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Ashby Trade Sign Supplies disappointing service
I have been using Ashby Trade since March 1998. In April 2014 they refuse to do any more work for me.
My last order was 2 fabricated and painted sign trays with welded corner seams, 1 of these was to have fillet plates so the 2 signs could be fitted together to make a double sided hanging sign. This order also came with 8 colour coded pozi head screws so I could join them together.
On Thursday 10 April 2014 I rung Ashby, spoke to Derek and told him that the two trays had been welded together in the corners so there was no way I could get them apart to allow me to do the work I needed to do on them. Derek told me that they were not welded and that they were 2 separate panels. After several attempts to get over to Derek that they were definitely not separable Derek asked if he could speak to the “bloke” doing the job. I informed him that it was myself doing the job (a female). I took a photo of the welded corners and emailed them to Derek. They then agreed that the sign trays needed to be returned to Ashby to be separated.
I was due to fix the job the next Wednesday 15 April and had arranged access equipment and a fixer. They assured me that the sign trays would be picked up by their courier the next day and they would get them separated and back to me by 12:00 Wednesday 14 April with enough time for me to carry out the work I needed and get it fixed as planned.
The courier company didn’t pick the sign trays up the next day.
The courier picked up the sign trays on Monday 14 April.
On Wednesday 14 April I emailed Ashby Trade to check that I would be receiving my sign trays by 12:00 this day, as last discussed.
I had an email from Ian Blackman informing me that they had not been dispatched, many more excuses and “having had a chance to look at the trays they have not just been riveted together they have also been welded in the corners. We can still separate the trays but they will need re-painting as well which means I can not turn these around for despatch until tomorrow night for delivery on Saturday.”
They did not arrive on Saturday 19 April.
On Tuesday 22 April (we had a bank holiday Monday in the way) after myself sending several emails enquiring where my sign trays where I eventually had an email from Ian saying “it appears that they are still here”.
I had rearranged to fix this job this evening so suggested they arranged a same day courier to get me out of trouble. Ian’s reply was “I did make enquiries about a same day vehicle but unfortunately it is not an avenue available to us so all I am able to do is watch it on to the lorry tonight myself on an upgraded pre-10.30 service.”
Again I had to let my customer down, cancel the fixer and the access equipment and rearrange for Wednesday 23 April.
Wednesday 23 April, 10:30 came and went. Response from Ian was “Tuffnells have advised me that they have had problems in your area this morning but the driver will be with you by 12.”
12:00 came and went.
I rung Ashby Trade and asked to speak to the director. I was put through to Charlie, the director’s son and explained my problem to him. He said he would chase the courier. He got back to me and told me the parcel would be here by 13:00.
13:00 no parcel.
The parcel eventually came around 13:45. Ashby Trade had put the parcel on a next day delivery. NOT A PRE 10:30.
I then had the most bizarre phone call from Charlie (the director’s son). I immediately pointed out that the parcel was not on a pre 10:30. Charlie told me that it was me saying it was on a 10:30. He also said that I would be having zero compensation, they valued my custom but had looked back on my account from the last few months and seen that they have not made any money from me but also pointed out that this was not my fault as it was them who had mucked the jobs up and final told me that they would no longer deal with me.
I took Ashby 13 days to fix there error.
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