Penketh's Reviews 44

Reply from Penketh's

Jun 7, 2012

Hi Shelley,

First of all thanks for taking the time to write the review. It's always wonderful to receive praise from satisfied customers but to make sure we keep improving its really useful to hear both sides of the story.

Please see below some comments with regards to your negatives:

Catalogue and website are not always the same:
With the new site going live in April we've been in a bit of an extended transitional period to provide the best product experience available to office supply customers online. New features such as 'product families' and advanced filters are written/updated manually so some products may be temporarily disabled as they're optimised for the online experience (you may have experienced this on the furniture category). For all other categories, everything from our catalogue should be visible online so if you could send us an email with some examples I'll get back to you on what state they're in.

Product codes are constantly changing:
We're sorry for your frustration at this, part of the website redesign has included a lot of back office changes and one of the mechanisms was the introduction of new product codes for reporting purposes. When you type in the original product codes in the search box some of the results should be returned but we're looking to work with our customers to make sure that there's no fallout with regards to poor navigating based on product code.

One of the ways we've tackled this is through the predictive search mechanism when you're signed in to your account so your shopping list and previously ordered products are easily identifiable.

Product changes and pricing:
We try to be transparent with any changes in products and pricing and your account manager should be able to help with this also. Our focus as a business is to ensure all of our customers receive the best possible value and service, always, so if you feel there is something such as pricing or product alternatives which have changed your costs significantly then talk to us as we want to be sure you receive the value for money we aim to offer.

New website glitches:
Apologies for any glitches you may have noted since the transition to the new site. If you let us know what you've experienced we'll report it and schedule it for fixing asap. Our website is growing all the time and you should notice many subtle changes over the coming years to further improve your browsing, ordering and account management experiences.

Favourites list:
This is one of the niggling issues we have already noted and want to fix quickly. The favourites list has become something which is used by many of our customers to create "cleaning" "food and drink" "workwear" and "furniture" lists when they buy from multiple categories and its importance is something we can't ignore!

Can be slow to respond to enquiries:
Hopefully the other wonderful comments on this website represent the service which our customers receive nearly all of the time. If you can provide an example of when we were slow to react then we'll look into it and provide you with answers as to why and what steps we're taking to be quicker.

Above I've mentioned that if you can provide us with examples we'll look into your points and follow them up. If you send an email to marketing@penkeths.co.uk myself and the team will get back to you as quickly as possible.

I hope I've been able to sufficiently respond to your points above. We're growing, learning and improving all the time and want this response to be a small indication of our desire to listen and ensure the Penketh's experience is an unrivalled one!

Best wishes,
Paul Wright
Marketing Manager