Att: alex gardiner

[J D]

HI Alex. Ive put this on several forums with the hope that youll see my post on one of them.

I placed an order for an SLX 18 and some accessories yesterday evening , Order No. JD37RL30015327

A very nice salesperson called Cassie phoned me today to say that a delivery surcharge of £35.00 was applicable on orders to Northern Ireland, which i understand, thats life living on an island. I said to her that was ok and to go ahead but i was then told that Gardiners cant deliver poles to Northern Ireland even if i pay the surcharge!

So my gripe is why tell me about the £35.00 delivery charge and then when i agree to it i am told you dont deliver poles to Northern Ireland?

I purchased poles from Gardiners before with no problems and feel this should be highlighted on your website to save us having to go through this process! It states on your website that you deliver to the scottish highlands, so do you wait for someone to place an order from scotland then phone and tell them you dont deliver poles to Scotland? Cassie stated that Arthur at sureclean sells your poles at the same price, which is true but you are charged extra for the brush, inner hosing etc and it comes to £45.00 more for the same order. Perhaps you should put a note on your website that goes something like this -

Pole orders to Northern Ireland incur a surcharge of £35.00 (When you place your order we will phone you and tell you we dont deliver to Northern Ireland, even if you are willing to pay the surcharge!)

I hope you understand my gripe Alex & can give me my faith back & my fellow Irish Gardiners fans faith back in your normally brilliant customer service by doing something for me? JD

 

[Smurf]

Over to you @Alex Gardiner

 

[Alex Gardiner]

HI Alex. Ive put this on several forums with the hope that youll see my post on one of them.
I placed an order for an SLX 18 and some accessories yesterday evening , Order No. JD37RL30015327

A very nice salesperson called Cathy phoned me today to say that a delivery surcharge of £35.00 was applicable on orders to Northern Ireland, which i understand, thats life living on an island. I said to her that was ok and to go ahead but i was then told that Gardiners cant deliver poles to Northern Ireland even if i pay the surcharge!

So my gripe is why tell me about the £35.00 delivery charge and then when i agree to it i am told you dont deliver poles to Northern Ireland?

I purchased poles from Gardiners before with no problems and feel this should be highlighted on your website to save us having to go through this process! It states on your website that you deliver to the scottish highlands, so do you wait for someone to place an order from scotland then phone and tell them you dont deliver poles to Scotland? Cathy stated that Arthur at sureclean sells your poles at the same price, which is true but you are charged extra for the brush, inner hosing etc and it comes to £45.00 more for the same order. Perhaps you should put a note on your website that goes something like this -

Pole orders to Northern Ireland incur a surcharge of £35.00 (When you place your order we will phone you and tell you we dont deliver to Northern Ireland, even if you are willing to pay the surcharge!)

I hope you understand my gripe Alex & can give me my faith back & my fellow Irish Gardiners fans faith back in your normally brilliant customer service by doing something for me? JD

Hi JD

For queries like this it is usually better to email me or the office direct as I do not always monitor the forums.

I am not sure why you got conflicting messages from Cassie, but will look into this as all calls are recorded and I can have a listen. As we already have a pole supplier in Ireland it is standard policy to direct all sales to them.

Looking at the comparative prices you are actually better off buying direct from our Irish distributor though. For comparison I have listed the prices below for an SLX18 with DT MM Brush and a Quick-LoQ Resi-Neck:

Direct from Gardiner Pole Systems (as you ordered)

£211.20 (inc. VAT) + £35+VAT = £42 surcharge from the couriers = £253.20

From Sureclean Systems in Ireland

£214.18 + Free Shipping = £214.20

This is a saving of £39 by buying from our Distributor. The only difference is that Sureclean do not offer the Long Resi-Neck as a pole option which is what you selected on your order from us. However they do stock them (http://www.surecleansystems.com/?product=quick-loq-resi-neck-type-1-long) so I am sure they will be able to upgrade to this for the same £3 that we charge. Even with this, the saving is still £35.40 compared to buying from ourselves.

With regard to clarity on the site (although I am sensing your irony here) when you went to order you will have noticed on our site that there was not a courier option shown for your order to Ireland. You selected Mainland UK which obviously does not apply in your case.

I'm sure Sureclean will be able to sort things out for you but if you have any further queries, please just let me know ([email protected]).

 

[Smurf]

Happy now @J D

 

[Tuffers]

Hi JD
For queries like this it is usually better to email me or the office direct as I do not always monitor the forums.

I am not sure why you got conflicting messages from Cassie, but will look into this as all calls are recorded and I can have a listen. As we already have a pole supplier in Ireland it is standard policy to direct all sales to them.

Looking at the comparative prices you are actually better off buying direct from our Irish distributor though. For comparison I have listed the prices below for an SLX18 with DT MM Brush and a Quick-LoQ Resi-Neck:

Direct from Gardiner Pole Systems (as you ordered)

£211.20 (inc. VAT) + £35+VAT = £42 surcharge from the couriers = £253.20

From Sureclean Systems in Ireland

£214.18 + Free Shipping = £214.20

This is a saving of £39 by buying from our Distributor. The only difference is that Sureclean do not offer the Long Resi-Neck as a pole option which is what you selected on your order from us. However they do stock them (http://www.surecleansystems.com/?product=quick-loq-resi-neck-type-1-long) so I am sure they will be able to upgrade to this for the same £3 that we charge. Even with this, the saving is still £35.40 compared to buying from ourselves.

With regard to clarity on the site (although I am sensing your irony here) when you went to order you will have noticed on our site that there was not a courier option shown for your order to Ireland. You selected Mainland UK which obviously does not apply in your case.

I'm sure Sureclean will be able to sort things out for you but if you have any further queries, please just let me know ([email protected]).

Top banana :thumbsup:

 

[J D]

Alex i just entered the same order into my basket on sureclean system and ive now got the price you just highlighted! Im must be going funny in the head cause i didnt get the same price yesterday. The brush is now Free and comes with a Resi Neck free but the DT Brush cost £12.99 yesterday , as did a couple of other items! Was this a blip on the sureclean site or am i going nuts!

Thank you Alex, ive now placed my order on Arthurs website. /emoticons/wink.png

 

[J D]

Im very happy now smurf Thank you...... Top man is our Alex ye know...../emoticons/biggrin.png

 

[TolishAPurd]

Now everything's cheered up a bit....

POTATO!

/emoticons/biggrin.png

 

[Alex Gardiner]

Alex i just entered the same order into my basket on sureclean system and ive now got the price you just highlighted! Im must be going funny in the head cause i didnt get the same price yesterday. The brush is now Free and comes with a Resi Neck free but the DT Brush cost £12.99 yesterday , as did a couple of other items! Was this a blip on the sureclean site or am i going nuts!Thank you Alex, ive now placed my order on Arthurs website. /emoticons/wink.png

When you first placed your order did you place it for a CLX pole? (the one that you then changed your mind on) If so this may be the reason for the difference in price as the CLX does not come with a free brush from SureClean but they charge £13 for it. This may be the reason for the original difference?

 

[Tuffers]

^^ he's ace :thumbsup:

 

[J D]

Aye ye are bang on the money there Alex. Thanks again, top service.....

 

[Gavin]

Moving to WFP cleaning area

 

[RiceRocket]

Lol

 

[Bingo]

Just for JD /emoticons/wink.png .........

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[J D]

That made me smile Bingo. /emoticons/biggrin.png

 

[Gavin]

Just testing alerts for @Alex Gardiner

 

[Gavin]

Better test mine as well, these posts will be removed latter @Gav