U&G Fabrics - "The Death Of Customer Service" as you know it...

Item: U&G Fabrics
Rating: 1
Author: Anonymous

I ordered 32m of fabric from the U&G Sample Book (Bascilica col. 03) My quote and required fabric quantity was based on the sample book which doesn’t state or warn that the fabric is railroaded (like basically every other railroaded fabric in the U&G collection would specifically state btw.) Anyway, I receive my fabric but it’s railroaded. Due to time constraints I continue with the rest of my order but am now 6m short. I contact U&G via email on Friday the 8th September with the following message: “ Date: 08/09/2016 15:30 (GMT+02:00) To: ********** Subject: Bascilica To whom it may concern. I recently ordered 32m of Marino col. 03 from the Bascilica range. The sample book makes no mention of the fabric being railroaded, but it IS. Even the black & white illustration shows the fabric in a non-railroaded orientation but the fabric had to be swung to achieve the right pattern direction. I have now come up 6m short to complete my order. Please advise.” However, no response! So I follow this up by forwarding the previous message with this one on Tuesday 12th September: “Date: 12/09/2016 12:44 (GMT+02:00) To: ********** Subject: Fwd: Bascilica Hi. I am still awaiting a reply/response to my email sent Friday last week.” But... to no avail. NO REPLY! On Wednesday the 14th I meet (for the 1st time) with the new U&G rep and communicate my frustration to her (Katryn) regarding U&G’s non-acknowledgement of my complaint. Katryn ensures me that these issues are clearly a mistake on U&G’s part and that they usually discount the extra fabric at NO COST in such instances. She will reserve the 6m extra fabric and will get back to me once management signs off. Katryn further advises me to mail my complaint to ATT: Saaeem ********** so I do so that very day since I’m now a window short of completing my job and unable to get final payment until I do so: “ATT: Saaeem URGENT!! Please see the email correspondence below. Your prompt assistance will be appreciated.” (All my previous email correspondence was forwarded to Saaeem here...) However, five days pass and nobody gets back to me so on Monday 19th I send the following email to Katryn: “Hi Katryn Any word yet regarding my query from 2 Fridays ago? I still haven't had feedback from anyone at U&G and the situation is now fast becoming critical.” Katryn now completely changes her tune and tells me the following: “Sorry. This is not a mistake on U&G’s part. If a fabric that does not state “railroaded” turns out to be railroaded it’s not the same as a fabric being marked RAILROADED and then turning out not to be. In those instances we have compensated the customer, but not in your case.” !!!!!!!!!!!!!!! Well okay then... I’m sorry to both Katryn and U&G Fabrics... but I have NEVER, in all my years, heard such COMPLETE AND UTTER BULL****! First you guys don’t acknowledge my complaint in your NOT RESPONDING to ANY of my emails, (which is by ALL standards completely UNPROFESSIONAL btw) but now, after making me chase after you for weeks... you wish to insult my intelligence with a rather lazy attempt at contrived bull****. Saaeem (or any form of management) has to this day (5th October) not called or responded to my emails. Katryn asks if I’d prefer one of their managers call me... so I say YES! ... but guess what!! NOBODY MAKES THAT CALL. So I call Katryn a day later to let her know I have still not received a call from her manager and she then relays the message from management to me: “We’ll discount the fabric for you by 10%” This was from MANAGEMENT apparently. Of course, I told her not to bother and paid full price for 6m... but the time-wasting just does not end with these guys. Believe it or not... there’s more... My now being at wit’s end I make payment in full and specifically request that my order be sent via OVERNIGHT COURIER so I can get this no later than Friday the next day. Katryn ensures me that Saaeem has PROMISED to get this to me OVERNIGHT due to my previous complaint. But I don’t get it Friday, or Saturday... I receive my order at 5:30PM on Monday. Why?? Because they send my parcel via “ECONOMY” and not “OVERNIGHT” as per my request. Now... I’d like to add that Katryn is not actually fully responsible here. In all fairness she was only informed 4 days after I had already been completely IGNORED by U&G. The REAL VILLAINS who need their knuckles rapped is the entire U&G SALES and even their non-existent SUPPORT TEAM who disregarded and ignored every one of my email messages, but surprise, SURPRISE! Were conveniently prompt and “on-the-ball” when it came to invoicing me for that final 6m of fabric. (They somehow invoiced me in just 24 hrs!!) Their management are equally pathetic if they can’t resolve complaints 1st-hand or do anything constructive to actually sort out these kinds of issues. And U&G’s bull**** claim of this not being “their” mistake cannot even be called “passing the buck” here cos’ according to “them” the “buck” was never even there. Apparently, if U&G’s fabric sample books don’t specifically state anything about the design direction (being railroaded or not)... we cannot then as logical human beings “deduce” that if nothing is stated... that it is NON-RAILROADED (An industry standard btw). No, when U&G Fabrics makes no mention... “We,” the customer, have to GUESS our way around it being either RAILROADED or not. They might just as well then advertise their wares on Gumtree if this is the case. At least that way we’d all know we might be dealing with con-artists. I do apologise for this being such a lengthy review but ALL FACTS were in need of being stated here. The truth is that such “rock-bottom” levels of appalling NON-SERVICE needs to be exposed and addressed accordingly.

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U&G Fabrics

U&G Fabrics - "The Death Of Customer Service" as you know it...

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