Whitebox Europe Limited 

Antwort von Whitebox Europe Limited

21. Jan. 2016

Thank you for taking time to write the review and please accept our apologies for not being able to get your appliance to you quickly enough. When there is any problem with stock availability and we are unable to make the delivery estimate, we get in touch as quickly as we can. If we aren’t able to deliver quickly enough, we try and make it as painless as possible (we don’t take payment until delivery is made, taking a pre-authorisation of payment with order but not actually taking money at that stage) and obviously to give people the earliest possible news to allow them to cancel or find alternatives. We did get back to you quickly and although we understand it was with news we’d rather not have been giving we told it as it was and didn’t seek to mislead or hide anything. I’m conscious you stuck with it and kept your order here so we very much appreciate that; whilst we did manage to deliver within the revised estimate, we can only apologise once again for the delay.
Kelly – Whitebox Team

Antwort von Whitebox Europe Limited

12. Jan. 2016

Thank you for taking the time to write a review. I was extremely sorry and really frustrated for you when I read it as I was unaware this had happened. I have checked with my colleagues here and with the manufacturer (who are involved in deliveries we make) and whilst we are far from blameless I would like to reply and explain from our side at least part of the story. My understanding was that after the automatically generated order confirmation email sent when the order was placed with us (around 11pm, 17thDecember), we replied within a few working minutes (around 9am the next day) with a further email, apologising for a delay. When there is any problem with stock availability and we are unable to make the delivery estimate, we get in touch as quickly as we can. We try and make it as painless as possible if we aren’t able to deliver quickly enough (we don’t take payment until delivery is made, taking a pre-authorisation of payment with order but not actually taking money at that stage) and obviously to give people the earliest possible news to allow them to cancel or find alternatives. If speed of delivery is critical this email is (usually) responded to immediately. We didn’t receive a response; if we don’t, we judge a customer is able to wait the time flagged on the email. Our procedures were further complicated because, again my understanding, the manufacturer called you later the same day you received our email. The number used was the mobile number provided (appearing twice in the order placed with us) which was transmitted electronically/directly to the manufacturer (so without re-keying and the opportunity for error) and on which they were able to get through yesterday. Whilst we provided an email apologising for delay, it transpired stock was available to allocate to your order. Whilst it will remain a mystery as to how the phone call and voice message went astray or why we didn’t receive a response to the email we sent, I have tried to offer some explanation as to why this particular situation wasn’t flagged on our systems. It is extremely regrettable that between the day after you placed the order with us (the day of the email explaining delay and the lost phone call) and the next contact, was more than a week (which included Christmas and New Year). Whilst we were awaiting reaction to the email and the manufacturer to the voice message, it all took too long and we should have done better; and, whilst we reacted immediately, once aware of the problem, as we had been unable to re-allocate stock until yesterday, this further delay was extremely regrettable. Please accept my apologies once again where we should have done better. Nigel - Whitebox Europe Limited.