Subscriber paulmaidment 1 Posted January 6 Subscriber Share Posted January 6 Hello. I'm from the UK. I ordered about £200 worth of ATYCLB merch on 31st October which was pretty mjuch the first day most of it became available. I heard nothing for a number of weeks. BSIMerch proved impossible to contact - their Live Chat was rarely on, they don't answer the phone and did not respond to emails other than standard replies several days later. I eventually was told (via Live Chat) that some items were out of stock but were due in 'early Dec'. I then heard nothing for a couple more weeks. I was able to have one T-shirt refunded as I had bought it separately (with the ATYCLB box set) but was agin told that the items would be sent out soon. After more emails were ignored I was advised that, in fact, just one item was not available and there couldn't just send what they had. Ridiculous - I would have cancelled that item if I'd known. I did then cancel that item and was told the other goods would be sent out soon. I got an email a week later (on 20 Dec) staying that there package was sent via Royal Mail - no tracking (their choice to save money presumably and I hadn't been given the option to include it). Christmas and New Year came and went - nothing. No replies to 2 more emails and Live Chat not working. Via the warehouse (whom I discovered do put you through to customer services - if you go direct there never answer) I spoke to Stephen on Monday who basically banged on about Royal Mail and that it was on its way. So, finally, I went to my local Royal Mail distribution point and they hadn't got it. Today I got through to Stephen again and asked for my money back - I have received an email saying that will come in 5 days although, to my amusement, they have charged me the postage fee..... Sorry for the long rant. Mistakes happen. COVID makes it hard for companies. Christmas delays things. I would question how the mercy was immediately not available when I ordered it on Day 1. BSIMerch are completely non-customer centric - they do not care. I wanted to spend a lot of money and now I haven't. Does anyone in and around the U2 organisation care as, for new and (like me) long term fans, this is hugely disappointing. Thanks Best, Paul Maidment Quote Link to post Share on other sites
Subscriber peggy 0 Posted January 9 Subscriber Share Posted January 9 On 1/6/2021 at 8:27 AM, paulmaidment said: Hello. I'm from the UK. I ordered about £200 worth of ATYCLB merch on 31st October which was pretty mjuch the first day most of it became available. I heard nothing for a number of weeks. BSIMerch proved impossible to contact - their Live Chat was rarely on, they don't answer the phone and did not respond to emails other than standard replies several days later. I eventually was told (via Live Chat) that some items were out of stock but were due in 'early Dec'. I then heard nothing for a couple more weeks. I was able to have one T-shirt refunded as I had bought it separately (with the ATYCLB box set) but was agin told that the items would be sent out soon. After more emails were ignored I was advised that, in fact, just one item was not available and there couldn't just send what they had. Ridiculous - I would have cancelled that item if I'd known. I did then cancel that item and was told the other goods would be sent out soon. I got an email a week later (on 20 Dec) staying that there package was sent via Royal Mail - no tracking (their choice to save money presumably and I hadn't been given the option to include it). Christmas and New Year came and went - nothing. No replies to 2 more emails and Live Chat not working. Via the warehouse (whom I discovered do put you through to customer services - if you go direct there never answer) I spoke to Stephen on Monday who basically banged on about Royal Mail and that it was on its way. So, finally, I went to my local Royal Mail distribution point and they hadn't got it. Today I got through to Stephen again and asked for my money back - I have received an email saying that will come in 5 days although, to my amusement, they have charged me the postage fee..... Sorry for the long rant. Mistakes happen. COVID makes it hard for companies. Christmas delays things. I would question how the mercy was immediately not available when I ordered it on Day 1. BSIMerch are completely non-customer centric - they do not care. I wanted to spend a lot of money and now I haven't. Does anyone in and around the U2 organisation care as, for new and (like me) long term fans, this is hugely disappointing. Thanks Best, Paul Maidment Quote Link to post Share on other sites
Subscriber peggy 0 Posted January 9 Subscriber Share Posted January 9 I am having the same problem. I made an order as well on October 31st, and I am beyond irritated! I get it, things happen, but their refusal to respond to ANY of my E-mails is what is really putting me over the edge! No excuse to ignore my inquiries. I would rather they at least lie to me and say "sorry, shipping soon", rather then no response at all! Also, where did you find this phone number to call? I would love to have it if you still have it to pass on. Thanks Quote Link to post Share on other sites
Community Manager bigwave 779 Posted January 13 Community Manager Share Posted January 13 On 1/9/2021 at 11:35 PM, peggy said: I am having the same problem. I made an order as well on October 31st, and I am beyond irritated! I get it, things happen, but their refusal to respond to ANY of my E-mails is what is really putting me over the edge! No excuse to ignore my inquiries. I would rather they at least lie to me and say "sorry, shipping soon", rather then no response at all! Also, where did you find this phone number to call? I would love to have it if you still have it to pass on. Thanks sorry to hear of your issues, can you post or PM your order number? thanks Quote Link to post Share on other sites
Subscriber juetu 4 Posted January 14 Subscriber Share Posted January 14 I finally received my order today, also ordered on 30 October- I believe the T-shirt they have sent me is wrong. Trouble is there are no pictures of it now on the shop 😟 I hope you guys get you stuff soon Quote Link to post Share on other sites
Community Moderator mich40 2,580 Posted January 14 Community Moderator Share Posted January 14 5 minutes ago, juetu said: I finally received my order today, also ordered on 30 October- I believe the T-shirt they have sent me is wrong. Trouble is there are no pictures of it now on the shop 😟 I hope you guys get you stuff soon Check your confirmation email you received when you ordered. It’s possible that there may be an image on there. 1 Quote Link to post Share on other sites
Subscriber peggy 0 Posted January 24 Subscriber Share Posted January 24 On 1/13/2021 at 5:54 AM, bigwave said: sorry to hear of your issues, can you post or PM your order number? thanks U2T#7827 Quote Link to post Share on other sites
Subscriber paulmaidment 1 Posted March 24 Author Subscriber Share Posted March 24 Sorry Peggy - I hadn’t received a notification of your message and this is the first time I’ve been back to these pages for a while. I hope you’ve got your order sorted out. If not the number I dialled is +44 (0)19 2649 9490 this is their warehouse and they put me through to their ‘sales people’. The number is on their website so is public domain 1 Quote Link to post Share on other sites
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