Wylies Outdoor World レビュー 

Wylies Outdoor World からの回答

2024年10月13日

Thanks for taking the time to leave a review, Steve. It was a pleasure serving you. Feel free to reach out any time.

All the best,
Drew

Wylies Outdoor World からの回答

2024年8月25日 に更新

Here is the facts of the matter,

every page of your website states we have a two-day dispatch time, and use a next working day service. If this is not suitable for you, no one here will twist your arm. That's not a "scam" We are not struggling to dispatch orders. This order was dispatched well before it was due to be. A point Lauren left out of her review.

we are always closed on weekends. But, I will help you if I can!

any postal-related queries cannot normally be addressed over the weekends, both ourselves and DPD Business customer services are closed.

Lauren has been emailing us all weekend about her order, she disregarded the shipping info and feels she is entitled to complain, and rather than accepting she disregarded the info on our website. in Laurens's opinion, it's a "Scam" Admittedly, It wasn't collected by the courier, but once this came to light it was resolved within a day. I have responded to each of her emails outside of office hours when it was not due for delivery until Monday/Tuesday.

Lauren chose to disregard this and to escalate the matter beyond reason, becoming overly entitled, very liberal with the facts to suit her perspective, dismissive of any facts to the contrary, and later became quite personal, and immature in her emails.

As owner of Wylie's Outdoor World, I have a zero-tolerance policy for this kind of nonsense. This is quite different from having poor-quality customer service.

If there is an issue, we will address it personally, even if it's in my own time, and we are good at it! we have been in business for a long time, because of our customer service, which is reflected as a factor in our positive reviews. We are unable to control how someone else conducts themselves regrettably. But we can choose not to serve someone if I feel it's warranted. In these cases, a negative review containing the narratives "poor service" and "poor customer service" is sure to follow.

We are a small, specialist outdoor retailer, who appreciates our customers, and every order we receive. I am passionate, and dedicated. Every customer's satisfaction is my priority...

If any customer, demands the unrealistic, becomes aggressive, acts over-entitled, or attempts to hold us to ransom by negative reviews, I reserve the right to cancel the order.

Lauren pestered me all weekend, knowing we were closed for the weekend. Despite my best efforts to be responsive on my own time, and proactively address her issue from Friday evening to Sunday afternoon. By that stage, my patience was exhausted and I chose to cancel her order and collect her item from DPD.

I have been in the outdoor industry for almost 20 years now. I choose to be the sole contact for all our customers. No Matter how large we grow. I can offer sound advice, and product recommendations from my own experience, I test the things we sell by purchasing them, with my own money and I can resolve any issues quickly, with no fuss because I have the authority to do so. I will remember you because I took your order, answered your email, or your calls, packed up your order, and ensured it was delivered safely.

If that level of customer service, and dedication is unsatisfactory,
is it possible that your self-entitlement, and how you have chosen to conduct yourself may have been a contributing factor concerning the friction you have experienced in this particular case?

Lauren has edited her review 3 times, and each time she has distorted the facts further.

My original response covers the facts,

Wylies Outdoor World からの回答

2024年8月11日

Thanks for taking the time to leave us a review Mark. We really apprechiate it!

Wylies Outdoor World からの回答

2024年8月4日

Thank you for the review! Glad I was able to help you, Drew

Wylies Outdoor World からの回答

2024年8月4日

Thank you for the review! Glad I was able to help you, Drew

Wylies Outdoor World からの回答

2024年8月4日

Thank you for the review! Glad I was able to help you, Drew

Wylies Outdoor World からの回答

2024年8月4日

Thank you for the review! Glad I was able to help you, Drew

Wylies Outdoor World からの回答

2024年8月4日

Thank you for the review! Glad I was able to help you, Drew

Wylies Outdoor World からの回答

2024年7月6日

What Anthony neglects to mention is Owner of Wylie's Outdoor World "Drew" has had some health problems this year. Working alone means in events where he has needed to go to hospital there is no one to take the reigns. We restock ourselves bi-daily on average. a short stay in hospital for a couple of days at the time of Anthonys' order had disrupted our stock flow.

Drew spoke to Anthony on the phone, apologized and they agreed that they would arrive in time for an upcoming trip.

Drew got the stock ordered, Drew went back to the hospital unexpectedly between the 3 and the 5th for an emergency operation. While still in the hospital, recovering from his operation, Drew contacted every customer, one by one who had contacted him between those dates to apologise for the lack of responce, and to inform them all orders would be resolved or dispatched before Monday the 8th. (the first day we were open after that weekend)

Anthony, after accepting the turnaround time jumped the gun a bit when he didn't get a response for 2 days and left a couple of scornful reviews, and some social media posts that were defamatory in nature. Drew contacted Anthony to apologize, and explain, Anthony was unwilling to accept this apology and did take things a little too far to accept as "understandable customer frustration" he threatened further negative reviews.

It is our policy to cancel the orders of abusive, or threatening customers, so we regrettably informed Anthony we would cancel his order when we open again.

Anthony then spent his Friday night to the early hours of Saturday morning sharing a less-than-accurate account on every review platform he could find.

He was understandably concerned, we apologized, and tried to show that he was a priority by communicating while still in the hospital. He was not happy with that, he was even less happy when we canceled his order, and even more so when Drew refused to go into the office over the weekend (when we are always closed) while still recovering from an operation to refund his money until opening on Monday, largely due to Anthony's Actions by this stage, otherwise, Drew would have.

Anthony's order would have been dispatched on Monday the 8th, to arrive with him on the 9th in ample time of the guaranteed resolution we initially gave.

We don't like refusing service to anyone, that is a final action reserved for the few customers who despite our best efforts insist on escalating things to an unacceptable level.

If you have a problem, if it is our responsibility or not we will do our best to resolve it for you. On this occasion, it was our responsibility, it was unavoidable. However, it was our responsibility so we did everything we reasonably could to appease Anthony, in the end, we decided not to take any more nonsense from him.

Wylies Outdoor World からの回答

2024年6月20日

Owen placed his order on the 10 of January 2024. Containing a bladed tool that requires age verification...Bladed tools that have been used are also non returnable items, as stated in our returns policy.

Our website clarifies that we will not "hold" stock for pending age verifications.

Own submitted his age verification on the 28th of January 2024, 18 days after his purchase date.
By then we had sold out of the sheath colour for an army knife, and substituted for one we did have.

if Owen had read the info on the product page, and all other info on the website, completed his age verification immediately after purchase, as the website instructs he would have received his item a couple of days later.

He attempted to return it sometime later on the grounds it was "used"

Wylies Outdoor World からの回答

2024年8月4日

Thank you for the review! Glad I was able to help you, Drew

Wylies Outdoor World からの回答

2024年8月4日

Thank you for the review! Glad I was able to help you, Drew

Wylies Outdoor World からの回答

2024年8月4日

Thank you for the review! Glad I was able to help you, Drew