Very dissapointed

HoneyBadger said:
Not aimed at you, but more at OCUK.

No excuses. It’s 2025. You do not turn off phone lines. It annoys people and doesn’t paint you in a good light. This is something that shouldnt need to be explained, or excused by yourselves.

If customers are chasing for updates, that’s because you’re not providing them, or not providing them with a means to check themselves. All easily solvable and what your competitors offer. I hate the term “smarter not harder” but it would genuinely seem to apply here. You need a complete website/erp/crm overhaul and modernisation.

Reading the accounts filings for OCUK makes for interesting reading, and it does mention a new ERP and issues it’s had with it. You sell bleeding edge tech, reinforce it with bleeding edge systems and services, OCUK is not investing enough back in itself.

Fair play though to you personally for replying on this thread and offering to help but as you yourself say, you’re not even in that dept. It gives the impression that senior management are somewhat disconnected or not interested on the ‘shop floor’ - and that is not a way to sustain a business.
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Appreciate your views and honesty @HoneyBadger .

I am in fact senior management, and I can assure you we personally read every Trustpilot review, and any comments that are brought to our attention on social, forums and discord, and try our very best to improve our internal systems and processes each time.

To be as transparent as I can with you, the number of orders we've taken and shipped these past few months has increased exponentially. In preparation for this, we already have a new ERP, as you pointed out, and also introduce a new WMS this year too. Both of these things, together with increasing the workforce, drastically increased the number of orders we can ship out of the door. However, even with these things there were inevitably going to be challenges still:-

1.) Number of orders coming in still exceeded the numbers we could ship. We updated website messaging so we weren't promising next day, but customers were still disappointed by this.
2.) Teething issues with the WMS meant some orders fell through the cracks and missed SLAs. However, we were quick to spot and react to issues and complaints as we saw them.
3.) Courier networks were overloaded. I've experienced this personally myself, with Royal Mail and DPD delivering orders days after retailers promised me, and some other couriers over a week later.

The three factors above then mean our customer service teams are overwhelmed with requests they wouldn't normally have to deal with, which is compounded further by people inevitably chasing and ringing about those enquiries, which we then found in most cases the enquiry had resolved itself by the time the team had gotten to it but still had to spend the time investigating, delaying them from responding to the next customers.

When we look at the statistics, we see that whilst there are complaints like the ones highlighted in this thread, overall the number of successful orders and positive experiences is high and the number of complaints is relatively low - however due to the factors mentioned above and the incredibly high volumes we've seen has naturally increased the volumes of complaints and negative experiences.

In 2026 we have plans to upgrade the website further, and once that takes place we'll be making additional changes to expedite customer service actions such as cancelling orders and raising returns requests, reducing the strain on the customer service team so they can focus on providing a better experience for customers.

Please do not take this post as me making excuses or deflecting the issue. I just want to give you a level of transparency of the situation from our side, how senior management do care and are invested with what's happening, and how committed we are to addressing it.

I won't make any more responses to this now to avoid a potentially endless back and forth as I appreciate this won't satisfy everyone completely, especially in the case of a negative experience, but I hope this sheds some light and gives some reassurance that we do listen and take action.
 
robj20 said:
Did you record any evidence of it not working? Pay with credit card?
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Yeah I have a video of it playing up, also it was full RGB not purple like it was supposed to be, maybe that just needed setting up, but yes took a 20 - 30 second video of the flickering. And I paid visa debit in full
 
Doric said:
Appreciate your views and honesty @HoneyBadger .

I am in fact senior management, and I can assure you we personally read every Trustpilot review, and any comments that are brought to our attention on social, forums and discord, and try our very best to improve our internal systems and processes each time.

To be as transparent as I can with you, the number of orders we've taken and shipped these past few months has increased exponentially. In preparation for this, we already have a new ERP, as you pointed out, and also introduce a new WMS this year too. Both of these things, together with increasing the workforce, drastically increased the number of orders we can ship out of the door. However, even with these things there were inevitably going to be challenges still:-

1.) Number of orders coming in still exceeded the numbers we could ship. We updated website messaging so we weren't promising next day, but customers were still disappointed by this.
2.) Teething issues with the WMS meant some orders fell through the cracks and missed SLAs. However, we were quick to spot and react to issues and complaints as we saw them.
3.) Courier networks were overloaded. I've experienced this personally myself, with Royal Mail and DPD delivering orders days after retailers promised me, and some other couriers over a week later.

The three factors above then mean our customer service teams are overwhelmed with requests they wouldn't normally have to deal with, which is compounded further by people inevitably chasing and ringing about those enquiries, which we then found in most cases the enquiry had resolved itself by the time the team had gotten to it but still had to spend the time investigating, delaying them from responding to the next customers.

When we look at the statistics, we see that whilst there are complaints like the ones highlighted in this thread, overall the number of successful orders and positive experiences is high and the number of complaints is relatively low - however due to the factors mentioned above and the incredibly high volumes we've seen has naturally increased the volumes of complaints and negative experiences.

In 2026 we have plans to upgrade the website further, and once that takes place we'll be making additional changes to expedite customer service actions such as cancelling orders and raising returns requests, reducing the strain on the customer service team so they can focus on providing a better experience for customers.

Please do not take this post as me making excuses or deflecting the issue. I just want to give you a level of transparency of the situation from our side, how senior management do care and are invested with what's happening, and how committed we are to addressing it.

I won't make any more responses to this now to avoid a potentially endless back and forth as I appreciate this won't satisfy everyone completely, especially in the case of a negative experience, but I hope this sheds some light and gives some reassurance that we do listen and take action.
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my PC was a day late to be fair, but that in itself didn't really bother me. Just the part where it didn't work that is what bothered me haha! All I want to know from someone is will I get a full refund, even if they don't find fault? Even though on my end there was one.
 
Doric said:
Appreciate your views and honesty @HoneyBadger .

I am in fact senior management, and I can assure you we personally read every Trustpilot review, and any comments that are brought to our attention on social, forums and discord, and try our very best to improve our internal systems and processes each time.

To be as transparent as I can with you, the number of orders we've taken and shipped these past few months has increased exponentially. In preparation for this, we already have a new ERP, as you pointed out, and also introduce a new WMS this year too. Both of these things, together with increasing the workforce, drastically increased the number of orders we can ship out of the door. However, even with these things there were inevitably going to be challenges still:-

1.) Number of orders coming in still exceeded the numbers we could ship. We updated website messaging so we weren't promising next day, but customers were still disappointed by this.
2.) Teething issues with the WMS meant some orders fell through the cracks and missed SLAs. However, we were quick to spot and react to issues and complaints as we saw them.
3.) Courier networks were overloaded. I've experienced this personally myself, with Royal Mail and DPD delivering orders days after retailers promised me, and some other couriers over a week later.

The three factors above then mean our customer service teams are overwhelmed with requests they wouldn't normally have to deal with, which is compounded further by people inevitably chasing and ringing about those enquiries, which we then found in most cases the enquiry had resolved itself by the time the team had gotten to it but still had to spend the time investigating, delaying them from responding to the next customers.

When we look at the statistics, we see that whilst there are complaints like the ones highlighted in this thread, overall the number of successful orders and positive experiences is high and the number of complaints is relatively low - however due to the factors mentioned above and the incredibly high volumes we've seen has naturally increased the volumes of complaints and negative experiences.

In 2026 we have plans to upgrade the website further, and once that takes place we'll be making additional changes to expedite customer service actions such as cancelling orders and raising returns requests, reducing the strain on the customer service team so they can focus on providing a better experience for customers.

Please do not take this post as me making excuses or deflecting the issue. I just want to give you a level of transparency of the situation from our side, how senior management do care and are invested with what's happening, and how committed we are to addressing it.

I won't make any more responses to this now to avoid a potentially endless back and forth as I appreciate this won't satisfy everyone completely, especially in the case of a negative experience, but I hope this sheds some light and gives some reassurance that we do listen and take action.
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I appreciate your in-depth reply, thank you. I absolutely do not wish this to be a back and fourth, so this will also be my final reply too.

I’m glad to hear that you’re listening and most importantly, planning. As I said before, the website is massively behind the curve so future upgrades sounds good.OCUK, at least from my perspective has struggled over the past couple of years (Bad implementation of pre-orders, various GPU launches to the point where the website fails completely). I get it, extreme traffic, one off peaks, exponential demand but you should be ready, this is not your first rodeo.

Still, based on what you said it sounds like steps are being taken, so time will tell. Rome wasn’t built in a day, etc.

I still believe the closing of the phone lines was/is a moronic decision and should be reviewed in the future.

Thanks for the reply, appreciate your honesty and transparency, if I come across as hating, it isn’t my intent at all - I’ve used you for circa 20+ years and will continue to do so when it suits me, all I ask is that you put me in a position whereby it suits me.

Merry Christmas!
 
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Doric said:
3.) Courier networks were overloaded. I've experienced this personally myself, with Royal Mail and DPD delivering orders days after retailers promised me, and some other couriers over a week later.
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It has gone a bit crazy this year and personally I'm not sure why - where I work in distribution has been dealing with between 2.5x and 3.5x the workload over the Black Friday period and into retail peak trading compared to the average the last 5 years. It isn't like the deals have been that good.

EDIT: Also I'm not sure why but there has been a huge resistance and reluctance to hiring more people to cover it which is just burning out good people, I'm really not sure what is going on currently and part of something I've been alluding to in my posts in the employment sub-section of the forum which is causing massive issues where I work.
 
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I had a long reply I never sent by mistake.

OcUK needs to 100% focus on the experience when something goes wrong.

Taking an order and fulfilling it is the basics. Any positive review because you did that is worthless.

Invest first is an operating model that ensures best support when things go wrong with DoA or lost in post.

People won’t mind waiting a day or two longer is they know they will be looked after.

Fix the post sale mess before trying to take more orders with the original SLA.
 
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Skynet5 said:
I had a long reply I never sent by mistake.

OcUK needs to 100% focus on the experience when something goes wrong.

Taking an order and fulfilling it is the basics. Any positive review because you did that is worthless.

Invest first is an operating model that ensures best support when things go wrong with DoA or lost in post.

People won’t mind waiting a day or two longer is they know they will be looked after.

Fix the post sale mess before trying to take more orders with the original SLA.
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Right, I can't help but think there must be more to it. Not to say that the posts in this thread have not been good, but I'm surprised if this is the genuine approach from senior management. If you take on too many orders that you can't service your customers in a (by your own standards) satisfactory way, you should manage your inflow until it is resolved. Closing phone lines that are only needed if people have a problem gives the impression that - regardless of the reasons - when resources get tight, customers with problems are a lower priority than prospective ones.
 
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