Yandles - poor experience

[Blackswanwood]

Section 75 of the Consumer Credit Act gives protection between £100 and £30,000 on all credit cards.

 

[banjerbill]

As already mentioned, a good range of tools and nice timber. Not cheap though.
But speaking as a customer for the last 30 years, the service in store, on the phone or on line leaves a lot to be desired. I find them very offhand.

Bill

 

[D_W]

They said that they removed them from the packaging to save waste,

Nope, thats not used.
And I would REALLY like that statement explained, please? :shock: :roll:

Common here for a couple of reasons:
* excess merch from a distributor that can't be sold in retail packaging without running afoul of price controls on new goods
* lower shipping (states is a bigger country, so this can be substantial - perhaps saving as much as the profit margin)

Amazon has gotten better about this when they do their own shipping. If you get a discount, you pay your money and take your chances (but probably still will get a resolution in your favor). If you're paying full retail (or if I am), then full packing and literature is obligatory.

I don't know what yandles is, but most of the gray market stripped packing of goods is done here by small timers or refurb specialists who are just reselling returns. If they couldn't pack your item adequately, you'd be entitled to a new one here just based on shipping damage.

 

[D_W]

Also, not sure what your credit card service is like, but over here, mastercard is the final arbiter. if a retailer can't do right, and paypal doesn't come through - they almost always do if you have a legitimate claim), then many of the credit cards here have shipping damage guarantees, etc. I'm sure that all they do is give you your money back and initiate a chargeback, so the smaller players downstream who refused to do the right thing are out no matter what.

I use paypal to avoid having to leave credit card info everywhere. I pay from paypal with the mastercard. When a retailer fails to perform even a minimal level of service (I usually don't even ask for a return unless the result is a disaster), then I mention to the retailer that I will go first to paypal and next to mastercard.

When I initiate the dispute through paypal, I leave in the notes that if they cannot make the situation right, that my mastercard terms will preside and I will go there next. I have only ever had to do that one time (on a direct purchase). It's better for retailers here not to get a chargeback, because then they're also on the CC company's radar. The CC company acts instantly, though, and then they sort it out in the background.

 

[sunnybob]

The UK is so small that one shipping price covers everybody.

If the item is sold "new" then it should come in the manufacturers packaging.There is no excuse whatsoever for removing the original packaging.
Yandles is a very old woodyard in the county of Somerset in south west England, with a tremendous history dating back well over a 100 years. Its a large area, with a very well stocked store. It is a Record Power main dealer and can not be described as "small" by any means.
The exotic woodyard has to be seen to be believed, 100 year old barns stacked with everything you could think of, 100,s of thousands of pounds worth of stock.
But the staff..........

 

[Lons]

Yandles is a very old woodyard in the county of Somerset in south west England, with a tremendous history dating back well over a 100 years. Its a large area, with a very well stocked store.
The exotic woodyard has to be seen to be believed, 100 year old barns stacked with everything you could think of, 100,s of thousands of pounds worth of stock.

Hmm...I feel a trip to the Devon area with the motorhome is a good idea. I don't feel any need to mention Yandles to the missus when I suggest it though. :wink:

 

[Nelsun]

The UK is so small that one shipping price covers everybody.

Bzzzt! Not true. One price covers the majority... but try living on one of our islands or in the Highlands and you pay for the tranquility when it comes to shipping. Freight charges are passed on to us for pretty much everything (e.g. food, fuel, wood!) resulting in a very high cost of living.

 

[sunnybob]

The UK is so small that one shipping price covers everybody.

Bzzzt! Not true. One price covers the majority... but try living on one of our islands or in the Highlands and you pay for the tranquility when it comes to shipping. Freight charges are passed on to us for pretty much everything (e.g. food, fuel, wood!) resulting in a very high cost of living.

I feel your pain, even more than you do. :lol:
Despite being "in" europe, Cyprus gets a very special extra delivery charge from the mainland. (hammer)
But when talking to yanks, its close enough =D> (hammer) (hammer) :lol:

 

[Yandle & Sons Ltd]

Just wanted to vent a frustration on here, not sure if anyone else has experienced similar...

My wife bought me the Kreg drawer slide jig from Amazon (supplied by Yandles) for Christmas, and they arrived loose in a Jiffy bag with the manual dropped in.

This struck me as a bit odd, and the jigs have scuffs on them which made me think immediately that they were used.

She contacted Yandles who replied asking why she thought they were used, to which she replied with the above. They said that they removed them from the packaging to save waste, and the marks were through shipping.

I’m not happy with the above, and I don’t appreciate being taken for a mug. Now she’s being asked to pay for postage which they’ll refund at their discretion.

I personally feel that this is abysmal customer service, firstly for not apologising for the problem, then trying to make up some nonsense story about packaging, then expecting us to trust that they’ll actually refund the money!

Anyway, rant over - anyone else experience this poor service from them?

Please accept my sincere apologies tomosap if you feel unhappy with the service you have received from our Customer Service Team. Here at Yandles we have been striving to improve our level of service over the years & take customer feedback seriously. We will certainly take all the comments from this discussion on board.

I would really appreciate the opportunity to resolve this issue directly with yourself if I could please request you contact myself directly on adam@yandles co uk or by phone on 01935 316003 & I will endeavour to resolve this issue as swiftly as possible.

We value our customer's opinions and would like to thank you for bringing this to our attention. As we continue to improve our level of service, we will certainly take your feedback into account.

 

[Lons]

Looks like a resolution possible tomosap so the way forward for you.

Hats off to Adam for following it up, how a company deals with issues like this says a lot as far as I'm concerned and everyone deserves a second chance, I'll certainly try them if there's something I'm in the market for and will pay them a visit when we go to Devon.

 

[Sheptonphil]

I live within an unhealthy (for the wallet) driving distance of Yandles and have always found them very good with customer service.

If you purchased anything from Amazon, all you need do is log in to your account and click return item. You won’t have any carriage to pay and you will get refunded as soon as shipping is marked as delivered. There is never any hassle returning anything through Amazon for any (or no) reason.

 

[tomosap]

Just wanted to vent a frustration on here, not sure if anyone else has experienced similar...

My wife bought me the Kreg drawer slide jig from Amazon (supplied by Yandles) for Christmas, and they arrived loose in a Jiffy bag with the manual dropped in.

This struck me as a bit odd, and the jigs have scuffs on them which made me think immediately that they were used.

She contacted Yandles who replied asking why she thought they were used, to which she replied with the above. They said that they removed them from the packaging to save waste, and the marks were through shipping.

I’m not happy with the above, and I don’t appreciate being taken for a mug. Now she’s being asked to pay for postage which they’ll refund at their discretion.

I personally feel that this is abysmal customer service, firstly for not apologising for the problem, then trying to make up some nonsense story about packaging, then expecting us to trust that they’ll actually refund the money!

Anyway, rant over - anyone else experience this poor service from them?

Please accept my sincere apologies tomosap if you feel unhappy with the service you have received from our Customer Service Team. Here at Yandles we have been striving to improve our level of service over the years & take customer feedback seriously. We will certainly take all the comments from this discussion on board.

I would really appreciate the opportunity to resolve this issue directly with yourself if I could please request you contact myself directly on adam@yandles co uk or by phone on 01935 316003 & I will endeavour to resolve this issue as swiftly as possible.

We value our customer's opinions and would like to thank you for bringing this to our attention. As we continue to improve our level of service, we will certainly take your feedback into account.

Emailed you Adam on Friday @ 12.30 and still yet to receive a response. Not much use replying here offering to assist if you don't reply. Not received any bounced errors, so email should have got through.

Not really doing much to allay any concerns over the quality of service...

 

[ScaredyCat]

Emailed you Adam on Friday @ 12.30 and still yet to receive a response. Not much use replying here offering to assist if you don't reply. Not received any bounced errors, so email should have got through.

Not really doing much to allay any concerns over the quality of service...

So you've given him up to half a day to sort it? I doubt you're the only customer they are dealing with.


.

 

[tomosap]

Emailed you Adam on Friday @ 12.30 and still yet to receive a response. Not much use replying here offering to assist if you don't reply. Not received any bounced errors, so email should have got through.

Not really doing much to allay any concerns over the quality of service...

So you've given him up to half a day to sort it? I doubt you're the only customer they are dealing with.
.

No, I've given him 3 days to sort it, given they are open Saturday and Sunday - you're right, I doubt I'm the only customer they have to deal with, but given I've already got their attention, it seems reasonable that they'd be looking out for further comms.

Not a helpful reply if I'm honest - perhaps another thread somewhere is better suited to your input...

 

[ScaredyCat]

No, I've given him 3 days to sort it, given they are open Saturday and Sunday - you're right, I doubt I'm the only customer they have to deal with, but given I've already got their attention, it seems reasonable that they'd be looking out for further comms..

Does Adam work at the weekend? He said he wanted to deal with it personally.

Today is going to be one of the busiest days of the year with people wanting the return, exchange and query purchases made for them for Christmas. It's likely they're very busy.

Not a helpful reply if I'm honest - perhaps another thread somewhere is better suited to your input...

Ahh one of those that only like nodding heads.

.

 

[selectortone]

Just return it via the painless and free Amazon returns procedure described several times in this thread.

 

[tomosap]

To those that have suggested using Amazon’s return procedure, the issue is that it can’t be done when the item wasn’t supplied by Amazon - hence the comments regarding the returns procedure.

And to those who are surely getting sick of me by now, it’s not attention I’m looking for, but the attention of Yandles themselves - something that’s clearly not that easy.

No further replies from others needed, just waiting on Adam now...

 

[Yandle & Sons Ltd]

tomosap, I have been specifically keeping an eye out for an email from yourself as I would really appreciate the opportunity to offer my appoligies directly & attempt to resolve this however, I have not yet received anything? I even checked my spam last thing Friday to see if it drifted into there and nothing? I have logged onto my work emails this evening and still cannot see an email from yourself, Is this something you would be willing to discuss over the phone? I would be more than happy to call you however I'm sure you would preffer not to publicly post your number. My personal line is 01935 316003 & I will be in work from 8am tomorrow if you would be so kind as to call me directly? Could we possibly arrange a time that's best suited for you? Or if you would preffer not to speak on the phone, could you please forward the email again & cc in sales@yandles Co UK & I can check that inbox also? Please be assured I am dedicated to resolving this for you personally.
Regards Adam.

 

[powertools]

Well I am going to throw my hands in the air and say I alerted Yandles about this thread.
As someone who used to run an online business I have to say I hate threads like this when we only here one side of the story.
I sent an email to Yandles late one evening via their website to alert them to the thread incase they wanted to reply and by 9.30 am the next day they replied thanking me for bringing it to their attention and they would investigate the problem. Before lunch time via this forum they had offered to help you .
To be honest I think that it is you that has for some reason been unable to contact them to resolve the issue that they clearly what to do.

 

[tomosap]

To be honest I think that it is you that has for some reason been unable to contact them to resolve the issue that they clearly what to do.

Thank you for taking the time to alert them - however there is a slight hypocrisy in your original post about a "one-sided" view of the situation when making statements like the above.

I'm quite capable of sending emails to an email address, even taking into account when the poster omits key punctuation from an address that they've typed online to avoid spam bots from picking up on them. Having sent the email to both Adam and CCing in my wife and her receiving it, I'm quite certain that the email was sent.

Apologies Adam for not contacting you by phone. However, given the original contact was made through Amazon using their system and through my wife's account, I felt it easier sticking to an electronic medium so that you could see the previous dialogue to better understand my position.

My wife contacted Amazon last night who have agreed to resolve from her side, and make the necessary contact with yourselves. This puts the issue to bed from our perspective so there is no further action to take.