Unfortunately, XLDisplays failed to get our new pop up stand to us for our first seminar this evening. I knew the deadlines would be tight and having had confirmation that paying an extra £25 for express delivery with the artwork completed up to two days ago from their graphics people was happy they could deliver. The original artwork person I dealt with on Friday, turned out to be ill on Monday and I explained the situation fully to the new person, who said it would be ok.
Yet it didn't arrive this morning and when I followed up to try to resolve the situation it was clearly too late. These things happen, but I had agreed to pay an additional express delivery fee and assumed this would be invoiced to me in due course. Having paid over £600 it was pathetic to be told when I complained that I hadn't paid the additional £25 fee and therefore it was my fault.
The person who dealt with this stuck rigidly to her script of terms and conditions, etc, but I knew this and had specifically requested the additional service that would solve the problem.
This made me very annoyed, since I had agreed to pay the fee, but they had failed to demand/invoice me for it. They used my non-payment of this fee as the excuse for failure to deliver. When in actual fact, their internal communications failure had caused them to fail to issue the invoice. At no time was there an apology or an offer, even small, of compensation or even a discount voucher for future orders.
I was offered the chance to pay £320 to have it delivered on the day, but politely refused. They represent the best and worst of online businesses. Great when it all goes right, but a complete impossibility to deliver any level of customer service when they cock it up. read more
