The Buckingham Collection Free Half Sovs

[shiny89]

Has anyone had contact about the free half sov? I emailed last week asking if I was eligible but had no reply which was the same when I had placed my order, frustrated by lack of email communication I sent another more frustrated email and got this reply from them, rather unprofessional but also i now have no idea if I am getting one or not  

to add in my email I never said I didn’t want it I just wanted a reply from @TheBuckinghamCollection

[CookieMonster]

26 minutes ago, shiny89 said:

Has anyone had contact about the free half sov? I emailed last week asking if I was eligible but had no reply which was the same when I had placed my order, frustrated by lack of email communication I sent another more frustrated email and got this reply from them, rather unprofessional but also i now have no idea if I am getting one or not  

to add in my email I never said I didn’t want it I just wanted a reply from @TheBuckinghamCollection

If this turns out to be true, I’ll be done with @TheBuckinghamCollection and I’ll be recommending others not to use them. Unprofessional reply and unnecessary to someone who was just making enquiries.

[ceegold]

35 minutes ago, CookieMonster said:

If this turns out to be true, I’ll be done with @TheBuckinghamCollection and I’ll be recommending others not to use them. Unprofessional reply and unnecessary to someone who was just making enquiries.

I recieved an e-mail from them Tuesday promising to send a free half sovereign the postman has been today and I am still waiting to recieve it. Has anyone else on here got one which should have  happened by now as they were due to be sent out as a matter  of priority

 

[HighlandTiger]

2 hours ago, ceegold said:

I recieved an e-mail from them Tuesday promising to send a free half sovereign the postman has been today and I am still waiting to recieve it. Has anyone else on here got one which should have  happened by now as they were due to be sent out as a matter  of priority

 

Still waiting for mine. 

[CookieMonster]

7 hours ago, ceegold said:

I recieved an e-mail from them Tuesday promising to send a free half sovereign the postman has been today and I am still waiting to recieve it. Has anyone else on here got one which should have  happened by now as they were due to be sent out as a matter  of priority

 

Still waiting for mine, too.

[CookieMonster]

@TheBuckinghamCollection Do you have any response to the rude reply @shiny89 received?

[Guest]

On 02/08/2019 at 10:26, shiny89 said:

Has anyone had contact about the free half sov? I emailed last week asking if I was eligible but had no reply which was the same when I had placed my order, frustrated by lack of email communication I sent another more frustrated email and got this reply from them, rather unprofessional but also i now have no idea if I am getting one or not  

to add in my email I never said I didn’t want it I just wanted a reply from @TheBuckinghamCollection

Hi, Thanks for sharing this, we do not accept your such words as used in your previous email, Quote on quote "clearly the comments are true, you guys don't care about customers you are a money grabbing start up"

After sending you an email and text message confirming we would send you of a half sovereign with a current value of £152 you sent us this. We sent you a text message and an email. We believe you didn't see the first email it may have gone to your junk folder. Also it is important to provide the correct mobile number as another form of contact. 

For everyone on here seeing this, this is one example of how there are two sides to every story. We stand by our email, and do not consider it unprofessional in context. 

[Shep]

This is uncomfortable.

[Guest]

On 02/08/2019 at 13:43, HighlandTiger said:

Still waiting for mine. 

We estimate delivery Tuesday morning. 

As per the top although priority, 7-10 days is the time Frame. We do not work weekends so this would be 3-4 working days from confirmation. These are delivered by 1st class tracked delivery. All those that are due to receive they're coins will have a tracking number sent via text message and email the day before delivery. 

Kind Regards 

Customer Services 

 

[Guest]

1 minute ago, Shep said:

This is uncomfortable.

Explain. 

[Shep]

6 minutes ago, TheBuckinghamCollection said:

Explain. 

I appreciate you’re defending your company but airing your grievances with your customers in public makes for uncomfortable viewing.

[Guest]

Just now, Shep said:

I appreciate you’re defending your company but airing your grievances with your customers in public makes for uncomfortable viewing.

This thread was designed to engage with a few of our customers. They're are two sides to every story. We are simply using our right to defend our reputation offering a reasonable explanation to the situation.

 

[sovereignsteve]

46 minutes ago, Shep said:

I appreciate you’re defending your company but airing your grievances with your customers in public makes for uncomfortable viewing.

I have to go with the company on this one.

It was the customer who started "airing grievances" by posting the email from TBC without quoting his own words in their entirety. In my book the company is entitled to respond.

Also to be fair, they did say "so if that is the case I can get you removed from the list" not that they would do  so.

[sovereignsteve]

Also in general terms about this affair; it seems to me the company screwed up customer service big time but came on here and made a very generous offer to make amends.

This seems to me to have precipitated a rather unseemly scramble to secure one of the prizes with more than a little impatience being shown.

Just my impression and for full disclosure; I had never heard of this company until recently, have never had any dealings with them and couldn't care less whether they succeed in this business or not😉

[Shep]

I think there is a way to deal with disgruntled customers tactfully.

They have shown on a few occasions now that their method involves hot headed responses that may make potential customers wary in dealing with them.

I appreciate the situation and that what they are trying to do to remedy it is very generous indeed. However, given the fact that they have previously been extremely poor when it comes to communicating with customers I think they ought to be a little more understanding with shiny89s frustration when he rightly or wrongly thought his emails were being ignored.

[sovereignsteve]

9 minutes ago, Shep said:

I think there is a way to deal with disgruntled customers tactfully.

I agree entirely but it works both ways.

i don't know the exact timescales involved with this email exchange but in light of the company's previous tardy replies i would have thought more of the same was to be expected.

11 minutes ago, Shep said:

They have shown on a few occasions now that their method involves hot headed responses that may make potential customers wary in dealing with them

Again, agreed. More reason, then, to bide your time, get your half sovereign then never use them again. Or at least make a retrospective decision based on recent treatment.

[CookieMonster]

2 hours ago, TheBuckinghamCollection said:

Hi, Thanks for sharing this, we do not accept your such words as used in your previous email, Quote on quote "clearly the comments are true, you guys don't care about customers you are a money grabbing start up"

After sending you an email and text message confirming we would send you of a half sovereign with a current value of £152 you sent us this. We sent you a text message and an email. We believe you didn't see the first email it may have gone to your junk folder. Also it is important to provide the correct mobile number as another form of contact. 

For everyone on here seeing this, this is one example of how there are two sides to every story. We stand by our email, and do not consider it unprofessional in context. 

If you seriously believe this is an adequate response, then, it's no wonder you're doing damage control on this forum. I do believe you're trying your best and I do wish your business the best. This half sovereign offer is generous. Just be a little more understanding with your customers.

[Guest]

1 minute ago, CookieMonster said:

If you seriously believe this is an adequate response, then, it's no wonder you're doing damage control on this forum.

To confirm we do not need "damage control". We are within our rights to decline an offer of a FREE coin.

We had already sent a text message and an email of confirmation. As mentioned before we are fighting a loosing battle here. This forum can take advantage of having a Gold Specialist as part of the forum or continue to mock our every effort. 

[Guest]

5 minutes ago, CookieMonster said:

If you seriously believe this is an adequate response, then, it's no wonder you're doing damage control on this forum.

 

5 minutes ago, CookieMonster said:

If you seriously believe this is an adequate response, then, it's no wonder you're doing damage control on this forum.

Let me ask you. Would you offer someone £150 after they insulted you or your organisation?

[Guest]

56 minutes ago, sovereignsteve said:

Also in general terms about this affair; it seems to me the company screwed up customer service big time but came on here and made a very generous offer to make amends.

This seems to me to have precipitated a rather unseemly scramble to secure one of the prizes with more than a little impatience being shown.

Just my impression and for full disclosure; I had never heard of this company until recently, have never had any dealings with them and couldn't care less whether they succeed in this business or not😉

This is a fair comment. 

[Guest]

1 hour ago, sovereignsteve said:

I have to go with the company on this one.

It was the customer who started "airing grievances" by posting the email from TBC without quoting his own words in their entirety. In my book the company is entitled to respond.

Also to be fair, they did say "so if that is the case I can get you removed from the list" not that they would do  so.

Thank you Steve, let me say we did not want to disclose the comments made by one of our customers, also we should be given a chance to offer a reasonable explanation for the email. 

[CookieMonster]

1 minute ago, TheBuckinghamCollection said:

 

Let me ask you. Would you offer someone £150 after they insulted you or your organisation?

If they were a disgruntled customer, I'd probably say something like this:

"We're sorry you think of us as a 'money grabbing start up'. We are not and are trying our best to rectify our relationship with our customers. So, to help ameliorate the situation may we offer you a free half sovereign for waiting so long for your order? I hope you appreciate this generous offer and, hopefully, will show you we are not a 'money grabbing start up"".

But, you are right, this is your business, not mine. I do wish you the best for your business. I genuinely mean that.

[Mcgrimes]

@CookieMonster I believe that the customer is not always right, and I’m some cases, an idiot. @shiny89 intentionally decided to share only part of a story, which in lieu of a wider context, supported his side of the story.

@TheBuckinghamCollection In their mind you’ll never be correct, unfortunately they have nothing to lose and will constantly ask you to justify your actions and seek recourse. This puts you in an awkward position. Personally, I’d just ignore them.

[CookieMonster]

8 minutes ago, Mcgrimes said:

@CookieMonster I believe that the customer is not always right, and I’m some cases, an idiot. @shiny89 intentionally decided to share only part of a story, which in lieu of a wider context, supported his side of the story.

@TheBuckinghamCollection In their mind you’ll never be correct, unfortunately they have nothing to lose and will constantly ask you to justify your actions and seek recourse. This puts you in an awkward position. Personally, I’d just ignore them.

Given how people were slating TBC on here, I though @shiny89 comments were mild! Admittedly, they were frustrated, but I don’t think TBC should have reacted like that and it could have been solved easily with no ill will on either Sadie (I have an example of how it could have been done).

But everyone has an opinion and I’m not going to dig anyone for it. I have said a few times and I’ll say it again, I wish TBC the best for their business. 

[shiny89]

I understand that people may think I am in the wrong, I am the first to admit the email in question was one sent through frustration of the ongoing lack of contact even during my order I had to ring up, the guy I spoke to was nice enough and explained but I just wanted a reply to emails! 

I will post all correspondence so people have the full story, In all honesty I would never have expected @TheBuckinghamCollection To offer a free coin that is above what you’d expect for late delivery, and so well done to the guys that have got them! 

I thought from the website that the Buckingham collection was a large established company, I now know that not to be true and maybe my expectation was too high, while on reflection an email with a cheap shot at them isn’t going to buy me any fans on here but it was just a frustration email, them saying they ‘offered me a coin’ emailed and text me are just not true, but I’m not going to get anywhere, I have been open we will just leave it there. 

I tried to then apologise and was amazed that they replied within one day but I had already caused the damage and they rightly stuck by their guns.