Oh Vectis why do you do it to me...

[SAVORY100]

I've had a moan before about the issues with customer service and no doubt in a month or two's time I'll be having a moan again, but the lots on offer are always so tempting and I get suckered in... So of course, I won four lots in the 25/6/15 auction.

- I probably paid a little over the top, hey that's life and a trigger happy finger on the day
- I get annoyed that the photo's are always rubbish, but then again, that's part of the game
- I take on board the rather large buyers fee although I really do think it takes the piss and I'm glad to hear rumblings of a 'new auction house' coming to market that will be a little more focussed on a better buyer fee (wait to see it to believe it)...

What really gets to me though, is that today when I call up, a full 10 days post auction to discuss getting my items shipped (bearing in mind I've paid for them and on Vectis' home page is a large advert for the delivery service that they offer, so I presume they are proud of it) I get a very cold and unwelcoming reception from the lady in the packing team. I'm guessing she may be a loan worker, both due to pace of work (I'll elaborate) and of course her general inability to talk to other human beings... in my case a f*ckin' customer!

Lets be clear, the funds for the auction items that I won were taken from my registered card within 24hrs of the hammer hitting the gavel, yet 10 days later when I call to discuss the option for delivery, I'm told (after much stalling) that the lady in question is just starting work on auctions that took place on the 15th June, so I should expect approximately a further 2 week delay before the auctions on the 25th are started to be packed and shipped. I'm guessing, but first week of August is my most likely delivery date :shock:

By my reckoning, round numbers, Vectis will have accrued mine and the many other 100's of 'customers' (using the term lightly as they appear to) money in their bank account for in excess of a full month BEFORE those paying that money actually see anything in return; of course some will have collected already, but the deliveries must be in very high numbers for such a delay to be being carried.

Despite this now being my third experience of using Vectis, it still shocks me that they feel this is the right and proper way to conduct themselves and rather than invest and improve in the actual customers they have, it actually feels like things are slowing down in this area each time.

No emails (other than confirmation of payment) post auction
No contact phone number on that email (despite an invitation to get in touch) and no details of what happens next... do I need to do anything???
No details or warning of delays in despatch of goods
No customer service when you finally get through on the phone

I would think they may be better for the long term success of their business, rather than the short term, if they are to to run less auctions each month and sort out service levels to actually be able to service the auctions or delay taking payment still the day of shipping. In every business one rule beats all others; Customer is King. A factor that appears to be being missed.

So, please Vectis (as I really want you to thrive, not just survive), please get on with employing a few more pickers and packers to keep on top of demand rather than create frustration from the very people that not only pay your salaries at the end of the day, but those that you have invested so much time (and in turn money) in advertising to and lobbying, to get them to support and shop with you in the first place.

Duke's Auction House on the other hand, I used for the first time last week are not perfect but at least they couldn't have been more helpful:

- They didn't take my money within hours of the auction ending (despite registering a card with them), they sent me an invoice with acceptable payment terms (7 working days) instead
- They do have great customer service and a welcoming telephone team/person
- They don't do direct deliveries, but that was made clear pre-auction and is a real shame.. as I say they're not perfect either
- They did offer me a number of courier details they recommend using, but as they are not too far, I'll take a trip to see them and collect this week

Anyway, when's the next one? :lol:

 

[steve obi wan]

I totally agree ,

I won 4 lots and no e mails or updates , I have sent 2 e mails no response , even though the message comes back , someone will get back to you asap.

Shocking service :shock:

 

[indianawars]

Clearly they've bitten off more than they can chew. I've stopped bothering with Vectis, I really couldn't care less what they've got.

 

[palitoyjunky]

Soz to hear that but unfortunately ur one of many :!: Its an unacceptable time frame and clearly Vectis need to employ more hands in that dept.
Sometimes one can get lucky and Vectis will hand deliver ur item if they r going to ur area on business etc. It did happen to me about 3/4 months ago where I got my item hand delivered 4 days after I won it

 

[Fishtalk]

Pretty much the same story here, I was going to email Vectis today to enquire about the status of my 25/6 auction win, but won't bother now. I received my item from the 27/5 auction in 8 days, I was expecting a 2 week wait at the very least. Nothing we can do about it I guess, but Vectis clearly need to employ more packers working overtime to clear the backlog.

I know there's a disclaimer on the website warning of packing delays, but a polite email keeping me up to date wouldn't go amiss.

 

[SAVORY100]

I know there's a disclaimer on the website warning of packing delays, but a polite email keeping me up to date wouldn't go amiss.

My main gripe really... I've paid them an awful lot of money already, but they don't have the courtesy to deliver basic customer service, let alone the products I now own...

 

[Mr-shifter]

It's simple really. They are selling more than they can handle as they are greedy. Sellers are after big bucks and that's what vectis can deliver, but you want to sell in a timely fashion because the market is currently higher than its ever been.

So now they have a backlog of auctions, but that won't stop the mighty machine selling. Stuff the customer service, just keep selling them snake oil.

When you think, they take a whopping 40% of every item sold, they should perhaps do a bit more for their money.

 

[ODB]

Seeing as how people are lining up to bid at their auctions I can't see them doing anything to rectify this anytime soon.

 

[DarthStanley]

**** Vectis! :lol:

 

[kvavik]

I've had similar experience. Did the lady from customer service say "computer says no" and then cough right in your ear?

 

[indianawars]

I've had similar experience. Did the lady from customer service say "computer says no" and then cough right in your ear?

Best comment so far! :lol:

It's a shame that they take your money within 24 hours after the auction, but make you wait weeks before receiving your goods. If it was the other way around and you didn't pay for weeks, I don't think they'd like it! In most cases people are spending up to hundreds/thousands of pounds on their auctions and would expect a level of service - If it means having to spend some of their whopping 20% fees on a few extra pair of hands, then so be it... It's not like they're not making thousands at each auction, so to pay a couple of temps for a few days worth of work wouldn't put them hard up.

 

[steve obi wan]

Totally agree , crazy way of doing business

 

[JFK]

I was in there the other day and they do have **** loads of workers packing away ,the stuff is just sitting in old boxes and fruit trays on the floor in the hallways ,all over the plaice and not very organised in my personel opinion

 

[Vectisauctions]

Vectis Response

I was concerned to read the comments put on this forum site by 'SAVORY100'. I can appreciate how frustrating this must be but I would like to state that Vectis are committed to providing a consistent and professional approach in all it does and if there are queries, we strive to address them and put them right as quickly as possible within the constraints of the business.
I would like to address the following points-

1. Photographs- Vectis are often asked to provide images for publications, magazines, books and the internet by third parties. We have an excellent image directory covering over a decade, with hundreds of thousands of images. In the main, we find one image is enough for each lot, however if more information is required extra pictures can always be provided, you need to do is to contact us prior to the sale giving details of the lot number and what in particular you need an image of (face, packaging, weapons etc.)

2. Deliveries – Vectis terms and condition state delivery will be within 21 days. Under normal circumstances, we aim to send parcels out within 2 weeks, we have had in the past a delay which was highlighted on the website. To address this we have recently taken on an extra THREE members of staff who are in the process of being trained. Our high standards of packing mean that the new additions will take time to have an impact but we aim to have the 2 week turn around at least in place for the end of the month (from the date of payment for all paid items).
The additional time set out the T&C's allows for any peaks and troughs as I am sure you will accept that we cannot fully anticipate prior to any sale how much will be collected in person and what percentage may need to be packed. We have recently seen a more dramatic move to postal deliveries resulting in delivery times moving to the end of our commitment. We do still get the parcels out within the time frame outlined in the T&C's and are NOT QUOTING 6 week's delivery for any lots. ALL parcels at present are within the 21 day time frame which we have taken action to reduce. If you are keen to have your items sooner that the two weeks you can collect in person, or at an exhibition when we are in attendance (Sandown Toy Fair, Kensington, Birmingham) or arrange your own collection. (In our experience you may find third party couriers up to three times more expensive that our rates but it you need an item within a couple of days, this might be an option for you).

3. Communication – Vectis posts on its website, Facebook and Twitter with regard to the delays in packing. We actively use these channels to keep customers abreast of changes or important information. It was also on the newsletter sent to our customer database. (This is an opt-in feature, if you have requested no contact we are therefore unable to let you know in this manner). All of our email and written correspondence has our contact details on, but I will double check if you have reported that one you received did not.

4. Service – We are sorry that you felt that you are not important to us as a customer; I can assure you this is not the normal impression we give. Your comments with regard to telephone communication has been brought to the attention of the packing team; making this a priority point for all staff in our weekly training update to ensure that a similar event does not arise.

AT ALL TIMES - We encourage an open dialogue with all customers and welcome constructive comments and suggestions. We offer many services that other auction houses do not but agree that if we do offer them they need to be of the same high standard as the rest of our service. If not we will address it. It is unfair for a comparison to be made against other auction houses who do not offer the same range of services that we do. Please accept that some issues take time to be resolved and therefore we cannot always see the results of change straight away.

If you would like more information on Vectis services, have any suggestions or have an issues you wish to discuss please contact 01642 750616 [email protected] or general enquiries, FREE valuations or sale information please contact [email protected]

 

[JFK]

Welcome jo to our humble forum ,will there be possible discounts to your now fellow members please

 

[indianawars]

WOW, that was like reading a terms & conditions page! :lol:

 

[Vectisauctions]

HI JFK and all....

I like your thinking! 8)

If you are wanting to consign any items with us we will always attempt to be competitive, we quote a standard fee but price does vary dependent on quantity, type and value.

If you contact me with collections I will always try to get you the best quote my email is [email protected]

Buying fees we can't really alter but as a tip if you purchase through Vectis via room, commission, telephone or web you will pay a lesser rate than using www.invaluable.com

For postage we always combine - IF YOU let us know, we can hold things (no charge for storage) if you want a few things sending out together or you can collect at the mayor toy fairs we attend at -
Sandown Park, NEC, Kensington
At Rugby during auctions or from our Southern Office in Witney, Oxford. Items can be collected or dropped off here for free (by prior arrangement).

All I would say it TALK to us, we don't bite (well not very often) and do welcome suggestions. We are not promising to right the world as everything needs to be viable and be for the benefit of the whole toy community (what might suit a SW collector might not suit a dolls house collector) but we will try.


We have some great things coming up but don't want to bombard you all too much!
Jo

 

[SAVORY100]

Vectis Response

I was concerned to read the comments put on this forum site by 'SAVORY100'. I can appreciate how frustrating this must be but I would like to state that Vectis are committed to providing a consistent and professional approach in all it does and if there are queries, we strive to address them and put them right as quickly as possible within the constraints of the business.
I would like to address the following points-

1. Photographs- Vectis are often asked to provide images for publications, magazines, books and the internet by third parties. We have an excellent image directory covering over a decade, with hundreds of thousands of images. In the main, we find one image is enough for each lot, however if more information is required extra pictures can always be provided, you need to do is to contact us prior to the sale giving details of the lot number and what in particular you need an image of (face, packaging, weapons etc.)

2. Deliveries – Vectis terms and condition state delivery will be within 21 days. Under normal circumstances, we aim to send parcels out within 2 weeks, we have had in the past a delay which was highlighted on the website. To address this we have recently taken on an extra THREE members of staff who are in the process of being trained. Our high standards of packing mean that the new additions will take time to have an impact but we aim to have the 2 week turn around at least in place for the end of the month (from the date of payment for all paid items).
The additional time set out the T&C's allows for any peaks and troughs as I am sure you will accept that we cannot fully anticipate prior to any sale how much will be collected in person and what percentage may need to be packed. We have recently seen a more dramatic move to postal deliveries resulting in delivery times moving to the end of our commitment. We do still get the parcels out within the time frame outlined in the T&C's and are NOT QUOTING 6 week's delivery for any lots. ALL parcels at present are within the 21 day time frame which we have taken action to reduce. If you are keen to have your items sooner that the two weeks you can collect in person, or at an exhibition when we are in attendance (Sandown Toy Fair, Kensington, Birmingham) or arrange your own collection. (In our experience you may find third party couriers up to three times more expensive that our rates but it you need an item within a couple of days, this might be an option for you).

3. Communication – Vectis posts on its website, Facebook and Twitter with regard to the delays in packing. We actively use these channels to keep customers abreast of changes or important information. It was also on the newsletter sent to our customer database. (This is an opt-in feature, if you have requested no contact we are therefore unable to let you know in this manner). All of our email and written correspondence has our contact details on, but I will double check if you have reported that one you received did not.

4. Service – We are sorry that you felt that you are not important to us as a customer; I can assure you this is not the normal impression we give. Your comments with regard to telephone communication has been brought to the attention of the packing team; making this a priority point for all staff in our weekly training update to ensure that a similar event does not arise.

AT ALL TIMES - We encourage an open dialogue with all customers and welcome constructive comments and suggestions. We offer many services that other auction houses do not but agree that if we do offer them they need to be of the same high standard as the rest of our service. If not we will address it. It is unfair for a comparison to be made against other auction houses who do not offer the same range of services that we do. Please accept that some issues take time to be resolved and therefore we cannot always see the results of change straight away.

If you would like more information on Vectis services, have any suggestions or have an issues you wish to discuss please contact 01642 750616 [email protected] or general enquiries, FREE valuations or sale information please contact [email protected]

SAVORY100 Response, as you don't feel a direct PM is more appropriate:

1. I made no real complaint about the photographs, I just noted they are rubbish, they are, but as I say, I tolerate that. If you think otherwise, take a look in the SWF.UK sales pages, they are not perfect everytime, but as a non-professional bunch of sellers, they almost all do a better job, you can't dispute that. I guess though as you have decided to focus on this rather than apologise as an initial response, that this is a concern flagged by others that bid, so you ave chosen to defend that position - fine by me... carry on.

2. I made no suggestion that the delivery was outside any T&C, I merely noted that I don't think its a decent timeframe to expect a good quality business to turn around such matters. I note again that the fact that the goods are paid for within 24hrs but shipped in 21 days is a poor service model to deliver and wildly out of date with online retailing, which in this case, you really are. This is of course made confusing by T&C saying one thing, my head clearly wanting better and a packer on the end of the phone saying a third (worse) timescale.

3. Communication in this manner is not in anyway customer service, just a very low level way to share information. It forces people (your customers) to chase you and find their own answers, rather than being a proactive business that shows any kind of interest in dealing with concerns or delays (however a T&C ,may or may not define such things). You have all our emails and phone numbers, a courtesy email (rather than a paid invoice) post auction can easily be automated to run and say THANK YOU as well as explain the next steps and an likely delivery date. If that delivery date is noted as 21 day, no one can question or complain or even feel frustrated. Vectis throw a huge amount of effort promoting in a very non-passive manner before every auction to drive up their business, yet to deliver information post sale via a mass update on Facebook or Twitter is beyond passive, its just lazy. The next photograph (taken of my only email on this matter so far makes your statement about contact details on every communication a little bit embarrassing as unless your telephone/email details of your service and/or pick and pack team are written in white on white, it appears you maybe wrong...

4. Thank you for the apology... I would have probably started with that if you really wanted to apologise, rather than the defensive remarks... hey ho..

 

[indianawars]

Great response mate - good for you!

 

[Mr-shifter]

WOW, that was like reading a terms & conditions page! :lol:

Seems that way doesn't it. I think there might be a teeny apology hiding in there somewhere, but I can't find it.

Lots of excuses and statements though. Excuses are like arseholes. Everyone has one.

None of my business how you run your business but perhaps the quickest way to nip this in the bud is to pm savoury 100 and ask him for his real name and address, then phone him and tell him what's going on with his auction wins. Be nice to him and he will probably come back on here and tell everyone what a good job you have done sorting it out. He's already said he's probably going to buy at the next one so there's no fear of driving him away.

Then you come on here and do your pr bit. It's a much nicer and more human way than saying these are our terms and conditions so there, then trying to make friends with people by offering to broker their collections.

I mean, just a thought. I'm not an auction house bit its what I would have done.