Daisy - I'm pretty appalled that thy didn't sponge and fire new pieces for everyone who's order they cocked up. There are a lot of angry collectors!

thelittleredhen · 03/02/2015 23:25

egnahc - I winged via their FB page and that's the response that I received.

I couldn't fault their customer service staff as they were helpful but I was very disappointed with my order and the fact that they had made such huge mistakes.

I'd been waiting for my box to arrive for weeks and the excitement was soon followed by being hugely underwhelmed.

I'd also ordered a seconds pink wallpaper mug which they sent a "Be Mine" one instead.

I think that I was more annoyed because i would have preferred to have been consulted when thy found the stock level discrepancies. A phone call or email saying we've messed up, we're sorry, would you like to have ..... instead? They could have saved themselves a lot of complaints.

On the plus side, I waited to get my 6pt jug and bowl and though they're seconds, they're £60 very well spent! Wish I had bought a two handled mug for £20 though but live and learn!

I'm anticipating lots of ebay sales in he Winter as the new ranges come out and people sell pieces to make room.

daisydotandgertie · 03/02/2015 23:39

Redhen - I don't really see why they haven't done exactly that tbh. It's not as though anyone else makes their stuff for them.

I hadn't realised it was a bigger problem that just one ruined order. I had no idea there were legions of disappointed people.

thelittleredhen · 04/02/2015 00:03

Yep, me neither. Other than that they were putting all of their effort into making the new ranges.

Still, I've been far more excited about my purchases from the EB group on FB though I've had to hide it as I've spent far far too much on the lovely goodies!

Original poster

egnahc · 04/02/2015 08:19

How many people overall do you think didn't get what they ordered?

OP posts:

MsAdorabelleDearheartVonLipwig · 04/02/2015 19:11

EB group on fb? What?

thelittleredhen · 04/02/2015 22:11

MrsAdorabelle - If you're sure you want to enter the expensive bliss of a group of 500 collectors buying selling and chatting about their collections send me a PM and I'll add you to it. Just need your email address.

thelittleredhen · 04/02/2015 22:13

egnah - I don't know because you and Daisy are 2 that just happened to be on this board. I've seen at least a dozen complaints on the EB FB page.

It's awful that it's no isolated incidents.

magnoliamom · 04/02/2015 23:00

Me too! I ordered right at the start of the sale when I received the collectors club email and waited ages to receive the order. It took over a month and when it finally arrived, one of the CR pieces was shattered. No sign of the replacement yet. The large CR jug was fine though and I am very pleased with it. I am also enjoying my Matthew Rice camping/summer mug. Not so much the cracker tin which dents and folds in when you so much as look at it. I knew it was too much money for a cracker tin, am looking for a sturdier replacement. I have a set of black toast cake tins and they dent terribly as well. It's such a shame as I love the patterns.

MsAdorabelleDearheartVonLipwig · 05/02/2015 11:13

Thanks redhen, have pm'd you.

What have I let myself in for?

thelittleredhen · 05/02/2015 11:28

In one month, I bought more pots from the page than I had bought in a year.

Albeit, I only had 20 pots and I now have 50 (and I love every single one) - but gosh, what a lot of pots!!

BreakingDad77 · 05/02/2015 11:39

I find writing about delays etc on facebook/instagram/twitter and companies seem to resolve your cases really quickly

thelittleredhen · 05/02/2015 12:03

With EB at Christmas, some people were able to keep their items and new ones were sent and the customer service staff were polite and helpful - but when they had sold items that they didn't actually have and were therefore unable to send on, there's little that they can do but apologise and give a £5 store credit good will gesture.

It's really not good enough for a company as big as EB.

GatoradeMeBitch · 05/02/2015 16:20

My only issue with EB is that their personalizing service takes a lot longer than the time listed on their site. I have ordered four mug and bowl sets over the last five years and they were all late. Though to be fair, the set I needed for a special occasion did arrive on times when I contacted them and explained - albeit an hour before I needed to leave the house with it!

LabradorMama · 10/02/2015 10:26

I've had mixed service. Ordered a mug in the sale, it arrived damaged. I called them, sent them a photo and they mailed back within 5 mins to say they'd send a replacement. It was with me next morning.

On the other hand, my dad just ordered me a few bits for my birthday and they took 11 days to turn up!

Hoppinggreen · 10/02/2015 12:19

Won a EB mug on another parenting forum.
Handle fell off 2 weeks later.

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