North West Programme Shop - poor customer service

[sbs1trg]

Hi - new forum member, so apologies if I've posted this in the wrong section, mods feel free to move!

I have a fairly modest collection of a few hundred programmes - mainly Oldham matches that I've attended, but also some big games and rarities, such as Champions League finals, World Club Cup etc.

I had previously sourced quite a few programmes via Manchester Programme Shop and always had great service. However, since the company came under new ownership and changed its name to North West PS the quality of service has gone through the floor.

My problems have included late delivery, non-delivery, damaged items etc. I'm currently banging my head against a brick wall trying to get a refund for two non-delivered items (they have mysteriously cancelled 2 Paypal refunds).

Has anyone else experienced these kind of issues? Or, even better, experience of successfully resolving them?

Many thanks
Tom

[grantham]

Had exactly the same during their end of season sale

Placed an order, then asked to hold the order whilst I added to it. They stated it had already been despatched. So I placed a new order.

10 days after both orders arrive together, in a mixed parcel. Guess what, it hadn't been despatched at the same time. Meaning I paid £30 more postage than required.

I also ordered 5 copies of the Champions League final, they said tracking details would be sent via email, after 3 weeks they decided that the parcel got damaged and was returned to them. Don't worry they will send it out again using a different firm and then forward the tracking information.

Guess what, they never arrived nor did any tracking information. Do you know why ? Because during their offer this brought the programme down to a level where it was a steal. They made no attempt to cancel or resolve the issue, just lie and say they sent them TWICE.

I did receive a refund for the Champions League programmes they failed to deliver, but heard nothing about my other complaints.

Really slow service, poor communication, loads of excuses (best was 2 of them were out of the office at a wedding and wont return for a week, they are the only 2 people that have access to a tracking code)

I'd struggle to recommend them to anyone to be honest, the programmes that did turn up were as requested, but very slowly
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[manchesterunitedman1]

grantham wrote:

Had exactly the same during their end of season sale Placed an order, then asked to hold the order whilst I added to it. They stated it had already been despatched. So I placed a new order. 10 days alter both orders arrive together, in a mixed parcel. Guess what, it hadn't been despatched at the same time. Meaning I paid £30 more postage than required. I also ordered 5 copies of the Champions League final, they said tracking details would be sent via email, after 3 weeks they decided that the parcel got damaged and was returned to them. Don't worry they will send it out again using a different firm and then forward the tracking information. Guess what, they never arrived nor did any tracking information. Do you know why ? Because during their offer this brought the programme down to a level where it was a steal. They made no attempt to cancel or resolve the issue, just lie and say they sent them TWICE. I did receive a refund for the Champions League programmes they failed to deliver, but heard nothing about my other complaints. Really slow service, poor communication, loads of excuses (best was 2 of them were out of the office at a wedding and wont return for a week, they are the only 2 people that have access to a tracking code) I'd struggle to recommend them to anyone to be honest, the programmes that did turn up were as requested, but very slowly

Do you know who the owner of this business is and where are they now located?.

[martino]

Are we talking about NWProgrammes.com?

If so a message on their website says

"We Are Now Closed Till The 30th July for Stocktaking & Annual Leave,
All orders placed during this time will still be dispatched on time."

How can all orders placed while they are closed be despatched on time?

[efc1998]

Easy solution to these cowboys is take your custom elsewhere. Surely what all sellers want is follow up custom. Poor service with anything in life and you go elsewhere and don't go back. People get the message eventually.

[Karb]

I've had two dealings with them, and although I had problems with both orders, they were both sorted out satisfactorily. First order took almost four weeks to arrive. I'd contacted them after just over two weeks, and they stated that the parcel had been sent out the previous day, but it was over a week later that it finally arrived.

Second package arrived with one programme missing, and one incorrect programme sent (I'd ordered a programme from a postponed fixture, and was sent one from the rearranged game). They did send out the correct programmes as soon as I contacted them, so fair play to them for that.