I got my goods a couple of weeks ago but have continued to receive confusing e-mails from Remains of the Games ... today's seemed worthy of reproducing verbatim - see below.
I especially liked the reassurance that they TWO people on the case!
[It was sent using the MailChimp e-mail broadcast software ... looks like the Chimp did it himself
]
Rob
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REMAINS OF THE GAMES
COLLECTIONS The UK
Most products are now in both of our Collection Centres. +++
COMMON SENSE
We DO need to minimise congestion [ e.g. 500 people arriving in one morning !!] - see below
TILBURY
This is half the size of Nottingham.
The centre is for collection only and is easier to manage.
You do not need to wait for an email BUT we still need to try and manage the customer flow.
We would appreciate visits in alphabetical batches.
This is not mandatory but it will help.
Customers with the surname initials
"A" to "J" particularly welcome between 10th - 16th November
"K" to "R" 17th - 23rd
"S" to "Z" anytime after the 24th
NOTTINGHAM - WAIT FOR AN INVITATION EMAIL
Please allow the Nottm Centre to contact you by email. We need to manage the flow of customers.
emails are constantly being sent out as soon as stock becomes available from London.
If you haven't had an email by Wednesday 14th lunchtime then contact us at "queries@remainsofthegames.co.uk" and attach your Paypal receipt and contact telephone number.
You may have been missed or there may be a problem.
IN EITHER CASE YOU WILL BE CONTACTED WITHIN 48 HOURS
It will help us deal with any problems in advance of your arrival.
IF YOU HAVE ALREADY BOOKED A VAN PLEASE TELL US IN ADVANCE OF ARRIVAL go to
http://www.remainsofthegames.co.uk/traders/enquiry TELL US ASAP AND WE WILL ACCOMMODATE OF COURSE
Q & A
Q: I am fed up with waiting and being fobbed off by emails - I want my goods now !
A: We want the same - please help us help you . We want only to serve you professionally and now have the opportunity to do so.
Stock availability has been the big issue. Most orders are for several products and of course we cannot send your order until we have all the product with us. The Viillage is STILL "Bumping out" will not wind down for a couple of weeks!
Q: I haven't got an email from will I ever get my goods?
A: We have over half a million products so their must be a reason . Send your paypal receipt to "queries@remainsofthegames.co.uk" we will make contact and sort out your collection.
Q: I did this before and nothing happened.
A:Queries will be handled by two highly skilled members of our operational team - NOT A CALL CENTRE!
Q:I want to buy some extra items when I visit - is this possible?
A:At Tilbury this will be possible with pleasure.
Q:I am worried that time is running out and I haven't got my order.
A:There is no time limit.
Q:I have called loads of times and never get a call back.
A:We ARE sorry. Saturation is a fact but NOT an excuse. We hope now that the best customer service is to serve you with what you have bought.
Q:How come after all this time you can't supply some of my items? Why didn't you tell us sooner?
A:Only after we are sure that we have had everything back , can we be sure that certain that some items have been "Lost or removed without our consent!".
Further, we can have on our system for example 800 chairs but only when they have been returned can we see that 50 of them have 3 legs!
Q:What happens if you run out of stock?
A:This WILL HAPPEN as we have been continuously subjected to excess damages and losses.
WE WILL GIVE A REFUND OR A HUGE DISCOUNT ON AN ALTERNATIVE PRODUCT
- see below
WHAT TO EXPECT
Queues - we use a "Live pick" system - goods are assembled as and when you arrive.
Good Service - we will do everything we can to advise and help.
A Welcome - we are really grateful for your custom and respect how patient you have been.
WHAT YOU NEED
Your Paypal Receipt.
A vehicle large enough to take your products.
Strapping to secure your purchase.
ONCE THE GOODS HAVE LEFT OUR CENTRES THEY CANNOT BE RETURNED OR EXCHANGED
A sense of humour and to know that we ARE bothered - Thank you for buying part of the Remains Of The Games.
IF WE CANNOT SUPPLY A PRODUCT
You can get a refund - just send your paypal receipt to "problems@remainsofthegames.co.uk"
OR
Buy upto £1000 of goods at a 25% discount !!!
simply use the coupon in the checkout and put in "REPLACE25"
It isn't our fault that items haven't been returned from the sites or the village but we want to
try and end this marathon on a good note and let you have some Remains Of The Games.
UK DELIVERY QUOTATIONS
We have now sent out all of the quotations for delivery.
There are still 600 quotes which need completion. These will be done by 5pm tomorrow.
If you still haven't received a quote by tomorrow - their must be a reason.
With over 20,000 enquiries we know that certain information may not have been captured.
SEND YOUR PAYPAL RECEIPT TO "queries@remainsofthegames.co.uk" and we will come back to you within a few days.
If you are unhappy with the cost of the quote then please look to find an alternative carrier. Park Logistics are doing their best to the consolidate orders geographically to keep costs to a minimum now we have more stock at our disposal.
ROTG make no profit whatsoever from logistics.
INTERNATIONAL DELIVERY QUOTATIONS
All the overseas details are being handled by two major transport companies. You will be contacted by them directly. We have now managed to
forward to them product weight and dimension details. Please appreciate that most of the products have been returned to us in a different format than originally received and we
have needed to have sight to evaluate properly the new weight and overall footprint.[new dimensions].
If you haven't received your quote by next Wednesday then please urgently send your paypal receipt to "queries@remainsofthegames.co.uk" - thank you.
