Shebang Technologies is upgrading its online retail website and launching a new stock system after receiving a number of complaints from customers for failing to fulfil orders.
Group CEO Iain Humphrey said sales on the www.affordablemobiles.co.uk website have surged by 360% during the past three months, which caused a stock shortage. This led to a number of customer complaints about delivery delays on Samsung Galaxy S II orders. Some customers have claimed that they are having problems getting money refunded after cancelling deals.
One customer, Daniel Gonzalez, who paid Affordable Mobiles more than £300 for a contract deal on two Samsung Galaxy S II smartphones, told Mobile: ‘Affordable Mobiles seem to offer very aggressive deals, then take people’s money and wait until they are chased before claiming the handsets are out of stock.’
Humphrey (pictured) said the website’s rapid growth in sales, which has seen it sending out up to 500 handsets per day to contract and prepay customers, had resulted in delays for a ‘very small percentage of customers’. Demand had far outstripped forecasts, according to Humphrey, but he added that shoppers were ‘more than happy’ with the service.
He said: ‘Those delays have been dealt with and all outstanding orders fulfilled. However, I apologise wholeheartedly. We want to provide the best customer service in the industry. So to make sure it doesn’t happen again we are improving the site and service by launching a new stock system online – the first in the UK – which will reserve the IMEI and product there and then, if it is in stock, and then allocate for same day delivery.’
The website is also being redesigned to make it clearer to customers when products are in stock. Humphrey said: ‘We are simplifying the website to give the customer a better online journey. It will be much easier to understand when a device is in stock.’
He added that he was unaware of any delays in returning money owed to customers but said he would investigate any claims made.
Meanwhile, Shebang has hired former Everything Everywhere sales director Duncan Hay as its new MD. Humphrey has stepped up to Group CEO.
Hay joins the company on 1 January and will focus on new business and MVNO opportunities