Bagnall and Kirkwood frustating!

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SJS said:
You ordered your bits six days ago mate why come on AGF now and stir it for a very well respected honest and liked establishment not local to you by a long stretch. I personally won’t have you slander my local gun shop for no good reason it was your own indecision that got you into this predicament surely and nothing underhanded or incompetence by B&K.
Where did you finally prefer to buy the goods from out of interest and was your change of heart influenced by price of goods I wonder?
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To be fair,he was not really knocking them.
It is good to post this stuff so others can see what happens AND then look out for what might happen to them and how to avoid.
 
It is a simple mistake.

You placed an order which actually was picked and packed ready to go (we like to try and dispatch as soon as possible) - most customers are appreciative of this.
You initially said you missed something your order and at that point we had a member of staff go through over 100 parcels in the post bag to find your order - you then asked for advise regarding the items that you wanted to purchase and then that you wanted to add an item on.
As the post was being collected soon I said we would place the order on hold, you later said you then asked to cancel which was not an issue.
However, because the order was already picked another member of staff panicked seeing an overdue post item and booked back on over the weekend it was a simple mistake with good intentions.

In the world of mail order its a fine line between being able efficiently dispatch items on time (which for us means trying to process orders up to 3pm to go out that day) and trying to help a customer who wants to change their already processed order at the last minute. In hindsight we probably should have said it had already been processed (as it had) rather than trying to help and then just dealing with the return when it came back.

We don't always get everything right but we really do always try our best.
 
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Rich_B&K said:
It is a simple mistake.

You placed an order which actually was picked and packed ready to go (we like to try and dispatch as soon as possible) - most customers are appreciative of this.
You initially said you missed something your order and at that point we had a member of staff go through over 100 parcels in the post bag to find your order - you then asked for advise regarding the items that you wanted to purchase and then that you wanted to add an item on.
As the post was being collected soon I said we would place the order on hold, you later said you then asked to cancel which was not an issue.
However, because the order was already picked another memeber of staff panicked seeing an overdue post item and booked back on it was a simple mistake.

In the world of mail order its a fine line between being able efficiently dispatch items on time (which means orders up to 3pm going out that day) and trying to help a customer who wants to change their already processed order at the last minute. In hindsight we probably should have said it had already been processed (as it had) and that they will need to return the items they do not want.
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That’s fine but if you placed the order on hold within 30 minutes I can post the transcripts if required I get your super efficient and you picked and packed an online order in 30 minutes but when you say something is cancelled then no follow up then chase the next day to be told not to worry it will be cancelled early next week to then 6 days later a dispatch email it’s not great! I get mistakes happen but you don’t advise how to return where to return to just the address on the parcel. I understand your not Amazon but a simple we ****ed up we told
You it was cancelled and it wasn’t and we still shipped it is fine but you have my number no explanation it’s not difficult to be in contact with a customer. I understand the level of service now and will lower my expectations accordingly and won’t make the mistake of ordering the wrong items! If you have the order details there you can see I was the one initiating the conversations and doing all the chasing surely that shouldn’t be the case. If you find that acceptable than that’s fine but I just don’t see after I was told
It was cancelled It should be my responsibility to chase. Mistakes happen but it’s how you deal with and inform customers after the fact that leaves a sour taste in the mouth . Thanks for responding on here
 
Best this thread is locked, probably - B&K are a good firm, and your expectations seem exceedingly high for a relatively small independent business, where you changed your mind, twice. Give them a break, FFS, mistakes happen and Rich admitted as much, and the reason why.
 
I’m in agreement I thought they were massive I’m new to air guns only been into it for the last 3 months so like I said have set my expectations accordingly ! Didn’t realise they weren’t as big as I thought they were like I said the good was amazing they are quick to ship and package well and the items are perfect . Obviously dealing with other mail order companies my expectations when things change are different a lot of people on here obviously have far more patience than I do! Every days a school day .
 
I’ve had to tweak an order before from B&K and it was fine. To be honest, if something went wrong on an occasion then my attitude would be fair enough, s:rolleyes::rolleyes:t happens. Assuming it got sorted out in the end I’d be happy and leave it at that, whether B&K or another company.

Every case is different. Assuming whichever company doesn’t do it repeatedly then sometimes they need to be cut a bit of slack. To err is human, after all.
 
Ashf9999 said:
I’ve had to tweak an order before from B&K and it was fine. To be honest, if something went wrong on an occasion then my attitude would be fair enough, s:rolleyes::rolleyes:t happens. Assuming it got sorted out in the end I’d be happy and leave it at that, whether B&K or another company.

Every case is different. Assuming whichever company doesn’t do it repeatedly then sometimes they need to be cut a bit of slack. To err is human, after all.
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To be fair I thought the same at the beginning cancelled rather than messing about all sorted within the first 30 minutes great but then as the days went by and had to chase got frustrated and when I saw the dispatch email today I was like really in hindsight should have cracked on with my day… just used to having customers accounts with notes on but every business is different to the other comments on talking about good experiences I’ve raved about hill and anglia to be fair anglia have a forum discount code too so that sweetened the deal but good feedback is also shared !
 
BBManny said:
Just a moan but i placed an order with them on the 13th realised within 5 minutes i had the wrong item. gave them a call within a minute and they asked me to whatsapp them or email . Went on whats app spoke to a helpful person who offered to find the right items for me and placed my order on hold. After reviewing decided i would just get a full kit from my local store so asked them to cancel the order. This is where it got messy. Said it would get cancelled the next day. Chased them and they said staff shortages will be cancelled today Monday. Then i got a dispatch email. Contacted them straight away and they replied you'll have to send the items back. What a mess! Moan over never had any issues ordering but seems when things aren't quite right they cant work out their ass from their elbows.
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pot-calling-kettle-black
 
Ive always had good service from them but ive ordered two full seal kits from them for different rifles and both times half of the o'rings were wildly wrong sized lol.
 
BBManny said:
That’s fine but if you placed the order on hold within 30 minutes I can post the transcripts if required I get your super efficient and you picked and packed an online order in 30 minutes but when you say something is cancelled then no follow up then chase the next day to be told not to worry it will be cancelled early next week to then 6 days later a dispatch email it’s not great! I get mistakes happen but you don’t advise how to return where to return to just the address on the parcel. I understand your not Amazon but a simple we ****ed up we told
You it was cancelled and it wasn’t and we still shipped it is fine but you have my number no explanation it’s not difficult to be in contact with a customer. I understand the level of service now and will lower my expectations accordingly and won’t make the mistake of ordering the wrong items! If you have the order details there you can see I was the one initiating the conversations and doing all the chasing surely that shouldn’t be the case. If you find that acceptable than that’s fine but I just don’t see after I was told
It was cancelled It should be my responsibility to chase. Mistakes happen but it’s how you deal with and inform customers after the fact that leaves a sour taste in the mouth . Thanks for responding on here
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👎
 
The oldies :ROFLMAO: :ROFLMAO:

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We've always allowed people to speak freely about their customer service experiences on here.

I don't think the OP was overly rude or aggressive about the situation, merely disappointed with the service he received.

B&K have been able to respond and defend their side of the story too. With that I shall now lock this thread.

Let us all move on.
 
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