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Original poster

Ds's ELC castle has gone missing during delivery. Furious.

114 replies

northerner · 08/12/2005 17:52

Ordered it and some accessories about 2 weeks ago, the accessories arrived really quickly but the castle still hasn't arrived, so I called them today and they have confirmed that the couriers they use have it listed as a missing item.

ELC accept liability and have offerred me a refund but I really want the castle for ds for Christmas and they've sold out They tried calling my 4 nearest stores but they have sold out too.

Am waiting for a manager to call me back as I am very cross

Am thinking I will ask them to call ever ELC until they locate me one. What do you reckon?

OP posts:
kalexcelsis · 08/12/2005 17:53

I would, you ordered, they confirmed, it's their responsiblilty to get it to you. on your behalf

redshoes · 08/12/2005 18:07

It's the least they can do! Why not?

LadySherlockofLGJ · 08/12/2005 18:09

Ohhhhhhhhhhhhhhhhhhhhhhh

I smell a rat,

I rang yesterday and I was told it was in transit. I ordered the same time as you.

Hulababy · 08/12/2005 18:12

Stamp your feet and make a massive fuss. Lay it on think, esp about DS's Christmas present and disappointing him etc.

My parents ordered from ELC either last year or one before (think last year). They ordered various things for DD - I am sure it was her birthday actaully, but might be wrong. And they weren't all delivered. This was a day or two before the day needed - after a missed delivery, etc.

My dad got on the phone and they ummed and ahhed, so he went OTT on the present stuff.

Anyway after a couple of days of calls they agreed to check local stoores. They found one item in the next town - which my parents picked up as they were going to the shopping centre anyway. The other item was found in a store several miles away and in opposite direction. We are talking an hours drive each way at least. MMy dad insisted as it was needed asap. He told them to out the item in a taxi if need be. And they did, and it came the very next morning.

If you make enough of a fuss they should do something.

Hulababy · 08/12/2005 18:13

This will only work obviously if they can find a store with it in stock.

LIZS · 08/12/2005 18:19

They should n't need to call every store fgs. They should have a central distribution system which would highlight where stock might be and then they ring to confirm with the store. Sounds as if they can't be arsed tbh. Funny how they have marked it down on the website but it is out of stock.

Complain bitterly and ask for the name of their Customer Services/Retail Operations director to whom you will be making a formal complaint - might focus their minds a bit !

Original poster
northerner · 08/12/2005 21:39

Spoke to the manager this afternoon, he said he will do his best to relocate one tommorrow for me. But not hopeful as he knows they have been really popular.

I bought him the play mat and loads of knights/soldiers etc to go with it. They'll be no use on christmas day if there's no castle

Ladysherlock - hopefully yours is in transit and will arrive soon. Let me know.

OP posts:
Hulababy · 08/12/2005 21:50

Incase you have to find an alternative one, here are some links with wooden castles in stock:

Medieval Toy Castle , £56 plus £4.99 P&P

John Crane Pintoy Medieval Castle Toy £44.98

Medieval Castle £48.75

Excaliburs Castle £42.75

Castle £48.75

Medieval castle £45

All Wood Castle £29.99

Towering Castle £54.99

Original poster
northerner · 08/12/2005 21:54

Thanks Hula, that's really good of you
I'll let you know tomorrow what happens.

OP posts:
Hulababy · 08/12/2005 21:54

Fingers crossed.

LadySherlockofLGJ · 09/12/2005 13:21

I was assured last night that it was in a depot in Rochdale FFS.

Now they are offering to ring around all the stores to see if they can get one, I do not like the way this is going.

Oh and the call centre supervisor is unavailable in a meeting allegedly.

chjlly · 09/12/2005 13:30

what about this one?

here

LIZS · 09/12/2005 13:46

hmmm, I smell a rat ! Wonder if they have had quality problems, lots of returns/breakages or something which has meant that stock in the warehouse couldn't be sold even thoguh it was technically "available". It just sounds amazingly inefficient for them to have to phone around.

Have you tried any of the remaining elc concessions in Debenhams - they may not have the same stock system and tend to be less busy than the branches.

LadySherlockofLGJ · 09/12/2005 14:08

Thanks for that Chilly will pop into local Lidl, tomorrow, too poorly today.

Liz I have rung lots of stores both local and not so local, nothing nada nyet.

LadySherlockofLGJ · 09/12/2005 14:15

The plot thickens......................

They don't call me Sherlock for nothing, they keep insisting that it is in a depot in Rochdale.

So I rang Business Express in Rochdale, a very nice lady told me that they have no back log. Then she asked me for my postcode, and told me that if it is anywhere it is in Southampton.

I rang ELC back and I got someone who appears to know what he is doing,he promises a supervisor will call me back.

They had better do as I am now like a dog with a bone.

LadySherlockofLGJ · 09/12/2005 14:44

Update

A supervisor called me back and guess what, they have found one at head office and it is being dispatched to me on Monday after 9.30.

I wonder if it has anything to do with the fact that I said I had ordered it through their advert on MN and that they and their shortcomings were the subject of a discussion thread.

Also mentioned you Northerner, and said that if I saw a trend emerging I would be on to the papers PDQ.

Then they found one, how very strange.

calebsmummy · 09/12/2005 17:58

Glad you found one, LGJ. I was getting worried as I had an order on it's way from ELC too. Arrived this morning though

I really need to find a Lidl now too, they have some fab stuff in there looking at their website. I never knew it was that good!!!

flashingnose · 09/12/2005 18:05

Northerner, if you're really stuck, I have one I was going to sell - an ELC one from last year (can't believe they've changed that much) all boxed and ready to go - let me know .

LadySherlockofLGJ · 09/12/2005 22:56

Bump for the Harrogate lass.........

gingernut · 09/12/2005 23:38

flahsingnose, the castle has changed (we have last years') but the knights and accessories haven't so they must be about the same size (actually our knights don't fit the castle very well).

Stargazer · 10/12/2005 08:25

Found this thread last night. Am waiting for a pink wooden castle - figures already delivered. Rang this morning to find out where our castle is - guess what? It's in Rochdale!! Sound familiar? They are also going to check availability in the local Plymouth branch. Should I be so suspicious? Will be phoning again later this afternoon to chase progress.

Thanks for posting!

LadySherlockofLGJ · 10/12/2005 08:30

It is not in Rochdale.

I rang Business Express in Rochdale, they only cover the North of England, and even if they covered the whole of the UK. They have no backlog

welshboris · 10/12/2005 08:30

Aye Im waiting on an ELC kitchen, said it was on the truck on Thursday. This was after weeks of hassle about other things relating to the delivery.
Messing me about big time

Clayhead · 10/12/2005 08:34

I have got my ELC (eventually) stuff but I was really messed around with delivery dates etc. I was told something would be delivered on a Wednesday, waited in all day, nothing came, range to be told it was going out in 2 parcels, Thursday and Monday. Both things arrived on the Friday.

I had to conclude that the call centre staff had absolutely no idea what they were on about.

I think this is fairly typical of ELC delivery too.

LadySherlockofLGJ · 10/12/2005 10:37

Bump in case anyone else thinks that their orders are in Rochdale

It is becoming a joke in our house already, I was looking for the batteries for something this morning, and DH asked if I thought they might be in Rochdale.

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