Blackwood Outdoors really bad customer service the normal or just me?

Justin44

Justin44

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Bought a Saber Tactical Bench rest last week end Bank Holiday Sunday, got an email of confirmation then Wednesday email saying DPD delivery Thursday, I was out so changed it to Friday, got email saying it would be delivered Friday, by lunch time nothing so I reached out to Blackwood, tried website but no answer so sent WhatsApp, answer almost straight away saying nothing they could or would do, couriers were like this and they didn’t want to spend hours on the phone trying to sort it, it’ll probably show up Saturday.

Saturday no sign of it and today all they say is parcel is lost and shipper needs to raise an investigation.

Today I WhatsApp, emailed, on line chat and left message on answer machine, multiple times, with Blackwood, nothing no reply at all.

I guess some companies just want your money and when a shipper who they chose to use doesn’t do their job they would rather just ignore you.

I get they have no control over DPD but they didn’t even try, or want to, they just said “nothing they could do” and when only they can do something I get nothing!

I always judge companies not but when things go wrong but by how they handle it when things go wrong.
 
Hi Justin44. If im absolutely honest I was less than impressed with the after sales service I recieved too. Excellent service when ordering and very quick delivery to which I posted on here that the service was goodbefore even opening it...my fault. My thermal spotter turned out to be faulty from initial turn on....not a top of the range one but still twelve hundred quid i think so not an insignificant amount of money. When I queried it, I was told to contact the importer and they would sort me out... I had to be quite firm and persistent but in fairness, a replacement was sent from blackwood in the end which should have been offered immediately, either that or a refund...my choice, no apology, nothing. I felt as though they thought I was bothering them. I won't use them again. Just my experience and I accept others experiences may be different.
Cheers
Chris.
 
Well I have messaged them again so let’s see if they can be bothered to reply to me today. Must admit it seems like hard work getting them to do anything. Not what I’d expect from a large company like this but maybe they are to busy making money to offer customer service?
 
Colesy said:
Hi Justin44. If im absolutely honest I was less than impressed with the after sales service I recieved too. Excellent service when ordering and very quick delivery to which I posted on here that the service was goodbefore even opening it...my fault. My thermal spotter turned out to be faulty from initial turn on....not a top of the range one but still twelve hundred quid i think so not an insignificant amount of money. When I queried it, I was told to contact the importer and they would sort me out... I had to be quite firm and persistent but in fairness, a replacement was sent from blackwood in the end which should have been offered immediately, either that or a refund...my choice, no apology, nothing. I felt as though they thought I was bothering them. I won't use them again. Just my experience and I accept others experiences may be different.
Cheers
Chris.
Click to expand...
I bought a faulty spotter, two and a half grand and he made me send it to the importer, I was without it for a month. To be fair I did use them again since and that was fine, their service seems to be very good unless the goods are faulty, and in such instances their service falls short of what would be expected.
 
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Justin44 said:
Bought a Saber Tactical Bench rest last week end Bank Holiday Sunday, got an email of confirmation then Wednesday email saying DPD delivery Thursday, I was out so changed it to Friday, got email saying it would be delivered Friday, by lunch time nothing so I reached out to Blackwood, tried website but no answer so sent WhatsApp, answer almost straight away saying nothing they could or would do, couriers were like this and they didn’t want to spend hours on the phone trying to sort it, it’ll probably show up Saturday.

Saturday no sign of it and today all they say is parcel is lost and shipper needs to raise an investigation.

Today I WhatsApp, emailed, on line chat and left message on answer machine, multiple times, with Blackwood, nothing no reply at all.

I guess some companies just want your money and when a shipper who they chose to use doesn’t do their job they would rather just ignore you.

I get they have no control over DPD but they didn’t even try, or want to, they just said “nothing they could do” and when only they can do something I get nothing!

I always judge companies not but when things go wrong but by how they handle it when things go wrong.
Click to expand...
Sorry to read you are having problems.
Did you pay by credit card?
If so, give them a reasonable time to sort, if not happy, get in touch with cc company and they should sort it.
 
It sounds like DPD have misplaced the package and are trying to locate it. Not trying to be a smart ass but if you were there to receive the original delivery none of this would have happened.
It's unfortunate but understandable Ian has to give DPD a chance to locate the item, I'd say it's a rare enough occurrence.
I wouldn't panic as from my dealings with Ian he's very much a man of integrity.
 
I wouldn't Blame the company.
DPD have gone downhill recently.
I had a multipoint door lock gearbox on order for a customer.
I was promised next day delivery by DPD.
Supplier rang me to say DPD couldn't deliver that day so promised me Saturday as I said it was urgent.
I was delivery no 115 on that day.
I think the driver had enough by around 100 so I didn't get it. Same with Sunday.

Eventually received it Monday about 7.30pm so it didn't get fitted that day .
I think there is to much pressure on the drivers and delivery firms are not taking on more staff because of the new employment rights.
 
webley00 said:
I wouldn't Blame the company.
DPD have gone downhill recently.
I had a multipoint door lock gearbox on order for a customer.
I was promised next day delivery by DPD.
Supplier rang me to say DPD couldn't deliver that day so promised me Saturday as I said it was urgent.
I was delivery no 115 on that day.
I think the driver had enough by around 100 so I didn't get it. Same with Sunday.

Eventually received it Monday about 7.30pm so it didn't get fitted that day .
I think there is to much pressure on the drivers and delivery firms are not taking on more staff because of the new employment rights.
Click to expand...
When I first rang Blackwood admitted that DPD were very bad, but they still use them? My problem is the level of radio silence from Blackwood, DPD have lost the parcel but they won’t speak to me only the shipper, and the shipper is not responding to any method of contact with them.
 
webley00 said:
I wouldn't Blame the company.
DPD have gone downhill recently.
I had a multipoint door lock gearbox on order for a customer.
I was promised next day delivery by DPD.
Supplier rang me to say DPD couldn't deliver that day so promised me Saturday as I said it was urgent.
I was delivery no 115 on that day.
I think the driver had enough by around 100 so I didn't get it. Same with Sunday.

Eventually received it Monday about 7.30pm so it didn't get fitted that day .
I think there is to much pressure on the drivers and delivery firms are not taking on more staff because of the new employment rights.
Click to expand...
When I first rang Blackwood admitted that DPD were very bad, but they still use them? My problem is the level of radio silence from Blackwood, DPD have lost the parcel but they won’t speak to me only the shipper, and the shipper is not responding to any method of contact with them.
 
Hi, I've always found Blackwood Outdoors to be excellent however, they're right about DPD. I've had similar issues with several suppliers and when DPD get it wrong, there's nothing the supplier can do. I recall Best Fittings customer service spending days banging their heads against the wall with them, which is possibly why Blackwood have said they can't take it any further. It will also remove staff from other work trying solve a problem that cannot be solved from their end. DPD are generally reliable, but when I've changed delivery dates, it's sometimes gone completely wrong. I really hope DPD get a grip and resolve the problem soon - and save both you and Blackwood further hassle.
 
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