Last Thursday I went online to order a camera from WEX but found that the website wasn’t working properly. I called customer support who put me on to someone else who took my particulars and said someone would call later in the afternoon. I went out later in the morning and then had a call back which I missed, called them back and was told again someone would call later.
Later that day I received another call and was told paper work for the 0% finance would be in the post. It arrived promptly the following morning but with a covering letter stating that the loan for the camera was interest bearing which was completely wrong. I then had to call WEX again and ask for an email confirming it was 0%. After another chaser the email finally arrived, allowing me to return the paperwork first class. This meant that WEX should have received the letter on Saturday or Monday at the latest but I had to again call on Wednesday for an update. The camera finally arrived on Friday morning.
Although the price and terms of the offer were very good, the processing of the sale was just the reverse and I doubt that I would use the company again.
I've made two orders with Wex Photographic, neither of which have been delivered. Whilst I understand that this may be the fault of Parcel Force, they are a supplier acting on behalf of Wex Photographic and should be managed better. On both occasions I was only informed that the delivery would not be fulfilled after I called the sales team at Wex to chase the order.
On the whole very unreliable, a bad experience and wouldn't hesitate to suggest other customers go elsewhere, unless you have time to do a lot of chasing.
Ordered a Tamrac camera bags few days ago, the item was not in stock, so I expected to wait about 2 weeks but to my surprise the item was delivered to day .
Just a shame ( and not their fault ) that they can't compete with the grey imports, because they would be a great company to buy more expensive equipment from, mind you having had a terrible experience with SIMPLY ELECTRONICS maybe we should think twice about where we give our money to.
I had been toying with getting a compact mirror-less camera as my walkabout / holiday kit and had been eyeing up the Fuji X-E1 and X-Pro1 when I noticed that Fuji had a deal on where you could get a free lens with purchase! I had a mere 30 minutes left to order before before next day delivery expired (it being Friday), I placed my order.
The delivery was in my hands the next day before noon, safely packaged in a mountain of bubble wrap.
I've used Wex in the past for a lot of last minute items and they've never failed me. This was no exception.
When I phoned wex for some technical information they were very helpful, they answered my questions and I then decided to buy an L series lens over the phone, I received the lens the next day.
It was a pleasure doing business with them
I have ordered two items recently, which were small and of low cost, but WEX do not have a lower, less hassle, system for posting these items.
They are sent, to be signed for, with a minimum cost of £2.99. The item in this order cost £2.99.
This is nonsense and I would not have ordered it from WEX if I could have found the item with another supplier.
I order frequently from "Premier-Ink" as they have a reliable, eminently sensible system, for all their stock which costs £1.99 and is sent normal 1st. class Royal Mail and I always receive the items next day.
A cheaper, quicker, simpler system than WEX.
I wanted a spare body so as to not have to change lens as often, but didn’t want to pay a fortune. Plenty to choose from on their pre-owned list. Nice easy to use web site with the ability to choose your own delivery date which was important to me.
Item arrived well packaged and on time.
In addition to the "one liner" above, Wex Photographic have excellent staff available by telephone.
For example, on one occasion I asked for product advice and the person who helped me had personal experience of using the product and had a corresponding depth of technical understanding.
It's unlikely that every question would relate to a product of which the adviser has such detailed experience but it shows the huge difference between advice from an expert and that from someone working from a script.
Wex Photographic have become my preferred supplier in its product sector.
I've always been happy dealing with Wex Photographic. You can chat to someone online if you have any queries, and you can get a really quick turnaround of goods that you order. They have some very good offers too, so it's always worth checking back for deals on items you think you might need in the future.
Recently ordered some inserts to go with my Billingham bag, but mistakenly ordered the wrong size. It's never a problem with Wex and the very helpful guy who dealt with my order sorted it for me in moments, even though the mistake was mine. With service like that, you can have complete confidence in buying here. This has been one of my favourite online shops for several years, and this sort of service guarantees they'll keep my custom in future.
I would recommend WEX as a go-to supplier, they seem to have what I want in stock - and if not, the missing stock is sourced quickly.
Having searched online for a battery drive for my DSLR I found Wex was cheaper and had the thing in stock (not all retailers do). Ordering was straightforward, i was kept up to date with the order and delivery was very quick. I've dealt with Wex previously and have no hesitation in recommending them.
I ordered the newly released Sony E-mount 50mm f1.8 and it was delivered promptly and packaged really well. Would have no reservations using WEX again!
The staff at WEX are really helpful, I need advice to see if the camera body I saw would fit the lenses I already had. They were very polite and helped me with my query and as I had already bought from them before it only took a couple of minutes to place my order. I would always recommend them to anyone wanting photographic equipment as a first port of call.
In dire need of a new Lastolite vinyl train, an email from Wex Photographic offering me free postage and next day delivery encouraged me to make the purchase. Everything appeared well, and the FedEx tracking facility showed that the item was indeed en-route to me. Sadly the following morning the FedEx tracking facility showed a 'mis-sort' at the local depot. Despite a number of attempts the local depot were not able to deliver the item the next day as promised. In fact, I had to wait from Thursday, over the weekend, till Monday for a promised delivery. Monday arrived and I again checked the FedEx tracking facility. Mid-morning the facility revealed an 'address query' which mean that their satnav couldn't find me. Despite repeated promises, I eventually discovered that I would have to wait for another 24 hours. My customers couldn't wait that long, and this had already meant me having to have someone at home all day Friday and Monday. A waste of time. I subsequently cancelled the order. FedEx offered no apologies and were actually quite rude. My emails have been courteously answered by Wex Photographic, but my phone call two days ago requesting a full refund has still to be actioned. At the time of writing I still await a full refund, which is preventing me from buying a replacement item locally. All I have received since my phone call two days ago is an automated email telling me that I may have to wait 7 days. I cannot run a business on a platform of orders/refunds being dealt with like this. Thank you.
Having had quite a few products over the years, I can vouch for consistent high levels of product value and service by Wex. The latest order was made online at 6:00 pm and arrived mid-morning the next day, well packed and in perfect condition. The only order that ever went astray (courier's fault) was replaced in less than a day from when it was originally due and whenever I have phoned for advice or product enquiry, I've always received courteous and helpful attention. Definitely the best online retailer I have used for photo related products.
I ordered a Nikon p7800, and web page said stock due end of September, I began to think it wouldn't arrive so I rang WEX to check, I spoke to Kate who said stock was not in but would inform me when stock was in. About an hour or so later Kate rang me back, stock was in !! promised it would be delivered next day, and sure enough it was. Gold star for Kate! Friendly, efficient ,knowledgeable service. Thanks Kate and WEX of course.
Wex Photographic is probably the best on-line retailer I've ever bought goods from.
Firstly, their website: It's well laid-out, easy to find things and has up-to date stock levels. They stock a huge range of products and everything is genuine UK stock, no dodgy grey imports here.
Pricing: Very competitive; amongst the lowest prices anywhere. On the face of it, you might find apparently lower prices from other retailers via well-known search engine. However, they invariably turn out to be non-EU sellers, which means a nasty shock when the carrier sends you an invoice for import duty, VAT and their 'handling fee'!
Shipping: Order by 6:30pm for next day delivery. If any items are out of stock, you can choose to split your order and have in stock items despatched immediately. A huge choice of delivery options is offered, from economy to next day to timed and even Saturday delivery. You are notified when goods are despatched and given the tracking reference for your shipment.
Packaging: Everything I have received has been well packaged in sturdy cardboard boxes and nothing has ever suffered transit damage.
OK, so far so good. What about customer service? If you have to phone them, you'll be greeted by the all-too-expected automated menu, however, one layer of menu later and you get to speak to a very friendly, helpful human being.
Recently, I received a new camera body from Wex which was faulty. Feeling apprehensive and anxious about how difficult it might be to get a replacement, I called them up. They couldn't have made the process any easier. I spoke to a very helpful chap who asked me to return it to them. As soon as they received it and verified it was faulty, they would provide a replacement. He provided a reference for FedEx - all I had to do, was put the item in a box, and call FedEx. As it happened, FedEx called me and arranged to collect the box the next day. Two days later, FedEx arrived again - this time to deliver a brand new camera.
Customer service at its best!
IN the absence of any good high street photography shops near me, and not sure what I needed to buy, I phoned Wex for advice before placing my order. Their patience and knowledge was excellent. They recommended two separate numbers for me to call to clarify what I needed to buy, not pushing for a sale at any time. Naturally I placed my order once I'd investigated and finalised what I needed.
I'd heartily recommend Wex to any other photographer, without a second thought.
And I love my new flash gun.
An eye catching little advert on Facebook brought me to the attention of a second hand Canon 400D body. I'd been wanting a cheap and reliable back-up camera for a while. Ordered camera after reading their report on its condition. Arrived as ordered and it was in even better condition than I anticipated, even came with a spare battery. Had a few test shots and all was well. I can't wait to get some free time and put it through its paces. It's a handy partner for my Canon 60D. Battery grip ordered because I reckon I've picked up a bargain and I might as well do it justice with some extra power. Although not a super 20MP camera, I couldn't have asked for more for the price. Nice one WEX.
I have bought all my studio equipment from Wex and have been 100% happy with every purchase.
Thank you Wex
Having had trouble in finding what external hard drive I needed to back up all my photos, have had some Trials and Tibulations recently having sent a couple back for failure to work Amazon and Wex).
As when I phoned Wex for some advise they gave me honest and none of those sales words you must buy this and that.
That really made me think and their range of LaCie is vast so that is when I decided for myself to try another one and I am very pleased with it.
The only nig is that Lacie.com/uk extended my warranty for another year for £9.95 and they have backdated it to 23July (THE DATE WEX PHOTOGRAPHIC TOOK DELIVERY OF IT). Very unfare and I think is wrong.
Fantastic service, always kept up to speed with how the orders progressing and always delivered either on time or earlier than stated, they have never failed to meet my expectations hence why i go back time and time again.
WEX are the only place that I buy my photographic gear, I've used them for years now and always had polite friendly service. They have a vast stock and knowable staff who are always willing to help. I must admit I've spent thousands with them.
To me a retailer shows good they are when things go wrong, on the two occasions over the years that I have had problems a damaged item and a postal issue, both times way beyond WEX's fault, a phone call and things are sorted, no questions asked, and to me you can't get better service.
I highly recommend WEX.
I've used Wex in the past and experienced great service. Unfortunately, this time they got it all wrong.
I ordered the lens before 18:30hrs on the Weds and paid for next day delivery as I needed the lens the following evening. I arranged to be in all day to receive the parcel but when it got to about 16:00 with no sign of a delivery, I gave Wex a call to see if they could update me as to where the courier was. The CSA I spoke to informed me that the order would be with me tomorrow; they're sorry but an error had been made on their part and it wasn't noticed until this morning. Although it had been noticed that morning, they didn't inform me that I wouldn't be getting my order that day even though I'd paid for next day delivery. If I had known earlier, I could have arranged purchase somewhere else for that evening (I know it was last minute on my part; but that's presumably why they offer a next day delivery service - for folk like me). So I said that I wanted to cancel the order and get a refund; no problem, they acknowledged it was their error and a refund would be authorised straight away. After I had hung up the phone, a got a call back from them saying that the order had already been packed and dispatched and delivery will be made tomorrow, the next day. As I had already cancelled the order, I was advised not to accept the delivery and assured - no worries - that a refund would be made immediately (may take a couple of days depending on my card supplier). I was disappointed that this had happened and wrote Wex an email explaining the situation and this unfortunate experience. Fast forward over a week later, still no refund so I called Wex to chase. Apparently they were waiting for the lens to be returned to them (customer refuses order) before it gets returned to the depot, and processed for refund. I told them of my situation; the CSA was sympathetic and said that he'd get the refund paid in next couple of days. I asked for it immediately given the circumstances and also to call me back to confirm when it is authorised. He did indeed call me back and let me know that I'd get my refund, and I did.
To date, I have not received an reply to my email to Wex. I acknowledge that there were no signs of malicious intent here; the CSAs that I spoke to were professional and friendly, it was just a series of unfortunate events but it does means that I will look at ordering from other companies in the future. Wex has normally been my go-to. Shame because I was planning on putting in a big order.
UPDATE: 20 September 2013.
*Unfortunately I can't seem to reply to the response I got from Wex, so I have updated this review*
Thanks for your prompt reply.
I appreciate the time you've taken to read my review and pass on my feedback to your Customer Service Manager. I look forward to hearing from them soon.
I have used WEX on a number of occasions and they have always had competitive prices, good stock retention and superb delivery times. I have had to order items at short notice at times (due to my own poor planning) and the items have always turned up on time if not before time. WEX have never let me down and I count them as one of my "go to" suppliers when I need to ensure that the item is in stock and will be delivered by my deadline.
Either ordered on-line or over the phone the staff have always proven to be professional and have always been able to fulfil my requirements.
10/10 to WEX - other companies should take heed as this is how it should be done.
I understood the terms and conditions and return policy of the company, however, it would have been nice to have discussed the item, (of which they only had 1). I was also considering buying a lens filter/protector. Because it was a Saturday, there was no live chat or person answering the telephone when I rang. The store was shown as being open. The telephone switched to answerphone and as prompted I left a message with my contact number for someone to call back. I sincerely thought someone would do that, even if it was by the end of that day. I appreciate store staff could be busy. Sadly, a week later there has not been any contact. I did make the purchase of the lens, but decided to buy a filter from another seller. In short, if you have an answerphone and request details so you can call the customer back, then do it! The item was packaged well and arrived promptly. Customer experience let down by a lack of customer service.
I have ordered a few things from WEX now, as well as part-exchanging a lens, and I have found WEX to be, on the most part, swift and very reliable.
So far all orders which I have made, from flashguns to lenses, have been a pleasant experience. Not to mention, I have been kept up to date with events and seminars which I may find of interest whilst following my creative passion.
In short, I would very much recommend WEX Photographic to anyone that is looking for equipment which pertains to photography.
I've been after a Canon 70D since they were first announced. Recently switching to DSLR filmmaking and cutting my teeth on a 700D. That camera was so new when I got it that it wasn't even compatible with Mac OSX, having to wait a week or two for Apple to update their Operating System.
When Mac OSX updated one Thursday night for RAW compatible with the 70D. I realised that it must have been released somewhere. I spent the next morning searching online and found Wex Photographic had stock. But was it genuine UK stock? Would they deliver next day on a saturday in time for a series of shoots over the bank holiday? It seemed to good to be true to suddenly find the camera i'd been waiting for in stock months before its due release.
I read the reviews of Wex Photographic online, finding them to be an excellent company that only have UK stock so took the plunge and ordered! Soon after I noticed that they listed the 70D as out of stock. Did I manage to snag one of the first shipments in the country? It seems so.. as early next morning (on a saturday) it was delivered without fuss. Even now weeks later their are barely any reviews of the camera online and Amazon still lists the release date as October 25th.
I've since been back to to purchase lens hoods, batteries and I'll soon be purchasing a series of lenses from them. Wex Photographic is now my only place to purchase equipment online. Highly recommended.
Delivered next day, very well packed.
Ordered a camera bag with next day delivery for a trip abroad this week. Although, next day delivery becomes two day delivery with Parcelforce as they deem 25 miles from Glasgow as 'remote'! So order should have been delivered on Wednesday 4/9/2013.
Now as we are 'remote', Parcelforce use the postman to do the final delivery. Delivery day comes and I wait all day. Postie comes at about 2pm but has nothing for me. Unsurprised I call Parcelforce to inform them that Royal Mail have not delivered anything. They say they will call the depot and get back to me. 5.30 arrives which is the published final delivery time, so I call back. "Oh" they say, "Royal Mail are closed now so we can't do anything". They assure me it will however arrive with the next days post.
So Thursday arrives and I take another day off waiting for the elusive parcel to arrive. Postie stealthily delivers the mail at 2pm but has no parcels for me. I check the online tracking... "In progress" it says, and has done for two days. So I call Parcelforce once again. "I will find out what is happening Sir and call you back". Nothing. no call. Only after a further slightly more irate call do I get anywhere with them. "It's at the Aberfoyle delivery office Sir". Great, only 10 minutes away, so I hop in the car. Only it wasn't at the Aberfoyle delivery office and never had been.
Time for me to contact WEX. Can't get through on the phone, technical problems apparently. So opting for the online live chat I try to get some answers. The live chat works and I manage to converse with someone. They check the tracking and confirm that the parcel has been handed off to Royal Mail but not delivered. Tell me something I don't know! They do however promise to get in touch with their Parcelforce rep and get back to me by email as the phone lines were down. I wait until the end of the day for a response, and having received nothing, I email WEX outlining my concerns.
Friday and I am in Glasgow. Two days overdue and still no progress made with either Parcelforce or WEX. Then, a response to my email from WEX the previous afternoon. The parcel has been signed for! what! Where? By whom? So onto Parcelforce tracking I go. It has been signed for, by me apparently, only I have never seen the parcel or signed anything. My signature has been forged. Not only that, but the date of delivery is 4/9/2013, the day it should have been delivered. I checked tracking on the 5th and it still said 'In Progress'. So i jump in the car and drive the 50 mile round trip to see if it has indeed been delivered, but it hasn't. I'm straight on the phone to Parcelforce. "Where the hell have you delivered my parcel?"... "Sorry sir, Royal Mail are closed now, there is nothing we can do" I try to call WEX. Phone lines still down, so I reply to the email, suggesting that as someone other than me seems to have my order they might want to use one of their mobile phones to call me.
That is as far as I have got. Parcelforce customer service is limited at weekends and WEX don't have any. I have no parcel, WEX are refusing a refund because tracking now says delivered and Parcelforce couldn't give a monkeys"
I am absolutely amazed that neither party seems to care that there is fraud going on here. I first flagged a problem with this delivery on Wednesday afternoon. It is now Sunday evening and not a thing has been done about it.
WEX are great at taking your money. They also seem pretty good at dispatching orders in time. Where they fall down is their choice of courier and the after sales service.
I have spent hours trying to get to the bottom of this and driven over a hundred miles. I am considerably out of pocket. Question is who do I charge my time to and at what point do I inform the police of this apparent fraud? WEX? ....
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