Deleted
Joined: January 1970
Posts: 0
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Post by Deleted on Jan 22, 2019 18:00:24 GMT
Edit 24/1/19: Mr Gorringe has written to me encouragingly addressing this issue; I'll report back with the results.
Online shop advertised replica shirts for sale.
Sizes included those previously sold out.
Online payment taken, morning shirt dispatched.
At least according to email received.
Phone calls from Kay prompt and polite.
Size sold and 'dispatched' actually sold out.
Customer happy to wait until back in stock.
Customer advised that this will be... never.
After Christmas, stock is no longer replaced.
Customer has to wait until next season.
Child for whom shirt bought to be disappointed.
Club apparently happy to decline business.
Club to wait and see whether child still cares.
Child to hope quarters remain right way round.
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Post by o2o2bo2ba on Jan 22, 2019 18:04:14 GMT
Ouch!
Can someone write to the club to complain?
Maybe something can be done if try to take it further, or there may be some compensation.
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Post by laughinggas on Jan 22, 2019 18:11:30 GMT
Prices will start to drop soon therefore is it business sense to over stock now?
Expect Macron require minimum orders.
So if we were over stocked and making a loss what would be the response on here?
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Deleted
Joined: January 1970
Posts: 0
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Post by Deleted on Jan 22, 2019 18:14:07 GMT
Ouch! Can someone write to the club to complain? Maybe something can be done if try to take it further, or there may be some compensation. What's that, my old fruit? No big deal, just poor no stock can be replenished until next season, especially as Macron and BRFC don't always get their game together in time for the open day anyway. Just a disappointed child and an own goal for BRFC, who seem often not to want our money. This isn't the first time they've declined to supply merchandise to supporters eager to be repeat customers. I would have thought increasing and maximising (not declining) such revenue and support was what Mr Gorringe was brought in for. Prices will start to drop soon therefore is it business sense to over stock now? Expect Macron require minimum orders. So if we were over stocked and making a loss what would be the response on here? Small overstock requiring discount sales (they're not going to rot) is much better than disappointing young gasheads. His first ever football match was new year's day 2019. Are you sure you want to be a Gashead, lad? Yes, but I want those long-sleeved quarters. No problem, mate, if you're sure this is what you want. Good business sense to disappoint, right on, Sir. |
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Post by laughinggas on Jan 22, 2019 18:40:47 GMT
Depends on their minimum run for new stock!
Thought there was something about this previously, Macron and minimum numbers.
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Deleted
Joined: January 1970
Posts: 0
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Post by Deleted on Jan 22, 2019 18:58:03 GMT
Depends on their minimum run for new stock! Thought there was something about this previously, Macron and minimum numbers. The maximum numbers must be low if we're running out half way through the season. |
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Deleted
Joined: January 1970
Posts: 0
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Post by Deleted on Jan 22, 2019 19:10:41 GMT
Online shop advertised replica shirts for sale. Sizes included those previously sold out. Online payment taken, morning shirt dispatched. At least according to email received. Phone calls from Kay prompt and polite. Size sold and 'dispatched' actually sold out. Customer happy to wait until back in stock. Customer advised that this will be... never. After Christmas, stock is no longer replaced. Customer has to wait until next season. Child for whom shirt bought to be disappointed. Club apparently happy to decline business. Club to wait and see whether child still cares. Child to hope quarters remain right way round. Get one Classic Football Shirts, plenty of kids kits really cheap and you’ll turn them into a little football hipster/weirdo. |
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Angas
Joined: May 2014
Posts: 2,068
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Post by Angas on Jan 22, 2019 19:14:18 GMT
For me the worst part is that the order was accepted and confirmed. Re stocks, mascots get kit as part of the package. Maybe all mascot deals are booked up for the rest of the season, but if not there must be a few kids' shirts lying around somewhere.
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Deleted
Joined: January 1970
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Post by Deleted on Jan 22, 2019 19:48:30 GMT
Sold out.
At Christmas (they were unavailable by 1/1/19).
Good business sense, my tail feathers.
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Smithy Gas
Craig Hinton
Joined: May 2014
Posts: 271 
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Post by Smithy Gas on Jan 22, 2019 19:58:55 GMT
To be fair, not that I’m excusing it, but didn’t we have the same with Errea before TG was anywhere near the club? No home shirts for a trip to Wembley?
So as much as it’s a pain in the ass it’s not a new issue and not entirely fair to be laying the blame at Toms door as two manufacturers are quite possibly stipulating similar terms we can’t adhere to.
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Deleted
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Post by Deleted on Jan 22, 2019 20:06:48 GMT
To be fair, not that I’m excusing it, but didn’t we have the same with Errea before TG was anywhere near the club? No home shirts for a trip to Wembley? So as much as it’s a pain in the ass it’s not a new issue and not entirely fair to be laying the blame at Toms door as two manufacturers are quite possibly stipulating similar terms we can’t adhere to. You're right. BRFC commercial operations were rubbish before. Foolish of me to think a 'Commercial Director' would have acted to prevent such incompetence recurring. Like maybe ordering enough of items low in number earlier in the season so as not to run out of anything during Christmas. Or do you really think that Rovers unprecedented fine form up to Christmas this season resulted in unforseeable demand for Rovers merchandise? Call me a duck, but I do not. |
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Post by laughinggas on Jan 22, 2019 20:08:19 GMT
Yes but it's kick the club at every opportunity at the moment.
Not sure Tom G role, does it include stock control?
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Deleted
Joined: January 1970
Posts: 0
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Post by Deleted on Jan 22, 2019 20:17:12 GMT
Yes but it's kick the club at every opportunity at the moment. I don't think me paying £41.50 for a nine-year-old boy's plastic Rovers replica shirt was me 'kicking'. His other home is within sight of the new White Hart Lane. Spurs have got every imaginable variety of shirt in every sports retailer for miles around. More fool me for showing him instead the Memorial Ground and the famous quarters. Not sure Tom G role, does it include stock control? Very smart. You're right. Let's blame the lowest paid staffer at the Mem, and lay off poor Mr Gorringe, who has done so much to turn BRFC into the commercial success I've witnessed today. Kick the club my tail feathers. The club kicked itself in the face by running out of stock over Christmas, advertising it online anyway, taking payment, confirming 'dispatch', then phoning to disappoint a young oy and to return £41.50 to a duck. |
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eppinggas
Administrator
Ian Alexander
Don't care
Joined: June 2014
Posts: 8,225
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Post by eppinggas on Jan 22, 2019 21:27:40 GMT
Yes but it's kick the club at every opportunity at the moment. I don't think me paying £41.50 for a nine-year-old boy's plastic Rovers replica shirt was me 'kicking'. His other home is within sight of the new White Hart Lane. Spurs have got every imaginable variety of shirt in every sports retailer for miles around. More fool me for showing him instead the Memorial Ground and the famous quarters. Not sure Tom G role, does it include stock control? Very smart. You're right. Let's blame the lowest paid staffer at the Mem, and lay off poor Mr Gorringe, who has done so much to turn BRFC into the commercial success I've witnessed today. Kick the club my tail feathers. The club kicked itself in the face by running out of stock over Christmas, advertising it online anyway, taking payment, confirming 'dispatch', then phoning to disappoint a young oy and to return £41.50 to a duck. You could you buy the chick our 3rd kit (last seasons popular 2nd kit) for £14.95? Looks better than the current home kit IMHO and comes without the sponsors logo. Just a thought to an avian in distress. You are not "kicking the Club", you are pointing out a deficiency, and the Club should do better. It's people who defend sh*t customer service who are the people who annoy me. It's the same people who are "happy" with mediocrity. Up The Gas. |
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Deleted
Joined: January 1970
Posts: 0
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Post by Deleted on Jan 22, 2019 22:21:39 GMT
You could you buy the chick our 3rd kit (last seasons popular 2nd kit) for £14.95? Looks better than the current home kit IMHO and comes without the sponsors logo. Just a thought to an avian in distress. You are not "kicking the Club", you are pointing out a deficiency, and the Club should do better. It's people who defend sh*t customer service who are the people who annoy me. It's the same people who are "happy" with mediocrity. Up The Gas. Firstly, my dear Eppers, I do not have a chick, as I am not a chicken. That's racist. Secondly, you're spot on regarding the bargain black quarters, which I love without main sponsorship. To him, this black shirt with yellow bits represents the Black Arabs tradition of 1883, of which he is obviously well aware.  The boy concerned got this on New Year's Day as there were then no quarters in the 9-10 'large child' size in stock. 'None in stock' turned out to be a permanent arrangement, however, despite until today 9-10 'large child' quarters being advertised and 'dispatched' online. The black quarters were bought at his first match as an interim measure while he was waiting for the promised blue and white quarters to return to stock though. It so unimpressive that BRFC's commercial operations disappoint supporters and children year after year. I had obviously warned the boy that Rovers can be a disappointing football team, as it was only fair to prepare him for this. I really thought BRFC would be keener to take £41.50 for posting him a replica shirt though. But there we are. Appointing the Commercial Director has not fixed this recurrent Rovers failure to supply. |
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Deleted
Joined: January 1970
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Post by Deleted on Jan 22, 2019 22:32:02 GMT
I don't think me paying £41.50 for a nine-year-old boy's plastic Rovers replica shirt was me 'kicking'. His other home is within sight of the new White Hart Lane. Spurs have got every imaginable variety of shirt in every sports retailer for miles around. More fool me for showing him instead the Memorial Ground and the famous quarters. Very smart. You're right. Let's blame the lowest paid staffer at the Mem, and lay off poor Mr Gorringe, who has done so much to turn BRFC into the commercial success I've witnessed today. Kick the club my tail feathers. The club kicked itself in the face by running out of stock over Christmas, advertising it online anyway, taking payment, confirming 'dispatch', then phoning to disappoint a young oy and to return £41.50 to a duck. You could you buy the chick our 3rd kit (last seasons popular 2nd kit) for £14.95? Looks better than the current home kit IMHO and comes without the sponsors logo. Just a thought to an avian in distress. You are not "kicking the Club", you are pointing out a deficiency, and the Club should do better. It's people who defend sh*t customer service who are the people who annoy me. It's the same people who are "happy" with mediocrity. Up The Gas. Well said. Quite bizarre really, mention that Gorringe may have got another thing wrong and people don't like it, but it's OK to suggest that it could be someone else's fault. For what it's worth, I think we are lucky to have Clare and Kay, and they can only work with the tools they are given. Tom on the other hand is in charge of retail, so regardless of your opinion of stock strategy, he's responsible for the retail systems, so my question would be; How was this non-existent item removed from a stock record that should have been showing zero so that a confirmation of dispatch message could be sent to the client? 20 min queues to get a ticket to get in tonight, well done Tom, another brilliantly efficient system, well thought out, superbly implemented. The ticket windows don't even all have signs above them saying what tickets are available from each window. No doubt that was the fault of the people in the ticket office who were selling tickets as fast as they possibly could. |
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Deleted
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Post by Deleted on Jan 22, 2019 23:51:33 GMT
Very poor and a good thread to highlight this issue.
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Post by tauntongas on Jan 23, 2019 19:02:34 GMT
You could you buy the chick our 3rd kit (last seasons popular 2nd kit) for £14.95? Looks better than the current home kit IMHO and comes without the sponsors logo. Just a thought to an avian in distress. You are not "kicking the Club", you are pointing out a deficiency, and the Club should do better. It's people who defend sh*t customer service who are the people who annoy me. It's the same people who are "happy" with mediocrity. Up The Gas. Tom on the other hand is in charge of retail, so regardless of your opinion of stock strategy, he's responsible for the retail systems, so my question would be; How was this non-existent item removed from a stock record that should have been showing zero so that a confirmation of dispatch message could be sent to the client? Perhaps an unfit item had not been checked off of stocks correctly?
Perhaps a small number will have been stolen/misplaced at some point?
Perhaps there was an error in the software at any point across the last year, which failed to reduce stocks by one, following a successful order.
Perhaps in an order of thousands, Macron had fulfilled 4,998 out of 5,000 (numbers used are hypothetical) and it has not been recognised until now?
Perhaps a replica shirt had been used in a promotional/complimentary event and had not been checked off of the stocks correctly?
Even the most costly and sophisticated systems provide errors and problems like this, every single day. The digital, client facing side (the online store) depends entirely on the physical stock being accurate.
It is a shame that the shirt wasn't available but other shirts are available. If the system had worked correctly, then the customer would have been 'disappointed' from the start - what would they have done or how would they have felt in that instance?
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Post by pirate49 on Jan 23, 2019 19:16:29 GMT
Online shop advertised replica shirts for sale. Sizes included those previously sold out. Online payment taken, morning shirt dispatched. At least according to email received. Phone calls from Kay prompt and polite. Size sold and 'dispatched' actually sold out. Customer happy to wait until back in stock. Customer advised that this will be... never. After Christmas, stock is no longer replaced. Customer has to wait until next season. Child for whom shirt bought to be disappointed. Club apparently happy to decline business. Club to wait and see whether child still cares. Child to hope quarters remain right way round. Get one Classic Football Shirts, plenty of kids kits really cheap and you’ll turn them into a little football hipster/weirdo. .....or
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Deleted
Joined: January 1970
Posts: 0
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Post by Deleted on Jan 23, 2019 20:54:21 GMT
Tom on the other hand is in charge of retail, so regardless of your opinion of stock strategy, he's responsible for the retail systems, so my question would be; How was this non-existent item removed from a stock record that should have been showing zero so that a confirmation of dispatch message could be sent to the client? Perhaps an unfit item had not been checked off of stocks correctly?
Perhaps a small number will have been stolen/misplaced at some point?
Perhaps there was an error in the software at any point across the last year, which failed to reduce stocks by one, following a successful order.
Perhaps in an order of thousands, Macron had fulfilled 4,998 out of 5,000 (numbers used are hypothetical) and it has not been recognised until now?
Perhaps a replica shirt had been used in a promotional/complimentary event and had not been checked off of the stocks correctly?
Even the most costly and sophisticated systems provide errors and problems like this, every single day. The digital, client facing side (the online store) depends entirely on the physical stock being accurate.
It is a shame that the shirt wasn't available but other shirts are available. If the system had worked correctly, then the customer would have been 'disappointed' from the start - what would they have done or how would they have felt in that instance?
I can put forward industry standard provision examples of how you deal with the points raised above, but it would be a bit boring, even for me.
We can argue the toss over whether Rovers retail justifies the sort of diligence or systems to prevent the examples you give affecting the customer experience, but even if we accept all of the points you make, I don't see how we can get an item that's physically not in stock marked as dispatched? |
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