[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!

[Fleaberto]

Originally Posted by 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!

Masterful tone?.... the flying saucepan didn't agree lol (hope i had the right shutter speed )

[Rob Barron]

Originally Posted by 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!

More like throwing him in front of a bus

[Steve]

This is a thread update to keep everything clear and in the open.

John Lambertt (Backdropsource’s VP) responded directly in this thread on 06-03-08 to apologise and say that the issues raised have been resolved and steps taken to prevent similar issues arising in the future. Subsequent posts seemed to echo that, there has been no further complaints and indeed praise them for their service.

Despite that, representatives claiming to be from Backdropsource have twice contacted Pixalo to request this thread be removed.

The first contact was from Louis Devas on 12-05-08 using a @backdropsource official email account. In that email he made claims that some of our members (unnamed) where ‘involved in tainting the name of our company’, ‘making false claims’, ‘extorting to black mail’ and ‘threatening to write in your forum if we do not pay them’. He went on to request that we stop this happening and remove the thread completely after saying that he could provide us with details to substantiate the claims.

Our email response sent on the 13-05-08 was this…

Originally Posted by Pixalo Admin

I would require the following details before being in a position to consider your request.


1. What is your position at backdropsource.com and your relationship to John Lambert?

2. As John Lambert has had an opportunity to reply and has admitted that there were problems and that these have since been resolved. Why are you now raising the issue two months later when it appears that your company has already given a reasonable official reply?

3. Supply the details of who is resorting to blackmail, plus their Pixalo member usernames.

4. How you have confirmed that the blackmail attempts are by the same people that have posted their experiences on Pixalo. Obviously you understand that anyone who registers with any site on the internet does not necessarily use their real names and details.

5. Provide details of where and what the members have said that is untrue, plus evidence to substantiate your claims.


Subject to the details requested being deemed accurate and providing it is possible to identify the person or persons on Pixalo, we will be happy to moderate their comment(s) & contact them via the forums Private Message system regarding the situation.

Also, please remember that you are welcomed to respond in the thread on the forum using your real name and in an official capacity for your company. Obviously your response should deal with the facts (as John Lambert has done already) and not be for the purpose of promoting Backdropsource.com. Any deviance from that will result in your comments being moderated in accordance with our rules on company self promotion.

We are happy to work with you regarding this situation, but not without evidence to substantiate your claims.

Unfortunately, we have yet to receive any reply from Louis Devas

Nothing much has happened since then until 10-06-2008 when ‘Fleaberto’ posted some positive comments about his experience shopping with Backdropsource. This, and the subsequent comments between him and Markulous obviously brought the thread back into the public view.

On the 11-06-2008 we received another request to have the thread removed. This request was made using a Yahoo email address and the sender (different name than John Lambertt and Louis Devas) claims to work for backdropsource. In the email, the sender claims that ‘some competitors are misusing the thread’ and again has requested it to be removed. This sender also used the 'report post' function on the forums to also highlight the thread and again ask for it to be removed.

Again we have replied however this time we have encouraged the sender to speak with John Lambertt or Louis Devas regarding the situation and also to supply the information previously requested so that we can substantiate their claims and help them get things sorted out.

Our opinion on the situation is that if there are people resorting to the actions claimed by Backdropsource then it is a very sad day. Since Backdropsource’s claims about these people appear to be of a very serious nature, we think that it should be a matter for the police to deal with officially, not Pixalo. We also cannot understand why Backdropsource have not followed up on their first email with the details they said they could provide and that casts some doubt on the validity of their claims. Furthermore it is a little strange that they now want this thread removing since all the recent posts point out that people are basically pleased with their service.

That’s the situation as it stands; we are totally against anyone using Pixalo as a weapon to seek revenge, extortion or blackmail and will take whatever steps are within our ability to ensure that doesn’t happen. We will not do that on unsubstantiated claims though, and so far find Backdropsource claims to have been less than convincing, especially since they have failed to back up any of them with any proof.

As of today we have had no replies to any of our previous correspondence with Backdropspace. Our replies have gone unanswered. Should there be any further developments, we’ll update this thread accordingly.

[newportguard]

Hi

I am new to this site but am having similar problems with backdropsource. Having ordered a steel grey backdrop 3m x 6m on the 5th Dec to recieve a 2.5 x 3m brown one on the 9th the day before I needed it was disappointing. My hopes were lifted when I was told that a grey one would be posted on overnight delivery and that I could keep the brown one I was reasonably happy.

Alas it didn't come , rang again and got a very polite gentleman who promised me on wednesday it would be here on thursday and then on thursday that it would here on friday. Guess what, I am still waiting. Despite sending four emails, the last one copied to their head office I have heard nothing.

I have no problem with mistakes being made we all make them, its how you handle people when you make a mistake that counts.

Hopefully my next post will be a more constructive one asking for help. Nice to meet you all.

[samnooshka]

This is nothing new with them, they are known for failing to provide good on time, and when you do get them make sure everything is there but don't let tem get away with it, keep in their face until you receive your good or demand a full refund and speak to trading standards as tey have been reported before

[newportguard]

Originally Posted by samnooshka

This is nothing new with them, they are known for failing to provide good on time, and when you do get them make sure everything is there but don't let tem get away with it, keep in their face until you receive your good or demand a full refund and speak to trading standards as tey have been reported before

Yes they are about to learn what in your face means, there isn't much that annoys me, life's too short, but being lied to is garunteed to get both barrels.

[digital1]

Hi, Just joined and my 1st moan is about Backdropsource - I am in the process of taking them to the small claims court over the tinternet. It has only cost my £25. To cut a long story short 2 month age I ordered a backdrop and it has never arrived, several emails and calls but I get the same response you guys are getting. Willing to help anyway I can to get a fair deal agaist these con men. Will keep you informed as soon as I hear off the courts. Best Wishes all -Graham

[pixelchick]

I too have had a problem with Backdropsource.com

I purchased a studio lighting kit. When the kit arrived we tested it and found that the lights produced very little light (less than a standard light bulb!)and were not fit for purpose.

I called them and spoke to a man who told me to send an email, which I did.
He was deliberately unhelpful and it was then that I became suspicious that they were not all that they seemed, did a google and discovered this thread!

Being aware of distance selling regulations and as I was within the 7 day cancellation period I sent an email cancelling our order to which I have had no reply. Their web site states that a return authorization number is needed in order to send goods back and they do not state a return address, although there is a warehouse address listed on their website.

I called a second time, but this time the call was diverted to an overseas call centre and was informed that the UK office had closed for the day (this was before 5pm) and to try again.

I sent a second email via the web form on their website and have had no response to that!

I called for a third time and once more got the overseas call centre who advised that the UK had closed for the day (4.30pm)

I emailed for a third time to advise that I intend to return the goods and stated that I would dispute the credit card transaction if i did not get a response and so far I have had no reply to that either.

I made a 4th telephone call at 11.23 am today and was told that the UK were having a tea break, which is why the call had been diverted!

I have now raised a dispute with my credit card company and will be posting this on as many consumer forums possible!

[Dutchie]

Wow another bad story again of backdropsource.com
I think it would be usefull if all of you are going to write to watchdog from bbc. They might be able to gather more info and put up an investigation.

[silkstone]

From whois...

Whois Record

Domain Name.......... backdropsource.com
Creation Date........ 2004-07-24
Registration Date.... 2004-07-24
Expiry Date.......... 2012-07-24
Organisation Name.... Louis Devas
Organisation Address. 1944 tate st
Organisation Address.
Organisation Address. Palo alto
Organisation Address. 94303
Organisation Address. CA
Organisation Address. UNITED STATES

Admin Name........... Louis Devas
Admin Address........ 1944 tate st
Admin Address........
Admin Address........ Palo alto
Admin Address........ 94303
Admin Address........ CA
Admin Address........ UNITED STATES
Admin Email..........
Admin Phone.......... +1.6503291455
Admin Fax............

[Dajoca]

I had reason to buy a backdrop from them some time ago. I had about 2 weeks to go before shooting an event and needed a background and wireless triggers.
Prices were good and all in stock, so I ordered.

Triggers arrived next day. Great.
Backdrop didn't or the next or the next. etc etc.

Rang them up and kept getting some clever automated answer service, or a very odd real person???

Eventually got through to a real person at the warehouse and got the disinterested promises that yes it would be with me tomorrow.

After more than a week and many phonecalls, I rang to cancel my order.
No refund appeared.
I rang every day and was always fobbed off every time.
Every time I rang I was told to wait while the person at the other end went and turned his computer on and left waiting for 5 to 10 minutes each time.
I raised my dispute with paypal and also bought a replacement backdrop from another site (who I really should have used first - Karlu were superb)

It almost seemed like Paypal were innefective in getting a resolution as well, untill I sent emails to both Backdrop source and Paypal that I had had enough and it was now with my credit card company to force a refund.

Two days later the money was refunded, with a message from Backdropsource to paypal blaming me for cancelling too late and causing the problem.

I would never use them again and will advise others not to do so either.

[montague07]

I am also new to this site, i have recently ordered a backdrop kit from the same company (before coming across your site).These guys are UNBELIEVABLE.I was told on monday that my order will be shipped and i would receive it within 2-3 days and surprise surprise!!! today(Friday) i was told im sorry sir, but we do not have the stand in stock,the stand will be with you by monday, because we are running 10 days behind although we have the rest to send out.This was kind of weird considering i rang up everyday since monday and was told everytime that everything was good to go and they will be sent out today. (Today never came)
This message has been posted to let potential customers know that this is not the company to use,i have now requested a full refund and will look elsewhere for the goods.
I have contacted trading standards and ask if anyone else who has experienced this problem to do the same, even though apparently 30 days needs to pass before anything can be done, im sure a number of complaints regarding this company will get some kind of reaction.

[montague07]

Hey guys i did a little research and found out the following info, im not sure if it will be of any use,as you may be aware already, but here it is:
These guys are in singapore and not the uk even though you are dialling an 0208 code.
Haddenham bussiness park have actually heard of backdrop source although they say that there is an ongoing problem with customers trying to pick up goods that backdrop havent even put on order
If you pay by card and in the event you request a refund (god forbid) your refund will be done through paypal regardless of the fact you paid by debit/credit card (i personally dont go near paypal so its annoying that this is the only form of refund...apparently.
The fact that Haddenham bussiness park is on the site is obviously misleading by making the customer believe this bussiness is uk based, and it obviously isnt.
after speaking with pdx i found that my order wasnt even placed after all this time even though i had paid.
And backdrop said?...wer'e sorry...(that doesnt quite cut it for me)
Again i am posting this hoping that people will now be aware of the fact that these guys (backdrop source) will take your money regardless of the fact that they are out of stock and keep you hanging on until stock arrives...if the stock arrives.

[sendsouth]

Hi there.

Im really glad this thread is up and showing in google as I too have just had the misfortune of having to deal with backdropsource.

I ordered a backdrop and stand on the 5th Jan. The site said the products were in stock and apparently in Australia (Brisbane).

On the 12 jan I emailed to see when I could expect the items. After sending a couple of emails, I received a reply that the items werent in fact in stock and that they would have them on the 17th, and I would receive them then. Not suprisingly they used the same excuse as the UK backdropsource guy used...out of stock due to the holiday etc. They did offer a black backdrop as compensation which I thought was OK so accepted the delay. On about the 19th I emailed and asked if they had the stock yet. Again after a couple of attempts at getting a reply, i got one saying the goods were on the Brisbane port and were waiting for release.

I waited for a few more days (I actually needed the stuff for a project) and emailed again. This time I was told they would have it to me straight away etc. Still nothing. Last week I emailed again and was told the goods would arrive by today "easy". I asked for a consignment number but got no reply. I eventually received a reply yesterday saying the goods had been sent and the ETA was Friday 5th. They still didnt give me a consignment number promising to send it to me 'tomorrow'.

Well this afternoon they sent me a consignment note and yes they have sent it...today (4th) and ETA is 9th Jan.

These guys have deliberately lyed to me now several times. Yes, it looks like Im going to get my goods but after many emails, and opening a complaint in PAYPAL.

The goods are fairly cheap (as the quality may well be too Im guessing) but it would seem I get similar items on ebay for comparable and in some cases cheaper prices.

I have a real issue with dishonest business practices though I must say of the hundreds of purchases I have made online, I havent had any experiences even close to the slow and downright dishonest service I have received from backdropsource.

I hope others continue to read this thread as a warning to avoid these guys like the plague...Buy the same stuff off Ebay...I know now!!

[Dutchie]

Well there is one thing I've learned from all these kinda stories and that I always check the company on the internet before I buy from there.