Function18 Reviews 3,777

Reply from Function18

Jul 18, 2020

Hi Sammy,

If the shipping cost was higher than you expected then why did you choose to pay it? No one put a gun to your head. Believe it or not, sending a cap to Canada is not overly cost effective and all the margin in said product will have been absorbed by the contribution we've had to make to that shipping. Commercially, should we have sent you the cap, no but would it have been disingenuous not to do so, yes.

If you have an issue with the condition of the cap (and it sounds like you do), that's an entirely different matter and that being the case please send an image of the product to info@function18.com so that we can look into who was responsible for any damage and of course see what we can do to mitigate the issue for you. Despite the appetite to do so being somewhat diminished by a 1 star review, from a customer that hasn't contacted us previously (let's be honest, this is a blatant attempt to jeopardise the future of our business) on a review platform we don't use/support, for a product that we've already lost money on, customer services will still strive to get you a satisfactory outcome.

Regards,

The F18 Team

On a personal note, you were a great player in your day, rotund yes but a bloody good player nonetheless #gritty. Congratulations on finally getting your hands on the Premier League

Reply from Function18

Jul 17, 2020

Hi Munir,

All order confirmations, dispatch notifications and delivery updates are automated as of course is the tracking info . Whilst it's not easy to play this out over a public review site, we'll give it a go! Looking at your email address (and without disclosing it) it would appear to be correct but that's only an assumption, based on your name and prevalent email service providers appearing to be correctly spelt, so perhaps it's worth checking your spam folder, have you not already done so.

We received an order from you, for a TW cap, on Saturday the 11th July, however, being a weekend the earliest this could leave our facility was Monday the 13th, which it duly did. Unfortunatley we were advised this morning by Global-e (our international shipping handler) that some of the packages sent to them on Monday have been delayed (contrary to our tracking to them, which all have signatures I might add), so that's something we're trying to get more info on, as we speak. Anyway under normal circustances we'd expect the outbound tracking on your individual parcel (copied below) to update later in the day, so let's hope that's the case;

https://www.dhl.com/content/g0/en/express/tracking.shtml?AWB=5258131373&brand=DHL

Thanks for your order Munir and we hope the matter is resolved later today.

For any further queries/updates we'd encouarge you to conatct our customer service dept. directly at info@function18.com

Kind regards,

The F18 team

Hi Munir,

Just an update on your pacel, should you not have tracked it; it's arrived in Malaysia this morning (17th July) and looks to have cleared customs, however is now showing a status of 'shipment on hold'. We thought that would be valuable knowledge in case DHL have been trying to contact you. It might be worth checking on that status in the next couple of hours and if it doesn't update either contact them directly or ourselves.

Regards,

The F18 team

Reply from Function18

Jun 10, 2020

Hi Charlie,

Would you mind indulging me with the email address you've been writing to? I find it incredulous that one of my collegues has chosen to ignore you once, let alone three times.

In the meantime I'll track your order and try to find out what's happened to the delivery.

Hi again Charlie,

Having just tracked your order, it suggests that there's been no update since the 29th of April . Despite the Covid-19 related delays, this strongly suggests that your bag has been lost. We will raise a search on Tuesday (bank holiday Monday approaching, unfortunately) and try to get some further information but at this stage it doesn't look promising.

Apologies for the inconvenience Charlie, this clearly hasn't gone well. As for ignoring your emails, that hasn't happened (I'll happily fall on my sword should your allegations be proven correct, happily!!). Although I'm not sure how we prove, on this forum something that hasn't happened, (quite the conundrum). I'd imagine you've been contacting Global-e rather than ourselves and if that is the case, then rest assured they'll be on the receiving end of an angry, sleep deprived rant and potentially extreme profanity!! I'll keep you posted and possibly do that via email rather than play this out in the public domain.

PS It appears that I have a few followers on this poorly administrated forum and to those of you reading, I can only apologise for having nothing amusing to say! Sad times.

Hi Charlie,

The email response you're referring to will be Global-e's automated response; I've logged a two-fold complaint with them , a) to get some info from the courier as to the whereabouts of your bag and b) to find out if a human has actually responded to you. We have a similar issue with another customer and Global-e did manage to get some visuals of their reply, however that reply did not get through, which points to their perhaps being an issue with some of their outbound emails. I hope to have an answer for you today.

Hi Charlie,

Your tracking has updated and confirmed that the bag was being held by US Customs and is now in transit, looking like it will be with you today or tomorrow.

It has highlighted a bit of a loophole in our rulebase for couriers, in light of this we've amended the configuration of our courier options. The tracked service was configured to value (not weight), and was available for goods upto 20 KGS, this has now been lowered to 3 KGS, so golf bags will no longer be able to ship on the the slower, cheaper, open to being held by customs 'Tracked' service. Previously we had set the threshold against value and as Golf Bags are a relatively high value purchase, they invariably would never avail the 'Tracked' service, yours just slipped the net, being a sale item and which took it under that threshold. So at least there's something positive we can take out of this saga.

The customer service team will be in touch to relay the above and for now the DNR that you've kindly signed will be put in abeyance.

Regards,

The F18 team

Reply from Function18

Jul 30, 2019

Hi Gernot,

I think any further apologies on this would be over egging the pudding; very little to add to your review really, sheer unadulterated incompetence from 2 members of staff, that have wasted a lot of time for yourself and the Customer Service team. How they have compounded their initial error is pretty much unfathomable but in simple terms, they weren't able to follow instruction. There was actually some confusion over 2 different patterend Nike shirts and in error, they loaded the wrong one (yours) back on to the site and it sold and was shipped almost immediately - all incidental, very poor & highly frustrating given that on the part of Customer Service, everything had been put in place to correct the warehouse's initial error. I think 2 stars is overly generous.

Regards,

The F18 team

Reply from Function18

Jul 30, 2019

Hello Wiggy,

First and foremost sincere apologies for the mis-pick, they do happen from time to time and whilst it's frustrating, they're quite easy to rectify. As we run a live stock system these errors need dealing with and as rapidly as possible, as the pair that you've been sent (in error) will still be available on the website and when they sell we won't be able to ship them, leaving us with two disgruntled customers; so to ignore you is clearly not in our interests. We will immediately try to find out why your communications have not got to us (which is the only explanation here), in the meantime could you provide us with a convenient phone number so that we can discuss the matter with you OR alternatively send an email to info@function18.com OR call us on 01254 814426. There is a prepaid label which you can print off from the website to return the shoes, which you may or may not have used at this point, however if we can speak with you, we can suggest another couple of options but they will be determined by the action you want us to take.

Still slightly baffled by how this has come to pass but we will address it and resolve the matter today.

Regards,

The F18 team

To follow up, we didn't mis-pick the item, we sent exactly what was forwarded to us by Amazon; it transpires that their listing was incorrect (wrong UPC applied) and pulled in a different product to what was ordered on the Amazon platform. There were subsequent similar issues, so we took the decision to end our relationship with Amazon and no longer use their platform.

Reply from Function18

Jul 9, 2018

Hi Brian,

You paid for 'Next Working Day' delivery after the 4pm cut off on Thursday evening; so the next working day delivery as scheduled (and displayed at checkout, next to the £1.95 charge) was today, Monday. So we've shipped you an order, paying for a next day courier service, at the cost of £5.92 to us. You, through no fault of ours, are now refusing that delivery, so the net cost to us will be £3.97. So which party should feel hardest done to? The culpability lies very much with you Brian and it's very difficult in any job to deal with someone who argues that black is white. Having listened in to the conversation you had with John in customer service we are extremely impressed/satisfied with how he dealt with you; On a personal note, I certainly couldn't have remained as calm and patient.

We too would welcome rip off Britain's thoughts on the matter but would recommend that you approach them with a slightly better thought out and punctuated argument, as we wouldn't want your slipshod approach to complaining to starve this incident of any airtime.

Loose regards,

Andy

Reply from Function18

Jun 21, 2018

Hi John,

We're looking into why your package is delayed; your email to customer services today was the first contact we've had, so we were unaware of the problem until that point. As you correctly point out, your order placed on Sunday the 27th did not ship as usual on Monday the 28th due to it being a UK Bank Holiday and the couriers do not collect on public holidays; as a result your parcel left the warehouse on the afternoon of Tuesday the 29th. Having looked at the tracking it is a certainty that the goods are being held by US Customs. Having arrived in Amsterdam for processing on the 4th June, it was last tracked on the 5th June as it departed for the States. The package will have arrived in the US on the 6th and been held since then. Customs can hold goods (for no reason) for up to 14 days - this is the drawback of the ‘free’ shipping service that we offer; a service that has been removed from all other territories than the US but due to customer demand and the fact that USPS are the final courier (they offer a good service) we've kept the service live, as it is an acceptable, cost efficient option for smaller baskets - higher value baskets, over $200 are upgraded to free express shippng. However, there is a small chance that customs will intervene and delay the package, hence why we quote 11-13 working days for delivery. We will get back to you with an update but the likelihood is that until US Customs release the package that the tracking will not update. There is nothing 'palmed off', we pay Global-e to handle all of our overseas shipments, as you would pay any courier or broker and we aren't aware that we've lied at any stage of the process (however if you have any evidence that a member of staff has purposely misled you, then please furnish us with that information and they will be summarily dismissed); we're a little bit too busy to adopt a strategy of telling lies (be that active or passive), so as a rule we opt for the path of least resistance and operate with full transparency. We are of course extremely aggravated by your discontent at the shipping service and it re-ignites the argument of whether the free ‘tracked post’ service that we offer, is in fact worth bothering with; if 5 parcels out of 100 get held up then that’s 5 angry customers and as I’ve mentioned we prefer an easy ride, so zero angry customers would definitely be a more desirable ratio and your experience is definitely adding fuel to that fire.

Regards,

The F18 team

Hi John,

As per the email we've sent from customer services, the tracking has updated this morning; USPS now have the pachage and it will be delivered shortly. The goods have been sat with Customs and we can only apologise for the delay that has caused. For anyone reading this thread we would advise not to use the free tracked service if you have any urgent requirement for your goods and it's worth bearing in mind that anything over $200 is upgraded to an express service, free of charge.

Regards,

The F18 team