Bad traders

CharlieTheBikeMonger, glad that is all sorted. ...

However... not too happy that everyone feels they should rip lovecloughfixie a new arsehole for bringing it up.

Hmm - not sure I agree that the arsehole-ripping was simply because LCF brought up perceived problems with his/her transaction with CTBM: surely it's much more about the way in which it was done.

To me, there's a massive difference - perhaps only about presentation, but I think it's more substantive - between saying 'I've placed this order, it's late, I'm a bit concerned about the lack of communication - I am worried that I won't see my goods at all,' and leaping in with accusations of, essentially, fraud. And it wasn't just once: each update brought further abuse from LCF about CTBM's business practices.

As you say, much of this is about a lack of clear communication, in what by both accounts was a slightly convoluted transaction (the e-cheque saga etc). Personally, I think it's pretty slipshod of CTBM to not be in a position to respond to customer phonecalls or emails for two or three days, especially where this relates to a booked and paid-for next-day delivery.

Taking on board the pressures of being a small operation with a (perhaps unusually?) high volume of transactions, it would be nice to think that either it might be possible to triage queries, or at the very least to add a wee note to the website to suggest delays may be likely. (Not that many customers would read it and take it in, but at least it would show willing ...)

That said, LCF hadn't just placed an order online - there'd been direct contact to sort out the payment issues, which you'd hope might give some reassurance that CTBM wasn't some faceless organisation set up simply to scam unsuspecting fixeh riders.

Even without such contact, I'd always be inclined to blame cock-up rather than conspiracy, at least until proven otherwise: LCF made it very clear that they were taking the opposite view. Again, I understand some of the frustrations of waiting for a delivery that simply doesn't turn up (and of the sheer waste in taking time off work if that's been necessary) - but especially where you've been given a tracking number, surely it's more likely that the courier is shit than that the retailer is running a scam, and perhaps it's more balanced to ask questions or raise concerns than to start making accusations. This is especially true given that LCF had bought stuff from CTBM before, albeit a small transaction.

As I say, I think the vitriol against LCF is because of the way the concerns were raised - failing the attitude test, perhaps - and while anything that smacks of bullying is unpleasant, even on a forum rather than in real life, it is a reflection of the robust nature of discourse here.

(For the record, I said earlier I thought LCF's behaviour made them look a bit of a cock. I still think that, and it's only reinforced by the earlier posting dredged up by Charlie.

I also think that the lack of response to LCF's emails and phone calls by CTBM was disappointing and, whatever the business pressures, I'm sure an earlier response would have been welcome and would have defused the situation seen here.

I think the eventual response and postings here from CTBM were fairly graceful and good-humoured, but I don't go along with folk bigging him up for refunding the next-day fee - it's the least I'd expect (especially as I assume the actual charge can be reclaimed from ParcelForce), though of course it's been done quickly and without quibble.

Wouldn't have any hesitation buying from him in the future, unless I've now made it onto his blacklist along with LCF ...)

[tl;dr - miscommunication's shit, and I'm a dull bastard with too much time on my hands.]