Smart madness vs wellsmart uk

[foyfarlow]

just wanted to say im very pleased with smart madness, there customer service is exellent. so far ive purchased 2 items and they have always responded to my emails and calls very professionally. unlike wellsmart that still has to respond from my numerous emails.

maybe im just unlucky but id avoid wellsmart if your in the states
just my 2cents =)

[andrewd]

wellsmart also hasn't responded to my emails either, but i have purchased many items from them and being in australia we get them TAX FREE unlike if i use the online us stores... strange...

also the delivery time from wellsmart has been very good, i got my order in just a few days!!

i did have an incorrect item sent, anyway 1 week later they resent the correct item, and i got to keep the incorrect item...

been very happy with wellsmart, but yes i agree on the emails thing

[Evilution]

I can tell you why, they have the same problem as me....timewasters.
It's very easy to send an email saying you are interested in something but 95% of the time nothing comes of it, especially from overseas.
I spend hours every day answering direct emails with as much detail as I can (despite 95% of the answers can already be found on my site) simply because I can afford to waste my time doing that. Wellsmart can't.
They aren't a massive company, they don't have loads of people to respond to emails.
They are there to make money like a business should.

If you seriously want to buy something from Wellsmart, go to their shop and just buy it. If you buy something, you will get it.

[bcope01]

I will always buy from a vendor that takes the time to answer my questions about their products before one that doesn't.

[SunDiego]

Originally Posted by Evilution

I can tell you why, they have the same problem as me....timewasters.
It's very easy to send an email saying you are interested in something but 95% of the time nothing comes of it, especially from overseas.
I spend hours every day answering direct emails with as much detail as I can (despite 95% of the answers can already be found on my site) simply because I can afford to waste my time doing that. Wellsmart can't.
They aren't a massive company, they don't have loads of people to respond to emails.
They are there to make money like a business should.

If you seriously want to buy something from Wellsmart, go to their shop and just buy it. If you buy something, you will get it.

Sorry, but I disagree with you. Replying to an email who is interested in a product, ISN'T "time wasting". It's called customer service and it's part of owning a business. I'm not going to order from someone who can't take 30 seconds to answer a question.

[dingos]

I'm gonna have to agree with that! I own my own business and nearly 70% of all my call's are job's bigger than what I do. I'm in the paintless dent repair business not the collission industry. It's the cost of doing business.

I tried to order some products from Smart' r us. I did exactley what ya said and just ordered directly off the website, order number and all three months' later I get an email (after I had placed the 10.00 and 15.00 call ) asking me if I still wanted the order, told them yes I did. Two week's go by and no charge on the Credit card, so I called again to let them no to just cancel it since I had gotten no response from my email's. Customer service SUCKED. I'm glad business across the pond can do customer's like that. Wish I could sometimes!!LOL

[foyfarlow]

basicly what happened is i was trying to make a purchase from wellsmart store online they have some secure banking system where you have to put your credit card info in.. well i got a error trying to validate my card. it basicly put a approval for a charge on my card so i called my bank they said no worries it should drop off in 7 days .. which it did so i went to to another vender smart madness and purchased the the item i was looking at from wellsmart. well a few days after buying the part from smart madness i get a email from international parcel saying that my order is due to ship from wellsmart and i check my credit card and low and behold well smart charged me for something im not sure what. and it shipped
i didnt autherise the wellsmart charge being it never confirmed my order just threw back a error. ive been tring to reach wellsmart for 2 weeks trying to get info on it and see what the heck is going on they wont return my emails. so i had my bank dispute the charge and all
just a real headache really .. which could have been easly addressed whith a simple call or email response

[Evilution]

Originally Posted by SunDiego

Sorry, but I disagree with you. Replying to an email who is interested in a product, ISN'T "time wasting". It's called customer service and it's part of owning a business. I'm not going to order from someone who can't take 30 seconds to answer a question.

There is nothing to disagree with.
You are right that replying to a customer who is seriously interested in a product isn't time wasting but if you consider that only about 5% of the people are actually really interested and 95% are just dreamers who seem to think they can get stuff for nearly nothing.

It's very easy to show interest, it only takes an email but it is another thing to actually complete the sale, there always seems to be something stopping them.

For an example:
Someone sent Wellsmart an email asking if they had stock of the Euro lights and how much. That may seem like a fair set of questions but actually it's time wasting for them. Why? Because the info is already there for the people to see but more often than not, people just don't look.

In the Wellsmart shop, on the side bar on the left it states:
Most items supplied from stock.
Because we are in Europe, we don't have problems getting parts.

As for the price, well:
USA Smart Fortwo 451 Amber Indicator Rear Light Conversion

It's there already so in this particular case, the email wasn't necessary.

Now times that by 50 emails a day. It takes 2 - 3 minutes to answer an email. That's a lot of wasted time considering that maybe only 1 of the emails will result in a sale. It costs them less to ignore them.

I am in no way saying this is the truth, just my best guess based on my own experiences. I would imagine that they are far more interested in the people who turn up at their workshop.

I very rarely have to ask questions about anything simply because I know the answer is there somewhere, the time it takes to send an email and get a response, you can find that answer yourself on most occasions.

If there is something on their website that you want to buy, buy it. If you don't want to buy it from them then go somewhere else. There aren't many places I can think of that will happily ship to the USA.

Considering how badly the GBP us doing against the USD I would suggest buying now before it recovers.

[Evilution]

Originally Posted by dingos

I tried to order some products from Smart' r us

You can't compare SRU with Wellsmart, that is a totally different thing.
Even UK residents have problems with SRU, myself for 1.

I would much rather deal with a company that doesn't respond to emails but delivers your stuff than the vice versa situation.

[SmartMadness]

Happy Holidays everyone!

Thank you for thinking of us and thank you for the good PR Foy and the rest. We really appreciate it.

Honestly over the last several months we have grown a bit and we seem to get more and more emails everyday. Between all the PM's off the boards, eBay and our personal emails sometimes even we miss one (no matter how hard we try). I imagine other companies at times have the same issue.

We are working on getting additional staff, but finding someone good that has the same passion and drive for what we do is a bit difficult. We recently lucked out and got a great guy as our tech/installer and now we are interviewing for customer service/sales help. We expect to have someone that will be a great fit in the month ahead. This will help out a lot.

Please keep in mind that the easiest way to get a hold of us is by calling directly. Our number is 562-961-6800 and we are open M-F 10-6PM (pacific). We will be more than happy to take your call and help you out in any way we can (even if you have a question(s) about something you are just thinking about getting). If for some reason you get our voice mail it is only because we are on the phone with another customer or assisting someone in our showroom. So please leave a message and we always call back.

Please keep in mind that we carry the lowest price and full satisfaction guarantee on every product we sell.

Thank you again for all your support!

The Smart Madness Team