Order held up for one missing item. Why?

[Betty_Swallocks]

I placed an order on Monday by phone because I wanted to get the ever helpful Lee's advice.

Firstly I was surprised not to receive any kind of email confirmation. I was expecting delivery today but when I phoned up just now I was told that because a couple of fans I ordered could not be supplied due to a faulty batch my entire £350 order was being held. Not impressed to be honest. What is the problem with sending what you have and shipping the missing items when they are available?

Holding the entire order up because a minor item could not be supplied is ludicrous. If I'd been called I would have said forget the fans and send me the rest. You have my phone number on your system. Why ask us to enter it if it's not going to be used when it's needed?

Secondly, it transpired that I had not received any emails because the email you hold for me on your phone system is about 3 years old. I've updated you online ages ago and I've had confirmation emails for previous online orders but it seems that your phone ordering system is not linked in any way to the online system. This is the 21st century chaps.

Is it really too much to ask that when we update you by changing our details online it gets communicated to all relevant departments or at least give us a clue by putting some sort of warning that we need to change it for your different systems.

[Chris P]

We do not automatically part ship orders, as there would be a second delivery charge involved we cannot presume this as accepted. An Automated e-mail should have been sent to notify of any delay.

If in fact your e-mail address is out of date, then I am afraid it would be up to the account holder to update contact information as we only accept / hold contact details as originally provided to us from the Account holder, if account details are not updated as they change then of course they will become out of date.? The online account and telephone accounts are also separated for security reasons and therefore would need to be updated separately, but possible we can change the system slightly so each account is updated automatically at the same time.

If you can PM me the invoice number and your correct contact details I will make sure your account is updated

Regards

[Betty_Swallocks]

Thanks Chris but your customer service lady has already updated the details for me.

I don't have the invoice number because I never received the order notification emails.

As far as I was aware I had updated my email address. I changed it online, but there was no indication that you operated two systems and that I needed to phone the address change in as well.

[Chris P]

If you can PM me your real name, post code and contact details I will make sure that both accounts are now correct for you.