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Proviation customer care problems

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Proviation customer care problems

Old 21st Jan 2014, 12:31
  #441 (permalink)  
 
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The point is that he shouldn't need chasing and sending a voucher isn't a favour unless it is to spend elsewhere. A voucher to use with him is just another way of getting you to come back. This guy has done you no favours. He failed in his contractual obligation.

Paul..
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Old 21st Jan 2014, 13:10
  #442 (permalink)  
 
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Nick has just called me back (about 45m after VM left). Confusion due to the change in order, having no actual gel seals in stock and the fact that the Sennheiser packaging doesn't actually say which seals are included (just "earpads" - I can verify that as I'm looking at it). He is ordering some gel seals in and expects them to be with me this time next week, with a returns envelope for the foam ones.

Paul - I find that debatable. He's certainly given me a better torch and hopefully also a more expensive set of earseals (mindful not to count that chicken just yet) on top of the £5 voucher. Fair enough, the delivery has taken a while and the stock status of both the original torch and the gel earseals on the website appears incorrect, but I'm two for three on this order within two working days of querying it, plus the many items ordered last Feb with no problems.

I say again: I'm just not getting the terrible experience or lack of response that everyone else seems to be complaining about, in fact I find the service very good since the initial hiccup. Yes, I should not have had to call at all, but once I did, things have moved along quickly and to my satisfaction. I have no idea of why this dissonance exists but I can only go by my own experience. We shall see if the earseals turn up as advertised...
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Old 21st Jan 2014, 13:21
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I'm glad that it was resolved to your satisfaction. That's the main thing, really.
Others have not been so lucky.

Paul..
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Old 21st Jan 2014, 13:26
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It will be once the earseals turn up (I'm not quite that daft ), but the response since Friday shows promise. I am sorry for those having problems - one thing I can suggest is that I got a better response ringing the 01582 contact number than the 0800 one. Perhaps just luck, but I can't really suggest anything else for those having issues making contact. As noted, I can only comment on my own experience, and will withold fina judgement until this order is completed.
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Old 21st Jan 2014, 13:49
  #445 (permalink)  
 
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I'm quite sure that he won't let you down, now.
For most, it seems that once they have finally got his attention, he'll do the "decent thing". That seems to happen very quickly once a public post has been made. Until that point the evidence suggests that after ordering an item listed as "in-stock" and nothing arriving, emails, phone calls, on-line chat messages are often left without response or lead to nothing but empty promises.
You made a public post, didn't you?

Let me quote the Safe Buy code of practice.

3.7 There must be no possibility of orders being accepted which are unlikely to be fulfilled within 30 days.
3.10 There must be no misleading claim made on the website or the order confirmation regarding delivery timescale to the consumer. Where any delivery timescale and/or delivery date is stated the consumer must be advised in advance if that timescale and/or date will be delayed and the consumerís right to cancel must be made clear.
5.1 Errors in any area of order processing, delivery or administration must be corrected within 10 working days.
5.2 The retailer must have an effective complaints procedure. At a minimum, any complaint must be logged and an acknowledgement given to the consumer within three working days. The consumer must be further advised on the retailerís procedures for acting on the complaint with a reasonable and stated timescale. The retailer must keep the consumer informed of the progress of the investigation of the complaint. The same provisions apply regarding an intermediary, acting on behalf of the claimant, as they do to dealing directly with the complainant.
I think that it is obvious that he is in clear breach of these conditions.

Also...

5.6 None of the above processes affects the right of the consumer to take the matter to the Courts or any other complaints resolution body.
For anyone else reading this and out of pocket - I advise dragging him through court.

... and...

5.7 If the retailer is in breach of the code with no reasonable justification, the retailer will be subject to SafeBuyís disciplinary procedure (which is overseen by an independent party). The retailer accepts that there is no right of appeal or redress against the Independent Overseerís decision (which includes, ultimately, expulsion of the retailer from the scheme). SafeBuy acts according to the rules as set out at clause 5.8.
I can assure you that Safe Buy are aware.

Paul..
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Old 22nd Jan 2014, 07:38
  #446 (permalink)  
 
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Resurfacing after the usual shameful abuse:

From Duncan Higgins:
Service and delivery non existant

I ordered a product on the 30-12-13 and despite what they say, they took a payment from my card straight away on the order date.


After a few days waiting I contacted Proviation by e-mail and was told that the goods were not in stock but were expected by the 6-1-14.
On 7-1-14 I was told via e-mail that the goods were now available and were being processed and on 10-1-14 was told, again by e-mail, that the goods were on their way.
I was then informed on 16-1-14 by e-mail that Proviation were trying to get a tracking number from Saitek and I assumed they would give me this .

But this was the last I have heard from them. I have repeatedly sent e-mails and have phoned the company but no reply. I have also requested a refund but there has been no reply to this either .
Certainly a company with no customer care service whatsoever and one to be given a wide berth.


I am still awaiting some communication from Proviation today 21-1-14.
... and since then he has made an update because, as per usual, after little or no response from the company, a public post prompted swift action...

UPDATE
I have been contacted by [name] of Proviation today 21-1-14 just after I posted my review and have been promised delivery of the goods tomorrow. I will hopefully repost tomorrow.
Paul..
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Old 22nd Jan 2014, 08:58
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From Heather Seabridge
Need help please

Hi, I placed an order on the 1st January and have no idea if my product will be coming soon. . This is a present that I need urgently or a refund . please could Proviation look into my order and he I am unable to receive my order this week could a refund be issued. I am unable to get through to anyone on the phone unfortunately. Thank you for your help.
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Old 22nd Jan 2014, 17:06
  #448 (permalink)  
 
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Oho !
Bonita has got his number !
She won't be fobbed off with Nick's BS !

Lies

In response to message below my first review...

1. On your website it did not say the sunglasses were not in stock. I also paid for express delivery, which should not have been taken if my item wasn't in stock. I was totally led to believe throughout the shopping experience that my items would be dispatched immediately.

2. Void? What's void?! You've TAKEN MY MONEY. I need a refund, not a void. You took it in December. How bad is the customer service to not even know if a customer has been charged- even when they have said they were!

Still no refund in my account after it supposedly being sorted on Monday. 10 working days from Monday if no refund has been recieved I will be submitting my claim to the small claims courts.
Please - someone send her a PM via TrustPilot and direct her here.

Paul..
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Old 22nd Jan 2014, 18:24
  #449 (permalink)  
 
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I find this response astounding.... It's a pity that we are unable to respond directly on TrustPilot. I, for one, would be tearing this "trader" a new anus !

Ah, well... here goes...

We will call you now Heather-
Now that she's posted a public account of how she was treated, you mean?

... please note that this platform is not for general correspondence...
Then for crying out loud, don't leave customers in the dark after trying desperately to make contact with you. Respond to their voicemail messages, answer their emails and let them know what the heck is going on. That way, they won't feel the need to beg for help on a public website... We know that you don't like people publicly exposing the abysmal way in which they were treated - it contradicts the reputation that you are trying to paint for yourself. Earn that reputation - don't demand it and don't belittle customers who have been trying to contact you without success.

Do you really think that people are so stupid as to believe what you spout?
It seems that you have such a low opinion of the people who keep you in the manner in which you are accustomed. These are the people who pay for your home, Nick. Don't take that lightly (or are you excited by the prospect of your new-found child-benefit?).

- I will check to see if we received an email from you.
You shouldn't need to check. If you received an email from her, it had better have been dealt with promptly or had you forgotten that you are a member of Safe Buy ? Or are you quite happy just pretending that you are a member of many regulatory bodies? Eh?

I pity those who fall foul of such a disgusting excuse for a human-being, putting on the airs and graces of a legitimate and responsible trader.
Del Boy has nothing on you, Nick.

By the way - for those who have been following, since I posted about that empty website which appears to be spoofing a genuine association of aviation suppliers, Nick has populated that website. He is the operator of an association of ONE. An association cannot be an association of ONE, by definition - Also, how can Nick be expected to regulate himself? I mean that in more than one sense of the word - Not only does he appear incapable of restraining his greed for the well-earned cash of others, to be a member of a regulatory body of which one is the founder, is a conflict of interests - People like Nick Ross need independent regulation, not self-regulation disguised as an association.

Paul..

Last edited by PaulKerry; 23rd Jan 2014 at 05:06.
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Old 22nd Jan 2014, 21:31
  #450 (permalink)  
 
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I'm here :)

I've read the posts and am just annoyed I didn't look at reviews before purchasing.

Thankfully I've finally received my refund in full- having just checked my online banking.

Glad the experience is over and that I never have to deal with them again.

You momentarily feel sorry for them and then when they keep twisting the truth about their conduct in regards to your order, you lose all sympathy.
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Old 23rd Jan 2014, 04:41
  #451 (permalink)  
 
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Firstly, Bonita/Bonitan...
My apologies if my assumption regarding your gender was incorrect.

Oh, check your PMs. I will be sending you one, soon.

I've read the posts and am just annoyed I didn't look at reviews before purchasing.
The sentiments of so many of us.
Of course, you've seen, first hand, what happens to negative reviews on Nick's TrustPilot pages, right?

Were you asked to remove your review or offered a bribe? You'd certainly not be the only one if you were.

When I gave him money, his website was proudly displaying a TrustPilot "5* EXCELLENT" logo. I believed his website - that he had a 5* rating, that my products were in stock and that he was accredited by all those organisations whose logos he is displaying on his website. I found out otherwise later, though.

Soothflayer, I wish you the best of luck.
The more people who take that course of action, the better.

Paul..
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Old 23rd Jan 2014, 06:06
  #452 (permalink)  
 
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Sorted!

I have now received a refund in full.


It has been a frustrating few months and regrettably the situation deteriorated to the point that I was about to make a claim through SSC.
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Old 23rd Jan 2014, 09:02
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Hanlon's Razor is a good principle, as is its corollary (which has unfortunate implications for those who hope to hide behind a veil of incompetence):


Sufficiently advanced stupidity is indistinguishable from malice
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Old 23rd Jan 2014, 15:24
  #454 (permalink)  
 
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Just remember the name of the lady who is guaranteed to ensure a satisfactory conclusion to your dealings with this outfit.......
sue
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Old 23rd Jan 2014, 15:53
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From Colette Osborne
Appalling customer service!

Unfortunately I feel compelled to write this review as I am getting no where in contacting the company.

I placed an order on 22.10.13 & progressed chased this on 9.11.13 and received a response on 11.11.13 stating my order would be another 7-10 days. I waited a further 2 weeks as I had received no update however received no response. I contacted you again via the live chat line and was informed that you were awaiting stock and that I would receive an update via email. However yet again I received no contact whatsoever. So I emailed again on 19.1.14 and again have received no response. So today I telephoned only to be asked to leave a message as no one to take the call.

Interestingly the payment for my order was taken the following day upon placing the order but no product for over 3 months and no update either!

I find the whole process appalling in terms of customer service and extremely disappointing hence why I write this review as a last resort to request a refund of my money which you have now had for over 3 months!
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Old 23rd Jan 2014, 17:55
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Here's another example of how what Bloviation say cannot be trusted:

A while ago Kevin Keeling wrote a review on TrustPilot which ended like this:

... Today they have sent me an email saying the item has been dispatched . They are utterly useless and I wouldn't dream of ever using them again.
To which Alex replied:
We're sorry for the poor communications on the order.

It has been cancelled. No payment was taken and it was held back from despatch. [sic]
So, right from the horse's mouth - an email stating that an item ordered from Bloviation has been dispatched may not be an accurate reflection of the truth. What a surprise(!)

Of course, there is also this little gem from the response to Bonita's review:

Your payment has been voided and will not be taken. - to clarify: this was refunded a few days ago and will be in your account
Why doesn't the cognitive dissonance cause this guy's head to explode?

I mean, is it any wonder that people are inclined to label Nick as a lying crook? They are only basing their opinion on the evidence that is staring them in the face.

Paul..
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Old 24th Jan 2014, 11:33
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^^^^^ I think they were trying to say that they weren't intending to "double-dip " the vict....sorry, "customers'" account, after all , they're ethical crooks, dontcha know?
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Old 24th Jan 2014, 12:53
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Here's another one who needs to be directed to this thread and the directions on lodging a small-claim.

From Dave Protheroe, Clanfield, GB
Extremely poor customer service and no product after 3 weeks.

This is the second time I have ordered from Proviation now and both times their service and communication has been dreadful.

The first time I ordered some products that said they were in stock and also paid for next day delivery. After waiting a couple of days I contacted them to find out what was going on and after waiting a few more days it turned that they didn't have the item in stock. I was obviously irritated that they couldn't keep on top of their own website and told them that I thought the service was poor to which they responded that they were not a major online retailer and I shouldn't expect the same level of service. I order from loads of independent online retailers for all kinds of things and I have never heard such a silly excuse. If you have the item in stock, you should you know. If you don't know, what kind of business are you running? If you promise next day delivery, you give next day delivery. And If you promise to contact people in the event of a problem like it says you do on your website, you do it. Its not difficult.

I thought that as it was the beginning of December last time and they were probably busy that I would give them the benefit of the doubt and try them again for another order. Big mistake. This time their website said that the product was not in stock and that it would be in within 7 business days and they would contact me to let me know what was happening. That was 14 business days (3 weeks) ago and I have heard nothing from them and they took the money for it over a week ago.

Generally a very poor company that clearly can't keep on top of their own stock, website, sales or customer relations. The only thing they do seem to be good at is taking money from your account with no communication that they have posted the item.
Avoid.
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Old 24th Jan 2014, 17:56
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The cowardly little flaggot has already hidden the previous review, but here's another one for it to hurriedly bury.

From Annette Woolfall, Pontypool, GB
Appauling will never use again

Placed an order in Dec and was told item was in stock so money was taken straight away three days later received an email to say we wouldn't get our delivery due to high demand of this product (x plane 10) we ordered this product as a christmas present for our son we still have not received this item after sending many emails and having rang many times .did speak to Alex on chat on the web site and was told it would be re dispatched .STILL NO SIGN OF THE ITEM and that was over a week ago . we ordered the game somewhere else and received it 3 days later !!!!!! I want a refund asap or i will be speaking to trading standing I have never experienced such very poor service
I bet she's bribed and offered a so-called "good-will" gesture.

Paul..
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Old 24th Jan 2014, 20:11
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Priorities?

I am wondering if any other recent customers have received lengthy rambling emails from the company owner since complaining on trust pilot?

At one point I received 3 emails in a row, to which I didn't responded to, one of which took me about 5 minutes to read- huge paragraphs after paragraph

Honestly, it would have taken him nearly half an hour to write it. All the time his poor customers are wondering why their calls aren't being returned and their emails unreplied to- because he's rambling on in an email to me- a former customer with who has he no business to discuss.

I replied after the third email came and told him to stop contacting me and respond to his customers instead. Common sense I thought considering how many people are posting demands for refunds and updates about orders daily.

Don't respond to him. Let him get on with the job of sorting out the customers who do need his attention.
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