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just about had enough of Robert Horne / paperlinx.
cut panel deadline is 3pm, i’ve placed my order by 2:50, get a call at 3:55 cos there’s a problem with the card – something to do with registered address not updated, changed it and still in at 3pm,
now get a call telling me the order had gone through but I won’t get the panels tomorrow as the payment wasn’t processed until afer 3pm…
WTF?? I’ve been a customer of Europoint / R-Horne and now Paperlinx for 7 years… I’ve never had issues with payment that weren’t of their own doing yet they can’t put an urgent order through for me and worry about the funds a few minutes later??
as far as I’m concerned, that order was in well within the time frame and the order should be honoured, I’ll now be working all of friday evening to get the job finished and fitted on saturday instead of taking my daughter out for the day as promised.
will now be looking for alternative panel suppliers.
very unhappy about it, as will my customer to whom I promised the job completed by monday.
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17 Replies
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I’ve gotta say I’ve been a customer of Robert Horne / paper Linx for over 6 years and throughout that time they’ve been exemplary, we do however have an account with them. They always meet or exceed our expectations and panel cutting free of charge is a fantastic service.
On occasion when we’ve missed the deadline (always our fault) we’ve ordered a full sheet in and cut to size with a board cutter or with a straight edge and Stanley knife, not much of a hardship if it saves us having to work a Saturday when you have other plans.
I feel for you when it’s not your fault that the deadline was missed but the easiest way to avoid problems with card payment is to have an account.We have problems with HSBC blocking cards due to fraud protection on our bank accounts on a regular basis so I know just what you mean with the headaches of card payments. Had it recently when they blocked the card and I’m stood on a garage forecourt trying to pay for fuel!
Hope you get the job sorted though and just wanted to add some balance as paper linx have really looked after us over the years.
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on the whole I have very few problems Alex, on this occasion though – and a few others when ordering vinyl past 5:30pm (nobody there to actually process the payment) it’s been very inconvenient.
my main gripe is that I’ve been a customer long enough that surely they could trust me with a couple of hundred quids worth of panels – for the sake of getting me my order through on time.
As it happens, I’ve cancelled the paper linx order and got it through NE Plastics in Sidcup, it was even cheaper for what I’m told is the same spec sheet. Although the £20 delivery wiped out the initial savings – it will be with me tomorrow as needed and I can at least make a start on the job.
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quote alexc40:We have problems with HSBC blocking cards due to fraud protection on our bank accounts on a regular basis so I know just what you mean with the headaches of card payments. Had it recently when they blocked the card and I’m stood on a garage forecourt trying to pay for fuel!So it’s not just me then? :lol1:
During Fespa I was paying everything via debit card, in two weeks they stopped my card at least 8 times. yes it only takes a phone call to them and they reactivate it, but as you say, "it’s where it happens" and who is around you that makes the situation worse.
I remember giving the lad on the phone a hard time after about the 4th stop in as many days… but after the call i realised he was right, i.e. high volume of expensive purchases in a very short time. so they lock the card incase of my card has been stolen.
doesn’t make it any less embarrassing though! :lol1: -
Hi Hugh glad you got it sorted, that’s the main thing.
Personally I’m not really one for having accounts with suppliers as I don’t like getting in debt but with paper linx it does make the order process super quick and easy. Even big orders with lots of items are a breeze, to the point where it’s hassle to order from anyone else.
Again though I’m glad you got it sorted.
Robert, I’m on my 3rd card with HSBC this year because cards in the same range as mine keep getting cloned! Very inconvenient but I guess I’d be moaning more if my card got cloned!
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quote Robert Lambie:but after the call i realised he was right, i.e. high volume of expensive purchases in a very short time. so they lock the card incase of my card has been stolen.
doesn’t make it any less embarrassing though! :lol1:Them feking nightclubs! 😀
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quote :cos there’s a problem with the card – something to do with registered address not updatedive had exactly the same problem with RH since i started in january
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quote Harry Cleary:quote Robert Lambie:but after the call i realised he was right, i.e. high volume of expensive purchases in a very short time. so they lock the card incase of my card has been stolen.
doesn’t make it any less embarrassing though! :lol1:Them feking nightclubs! 😀
Harry. :lol1:
Hugh I believe it is that you cannot get goods sent to a different address the card is registered too. or something like that…
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Brilliant, We have a rhg account. It does make ordering easy.
Trouble is despite submitting all the new forms when we went ltd, they haven’t opened a new account, and so we are still using my personal sole trader account.
Although not for much longer as their local competition have some common sense, offer free delivery, same day collection, are helpful, and don’t periodically change their name!
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quote Robert Lambie:Hugh I believe it is that you cannot get goods sent to a different address the card is registered too. or something like that…
I filled out and returned a form by post that my shop address is different to the registered card address, seems they never got it, I have spoken to head office on a couple of occasions – in order to correct my address … incorrectly addressed and was going to my landlord who was getting fed up with it – only saving grace was the very good drivers who know me / my van and found me first time they came to the new place. I give both addresses every time I contact them – at least once a week!
have had the same issues with BT too, I mean how hard is it to change an address and hold details on the delivery address and registered address?
still, all sorted now and hopefully I’ll have my stuff delivered tomorrow as promised.
Hugh
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Very Odd…
My front door just got chapped there…
when i answer it, there was some guy stood holding a large box.
Thrusting a clip-board into my chest he says…"i’m a bit lost mate, got this delivery for a Mr Hugh Potter, UK Sign Group Member… can you sign for this??" 😮
wot? :ball:
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quote Robert Lambie:Very Odd…
My front door just got chapped there…
when i answer it, there was some guy stood holding a large box.
Thrusting a clip-board into my chest he says…“i’m a bit lost mate, got this delivery for a Mr Hugh Potter, UK Sign Group Member… can you sign for this??” 😮
wot? :ball:
lol, I’d say he was more than a bit lost!!
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RHG won’t give me a credit account so I am the same as Hugh & pay by card before delivery, my card is registered to the flat where I live & the deliveries normally go to the industrial unit & it’s been like that for a number of years.
Maybe I am wrong but my understanding was that companies delivered to the registered card address if they didn’t know you to help prevent stolen cards being used to buy goods but once the company was use to dealing with you having things delivered to a different address wasn’t a problem. -
I have a certain amount of sympathy with the card companies here, I used to work for a company that did a lot of mail order motorsport parts. we never had an issue to send stuff to an address that was different to the card as most of it was going to garages who were fitting the parts.
Until the day we got stung for £700 worth of bits, they gave us the home address, the card went through and then we posted to the delivery address.
A couple of weeks later we had a chargeback from the card company as the "brother" had used the card without permission and the delivery address was an empty unit, and because we hadn’t sent it to the card address we were in the wrong… 🙁
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we probably only do about 25% with R.H. now, there were issues with every other order, damaged sheet edges, basic vinyls out of stock, wrong items sent.
Also when they sent a wrong item and didnt collect it, it showed as outstanding on our account which they then put on stop!
Amari stepped in for us and have had a good service since and spandex for the vinyls are much more ‘flexible’ on their pricing these days.
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PostPosted: Thu Aug 01, 2013 2:42 pm Post subject: Reply with quote Edit/Delete this post
very helpful staff but rather archaic policies & proceedures … £230 was taken from account last night, it’s been refunded but will somehow take min 3 days to arrive at my account – in the mean time I’ve had £800 transferred to me within 20 mins of it being sent and paid out £1800 equally as fast… not sure how the 3 days thing works and it now leaves me open to going overdrawn & charged when the other suppliers payments goes through… nice!it also transpires that if paying by card, I have to make a 2:30 cut off time to ensure that my payment goes through by 3pm, for a company the size of paperlinx / robert horne to not have payment screen where it can be processed instantly – at the time of order, seems a bit backward.
you’d think these big companies would encourage payments by card – it’s instant cash flow and no chasing required after 60days..
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Credit to RHG, with the exception of no longer supplying 3A composite products, they’ve been one of my best (on account) suppliers. Deliveries on time, to our (central Brixton side road) address, with The Best Packaging of materials.
Haven’t yet needed to restock since they became paperlinks, but hope they haven’t dropped the ball.
Wrt credit cards, you can register a second address with your card provider, so that the CV2 details (the post code and address numbers bit of the card transaction verification) match your delivery address..
I won’t go into the ineptitude of one of the current DiBond / Forex suppliers drivers – would end up ranting all night (but 200yards down cold harbour lane is real fun when carrying 1/4 tonne of 8×4’s).
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Under most circumstances I would agree with you Richard, – deliveries 100%, ordering about 95% in stock, helpful staff etc.
it was just that when needed the most – I felt very let down and now – due to a lot of big jobs all happening at once, I’m short of cash flow too….
still, all sorted now – just been a very stressful few days!
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