[GainfulShrimp]

I ordered some backgrounds (black, white and chromakey green) together with a support stand, from backdropsource.com on 28 November, for next day delivery.

I still haven't received the order.

I have contacted them on several occasions over the last two weeks, both via their customer support phone numbers and via their 'online support chat'. On each occasion the person (with a strong accent) just says "you'll get your order tomorrow" but doesn't seem to make any effort to actually look up my order on a system or anything... and nothing arrives.

The last two times I've called them, I've asked for a courier tracking number which they agreed to email to me... but nothing appears in my inbox.

So I've now raised a Paypal 'item not received dispute' regarding the transaction and will be pushing for a refund if I still can't get any answers when the deadline for the dispute arrives.

But the sad thing is, I'd much rather just get the stuff I ordered rather than a refund... I'm generally a laid back kinda guy and I feel I've been pretty patient and polite, it's just that their customer service is so appalling that I feel I don't have any option other than to get Paypal involved.

Do you think I'm doing the right thing or am I being too harsh/soft? Does anyone else have experiences of backdropsource.com - good or bad?

[sawdust]

No I dont think you are to hard on them I would raise my claim with Pay Pal to a full dispute and get my monies back . I would also phone them up and tell them that is what you are doing and also tell them that you are letting everyone on this site know the problems you have had. Amazing how fast word can spread about bad transaction. all the best.
Alan

[Markulous]

Not had any experience/knowledge of them but think you're being remarkably restrained, given that it's now two weeks later (and late by 2 weeks!) with no satisfactory explanation

[GainfulShrimp]

Thanks for the comments. I'm aware that sometimes good suppliers have problems with stock or supply that mean they can't meet their promises, but it's the lack of response (and apparent lack of care!) that bothers me this time.

[Steve]

Originally Posted by GainfulShrimp

Thanks for the comments. I'm aware that sometimes good suppliers have problems with stock or supply that mean they can't meet their promises, but it's the lack of response (and apparent lack of care!) that bothers me this time.

I would echo that completely. As you say though the impression they have given you is one of not giving a damn. If they had apologised and explained of any potential hold up most people are understanding, but to promise goods to be delivered next day or tracking numbers only to have nothing arrive screams of a company that is not worthy of your custom.

I think you have done the correct thing but I would also escalate the paypal dispute.

[silkstone]

Agreed. Also, do you have their postal address to report them to Trading Standards?

[GainfulShrimp]

Hmmm... well I got into the office this morning to find the parcel fairy had made a visit and the brown box sitting next to my desk is marked with DHL and the sender is backdropsource.com.
So either it was a complete coincidence or raising a Paypal dispute seems to have kicked them into action.

And I'm not sure if they have a good sense of humour or they are lacking a sense of irony, because I got this email this morning too:

Dear Holdsworth,

Thanks for your patronage.

We at backdropsource.co.uk would like to thank you for your patronage.
As a part of our continous improvement process, we are looking forward to your feedback and suggestions. We would also like to offer you a coupon with 5% discount on all purchases, once you finish the survey.

Please click on this link to go to survey
FlexSurvey Link

Once again, we would like to thank you.
Regards,
Customer Service
Backdropsource.co.uk

I think I'll fill it in. At least it gives me opportunity to log the problems with them in yet another way...

Don't know how useful that 5% will be, though... not sure I want to experience their 'next day delivery' again!

[orangepeel]

u might wanna remove that link unless your happy for some nefarious individual to complete the survey with reams of abuse...

/me whistles.

[sonicmur]

Hi Gainfulshrimp,

I read your hassle with backdropsource with interest. I shopped at their website in september - the site said the kit I wanted was in stock - in October they sent me 2 of 3 pieces of the light kit. they replied to my email saying the other bit would be sent when in stock. The item was in stock in December but they did not send me the piece. I phoned and just like you they said it would be with me next day - another time I rang they said they'd email me the courrier number (they didn't). I've sent them a recorded letter - no reply. PayPal won't do anything because more than 45/60 days elasped since contacting them.
Look carefully at my package slip they are saying they have inclused the 12" refector -but I only got the stand and the bulb - and the 2 boxes (2 of 2) are too small to hold a 12" reflector - so backdropsource have made an input error but are unwilling to communicate with me about it - weird.

PayPal said they would review my case if they receive other unhappy customers - I wonder if your story would be on their records and I can point it out to them....

[rachelguy]

Ive just had a bad experience with them. I ordered a backdrop/stand kit in their sale (half price.. was listed around 320 and on sale for 155) and it arrived when i was away, housemate signed for it. now im back and just attempted to set it up to shoot with.. the build quality is AWFUL. the plastic nobs for tightening it have snapped and smashed off in transit and are made of thin, sharp and far to fragile plastic to ever withstand being tightened to any acceptable level. In my opinion its not remotely fit for purpose.. im ringing them monday morning about a refund but im unsure of how it will go. they have a 10 day return policy and im inside that but i want my money back o_0 pity the muslin backdrop and cross pole in the kit are seemingly fine. just the stands arent up to scratch, even if they werent damaged.

[Mike Stevens]

Hi was shocked on delivery time of backdropsource.co.uk i have my last order to them was made 07 jan as i was in need of the items very badly for next day moring shoot which is worth 3000 pounds . i phoned up customer care and asked whether they can promise nextday they said that they will do that on risk after that i made order

On the next day morning i was shocked i had delivery about 9 in the morning

Thank you backdropsource.co.uk... you have rasied up

And strongly appose the coments posted by other customer agasint you . because am sure that you won't do that because i have 14 order still now

[JohnLambert]

Dear valued customers,
Thanks for posting your concerns.
We are extremely sorry for the delay in shipments in our UK store. Due to the heavy demand during the holidays, our warehouse personnel could not ship the goods on time. We have since moved to a larger warehouse with additional personnel to handle your needs.
We have also replaced our customer service staff with experienced and well trained customer service and sales representatives.
We have also installed a new customer service software that will provide you with self service information on the status of your order. You can also find all your conversations with us in one place.
As you see we are trying to ramp up our service and trying to hand hold our customers and help them get the best products at low prices.

If you have any questions or concerns, please send an email to uksupport@backdropsource.com and we will do our best to solve your issues.
Once again we would like to apologize for the delay in shipments and will strive to make sure you have the best in customer service.

Thanks and Regards,
John Lambert
VP, Customer Service
Backdropsource.com

[Fleaberto]

Well, i ordered a lighting kit from Backdrop source last week - i didn't see anything about next day delivery and at those prices had no 'next day' expectations either. Imagine my horror, though, when i found this forum AND this thread!
So, i kept an eye on my order...status nothing..............status nothing..................then, today, "Status: Order Complete" and what has just turned up at my desk at work? - a complete, all boxes at once, pristine lighting kit!
Wahoo!
Obviously i can see some (most!) seem to have had cack service, but i can only say as i find - 3 working days from date of order. That's quite ok for me to be honest.
Right, now where's that girlfriend of mine? : "Oi, luv, over 'ere...throw some poses darlin"

[Markulous]

Thanks for the info, Fleaberto! Glad it all worked out OK - seems our little thread may've helped get them back on track!

With your masterful tone I bet she's throwing herself in front of your camera!