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Hannants order issues


Karl737
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Hello everyone,

 

I placed an order on Hannants, website beginning of November. Just before that, I updated my new address here in France.

The address stated on the order overview on Hannants' website is correct. But somehow they mixed up the street of my new address with the town of my previous address in Belgium when sending the information to DPD. No need to say that the parcel is now lost somewhere between Mars and Venus ...

 

In the meantime, I tried several times to contact Hannants by email (as they are not picking up the phone anymore). Of course, none of my emails have been answered. What a poor show!

 

I fully understand the actual circumstances and the difficult times we are passing through but customer satisfaction should stay any business' main goal. Obviously not at Hannants.

 

Is there anyone in the same (or similar) situation as I am right now?

If someone's from Hannants sees this post, please contact me.

 

Thanks for reading.
Karl

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In my experience, they will replace your order!

 

My gut instinct says that they are trying to trace the existing order first but being as we are two weeks into a four week lockdown, I assume that there will be a delay in responding!

 

 

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I recently had an order in with Hannants where I was going to collect it, but by mistake a delivery address was on the order. Had a phone call  the next morning wanting to clarify where it was going and the order was fully refunded and charged again as a click and collect order. I must admit that I have never had an issue with Hannants and I am surprised they have not answered an email. When I went to pick up it was beginning of September and they still said they were very busy trying to catch up. 

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It's appalling that they haven't replied in over two weeks. Even given the current virus situation, that is more than long enough for any company to react to any given query. Also, it might be worth asking why your new address was "tampered with" in this way. Assuming that the address should have been automatically updated by Hannant's operating software, the partial inclusion of some of your previous address suggests there might have been some human intervention involved in this mistake. We all make mistakes, but this is a major one. 

 

All in all, the big H have some uncomfortable questions to answer here. 

 

Chris.  

Edited by spruecutter96
Correcting a typo.
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Things are getting back in place. I finally had an answer to my email.

Something went wrong with the shipping company, the parcel is now in its way to France.

 

Good news and hope for the best 🙂

 

Be safe.
Karl

 

 

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On 11/17/2020 at 12:01 PM, spruecutter96 said:

the partial inclusion of some of your previous address suggests there might have been some human intervention involved in this mistake.

 "never attribute to malice that which is adequately explained by stupidity"

 

 

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  • 1 month later...

I am wondering if I can get some feedback/help with an order I placed with Hannants on Monday, 17th January, 2021 and paid that day via Paypal. The Paypal transaction cleared through my bank on the 19th January. The order status from their web site says "Order Being Packed 17/01/2021". All the items appear to be in stock. When I attempt to contact them via the "E-mail Us" button on their web site a window appears asking me to "Add an account to Mail, Calendar and People to access your email, calendar events and contacts" and when I did this via the "other account" option it wanted my e-mail address and my password so I did not proceed. I live in the US so it is an International Order.

 

Could it be that the "Order being packed" status is inaccurate and needs to be updated?

 

Why do I have to go through this second window asking for e-mail information when they already know my e-mail address?

 

Is any delay/hold up due to the virus?

 

Any help/feedback would be appreciated.

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7 minutes ago, Billy54 said:

When I attempt to contact them via the "E-mail Us" button on their web site a window appears asking me to "Add an account to Mail, Calendar and People to access your email, calendar events and contacts" and when I did this via the "other account" option it wanted my e-mail address and my password so I did not proceed.

 

I just tried this to test it. I think that what you're seeing is a Windows 10 screen for login to an email account, not Hannants. The best way to track your order is via 'your account' and 'your order history'. If you need to email them, just do it in the normal way, outside their website, inside your normal email account.

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42 minutes ago, KevinK said:

 

I just tried this to test it. I think that what you're seeing is a Windows 10 screen for login to an email account, not Hannants. The best way to track your order is via 'your account' and 'your order history'. If you need to email them, just do it in the normal way, outside their website, inside your normal email account.

 

Thank you, I understand what you are saying about the Windows 10 screen. I am going to my order history and that is where I'm seeing "Order Being Packed 17/01/2021".(which is what prompted my message here) I don't see an e-mail address anywhere on the web site,, is it there and I'm just don't realize it? Do you or anyone else know their e-mail address?  

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It seems any concerns I had about my order were premature and unfounded because I received an e-mail this morning informing that my order has been shipped.  I am still scratching my head a little at the result of clicking the "E-mail Us" button from the website.

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38 minutes ago, Billy54 said:

It seems any concerns I had about my order were premature and unfounded because I received an e-mail this morning informing that my order has been shipped.  I am still scratching my head a little at the result of clicking the "E-mail Us" button from the website.

As mentioned earlier this is a feature of Windows. If you click an e-mail button on your website the browser will attempt to load the default mail app on your device. I use Thunderbird as a mail app but ms-edge defaults to outlook and asks me to sign it to a non-existant account.

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  • 4 months later...

Any update on when the Checkout will be open again? It's been locked for 24 hours now.

I know it's to manage order levels but it's a bit frustrating. 

 

Der

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On 6/17/2021 at 9:24 AM, Dermo245 said:

Any update on when the Checkout will be open again? It's been locked for 24 hours now.

I know it's to manage order levels but it's a bit frustrating. 

 

Der

 

All now sorted thanks to the very helpful Kim in Hannants - the fault was all my side (Homer Simpson D'Oh award on its way to me)

 

Keep up the good work big H.

 

Cheers,

Dermot

 

 

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I must admit I have nothing but positive words for Hannants of late. I have placed way too many orders with them over the last couple of months, including one which I suspected would be packed and shipped whilst I was away over the late may bank holiday. Everything (bar one little slip) has shipped without a hitch, and arrived on time. I've made a slip with an order, and had to send something back (within the UK distance selling regs - so eligible for refund) and money was refunded very quickly indeed (within 2 or 3 days in-fact!)

 

So the order noted above over the bank holiday, I asked them to delay shipping until the following week, due to not being in to receive it. They agreed to this without any problem, sadly someone in shipping then sent out a parcel to me that contained a Special Hobby Whirlwind. Not my item! But with my delivery note attached to it! Ooops...... All credit to Hannants, as soon as they were notified of the problem, they arranged collection of the item for the following week by Parcelforce, so I didn't have to arrange shipping, and my correct parcel was delivered correctly as previously arranged.

Edited by treker_ed
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  • 1 month later...

I tried to place an order last night.  It was going very slowly, a few clicks then to checkout but it thinks I have ordered eight of the kit.  Total was corrected.  Back to shopping and select another kit.  Checkout, now it thinks I want three of each kit.  I give up.  I guess my stash really is too big already.  

Edited by dcrfan
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I’ve had no problems with ordering from them, the last one was last week. All items correct and delivered within one / two days of ordering.

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  • 3 weeks later...

I only started using Hannants backorder system very recently, but my first experience of it has put me right off. Don't think I will be ordering using the backorder set-up again. 

 

Chris. 

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