Angry or what !

[Roselina]

I’m so angry with The Little Hay Company
For the second time ( I have a subscription with them) they have included an invoice receipt (with my hay order) with someone else’s name and address on it. Which means my name and address has been sent to that person. After assurances the first time they said it wouldn’t happen again and it has !
Apparently the web team are looking into it.
I’m protective of my personal details so it’s not great .
Also the orchard hay they sent (@£10.99 for 2kg) is musty and old and completely unusable. I’ve asked for a refund and guess what I’m being ignored !
I’ve emailed and left messages ….arghhhhh
I’ve never had an issue with them before and I’d hoped they would at least reply and process a refund.

 

[HollysKingdom]

I haven’t bought anything from them since June (timothy hay, which was excellent actually). Didn’t they raise their prices quite a bit in September because of a bad harvest in the summer drought? Maybe they’re struggling

Dunno how you get a company to take notice when you want a refund - leave a negative review with your issues, adding that you will be warning your guinea pig-owning friends to avoid them? (My son just suggested sending them a box of piggy poo )

they’re busy and just being slow to respond

 

[Merab]

There can be a variety of reasons why a company doesn’t respond.
Sometimes it’s because the computers do everything and humans get left out of the equation.

If you’re not getting any response to your emails try phoning and talking to a real person.
Muddling addresses does put them in breach of GDPR. Once is a mistake, twice is carelessness and could have serious consequences with the Information Commissioner’s Office.

Do they have a complaints procedure ?

If you have tried several times, politely, to get a response the final resort is an email to the manager / CEO. That really is a last resort but can be effective.

 

[Roselina]

There can be a variety of reasons why a company doesn’t respond.
Sometimes it’s because the computers do everything and humans get left out of the equation.

If you’re not getting any response to your emails try phoning and talking to a real person.
Muddling addresses does put them in breach of GDPR. Once is a mistake, twice is carelessness and could have serious consequences with the Information Commissioner’s Office.

Do they have a complaints procedure ?

If you have tried several times, politely, to get a response the final resort is an email to the manager / CEO. That really is a last resort but can be effective.

Thank you Merab

 

[Roselina]

Update
I contacted for them a third time and asked for a refund again and I mentioned that I had been advised to take things further if I didn’t hear from them.
I’m getting a refund

Thank you everyone
I can’t afford to just loose that money for hay that’s unusable.

 

[Mrs Tiggy Winkle]

Update
I contacted for them a third time and asked for a refund again and I mentioned that I had been advised to take things further if I didn’t hear from them.
I’m getting a refund

Thank you everyone
I can’t afford to just loose that money for hay that’s unusable.

Good for you for standing up for yourself! I wish it hadn't been necessary for you to contact 3x though.

Along the same lines, maybe 5-6 years ago a translator I knew who was actually employed by a company rather than self-employed like most of us was given the following 'rule' by her company - for those translations that she passed on to external self-employed translators e.g. because not her own language combination, she was not allowed to send payment out after the first invoice. She had to wait for at least one reminder if not more. Why? To save money. Because some freelancers will give up instead of fighting. Fortunately I was never asked by her company to translate. But that attitude - it's disgraceful I think. And for me with chronic exhaustion and other health problems which makes everything harder, it's really annoying when companies act like that. I know I'm not the only person with chronic health problems...

 

[Merab]

Sadly some companies seem to do everything to make people go away because they’re too fed up to pursue whatever the issue is.

It’s sad because most companies are good, helpful and friendly.
I had a lovely conversation this afternoon with the company that service our boiler, they are always a pleasure to deal with.