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Post by Deleted on Aug 23, 2015 11:05:08 GMT
After problems with my initial order several months ago, I asked to return two products in brand new condition. The one I wanted to exchange for a different size, the other for a refund as unfortunately it was too big. Anyway, after several emails and telephone calls I was finally told that this wouldn't be possible and I could only receive an exchange for a product of the same or more expensive price, which quite truthfully, I didn't really want! I didn't ever intend to return the product and I was simply buying them out of excitement and to show support to the new club, but anyway I took that on the chin and moved on when I know many wouldn't have. So on July 6th, my birthday, I phoned up, again after a long wait for a reply despite being promised one much earlier, to sort out the exchange of the products as well as confirm I will be returning the previously purchased products. Anyway, the exchange was agreed, they took the payment over the phone and then they confirmed later that week (Thursday 9th) that they had received the returned items from myself. Anyway, as I write this message on Sunday, 23rd August, I have received nothing, not even a message to explain why I still, after over 5 weeks I haven't received my new products, despite trying to phone them and sending another email a couple of weeks ago. I'm not one to get angry very often, but frankly, it is ab absolute disgrace the way they have dealt with my enquiries. I can appreciate they must be very busy and there have been problems in France, but put it this way, if I produced that standard of customer service in my job I would've been sacked a long time ago and the company simply wouldn't get away with it!
I just feel like I am getting no support with the matter when to be honest, it's just a simple enquiry that should've been dealt with a long time ago.
As I said above, I am not one to get angry and kick up a fuss, but if they don't respond to my latest enquiry (sent today via email) promptly, then I will have no choice but to take further action.
In simple terms, they have taken money off me with nothing in return for myself, without even any explanation as to why, despite order the product nearly 6 weeks ago.
I need help!
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Post by devoncat on Aug 23, 2015 11:33:38 GMT
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Post by Deleted on Aug 23, 2015 12:08:05 GMT
Thanks for your help. Literally within days, no more than 2 or 3. The problem is, the communication is so poor at their end, it takes weeks to get a response from them! If anybody at the club could give me some support with this, maybe by giving them a call again also, that would be very much appreciated.
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Deleted
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Post by Deleted on Aug 23, 2015 12:10:49 GMT
You'd think Macron would want to sort this out it's bad publicity for them.
Maybe a few emails to head office are what's required.
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Post by welshbull on Aug 23, 2015 12:11:44 GMT
I ordered a home shirt (M) on the 10th August but still haven't received as much as a dispatch notice. Does it normally take this long??
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Post by bringbackelmo on Aug 23, 2015 12:13:54 GMT
I know it doesn't help you or any exiles but I'd implore anyone to get anything they want from the club in person. The online store has been pretty farcical from the outset, unfortunately.
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Deleted
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Post by Deleted on Aug 23, 2015 12:15:48 GMT
You'd think Macron would want to sort this out it's bad publicity for them. Maybe a few emails to head office are what's required. Exactly, and after my personal experience with them, I wouldn't recommend buying from them unless you're looking for a hard time! A real shame.
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Deleted
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Post by Deleted on Aug 23, 2015 12:20:33 GMT
I know it doesn't help you or any exiles but I'd implore anyone to get anything they want from the club in person. The online store has been pretty farcical from the outset, unfortunately. Unfortunately, I wasn't patient enough at the time and the club didn't offer the things I wanted, so I bought via the online store. As it turns out, the club shop now offers much more and I have learnt a very harsh lesson. To be honest though, it simply isn't good enough and it shouldn't be this way.
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Deleted
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Post by Deleted on Aug 23, 2015 12:21:00 GMT
You'd think Macron would want to sort this out it's bad publicity for them. Maybe a few emails to head office are what's required. Exactly, and after my personal experience with them, I wouldn't recommend buying from them unless you're looking for a hard time! A real shame. It seems you're not the only one, delivery problems happen and is forgivable but the lack of communication is totally out of order. If Macron Meath weren't up to the job, which it seems they are not they shouldn't have taken the job on. Totally Tinpot!
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Post by devoncat on Aug 23, 2015 12:21:00 GMT
Thanks for your help. Literally within days, no more than 2 or 3. The problem is, the communication is so poor at their end, it takes weeks to get a response from them! If anybody at the club could give me some support with this, maybe by giving them a call again also, that would be very much appreciated. There is no excuse for taking weeks to respond - if my company treated customers like that we would not last long. Macron have a captive audience and they are really taking advantage of that fact. It appears their approach is too make it so difficult to return/exchange product that people just give up. It's poor behaviour. I believe I've seen complaints elsewhere about Macron being very difficult to deal with - the club should indeed bring some pressure to bear on them. The club took the decision to use Macron so they should help ensure that the fans get decent service from them. If Macron are not willing to follow the law then the club should find another company who will. Send them another email and link to this thread.
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Post by welshbull on Aug 23, 2015 12:28:04 GMT
I know it doesn't help you or any exiles but I'd implore anyone to get anything they want from the club in person. The online store has been pretty farcical from the outset, unfortunately. Did try to do this before the Dunkirk game but there were about 4 shirts left on the stand, and was told that all they had left was what was out. Has anyone else ordered online? How long did you have to wait?
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Post by devoncat on Aug 23, 2015 12:35:24 GMT
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Post by Deleted on Aug 23, 2015 13:46:07 GMT
I have a little experience in this area.
Macron Neath is a franchise - there are loads of them. Many don't actually have a shop, they just distribute from an industrial unit and although on-line they call themselves Macron Wrexham or whatever they probably distribute other brands as well.
I assume this kit comes from China or somewhere out there. When you are selling a product made in the Far East there will always be problems, particularly if there is a sub-stage in Italy as in this case. Neath could be having a real problem getting the stuff in all the sizes which explains the poor supply. They are also probably under-staffed which explains the poor communication.
I would always avoid the franchise. As a club with reasonable potential for sales go directly to the supplier and sell from the club. Cut out the middle-man.
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Post by nobby on Aug 23, 2015 13:56:51 GMT
Email them with a deadline eg. If I have not received goods or refund by 12.00 pm on xxth I will be forwarding all you details complete with my complaint to trading standards. Keep the email short and to the point.
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Deleted
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Post by Deleted on Aug 23, 2015 15:07:12 GMT
As has been said multiples times before, if there was just some communication from Macron, it wouldn't be as bad.
Maybe the problem is they only speak Welsh?
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stig
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Post by stig on Aug 23, 2015 15:26:27 GMT
We're aware of issues with some orders and have made it known to the operation in Neath that it's disappointing.
Anyone with a Macron related problem can e-mail me on commercial@herefordfc.co.uk and we will chase for you. Hopefully our involvement may help bring some sort of resolution.
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Deleted
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Post by Deleted on Aug 24, 2015 15:13:07 GMT
Got a full refund.
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jc
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Having a small psychotic episode - will be back yesterday, maybe!
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Post by jc on Aug 24, 2015 15:31:51 GMT
Good result with the help of Stig then.
Thanks Stig!
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Post by Deleted on Aug 24, 2015 16:55:44 GMT
Good result with the help of Stig then. Thanks Stig! Absolutely, he has been fantastic, I can't praise him and the club enough for their help in what must be a very awkward situation. Just glad it's all resolved now.
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Post by welshbull on Aug 24, 2015 17:01:10 GMT
Also received a voicemail today about my order - no doubt due to a kick up the arse from Stig. Cheers!
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