I ordered a porch canopy ........
On the 30th June I ordered a porch canopy from MIDLAND GRP via Ebay and was disappointed to find that the delivery window was four weeks - to the 28th July. When querying this time I was informed (somewhat brusquely) that the delivery window was ‘clearly stated’ and each porch canopy was ‘made-to-order’. This seemed a little strange as each individual canopy is advertised with established measurements and sizes and is not a particularly large or complex structure - basically a fibreglass mould. Still this was their ‘business model’ and the delivery window was ‘clearly stated’.
On the 27th July, having received no communication from MIDLAND GRP, and finding the canopy had not even been dispatched, I messaged and requested an update as to the delivery date. I was informed on the 29th July that the company ‘planned’ to dispatch the following week which, with a delivery time of 5 days, meant my delivery would be almost two weeks late if the ‘plan’ was brought to a successful conclusion. Somewhat frustrating as my ‘handyman’ had been -somewhat foolishly - engaged to fit the canopy on Friday 1st August. I was ultimately obliged to cancel and apologise to him for the inconvenience. So at this point, I had only been updated when I messaged, there was a rather vague ‘plan’ to deliver the item two weeks late and, lastly, and most importantly, I received absolutely no apology at all. After pointing out (sarcastically) to a rather entitled young lady ( Daddy’s Girl - I bet the interview was tough!) that this was really great customer service, the order was cancelled (so no feedback can be left on Ebay).
This is a company that, in my opinion, considers that it is doing its customers an enormous favour in selling their products to us and, thus, we should be very grateful and certainly not complain if they fail to deliver on time or fail to apologise for not doing so. A sort of ‘ Let them eat wait’ vibe in place of professionalism and courtesy.
So that was that.
Except it wasn’t.
To be continued.
Response to Midland GRP reply:
1. I did not receive an automated reply to my order suggesting that replies may be delayed.
2. I have stated in my review (quite clearly) that while I was disappointed in the length of time my purchase would take to be delivered the delivery window was quite clear.
3. I was certainly sarcastic in my response to your statement that my delivery was 'planned' for almost two weeks after the delivery window. This was due to the complete absence of any update or apology on your part. I notice that you do not address this issue in your reply.
4. 100% Ebay feedback - Ebay now remove all negative feedback when a full refund is made. A fact you are well aware of. My review was factual and truthful - as is the review above.
5. Please do not preach to me about customer service - I did not receive any. You merely doubled down on your original response.
6. Please do not preach to me about courtesy and respectful communications - I did not receive any. I received a response from an entitled young woman who owes her position to her family.
7. For clarity, your company did not update me, did not apologise and cancelled my order because, you personally, do not like criticism - your first response to my complaint was to ask if I wanted to cancel my order rather than apologise.
Second response to Midland GRP:
1. The original final date on the delivery window was the 28th July which was why I contacted you on the 27th July - as my purchase had not been dispatched on that date.
2. I did not receive any update at all until I contacted you.
3. I left feedback knowing it would be removed. Ebay remove all negative feedback if a full refund is made. My feedback was accurate and truthful.
4. I did not receive an apology. In fact, this is the first attempt on your part to acknowledge that your customer service was inadequate.
5. Your personal background is relevant. A normal employee would have reacted very differently.
6. As for the cancellation - please look up the word dissembling (I'm sorry if this is rude or patronising but then so is lying to customers). You cancelled because you did not respond correctly with an apology for the delay and lack of communication and were, subsequently, unable to acknowledge this. A sarcastic complaint is not 'abuse'.
Third response to Midland GRP:
1. I didn't think you would be able to maintain a slightly conciliatory tone for very long.
2. I repeat: I received no updates and no apology for the significant delay in delivering my order.
3. I repeat: Ebay remove feedback from large sellers if they issue a refund. This is detailed all over the internet.
4. I repeat: my review is factual and accurate.
5. I think you have been guilty of more verbal 'abuse' in this exchange but that is obviously acceptable because it is you posting it.
6. You can have the last word.
Réponse de MIDLAND GRP Ltd
Thank you for your review.
We were away on holiday during part of the period you contacted us, and an automated response was in place to advise there might be a delay in replies.
As stated at the time of purchase, our porch canopies are made-to-order. While we offer established sizes, the production process means we cannot hold every variation in stock, as the range is too large for this to be practical. The delivery window provided was in line with this and clearly displayed before ordering.
The order was cancelled due to your utter rudeness, patronising, and condescending tone. While we pride ourselves on our excellent customer service, as reflected in our 100% eBay feedback, that standard does not extend to customers who choose to communicate in such a manner. Your eBay feedback was removed after eBay reviewed and confirmed the abusive nature of your comments.
For clarity, I am not a “daddy’s girl” but a co-owner of the business. While we understand delays can be frustrating, we expect communication to remain courteous and respectful in both directions.
Kind regards,
Helen
Co-Owner
Midland GRP
Thank you for your updated review. I will respond to each of your points individually for clarity.
1. An automated reply was in place during the time you contacted us, advising there may be a delay in replies due to staff being on annual leave. If you did not receive this, it may have been due to your email provider’s filtering or spam settings, but it was active and functioning.
2. You are correct that the estimated delivery window was made clear at the time of purchase, and we appreciate you acknowledging this. As stated, our porch canopies are made to order and not held in stock due to the thousands of possible size, colour and style variations.
3. The estimated delivery date provided was within 2 days of the original estimated delivery window. It was not scheduled for two weeks after the window closed. However, we acknowledge that you would have preferred more frequent updates, and regret if our communication did not meet your expectations.
4. You previously stated that you were unable to leave feedback. Now you say it was removed. To clarify, eBay only removes feedback if it breaches their guidelines. In your case, feedback removal was due to eBay’s policy enforcement, not simply because of the refund. Your original comments contained content that eBay deemed not in compliance with their rules.
5. We always aim to provide courteous and professional customer service. We regret that you feel you did not receive this, but we did respond to your concerns and sought to address them.
6. Comments regarding the personal background of staff members are not appropriate and are not relevant to your order. All decisions were made based on our policies and procedures, not personal feelings.
7. Your order was not cancelled because of criticism. You were given the option to proceed or cancel after you expressed dissatisfaction, so that you had control over the outcome. The decision to refund and cancel was made to avoid further frustration for you.
We regret that this order did not result in a positive experience for you and have issued a full refund as confirmed.
Yours sincerely,
Helen
Co owner
Your assertion is incorrect. The order was not cancelled because anyone “failed to acknowledge” anything — it was cancelled due to the rude, patronising, condescending, and offensive tone of your communications. While sarcasm alone is not abuse, the overall manner of your messages was unacceptable. We reserve the right to refuse service when interactions become disrespectful.
Additionally, eBay removed your feedback because they determined your comments violated their policies on abusive and offensive language. This review further supports that your behaviour was beyond reasonable complaint.