Qualtex customer service

[mikehha]

it seems to me that if you order through parts center its next day I dont think they can be bothered with trade. Still waiting for my delivery !

[electrofix]

think things are in array at the moment
ordered friday to include a fridge seal they had on back order

order arrived today although carrier did say there had been a problem with them. opened box. which was far too small for the seal. No paperwork so did not know what was supposed to be there
no invoice on website so i dont know what I have been charged for
one part was not in parcel despite showing in stock and thats not counting fridge seal that is not showing on the site either as a part they have or a back order

emailed customer services have just had an email asking for order no which i have no idea as there is no info on website

waiting for emails is very very frustrating

Dave

[DavidQ]

Hi All,

We understand that getting your orders is a priority. We have implemented a new internal system from one which we have used for the last 14 years and unfortunately in the first few weeks it slowed our warehouse team down.

We are working tirelessly and the situation has improved significantly, We are expected to be back on track shortly.

We are also still operating with restrictions as COVID is still infecting a lot of people in the area of our HQ, We are doing all we can to operate safely for everyone’s benefit as we don’t want our distribution centre to have a mass issue with staff self-isolating.

We apologise for any inconvenience, if you do have any further problems please email our customer services team. If you do not receive a reply within the stated time please send me a message on here and I will help you as much as I can.

Kind Regards, David
Qualtex.

[electrofix]

Thanks for the update David

lets hope things improve as there is still not much info accessible form the website. Still got no account info or back order info so will need invoices and current statement to be able to pay bill on the 20th
let hope you get it sorted by then

Dave

[stratfordgirl]

Is someone able to rename this thread, please, to just Qualtex customer service? I created the original title at a moment of exasperation and now wish I had given it a more neutral title.

[electrofix]

stratfordgirl wrote:Is someone able to rename this thread, please, to just Qualtex customer service? I created the original title at a moment of exasperation and now wish I had given it a more neutral title.

is that ok ?

Dave

[stratfordgirl]

Thanks Dave. For me Qualtex orders are still working OK. My order from midday arrived by Royal Mail Tracked 24 on Saturday, so not too bad, but again no paperwork in the box. Luckily, invoices are available on my account. Maybe they will get round to providing email addresses to Royal Mail when they book the collection so we get some idea of when to expect the delivery.

[electrofix]

Qualtex is working for me although some orders take some time.

I am glad David is watching this post as some feedback as to the problems is key to keeping customers happy.
They seemed to have got rid of some key staff so we are left with email contact to find whats going on. In 4 days I will need to know how much I owe for last month. I have invoices missing, no access to an accurate statement online to know whats missing which means i will have to email accounts and get them to email the lot. if everyone has to do this it could take them days

Was also told last week that they have cancelled and are not accepting special orders something it would have been nice to know in advance.

the alternative to Qualtex is connect, a place where its cheaper to buy off ebay or the maunfacturers own site 50{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of the time. They seemed to have mopped up some of the staff from Qualtex

Dave

[DavidQ]

stratfordgirl wrote:Thanks Dave. For me Qualtex orders are still working OK. My order from midday arrived by Royal Mail Tracked 24 on Saturday, so not too bad, but again no paperwork in the box. Luckily, invoices are available on my account. Maybe they will get round to providing email addresses to Royal Mail when they book the collection so we get some idea of when to expect the delivery.

Morning, I’m sorry you haven’t been receiving the delivery information, I have made a change on your account which will hopefully amend this. In regards to delivery notes not being with your delivery this has now also changed and should be emailed to you as soon as your order has been despatched from us, this is due to our new system being digital and paperless. The change I have made should correct both of these problems for you. if you do not receive either of these please contact either our customer service or accounts team and they will be able to look further into this.

[DavidQ]

electrofix wrote:Qualtex is working for me although some orders take some time.

I am glad David is watching this post as some feedback as to the problems is key to keeping customers happy.
They seemed to have got rid of some key staff so we are left with email contact to find what’s going on. In 4 days I will need to know how much I owe for last month. I have invoices missing, no access to an accurate statement online to know what’s missing which means i will have to email accounts and get them to email the lot. if everyone has to do this it could take them days

Was also told last week that they have cancelled and are not accepting special orders something it would have been nice to know in advance.

the alternative to Qualtex is connect, a place where its cheaper to buy off ebay or the maunfacturers own site 50{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of the time. They seemed to have mopped up some of the staff from Qualtex

Dave

Morning Dave, I have asked our accounts team to look into this for you, you may not hear anything until tomorrow afternoon.
In regards to special orders, if you could send me a message with some examples and who has advised you of this so I can look into this further and provide you with the correct information.

[grooster]

DavidQ – Could you please inform me when the system will be back up and running at full pace because I cant trust ordering another parcel from you and it taking a week to arrive. I’m only using Qualtex to replenish van stock and not for customer orders.

[DavidQ]

grooster wrote:
DavidQ – Could you please inform me when the system will be back up and running at full pace because I cant trust ordering another parcel from you and it taking a week to arrive. I’m only using Qualtex to replenish van stock and not for customer orders.

Good morning, I’ve been in contact with our sales manager who has been in the warehouse for the last few months helping out and we can confirm the situation is improving and we expect to be back on track in the next few weeks.

I would also like to take the time to inform you that we are also still operating with restrictions as COVID is still infecting a lot of people in the area of our distribution centre, We are doing all we can to operate safely for everyone’s benefit as we don’t want our distribution centre to have a mass issue with staff self-isolating.

I hope this helps.

[Author]

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