Disappointed with Warehouse Express

[Ken Hall]

A few days ago I placed an order online with Warehouse Express for some camera equipment, including a Canon EF 400mm f5.6 L lens. The order was confirmed by phone. When it arrived there was no lens, just a note to say it was out of stock. I feel I should have been told this, when confirming the order. It felt a bit like getting a new car delivered minus the wheels. When I phoned to query it, they were unable to give a date when it would be available. They did apologise for the "glitch in the system", but I got the feeling it did not come as a surprise to them.

Anyway, what I really wanted to say, is that since there seems to be some difficulty getting hold of this lens, I have now got one from http://waltersphotovideo.co.uk by return of post, at much the same price. Sometimes it's worth looking at the ads on BF.

Ken :t:

[CANONROB]

A few days ago I placed an order online with Warehouse Express for some camera equipment, including a Canon EF 400mm f5.6 L lens. The order was confirmed by phone. When it arrived there was no lens, just a note to say it was out of stock. I feel I should have been told this, when confirming the order. It felt a bit like getting a new car delivered minus the wheels. When I phoned to query it, they were unable to give a date when it would be available. They did apologise for the "glitch in the system", but I got the feeling it did not come as a surprise to them.

Anyway, what I really wanted to say, is that since there seems to be some difficulty getting hold of this lens, I have now got one from http://waltersphotovideo.co.uk by return of post, at much the same price. Sometimes it's worth looking at the ads on BF.

Ken :t:

Hi Ken

Its a shame W/E did not get it quite right for you, but I must say that I have found them to be fantastic, I had a camera go wrong, it was replaced the next day, all orders have been on time, and there prices are fine to.
With there back up, I would recomend them to anyone.
I hope you enjoy your new lens.

Rob

[graham catley]

A few days ago I placed an order online with Warehouse Express for some camera equipment, including a Canon EF 400mm f5.6 L lens. The order was confirmed by phone. When it arrived there was no lens, just a note to say it was out of stock. I feel I should have been told this, when confirming the order. It felt a bit like getting a new car delivered minus the wheels. When I phoned to query it, they were unable to give a date when it would be available. They did apologise for the "glitch in the system", but I got the feeling it did not come as a surprise to them.

Anyway, what I really wanted to say, is that since there seems to be some difficulty getting hold of this lens, I have now got one from http://waltersphotovideo.co.uk by return of post, at much the same price. Sometimes it's worth looking at the ads on BF.

Ken :t:
the link does not seem to work

[Keith Reeder]

http://www.waltersphotovideo.co.uk/

[nigelblake]

Walters knock the spots off everyone, I use them all the time. They are honest about stock availability and will deliver next day.. free on orders of £250 and above

[Vectis Birder]

I've not had any problems with Warehouse Express and I use them a lot. When I sent off a few weeks ago for a new Kowa scope they informed me by email very quickly that it was out of stock but they were expecting new ones in within a day or two. Three days later it arrived via City Link, they'd got it in and dispatched it straightaway.

[Keith Reeder]

I've used WE a lot too - and the fact that I keep going back to 'em says it all.

[Leif]

I bought my D200 from them because I have had good dealings with them in the past. Reliable, honest, competitive pricing, and they dealt with a problem not of their causing. Sounds like you had bad luck.

Leif

[greypoint]

I have to concur - in an age where a phone call to a big company often means talking to a 'hello how may I help you have a nice day' automaton it's nice to be able to phone and talk to people who are on the ball and actually helpful. And the real reason to keep going back is finding a company that is helpful when things go wrong - I've returned two almost new faulty cameras and had replacements by return, had really speedy service getting a D70 repaired and no quibbles when returning a lens which I'd decided was'nt what I wanted.

[citrinella]

... and they dealt with a problem not of their causing...
As I understand UK law - and so they should (unless you caused it !).

You, as a customer, only have a contract with the retailer. They are obliged to deal with all problems, whether it be with their systems or their suppliers'.

Mike.

[Capercaillie71]

I have to agree with Ken on this one. I too have ordered from warehouse express and received an email just saying the item is out of stock but would be dispatched once new stock arrived. When I asked for more information they couldn't tell me when that would be.

I think it is unacceptable that a company of this size doesn't provide information on stock status up front (plenty of other websites do). It is only once you have placed an order and given your credit card details that they come clean. They told me they were 'looking into' providing info on stock levels on the website, but it is pretty clear why they don't.

[PYRTLE]

I think that morals and ethics also mean that an online ( or any retailer) should not take payment in advance, or if the item is out of stock , on any item if its not available at the time of order. Even allowing for the data input time, I don't believe its impossible for an entry to be made alongside the product description stating "sorry, out of stock - expected date ********"

ARE THESE COMPANIES ACTING LEGALLY BY TAKING YOUR MONEY BUT NOT DELIVERING THE GOODS?

Watch out for Esther Ranzen

[Ken Hall]

I think that morals and ethics also mean that an online ( or any retailer) should not take payment in advance, or if the item is out of stock , on any item if its not available at the time of order. Even allowing for the data input time, I don't believe its impossible for an entry to be made alongside the product description stating "sorry, out of stock - expected date ********"

ARE THESE COMPANIES ACTING LEGALLY BY TAKING YOUR MONEY BUT NOT DELIVERING THE GOODS?

Watch out for Esther Ranzen

Having started this thread, I'd better make it clear that Warehouse Express did not take my money for the out of stock goods, only for what they did send. (Canon 30D body, 1.4TC etc). My gripe was that because they had my email address and phone number, they had plenty opportunity to let me know the situation before despatching the goods. Had I known that the lens was not available, I could well have opted for a different package, and they would have got the business.

[Chris Galvin]

I think that morals and ethics also mean that an online ( or any retailer) should not take payment in advance, or if the item is out of stock , on any item if its not available at the time of order. Even allowing for the data input time, I don't believe its impossible for an entry to be made alongside the product description stating "sorry, out of stock - expected date ********"

ARE THESE COMPANIES ACTING LEGALLY BY TAKING YOUR MONEY BUT NOT DELIVERING THE GOODS?

Watch out for Esther Ranzen

I think that you will find that when Warehouse Express take a back order they do NOT take your money until the item that you have ordered is available. They have done this with me on two occasions when items that I have ordered have not been in stock. They have taken my payment details and only applied for payment the day before delivery to my address.

Chris Galvin Photo (http://chrisgalvinphoto.com)

[Leif]

As I understand UK law - and so they should (unless you caused it !).

You, as a customer, only have a contract with the retailer. They are obliged to deal with all problems, whether it be with their systems or their suppliers'.

Mike.

I contacted Leica about their skylight filters and told said that they are clear. So I bought one from WE and it turned out to be pale brown. I rang Leica, who said to send it to them. They inspected it, then returned it saying that it was as it should be. Thus Leica had given me false information and I was potentially stuck with an unwanted filter. I rang WE and even though quite a few weeks had elapsed since the purchase, they took it back without quibble. I think that by law they are obliged to take an item back within 7 or 14 days (I forget which) if you change your mind, but after that period it is tough luck unless it is faulty. Anyway, I found them friendly and helpful, and later ordered a Nikon D200 and lens from them.

It does sound like WE did not provide Ken Hall with the level of service that I would expect from them, which is a shame, but clearly it is their loss.

[Adey Baker]

I've bought a few items from WE recently and have received them promptly as expected

I had a problem with them a couple of years ago and stopped using them until I noticed lots of favourable reports being posted about their service. I assumed that they'd sorted out the problem but it appears that they haven't really got it right yet.

The main problem comes when they haven't got the item in stock that you 'order' - we, the customers, expect a sort of 'virtual shop' situation when we go for the next day delivery, whereas WE seem to treat us as though we're just 'ordering it.'

If we go into a shop and ask for an item that is out of stock the shop assistant will say 'Sorry we don't have it but we can order it for you with a deliver of xx days, if you would like us to.' WE, on the other hand, tell us that they've ordered it and they'll send it when they get it - they don't give us the option to say yes/no; if you don't want to wait you have to contact them to cancel and if this is via email you need to wait for them to confirm you've cancelled before you can go ahead and try another supplier.

WE do advertise here on BF so if anyone from their organisation is viewing this thread perhaps they could look into ways of improving this situation - obviously it shouldn't be a problem with a telephone order but when ordering online you lose that personal contact at the moment of ordering and it's at this stage where knowing whether something is in stock or not is most needed.

[bpw]

From my experience, WE are great when they have the item in stock (who isn’t?), but terrible when they haven’t. The main problem for me is poor communication. On two occasions I’ve waited weeks without any updates and I’ve eventually gone elsewhere. Product knowledge is also variable, depending on the salesperson, but this is probably the same with all companies, particularly the larger ones.

My approach now is to use the phone rather than the online order system, ask them specifically if they have the item in stock (they’ve always been honest with me and I go elsewhere if they don’t have it), and I don’t rely on them to know the product! I do some research beforehand.

[Simon HB9DRV]

From my experience, WE are great when they have the item in stock (who isn’t?), but terrible when they haven’t. The main problem for me is poor communication. On two occasions I’ve waited weeks without any updates and I’ve eventually gone elsewhere. Product knowledge is also variable, depending on the salesperson, but this is probably the same with all companies, particularly the larger ones.

My approach now is to use the phone rather than the online order system, ask them specifically if they have the item in stock (they’ve always been honest with me and I go elsewhere if they don’t have it), and I don’t rely on them to know the product! I do some research beforehand.
FWIW it's very difficult to get delivery times for some Canon lenses at the moment due to high demand. The resellers can't get totally reliable info from Canon.