It’s not often we rant on here, we usually keep such rants to our personal Facebook pages and amongst friends. However, today I’m sick to the back teeth of the antics of and the lies given to me (and those they have told to the company I placed an order with) by SEUR.
Recently I ordered a photo-print from Fotoprix, nothing major – it was a test I was doing (I have used them in the past and the quality was okay, not exhibition quality but more than okay for everyday printing). That test has turned out to be a fail. Not for Fotoprix, but of SEUR the courier they use. What kind of courier is completely incapable of making a delivery to an easy to find physical address – ask any of our friends who have visited – in a small town like ours?
Lets run through the timeline of this to illustrate what a shambles of a company SEUR is…
23rd August – Order placed
25th August – Shipped
28th August – I was notified that the ‘location was unknown’. We contacted SEUR who said the package did not have a complete address and no phone number was included with the delivery information (Fotoprix said it was addressed as per my order).
Lo que le ha indicado Seur no es correcto, el número estaba indicado,lo que usted no ha indicado si hay algún piso o puerta , solo hay el núermo 5 , que suponemos será una casa. lo estamos reclamando para que vuelvan a enviarlo, si nos facilita un teléfono , también se lo pasaremos.
I re-supplied my address and phone numbers to SEUR and was told it would be sent out again. So you might think now they have numbers for me, and given that there is always someone in the house and my mobile never leaves my side should there be a problem they would call. They didn’t. The package didn’t arrive.
30th August – Marked on the site as delivered (it was not). I contacted Fotoprix. Being fair to Fotoprix, at this point they started from scratch and re-ordered the print.
31st August – I was notified the new order had been passed to SEUR and given the shipping number – 3433664.
1st September – Notified by SEUR that the delivery had failed because, wait for it…
“We need you to suggest a solution. It has not been possible to make delivery because the contact data is missing.”
At which point I sent the Google maps reference with a photo of our house to Fotoprix to pass on. Patience wearing thin by now!
I see three potential problems.
- Some van drivers do not like the tight streets of the village. In which case they phone and we meet at the Ayuntamiento. We have provided phone numbers to them.
- SEUR do not consider it cost effective to come here.
- There is some confusion over our house number. The deeds say #5, the Ayuntaniento say #1, logic would say #7 – which is why we display the number 5 on the mailbox.
SEUR have proven themselves completely incompetent. But I am determined to make sure they deliver this. They are damaging the reputation of your company and will affect detrimentally my potential to place future orders with you.
4th September – At this point it’s clear from the conversation that the Fotoprix rep is getting rather frustrated too…. And assure me that someone from SEUR is going to contact me.
5th September – I get a call from SEUR (after them claiming to Fotoprix they couldn’t reach me). I once again provide the address, my phone numbers, the possible confusion over the door number – which is clearly marked outside as number 5 (surely any half wit could manage to find our street which has been here a couple of hundred years or more and look at the numbers – it’s not rocket science). The woman on the phone says it ‘might be a new driver that’s the problem’. Really? If he can’t find my house he or she is in the wrong bloody job!
6th September – Of course, no delivery or phone calls…. And a message from Fotoprix telling me they will refund the delivery costs and ensure that the order does get to me somehow. Ten out of ten to Fotoprix for that. It’s been very clear through this their support staff have been as frustrated and frankly bemused as I have.
I rather suspect that for whatever reason SEUR have never even been close to here. So if they aren’t going to deliver I’d like to think that the tube in which the print would be packaged in is going to be rammed up the backside of either the lazy good for nothing driver incapable of doing their job or whoever at the distribution centre may have been too incompetent to sort this out.
Would I buy from Fotoprix again, definitely. However I’d be asking for delivery by other means or making sure the order is of sufficient value to make collection from one of their shops or collection points worthwhile. Fotoprix have done everything they possibly could to help, I can’t fault their customer service.
SEUR: Would I place an order with any company who uses them for deliveries. NEVER!
UPDATE! THEY FOUND US….
After months of denying my house exists, #SEUR miraculously found us and delivered this garbage. Do they really believe this acceptable? What an utter disreputable shambles of a company. Cretins! #SEUR @SEUR @SEUR_responde @Fotoprix https://t.co/hPEprx3J9z pic.twitter.com/e12aKTnKLd
— Alan Gandy (@Alan_Gandy) November 17, 2017
We are not alone. Here is just a selection of other people’s experiences with the company.