5 replies to this topic

[The-Womble]

I have recently upgraded to become a TMF+ member and decided to make use of the 12.5% discount on all Heritage panels from Minispeed.

 

I wasn't quite sure how to apply the discount by going through their website, so phoned up and asked. I was told to just place the order and put a note in the comments section. I also gave a differing Billing and Shipping address.

 

A few days passed and the order still showed as 'processing' rather than 'shipped' or alike, and the money that had come out of my account was the full price, so I dropped them a quick email to see what was happening. I didn't get a response to that, so I phoned up and spoke to one of the team who told me that one of their employees had left suddenly, leaving them a little short-staffed. I was assured that the part would go out that day, or at latest the following day on next-day delivery. I'm not a very demanding person so I just thought 'Fair enough, they're probably swamped'.

 

Left it a couple more days only to see the website still stated 'processing' so again, I phoned up to find out what the hold-up was. I phoned up 5 times that afternoon, from 1pm-ish up to 5pm, and every single time was told "the guy you need to speak to is just on the phone, can I get him to call you back?". I gave my number 5 times and not once was I called back.

 

3 more phone calls after the weekend (again being told he's on the phone, or out for lunch and will call back) I get some good news - the part has been shipped. I asked for the tracking number but he couldn't give me it. I said he could email it to me, gave him my email address but no surprise - no email.

 

The following day I phone up to find out the tracking number as the person I had the panel shipped to still had not received anything. I am told the part should be been delivered to.....oh.....the billing address. This was near 5pm at this point, so I was told to phone back the next day and they would sort the discount refund. I go home to find the part waiting on my doorstep, so have to fork out an extra £11 to have the part shipped onward to where it was supposed to go!

 

So, of course I phone back the next day (we're up to 11 phone calls now!!!), give my card details for the refund, and request the additional £11 - not unreasonable I didn't think. I was told he would check with his manager and transfer the money, so I gave him the benefit of the doubt and put the phone down. Another weekend has now gone by (incl. Friday and Monday) with no refund. I tried calling AGAIN today (around 3.30pm), to be told 'he's out on his lunch, he'll call you back' - did he 'eck!

 

Very poor customer service in my book, which surprises me having read a number of good reviews about them.

 

I know mistakes can happen and wires can get crossed, but this is getting a bit silly now. I've had to resort to a Paypal dispute now, which I am resigned to doing, but I'm not sure what else I can do if I can't contact them!?

 

First and last time I use Minispeed, which is a shame!

[Broomer]

Not good, I had a similar first experience with mini sport about 8 years ago.
It was their loss as I never used them again and spent thousands with minispares with no problems at all.

[Rocket.]

Seem to remember reading a similar thread about them only a few days ago

 

Not good

 

http://www.theminifo...minispeed-rant/

Edited by Rocket., 13 October 2015 - 05:16 PM.

[Carlos W]

This is a shame, it'll take a long time to build up their lost reputation.

 

They have lost good members of staff and it's taken too long to recruit and train replacements.

[The-Womble]

Seem to remember reading a similar thread about them only a few days ago

 

Not good

 

http://www.theminifo...minispeed-rant/

 

Oh dear - seems to be a recurring issue recently. I totally understand it might be difficult to handle a lot of orders with a few new people or reduced numbers, but how long can an email take to just address the issues they are having?!

 

On a positive note, I had a call this morning from Ed (who seems to be the new parts guy during the week from what I can tell). Whether this was spurred on by the Paypal dispute I opened last night, I don't know. He was apologetic to me for the mess, and seemed very disgruntled with the way the whole situation was being handled internally, citing slow decision making from the management and very poor internal communication (leading to poor external communication). He then proceeded to refund me the 12.5% TMF discount, plus the £11 I had to spend to ship my panel onward.

 

I hadn't realised at the time, but many of the times I phoned up to be told I'd get a call back, I was actually speaking to James (owner) who was more than capable of dealing with my issues/refunding, but decided to palm it off to Ed without telling him or passing the message onward.

 

Assuming this is all true, I will give some credit back to Ed who did say that although I will never return for more parts, he would personally chase them through the order process if I did.

 

Sadly, unless something changes, he is probably right

[scotty_18]

Ed has been helping me out, very helpful guy! Just a shame they're going through a tough spot after employees leaving. My front end is ready to be picked up (ordered it in June), happy days!