Club shop

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  • clive
    clive Posts: 20,891
    robroy said:
    Posted on the kit thread. Received the new away top and faulty, was an online order. Phoned the club shop and they said there is nothing they can do its outsourced online. 

    Sent two emails and nothing back (not even an automated response). Pretty disappointing given it was £65 with delivery, won't be buying again. 

    Fingers crossed I hear back on how to get my refund.
    Charlton's new e-commerce platform, which went live at the end of June. The enhanced online store delivers a smoother, more intuitive shopping experience for supporters, with improved functionality, better stock visibility and a bespoke shirt personalisation tool that allows fans to customise their kits more easily than ever before.

    Charlton Athletic's Head of Retail and Licensing Hannah Darnbrough said: "It has been a pleasure working with Levy Merchandising to develop a much-improved retail platform. Our focus throughout this project has been to create a retail experience that reflects the needs of our fans while also supporting the club's long-term commercial ambitions.

    "The enhancements introduced through this partnership will provide a smoother, more enjoyable experience for supporters and establish a strong platform for future growth across our retail operation."

    https://www.cafc.co.uk/news/levy-merchandising-appointed-retail-and-e-commerce-partner

  • Pelling1993
    Pelling1993 Posts: 8,241
    Ordered my new away shirt the day it came out and still hasn't even been dispatched yet. Could've just gone to the bloody shop on Saturday and got one... 
  • Red_Raver
    Red_Raver Posts: 472
    edited September 1
    Just to echo what others have said about the new online shop, they seem to be making mistakes with shirt printing, and delivery appears to be particularly slow compared to when it was done in-house.
    I ordered my new home kit on release day and it turned up almost three weeks later with the wrong number on the back. They do eventually reply to emails and offer replacements, but for me the whole process of getting a correctly printed shirt took approx six weeks!

    For support you need to email:shop.support@cafc.co.uk
  • Algarveaddick
    Algarveaddick Posts: 21,936
    I am sure there are exceptions, but generally speaking there is a reason why outsourced operations are less expensive. They rely on the cheapest possible workforce, picking systems and delivery methods, so it goes wrong regularly, see Capita for details... 
  • MattF
    MattF Posts: 3,823
    Same boat as above, no movement on an order I placed two weeks ago. Just a blunt copy and paste job from the terms and conditions when I asked for an update.

    We wanted to let you know that your order is currently with our warehouse team and is in the process of being despatched.

    For UK and International Standard delivery, orders will be despatched within two working days of being placed. During peak times such as kit launches, Black Friday, and Christmas, orders will be despatched within five working days of being placed.

    Items requiring personalisation, such as shirt printing, will normally be despatched within five working days of being placed. During peak times, personalised orders may take up to ten working days to be despatched.

    Thank you for your patience and support.
  • CL_Phantom
    CL_Phantom Posts: 6,182
    edited September 1
    Balls, gutted to hear about the online shop, was hoping to pick up the new away and babies first Charlton kit, but shipping abroad, can smell some hassle there. 

    Don't suppose any other overseas addicks have bought anything recently with a positive?



    Well im guessing not as it hasn't been re-open long enough to ship probably......
  • ElfsborgAddick
    ElfsborgAddick Posts: 31,438
    It is very disappointing to see that both the club shop and the catering side of things appear to still be very unsatisfactory.
    These are two big sides of the club that should be focused on to be well run and organised due to the revenue it brings in.
    Customer Service is key.
  • robroy
    robroy Posts: 5,039
    I have now contacted by bank and initiated a dispute on the transaction, fingers crossed I get the cash back. I will be at the game a week on saturday and certainly will not be spending any cash in the club shop. 
  • ElfsborgAddick
    ElfsborgAddick Posts: 31,438
    robroy said:
    I have now contacted by bank and initiated a dispute on the transaction, fingers crossed I get the cash back. I will be at the game a week on saturday and certainly will not be spending any cash in the club shop. 

    Please remember the SLO should be in the offices opposite the club shop between 12 and 12.30 it may be an idea to bring your experience to their attention.
  • robroy
    robroy Posts: 5,039


    Another happy customer. 

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  • holyjo
    holyjo Posts: 1,373
    My partner ordered my birthday present from the online club shop, a home shirt and an away shirt, personalised, all in time, good time for my birthday on the 27th of August. Despite regular emails chasing and confirmation that it would be posted on the 25th, nothing has been received and no response to any emails.

    I rang the club shop today because she had run out of inspiration as to how to solve this problem, spoke to someone in the club shop, who basically said that there was nothing they could do and was so junior that she couldn't even give me a solution, would have to pass it on to someone else in the shop. As has been said previously, this is deeply unsatisfying. I've been a Charlton fan for 40 years, so I'm not going to give up hope. I'm not going to stop supporting them, but for people interested or new to the club, this is a terribly shoddy service.
  • gringo
    gringo Posts: 1,668
    robroy said:


    Another happy customer. 
    if I know the firm uses Evri for delivery, I always avoid buying where poss.
  • robroy
    robroy Posts: 5,039
    edited September 3
    Finally heard back on this from a lady at The Valley club shop.

    If people are getting stuck with the online email (shop.support@cafc.co.uk), then worth trying this one. 

    clubshop@cafc.co.uk

    She raised it with customer services and then I had a response from Imogen from Customer Service on shop.support@cafc.co.uk straight away. 

    They have just apologised and said to send the top back and get can exchange. Surely a “We’re sorry, please accept this 10% discount and free delivery for your next order” would have taken away the ball ache. 

    Won’t be using it again. 

    Also worth noting that I reached out to the Fan's representative on socials and they said to email them they would help, I did email them and NOTHING! 


  • Pelling1993
    Pelling1993 Posts: 8,241
    Lesson learned to just wait until I go the shop on a matchday. The shirt is now allegedly with Evri but it's gone into some nether realm with no delivery info. Absolute shitshow.
  • robroy
    robroy Posts: 5,039
    Pelling1993 said:
    Lesson learned to just wait until I go the shop on a matchday. The shirt is now allegedly with Evri but it's gone into some nether realm with no delivery info. Absolute shitshow.
    That's shocking mate. 
  • randy andy
    randy andy Posts: 5,515
    My boy just got the away shirt, via the online store, and it's a little too small. Does anyone know if he can exchange it at the club shop, or does he have to do the returns process via the online store?
  • robroy
    robroy Posts: 5,039
    randy andy said:
    My boy just got the away shirt, via the online store, and it's a little too small. Does anyone know if he can exchange it at the club shop, or does he have to do the returns process via the online store?
    Sadly not mate, you need to raise an exchange via the email above (shop.support@cafc.co.uk).

    Will take about a week to get back to you and then you can set up an exchange, they won’t send the new one until they have that one. May be quicker to return for refund and just get a new one in the shop. 
  • Guardy
    Guardy Posts: 142
    Evri are totally incompetent, why anyone uses them is beyond me.
  • guinnessaddick
    guinnessaddick Posts: 31,488
    Guardy said:
    Evri are totally incompetent, why anyone uses them is beyond me.
    Because they're cheap.
  • robroy
    robroy Posts: 5,039
    Remember once my Mrs was waiting on an Evri parcel and she got a random WhatsApp on a Friday night from a random number. 

    It was a lady and she sent a pic of the parcel in her front room and said "would you mind saying this has been delivered and come and get it from my house tomorrow as I'm too tired to come out"

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  • Pelling1993
    Pelling1993 Posts: 8,241
    The shirt has finally been delivered. Missing the EFL together patch off the sleeve but at least I have it now! Got it delivered to my parents as Evri are even worse in West Norwood and things going missing all the time. So i'll have to judge the quality when I see them next. 
  • robroy
    robroy Posts: 5,039
    Pelling1993 said:
    The shirt has finally been delivered. Missing the EFL together patch off the sleeve but at least I have it now! Got it delivered to my parents as Evri are even worse in West Norwood and things going missing all the time. So i'll have to judge the quality when I see them next. 
    That's a shame its missing that, fingers crossed it fits and is worth the wait. 
  • OhMyGodden
    OhMyGodden Posts: 480
    Guardy said:
    Evri are totally incompetent, why anyone uses them is beyond me.
    My Evri delivery guy is great
  • LargeAddick
    LargeAddick Posts: 34,722
    OhMyGodden said:
    Guardy said:
    Evri are totally incompetent, why anyone uses them is beyond me.
    My Evri delivery guy is great
    The Evri delivery lady in our area is excellent and her number is in the Parish News as she does dog walking/dog sitting too.
  • robroy
    robroy Posts: 5,039
    Replacement shirt has arrived and it has a damaged sponsor on the arm. 

    Won’t be exchanging this one, will just get a refund. 
  • ElfsborgAddick
    ElfsborgAddick Posts: 31,438
    robroy said:
    Replacement shirt has arrived and it has a damaged sponsor on the arm. 

    Won’t be exchanging this one, will just get a refund. 
    What a shambles.
    May I suggest that in the future you purchase when in the club shop to avoid all this hassle you have had.

  • Cafc451
    Cafc451 Posts: 368
    Club shop open tomorrow.
  • ElfsborgAddick
    ElfsborgAddick Posts: 31,438
    Cafc451 said:
    Club shop open tomorrow.
    What times?
  • LoOkOuT
    LoOkOuT Posts: 11,240
    Club shop closed sunday.

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