Who should I complain to at Newark?

[splin]

I've had terrible service over a substantial (for me) order I placed over two weeks ago and it still hasn't shipped. I've had to phone them several times to get anything to happen and have probably spent over an hour and a half on the phone in total.  Everytime you call you get somebody different in customer services and they tell you different things,  often contradicting the previous person.  Pretty much exactly the same happened the last time I ordered from them - I should have learnt my lesson but they had the items I wanted at the right price.

And everything takes so long when you're hanging on the phone - presumably because they are using the same computer systems behind their lethargic website.

I did manage to get a surname and telephone number of one of the "Customer Care" operatives, but surprise, surprise that number didn't work when inevitably I had to call back because nothing was happening with my order. To be fair to the individuals, some are very willing to help, up to a point,  but sometimes you just get the feeling that as soon as you put the phone down, you become someone else's problem next time you call.

So who should I address an email complaint to who would be in a position to offer some recompense? Specifically getting stung for nearly $200 shipping on a small,  second order I placed which was supposed to be added to,  and shipped with the first. I followed instructions about how to do it but it turned out they were completely wrong - a subsequent call evoked the response "you can't do it that way,  that's not possible". Gee thanks.  No apology of course.

Any suggestions for key words or phrases to use in my complaint would be welcome.  I don't want to come across as a whinging complainer out to exploit the situation and thus dumped at the back of a queue of complainants to be addressed sometime between a very long time and the heat death of the universe.

[thm_w]

Had a similar issue, one of the items was out of stock, of course no notice or warning is given on the order page at all. It was in stock when I placed the order, and quantity was not reserved for some reason .
Did they give you a specific reason why it hasn't shipped?

For me they were able to remove items from the order over the phone, so theoretically you'd think they could add items too. But that could be a pain to do.

Honestly I think their CS staff is generally doing what they can but as you say their ordering system is total garbage. They don't seem to have enough warehouse/shipping staff as well.

[splin]

Had a similar issue, one of the items was out of stock, of course no notice or warning is given on the order page at all. It was in stock when I placed the order, and quantity as not reserved for some reason .

The same in my case - it was because it wasn't an order until, well I'm not sure - possibly when shipping costs are known and agreed to. Shipping couldn't be calculated automatically so what I thought was my order turned into a "quote" - for which they won't reserve the stock (because you might not complete the order).

When I phoned to agree to the quote I was told that several items were unavailable or ordered below the minimum quantity (another failing of their online ordering system). So we went through the list and removed those items from the order and was told everything else was in stock.  Great lets go ahead and was told I'd be sent an email confirmation of the amended order.

Didn't happen of course. Phoned again next day, new customer care representative. She went through the quote and came up with another six or more items out of stock but was told they'd be despatched, at their cost, when they come back in stock. Ok, lets's do it. New problem, one item has export restriction and needs to be cleared with export controls. OK, I'll get an email when it's done in a few hours.

Didn't happen. Called again to be told it had been cleared. So great, let's confirm the order. No can do because shipping cost needs to be calculated. She made a few attempts and came back with various options including $1800!!  (I'd asked for the cheapest option). WTF! I didn't ask it be sent in a golden carriage pulled by a team of flying white horses with a full complement of guards! I could fly there and back for much less than that!

I asked if it could be forwarded to the shipping dept for the specialists there to find the best option (which  was what happened to my first order) but was told there wasn't one and she had to select an option herself. I asked (begged more like) her to investigate better options and let me know by email.

Two or three working days later she sent an email, with her name and telephone extension (hurray!) offering somewhat better shipping. I called and agreed. After only twenty minutes or so of mostly waiting while she turned the quote into a firm order and making the payment, that was it. Of course the £/$ exchange rate has gone against me over the two weeks so another loss.

Three or four working days later the order is still showing as pending. I don't like complaining but I think the time has come, hence this thread.

Did they give you a specific reason why it hasn't shipped?

I haven't called back yet - I wanted to consider my options.

For me they were able to remove items from the order over the phone, so theoretically you'd think they could add items too. But that could be a pain to do.

Actually they did manage to add some items to the order but it was painfully slow.

Honestly I think their CS staff is generally doing what they can but as you say their ordering system is total garbage. They don't seem to have enough warehouse/shipping staff as well.

Yes I agree but you are at the mercy of their individual knowledge and enthusiasm to do their best for you - not to be guaranteed close to finishing time on a Friday.

They don't seem to have a proper system for overseas orders at all - the online order system requires you to select one of the offered shipping options even when it tells you it can't calculate the cost!   
That leaves you open to extortionate shipping costs if, as happened to my small order, it decides it can in fact process the order automatically and hit you with the shipping costs that weren't declared at the time of the order.

I was asked at one time why I wasn't ordering from Farnell? Errm - because the prices and stock levels can be very, very different.

[thm_w]

I was asked at one time why I wasn't ordering from Farnell? Errm - because the prices and stock levels can be very, very different.

So farnell/element14 does not have any of this stuff in stock at the same price?
If you can find a trusted USA re-shipper that may be a better option. Then you might not have to deal with the whole "can this be exported" delays. You may even get free shipping within the US.

For me it was 9 days from when the order was fixed, until it actually shipped.

[station240]

Has the same issues as others, one part that was in stock suddenly wasn't when it was time to dispatch it.
Held the entire order up, eventually I rang up to find out where my order is, as there is no order status tracking at all.
Wanted them to simply cross that part off the order, or swap from one that is in stock. Nope they wouldn't cooperate.

The only feedback system I've found for the entire Farnell/Element14/Newark company is the feedback section of the Element14 community.
https://www.element14.com/community/community/support
Best form of complaint is just to buy your stuff elsewhere, RS don't behave like this.

Don't give the staff too much grief, they know the site/ordering system is shithouse.
ps: In case you haven't read the other thread, TI have dumped them as a distributor, along with RS.

[sassywren]

Are you ordering as an individual or a business?

I have found that if you register a business name and order under this, even if not a "real" (i.e. profitable) business, you get better treatment from the start.

[andy3055]

You can call the credit card company and reverse the charge. That will get their attention.

[splin]

So farnell/element14 does not have any of this stuff in stock at the same price?

Much of their stock is the same on both sites, similar prices and the same stock levels. But there are a fair amount of items that are only on one or the other, or are at very different prices - very strange, but this has been the case for a very long time.

If you can find a trusted USA re-shipper that may be a better option.

There's another thread here about terrible service from re-shippers. Not a route I want to take.

For me it was 9 days from when the order was fixed, until it actually shipped.

So the handling of my order is probably pretty typical. 9 days is ridiculous for a distributer who's raison-d'etre (usually!) is to provide rapid supply from extensive stock holdings.

The only feedback system I've found for the entire Farnell/Element14/Newark company is the feedback section of the Element14 community.
https://www.element14.com/community/community/support

Best form of complaint is just to buy your stuff elsewhere, RS don't behave like this.

Thanks, I'll check that out, but I guess my complaint needs to be directed specifically at Newark.

I really didn't want to deal with them again but got sucked in because they had what I wanted at the right price.

Don't give the staff too much grief, they know the site/ordering system is shithouse.
ps: In case you haven't read the other thread, TI have dumped them as a distributor, along with RS.

No I don't blame the customer care staff I’ve dealt with, but would like to address my complaint to someone further up the management chain. It won't change anything but I would like to get some recompense for the unnecessary and excessive shipping charges they caused me to incur.

Are you ordering as an individual or a business?
I have found that if you register a business name and order under this, even if not a "real" (i.e. profitable) business, you get better treatment from the start.

As an individual. Thanks - I'll bear that advice in mind for the future but I can't see me ever dealing with them again! I can't imagine many businesses would tolerate such service - the cost of dealing with them outweighing any savings through better pricing unless the pricing is exceptional.

You can call the credit card company and reverse the charge. That will get their attention.

I suppose it would, but I still want my order! Although macabre thought for the day, perhaps I should delay it until after my almost inevitable encounter with Coronavirus in the next few months!   

[sassywren]

What may be going on here is that a majority of their profit comes from business customers, but there are far fewer business than individual customers.  Since they have limited resources for customer support, the majority of the resources are dedicated to business customers (who by numbers, are the minority) and what's left goes to the many individual customers.  I think a lot of businesses are forced to do this nowadays.  Kind of like a small town shop where the in person customers always get much better service than people who call on the phone.

It costs less than $100 un the USA to set up your own small business, there are tax advantages and you may end up finding yourself making a profit in the end, it's well worth it.

[thm_w]

Well I ordered with my company name entered in and it was linked to my company account. But payment was credit card. Its possible using line of credit will get you faster shipment, not sure..  I think its more of a USA vs the world, where USA customers get priority.

There's another thread here about terrible service from re-shippers. Not a route I want to take.

Thats where the "trusted" part comes in, good re-shippers exist, but depending on how often you order it may not be worth it.  BTW some will also let you fill out the customs form yourself.