EuroCarParts - parts substitution?

[MD5]

I ordered a part from Euro a couple of days ago, and paid for the premium delivery service, to be let down by the courier. Day wasted, and workshop slot potentially lost etc, with no delivery time available for today. Grrr! Anyway, whilst chasing things up, I've noticed a disclaimer at the bottom of the email confirmation which reads " Please note due to our policy of continuous improvement, brands advertised may be replaced by others of equal quality." Fair enough, that's better than no part at all, unless you have ordered a part based on brand loyalty or oem.

Had I ordered the part on this basis, could this not have been made clearer on the website? Notification in the confirmation email is a bit after the event.

 

[EuroCarParts]

Hi

Really sorry about the delivery mess up - can you drop me a PM with your order number so i can look into it?

Regarding the brands...

There are certain times when key suppliers will run out of stock, and we may have to infill from another equal supplier.

This tends to only be the case with filters - Where we advertise a HENGST filter, however we then have to infill with a BOSCH or vice versa - its worth noting that infill stock tends to cost us more than the advertised stock, so its not penny pinching on our end

You would never have an occasion where you order a premium Original Quality brand [ie a SACHs Clutch Kit) , and receive a lesser quality 'value one (ie a TRANSMECH Clutch Kit)

This tends to only happen with about 1% of filtration and Clutch orders as we have begun to update the brands on a weekly basis.

For items such as brakes, suspension & Batteries each brand has its own part number, therefore you never have the scenario of a 'mixed bin'

Patrick

 

[MD5]

Thanks for your reply, Patrick. I know it's not about penny pinching, but there are some people for whom a recognised name may be everything from an originality point of view, or some people who just have plain brand loyalty, as I said. If they thought they may not receive the brand they were paying for, they may like to know in advance, is my point.

As we are still awaiting delivery, I'd be grateful if you could look into it, thanks, although my posting here wasn't for that purpose. PM on way.

 

[EuroCarParts]

Thanks for your reply, Patrick. I know it's not about penny pinching, but there are some people for whom a recognised name may be everything from an originality point of view, or some people who just have plain brand loyalty, as I said. If they thought they may not receive the brand they were paying for, they may like to know in advance, is my point.

As we are still awaiting delivery, I'd be grateful if you could look into it, thanks, although my posting here wasn't for that purpose. PM on way.

Cheers Mike

The truth is, with certain parts there may be a mixed bin in one branch (say for example, Wembley as its the depot for internet orders) but if you done a Click and collect in Harrow - they may only have 1 brand in stock! - We do have a note to the branches for Click and Collect - if the brand differs from that on the pick note, to let the customer know during the courtesy call - This is ok as the branch handles 3 or 4 orders at a time - the dispatch team don't currently have that luxury!

Its something we are working on avoiding completely (even though it only affects a TINY % of orders) and since we have begun to update the brands weekly, the problem has nearly disapered! - We are VERY proud of our brands, and want to promote them as much as possible!

Once i get your PM, ill speak to the customer service manager

Pat

 

[MD5]

Cheers Mike

The truth is, with certain parts there may be a mixed bin in one branch (say for example, Wembley as its the depot for internet orders) but if you done a Click and collect in Harrow - they may only have 1 brand in stock! - We do have a note to the branches for Click and Collect - if the brand differs from that on the pick note, to let the customer know during the courtesy call - This is ok as the branch handles 3 or 4 orders at a time - the dispatch team don't currently have that luxury!

Once i get your PM, ill speak to the customer service manager

Pat

But the website could have!

Once again, thanks for kindly chasing up my part, which demonstrates your customer service levels. Shame about the courier!

 

[EuroCarParts]

But the website could have!

Once again, thanks for kindly chasing up my part, which demonstrates your customer service levels. Shame about the courier!

This is the issue we face - the website (or me or you) dont know whats in the bin location sometimes - there may be 50 units in stock, 10 may be HENGST and 40 may be BOSCH again, its isolated but we want to find a better way around it

As for the order, that's what i'm here for, Incase there are issues to try and sort them out faster than going down the normal email / phone call route - Hopefully you won't have any other issues, but if there are you know where i am

 

[MD5]

This is the issue we face - the website (or me or you) dont know whats in the bin location sometimes - there may be 50 units in stock, 10 may be HENGST and 40 may be BOSCH again, its isolated but we want to find a better way around it

As for the order, that's what i'm here for, Incase there are issues to try and sort them out faster than going down the normal email / phone call route - Hopefully you won't have any other issues, but if there are you know where i am

Which, imho, would be to advise online customers prior to purchase by putting the disclaimer that is included in the order confirmation, ie "Please note due to our policy of continuous improvement, brands advertised may be replaced by others of equal quality", clearly on the website, to avoid disappointment after the event. Sorry, Pat, I can see your dilemma, but online customers can't until after the event. 'Nuf said!

Anyway, as for the non delivery, I've just had a phone call from Euro advising me that the courier has had a lorry breakdown, and they have been on their case since this morning. I've also had several pms from Pat, all of which show great levels of customer service, so thanks again, Pat. If I don't get the brand I was expecting, though, I'll be ******** livid! JUST KIDDING!

 

[EuroCarParts]

If I don't get the brand I was expecting, though, I'll be ******** livid! JUST KIDDING!

LOL

Glad to help - and, as always will pass the feedback onto the team!