http://www.exceptional-av.co.uk/

From what he was saying he was waiting in for the delivery, so surely there must have been some contact suggesting that the item had been dispatched????

Hmm, good point! If there are problems I'd suggest the OPs close study of what was received and what their terms and conditions state - the email for dispatch confirmation is in Amazon's Ts&Cs rather than Exceptional-AVs so they may have some sort of get out clause on this. Worth a look though.

ÿ

Hi guys, very interesting comments.  I am not sure what my options would be in this scenario since my contract was purely verbal (exceptional-av seem to make a point of not actually sending any emails to state that they have processed your order, nor do they confirm dispatch.  The only emails I got were the automatic email to confirm my web order and a one liner to say he was going to 'do it now').  It was this lack of communication that led me to confirm over the phone when I was re-assured everything was in hand. 

in terms of redress?  Well - I don't think I have any options since I ended up downgrading my order to the onkyo 876.  Funnily enough, at the time I placed my orignal order, I recommended a friend buy this very amp from hifix.co.uk.  He got his the very next day and for £100 cheaper than my final price of £699.  Albeit - mine is black and his silver.  Black seems to be very popular.  Why didn't I go to hifix?  well - I wanted black and they didn't have it so they didn't offer it for sale...  That is a good idea isn't it?  Only sell things you actually have. 

 Anyway - good news.  Exceptional-av delivered my onkyo 876 today and it is already sitting up on my shelf having been configured in a mad frenzied approach - cables everywhere....  Sounds fab!!!!  What a great little amp this is!  Not what I originally decided, but this isn't that different from the TX -NR906 that I really wanted (yunno - the flagship model....  tears on my pillow).  I am just going to keep telling myself that the 876 is just as good....  hehe.

It is very interesting to hear I am not the only one who has been poorly treated by them.  If they are this good at selling, then I just hope my unit stays healthy - I don't fancy going back to get any help. 

If this has put anyone off from dealing with them then that would hopefully serve as a lesson to them and they will pull their socks up.  At the end of the day AV gear is always difficult to find at the right price, so I am happy now I have my amp... 

skelk:

Okay, fair enough, they don't have a proper online system, but why not refund me when they discovered their mistake? 

I wouldn't order from anywhere that didn't have a proper online system!

I do sympathise with you, as spending a day waiting in for a delivery that never happens is extremely annoying (and I've had my fair share of this over the years).

For a major purchase like yours, I would expect to get an email confirming despatch, with tracking number etc.

Looking at their website, I can't see any terms & conditions, which would usually cover payment & delivery.   They do have 4 technical support numbers for different types of equipment, but nothing listed for hi-fi/av ?   The lack of T&C and a FAQ is unusual.

Still, there is a new competition now - and they are (according to the site) an official supplier to the BBC (so you can console yourself that if have a TV licence you're still supporting them!!!).

skelk:

Hi guys, very interesting comments.ÿ I am not sure what my options would be in this scenario since my contract was purely verbal (exceptional-av seem to make a point of not actually sending any emails to state that they have processed your order, nor do they confirm dispatch.ÿ The only emails I got were the automatic email to confirm my web order and a one liner to say he was going to 'do it now').ÿ It was this lack of communication that led me to confirm over the phone when I was re-assured everything was in hand.ÿ

in terms of redress?ÿ Well - I don't think I have any options since I ended up downgrading my order to the onkyo 876.ÿ Funnily enough, at the time I placed my orignal order, I recommended a friend buy this very amp from hifix.co.uk.ÿ He got his the very next day and for £100 cheaper than my final price of £699.ÿ Albeit - mine is black and his silver.ÿ Black seems to be very popular.ÿ Why didn't I go to hifix?ÿ well - I wanted black and they didn't have it so they didn't offer it for sale...ÿ That is a good idea isn't it?ÿ Only sell things you actually have.ÿ

ÿAnyway - good news.ÿ Exceptional-av delivered my onkyo 876 today and it is already sitting up on my shelf having been configured in a mad frenzied approach - cables everywhere....ÿ Sounds fab!!!!ÿ What a great little amp this is!ÿ Not what I originally decided, but this isn't that different from the TX -NR906 that I really wanted (yunno - the flagship model....ÿ tears on my pillow).ÿ I am just going to keep telling myself that the 876 is just as good....ÿ hehe.

It is very interesting to hear I am not the only one who has been poorly treated by them.ÿ If they are this good at selling, then I just hope my unit stays healthy - I don't fancy going back to get any help.ÿ

If this has put anyone off from dealing with them then that would hopefully serve as a lesson to them and they will pull their socks up.ÿ At the end of the day AV gear is always difficult to find at the right price, so I am happy now I have my amp...ÿ

ÿ

Given the circumstances I would still threaten them. Cowboys.

ÿ

JoelSim:

skelk:

Hi guys, very interesting comments.ÿ I am not sure what my options would be in this scenario since my contract was purely verbal (exceptional-av seem to make a point of not actually sending any emails to state that they have processed your order, nor do they confirm dispatch.ÿ The only emails I got were the automatic email to confirm my web order and a one liner to say he was going to 'do it now').ÿ It was this lack of communication that led me to confirm over the phone when I was re-assured everything was in hand.ÿ

in terms of redress?ÿ Well - I don't think I have any options since I ended up downgrading my order to the onkyo 876.ÿ Funnily enough, at the time I placed my orignal order, I recommended a friend buy this very amp from hifix.co.uk.ÿ He got his the very next day and for £100 cheaper than my final price of £699.ÿ Albeit - mine is black and his silver.ÿ Black seems to be very popular.ÿ Why didn't I go to hifix?ÿ well - I wanted black and they didn't have it so they didn't offer it for sale...ÿ That is a good idea isn't it?ÿ Only sell things you actually have.ÿ

ÿAnyway - good news.ÿ Exceptional-av delivered my onkyo 876 today and it is already sitting up on my shelf having been configured in a mad frenzied approach - cables everywhere....ÿ Sounds fab!!!!ÿ What a great little amp this is!ÿ Not what I originally decided, but this isn't that different from the TX -NR906 that I really wanted (yunno - the flagship model....ÿ tears on my pillow).ÿ I am just going to keep telling myself that the 876 is just as good....ÿ hehe.

It is very interesting to hear I am not the only one who has been poorly treated by them.ÿ If they are this good at selling, then I just hope my unit stays healthy - I don't fancy going back to get any help.ÿ

If this has put anyone off from dealing with them then that would hopefully serve as a lesson to them and they will pull their socks up.ÿ At the end of the day AV gear is always difficult to find at the right price, so I am happy now I have my amp...ÿ

ÿ

Given the circumstances I would still threaten them. Cowboys.

ÿ

N.B. I have made many commendations for good value/service on this website, but in my view those who 'sell' are far different to those who 'service'.

ÿ

ÿ

JoelSim:

skelk:

Hi guys, very interesting comments.ÿ I am not sure what my options would be in this scenario since my contract was purely verbal (exceptional-av seem to make a point of not actually sending any emails to state that they have processed your order, nor do they confirm dispatch.ÿ The only emails I got were the automatic email to confirm my web order and a one liner to say he was going to 'do it now').ÿ It was this lack of communication that led me to confirm over the phone when I was re-assured everything was in hand.ÿ

in terms of redress?ÿ Well - I don't think I have any options since I ended up downgrading my order to the onkyo 876.ÿ Funnily enough, at the time I placed my orignal order, I recommended a friend buy this very amp from hifix.co.uk.ÿ He got his the very next day and for £100 cheaper than my final price of £699.ÿ Albeit - mine is black and his silver.ÿ Black seems to be very popular.ÿ Why didn't I go to hifix?ÿ well - I wanted black and they didn't have it so they didn't offer it for sale...ÿ That is a good idea isn't it?ÿ Only sell things you actually have.ÿ

ÿAnyway - good news.ÿ Exceptional-av delivered my onkyo 876 today and it is already sitting up on my shelf having been configured in a mad frenzied approach - cables everywhere....ÿ Sounds fab!!!!ÿ What a great little amp this is!ÿ Not what I originally decided, but this isn't that different from the TX -NR906 that I really wanted (yunno - the flagship model....ÿ tears on my pillow).ÿ I am just going to keep telling myself that the 876 is just as good....ÿ hehe.

It is very interesting to hear I am not the only one who has been poorly treated by them.ÿ If they are this good at selling, then I just hope my unit stays healthy - I don't fancy going back to get any help.ÿ

If this has put anyone off from dealing with them then that would hopefully serve as a lesson to them and they will pull their socks up.ÿ At the end of the day AV gear is always difficult to find at the right price, so I am happy now I have my amp...ÿ

ÿ

Given the circumstances I would still threaten them. Cowboys.

ÿ

N.B. I have made many commendations for good value/service on this website, but in my view those who 'sell' are far different to those who 'service'.

ÿ

ÿ

UPDATE!  This is now resolved and I had a very pleasant call from the
MD of exceptional-av apologising for this.  I can now vouch for them
and I guess this was an isolated experience after all.  All I can say
is that this was exceptionally professional of him especially since he
had nothing to gain other than my future custom.  Bravo!

skelk:

UPDATE!  This is now resolved and I had a very pleasant call from the
MD of exceptional-av apologising for this.  I can now vouch for them
and I guess this was an isolated experience after all.  All I can say
is that this was exceptionally professional of him especially since he
had nothing to gain other than my future custom.  Bravo!

That's good - although, of course, he may have been considering bad publicity on this forum as something to avoid!  

margetti:

I've refrained from adding to this post, but I must now - this is in not necessarily an isolated incident as I had the same experience back in December.

Glad you got it sorted though - that's the main thing. I guess the MD was on holiday when I emailed him direct at the time of my own woes...

 Well, it is sorted to the degree where I am happy.  He wanted to know what he could do to make me happy and the mere recognition of the problem was enough for me.  I didn't need anything and so couldn't accept any of the things he was offering, so he gave me store credit should I ever need anything in the future.

ElectroMan:

That's good - although, of course, he may have been considering bad publicity on this forum as something to avoid!  

 

 That is very very true, although he didn't ask me to post this outcome (he was probably tempted but thought better of it) and if anything the damage has already been done and this thread serves that purpose.  I posted the outcome since fair is fair, I got it off my chest and felt better about it and I was very clear not to exaggerate the issue and keep it true.  With that in mind, it was only right I post about my outcome which was spot on.  He probably is kicking ass right now, it is his business on the line and he was very upset it had happened.  He did sound very genuine about that.  All in, a top result.

I think I would now think very carefully about whether I would be willing to order off this site in the future. IMO we now need some success stories from the site.

Haven't commented so far, but since you asked for success stories, purchased my Onkyo 905 from them on a whim last year (it was heavily reduced and I thought why not?!) - it arrived next day, no hassle.

Love it too

Thats great. Hopefully the problem discussed on this post was an isolated incident and as the poster says it all worked out int he end and he would use again.