Very disappointing experience with BWH.
Thanks for your response
No one tried to call or email as you mentioned before the delivery date, so you may want to review how your staff are handling these situations
My disappointment is not simply about one delayed order. It is about the overall handling of the situation and the lack of customer care shown after more than two years of trading together.
While you state that payment was not received in time, the reality is that throughout our relationship orders have regularly been delivered when payment was made on the day of delivery or shortly beforehand. This established pattern is why we relied on your delivery commitment and planned our stock accordingly.
What is most frustrating is that after being asked to submit a complaint, no meaningful response was provided. Had the matter been addressed promptly and professionally, this review may never have been necessary.
I have posted reviews that reflect my genuine experience as a customer. Customers rely on reviews to understand how suppliers handle problems when they arise, not just when everything goes smoothly.
Unfortunately, being left without stock over a weekend, receiving what I believe to be excuses rather than solutions, and then struggling to get a proper response to a complaint has left me with little confidence in continuing the relationship.
I wish you all the best, but I stand by my review and my experience.
Reply from BWH Drinks
Hi Mohammed,
Thank you for your updated feedback. We are sorry that you feel disappointed with the way this matter has been handled.
We do need to clarify an important point. This account does not operate on an agreed credit facility, and orders are therefore subject to payment being received before goods can be released for delivery. On this occasion, payment was not received in time, despite attempts to contact you by both email and phone.
We fully understand that being without stock over a weekend can cause disruption, and that is not an outcome we want for any customer. However, where an account is not on credit terms, we cannot dispatch goods without cleared payment.
We also note your comment regarding a complaint. We are happy to review the matter properly and respond directly, but we would ask that this is dealt with through the appropriate direct channel so we can look at the account history, communication records, and the specific order details.
BWH has supplied your business for over a year and we are disappointed that this situation has reached this point. We remain willing to discuss the matter directly or you can speak to your account manager.
Publiclly posting poor reviews from multiple accounts does not help.
