Poor customer service at Rimmerbros? - MG-Rover.org Forums
 
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post #1 of 8 (permalink) Old 09-04-2013, 12:35 Thread Starter
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Unhappy Poor customer service at Rimmerbros?

This is my second order and will probably be my last unless I cannot find things elsewhere.

I ordered a part on 31/03/13 and by 06/04/13 I hadn't received it. I spoke to Rimmers on 06/04/13 and the chap was excellent; I had no tracking number as the email never came and he gave me the tracking number and offered to speak to UPS on 08/04/13. UPS believed my address did not exist

I spoke to UPS on 06/04/02013 who said they would deliver today 09/04/13 but they were still holding the parcel "waiting to be released by clearing agency". - no one from rimmers had contacted them
I called Rimmerbros this morning and the chap on the phone just said "what do you want me to do about it?" in a very rhetorical manner. Having lost hope in any assistance from Rimmerbros I spent over an hour on the phone to someone with a very large language barrier but I managed to prove my address existed (thanks to google maps) but he still refused to release the parcel. I managed to get put through to the local depot and and the lady there offered to release it if I provided a different address. So I had to provide my work address which my boss isn't happy about.

I contacted Rimmerbros again to explain the issue and that I understand the mainstay of the issue has been caused by UPS and if I there was anyway for me to ask for future orders to not be sent via UPS. All I received back was

"Thank you for the email
parcel is out for delivery to you on the 10th".


Very disappointed.

Last edited by Jim_bob_marley; 09-04-2013 at 12:36. Reason: spelling
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post #2 of 8 (permalink) Old 09-04-2013, 15:24
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Is Rimmerbros still active in this site, they are very quiet? I believe they still sponsor the Mgzt/Rover75 section?
A question has been asked before, directed at them, and they never answered.
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post #3 of 8 (permalink) Old 09-04-2013, 19:24
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I think your issue with Rimmer Bros and UPS is something you should take up with them, and them alone.

I do not think such matters should be vented on a web forum, especially where the majority of us who deal with Rimmer Bros have always had excellent service.

I don't quite understand why your package has to go through a 'clearing agency', nor why you have had 'language barrier' problems with UPS - Lincoln (UK) to Harrogate (UK) shouldn't present any issues

I have to say that my impression is that the issue is between you and UPS, and that your accusation of poor customer service should be aimed rather more directly at UPS.
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post #4 of 8 (permalink) Old 09-04-2013, 19:28
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Quote:
Originally Posted by denis747 View Post
Is Rimmerbros still active in this site, they are very quiet? I believe they still sponsor the Mgzt/Rover75 section?
A question has been asked before, directed at them, and they never answered.
They sponsor/advertise on a number of MG Rover related forums, but do not tend to be particularly active on any of the forums they deal with - and to be fair, the num,ber of questions asked of them by way of their trader forum here (and elsewhere) doesn't really warrant them checking or postingn veru often (if at all). Direct contact with them is so easy that it probably isn't of great importance.
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post #5 of 8 (permalink) Old 10-04-2013, 13:02
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Hi Jim,

Sorry to learn of the delivery and phone call problems , please email me all the details and I will investigate. We are committed to providing excellent customer service and to acheive customer satisfaction at all times.

Kind regards

Andrew Mundy
Sales & Marketing Manager
andrew.mundy@rimmerbros.co.uk
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post #6 of 8 (permalink) Old 10-04-2013, 19:34 Thread Starter
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Hi Andrew,

Thanks taking the time to come on here to speak to me.
I'll send you an email ASAP.

Thanks,

James.
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post #7 of 8 (permalink) Old 26-04-2013, 20:40
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Quote:
Originally Posted by Man in the Car View Post
I think your issue with Rimmer Bros and UPS is something you should take up with them, and them alone.

I do not think such matters should be vented on a web forum, especially where the majority of us who deal with Rimmer Bros have always had excellent service.

I don't quite understand why your package has to go through a 'clearing agency', nor why you have had 'language barrier' problems with UPS - Lincoln (UK) to Harrogate (UK) shouldn't present any issues

I have to say that my impression is that the issue is between you and UPS, and that your accusation of poor customer service should be aimed rather more directly at UPS.
The buyer's contract is purely between him and Rimmer Bros, so if he has any issue at all with the order, it's down to Rimmers to sort out.

UPS have no contract with the buyer, so why should he have to contact them? Rimmers should be doing the footwork, and should have done more to help.
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post #8 of 8 (permalink) Old 27-04-2013, 06:42 Thread Starter
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I'd like to add to this that Andrew Mundy was very apologetic and promised to investigate my grievance fully. he has also left a note on my account so they won't send things to me via UPS again.

Thanks
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