I don't usually complain but ....W.S.C sort the customer service out !

[Steve M]

My partners experience when ordering clothing from Westfield sports cars ....

Many items weren't available in all sizes in the drop down box. I selected some items that showed availability in the sizes required and at check out some items chosen were shown to not be available.

(Not sure if anyone's updating the website!)

After choosing just two remaining items that were available in the required size, I sent payment via PayPal.

I then received an email from Hannah, telling me that the fleece was only available in size small and they wouldn't be having more stick in for some time. She also said the shirt was only available in sizes medium and XXL. I asked the size of the xxl and she estimated 46" chest. I thought that would be ok so agreed on refund of the fleece (39.99) and size xxl shirt.

I found my PayPal invoice showed a total figure which was less than my original order although the fleece still showed up on the order list. The transaction was completed with £38.27 deducted for the £39.99 fleece. I didn't bother complain as it seemed pointless for an extra £1.72.

On receiving the shirt I instantly knew it was too big and would be of no use. I measured it at 52" chest. I contacted Hannah again and understood that she had estimated the size bit that it was enormous and around 52" chest. (If I were giving information to customers I would at least find an office ruler if a tape measure wasn't available and my estimate would perhaps be at most half an inch out!) she told

Me that I should return it and they will refund but it would have to be the same method as payment. This seemed no problem at all to me. I sent it back, paying for the return postage of the item, which again I didn't complain about as she had indeed said it was an estimate (a very far out estimate and not one that I would feel confident in providing to a customer). She received the top back on the 12th and messaged acknowledging receipt. She had the medium so I asked if she could perhaps get a ruler and measure it across the chest. In fairness she did and it was found to be too small, so I asked for the refund to go ahead.

I haven't heard from her since!

The items I purchased arrived on the 10th, were returned on the 11th and received by the shop on the 12th

I messaged on the 12th, 16th and 19th but have heard nothing so yesterday I phoned them. The first call was out of range because the bloke was looking for more shirts. The second call he took my name and order number and said he would get it refunded yesterday afternoon. But hasn't!!

As it stands I'm short of £1.72 for a messed up refund, £3.20 for return postage for an item which was estimated way out in size and a refund for an item that they received two weeks ago today!

It's not good enough Westfield !!

[Rory's Dad]

The website is not properly functional.  Please see here.  Let's give the new staff a bit of a chance to put right all the things that are wrong.

[Rory's Dad]

Just to add that I have been dealing with Cleggy (Howsafe) and they seem first class in terms of service.  I therefore guess that this is an entirely Westfield problem.

 

Edited to remove reference to WSCC merchandise.  Many apologies 

Edited September 26, 2014 by Martin van Zeller (Rory's Dad) - Yorkshire AO

[Steve M]

Update ....

Upon checking emails and invoices today, I have drawn the conclusion that a percentage was simply removed from each one of the items listed on my original order (including the fleece that was out of stock and not sent) to get the total down to a rough figure slightly short of the cost of the out of stock fleece.

However, the vat total still stood at the same cost as the original £94.14 order. So I am effectively paying vat on an item that was removed from my order and never even sent.

I placed a sample order on the site today but didn't go through to payment. I have calculated the correct cost of the items I have received and wish to keep, including the postage and vat.

I have just now contacted them again, and I spoke to a man named Kyle who was very helpful. He couldn't figure out why the deduction had been made as it had. I explained where my extensive calculations and scribblings had led me and I think he understood the maths of it all even if not the methods of the person who originally calculated the bill!

He has agreed to refund the outstanding amount which is the total of original order minus the sample order, Minus the odd amount deducted for the out of stock item.

My advice to Westfield would be to try and include a sizing guide on the website to prevent confusion and wrongly judged estimated sizes, as well as asking staff to totally remove items from invoices that are not in stock, rather than guess a percentage to deduct from the total. Also it would be great to double check that postage and vat charges have been adjusted accordingly.

Had this been done, I would have saved £4.50 from paying extra postage for items that weren't sent, and return postage for an item that was way too big and I would have saved myself quite some time trying to make sense of it all and not have had to calculate my own totals and refunds!

As previously mentioned, the man I spoke to today was very helpful, understanding and polite and has hopefully resolved my problem. (I haven't received a refund as yet, but will check PayPal later on to find out).

However, the rest of the buying experience has certainly put me off returning in future.

[Cleggy the Spyder Man]

Can I just clarify that this post does not relate the WSCC merchandise website (which is nothing to do with Westfield Sports Cars) - it relates to the Westfield Sports Cars website

 

Somebody dipping in to this thread might jump to the wrong conclusion, which I definitely don't want

[Steve M]

Ah I see now, yes I apologise for any confusion

My posts are regarding shopping from Westfield sports cars

I have edited my 1st post to show this clearly

[Westfield Chesil Limited]

Hi Steve,

 

Many apologies.

I am now processing the refund for your money as we speak, i have also included the £1.72 that you were short of.

Unfortunately i havent yet started the update on the web shop as i have been very busy today, but as promised i will make a start on this come early next week.

If there is anything else i can help with please let me know.

 

Kind regards

Kyle Westwood 

[Rory's Dad]

Can I just clarify that this post does not relate the WSCC merchandise website (which is nothing to do with Westfield Sports Cars) - it relates to the Westfield Sports Cars website

 

Somebody dipping in to this thread might jump to the wrong conclusion, which I definitely don't want

 

Ooops - my mistake   Sorry Clark/WSCC/etc   

[Cleggy the Spyder Man]

No worries Martin - In the past I have received a few calls chasing clothing, for me to eventually work out the clothing was ordered from Westfield Sports Cars, not the WSCC merchandise website

 

Oh and I had someone ring me a few weeks back wanting to buy bodywork parts

[Steve M]

Hi Steve,

Many apologies.

I am now processing the refund for your money as we speak, i have also included the £1.72 that you were short of.

Unfortunately i havent yet started the update on the web shop as i have been very busy today, but as promised i will make a start on this come early next week.

If there is anything else i can help with please let me know.

Kind regards

Kyle Westwood

The refund did go through smoothly this afternoon

Thanks for your help on the phone earlier with my partner & we are glad to have the situation resolved

Steve

[Darrell O'Neill]

How refreshing to see WSC post on here. Good luck guys

[tisme]

How refreshing to see WSC post on here. Good luck guys

 

Agree - mistakes happen and the WSC website is far from perfect but it's refreshing when someone just sorts things out and do what they promise - top marks to Kyle   

[Westfield Chesil Limited]

I have to say i appreciate all the thanks however i am not alone on this we are a team, it is not just me in the office we are all doing our best to resolve the problems that have happened in the past. If there is anything else that any one would like addressing please call me and a promise is given that we will do our best to assist right away.

 

Kind regards

Kyle Westwood

[Cleggy the Spyder Man]

I have to say i appreciate all the thanks however i am not alone on this we are a team, it is not just me in the office we are all doing our best to resolve the problems that have happened in the past. If there is anything else that any one would like addressing please call me and a promise is given that we will do our best to assist right away.

 

Kind regards

Kyle Westwood

 

:t-up:  hope you can twist Julian's arm into allowing more stock on the shelves :t-up: which would sort out most of the issues I have heard about

 

On the plus side I have generally experienced good service although have struggled to get through to someone on sales on occasions

 

Good luck with getting on top of things