Arqadia L/J web ordering.... anyone out there got a clue?

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Arqadia L/J web ordering.... anyone out there got a clue?

Postby ComeOnYouReds! » Tue Jan 15, 2019 1:36 pm

Since Arqadia or rather L/J have revamped their website and order system I've been totally baffled by how awful it is compared with the old system.
Everybody is aware what a foul up it is right now but my main question here is to ask if anyone has discovered how to put out-of-stock mouldings on to back order when placing a web order?
On the previous Arq site you were asked if you wanted to put stuff on to b/o but not on this new one...... as far as I can see, but I may be missing the obvious.
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby aceframer » Tue Jan 15, 2019 4:06 pm

I dont think even they have a clue - hate the whole thing, its driving me nuts :head: !!! will be moving everything that i can to other suppliers, as i am losing orders left right and centre, today's promised delivery hasnt arrived even though its already over a week late, and when they ring at the end of the month for payment !! well I will be doing a website change that has crashed all my payment facilities :Slap: !!!
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby pramsay13 » Tue Jan 15, 2019 4:10 pm

I got this email from my rep so might be worth contacting yours if you have any issues.


I am aware that many of you have been experiencing significant difficulties in placing orders via our website. Furthermore, on contacting our service team for support, you are either waiting far too long or failing to reach one of the team at all.

I know that this has been disruptive for some of you and caused you unnecessary stress at the start of the New Year. Please accept my sincere apologies. Your continued patience and loyalty is greatly appreciated.

As you will understand with most large IT projects some teething problems are hard to avoid. Once we have addressed these issues, we remain confident that our upgrade will be hugely beneficial to each and every one of you.

Many of our team are working around the clock to address the IT issues and ensure that your orders are despatched to you. Progress has been made in the last 48 hours and you should now find our online ordering to be fully operational.

To help us deal with the backlog, we have temporarily suspended overnight deliveries. We anticipate this to last no more than two working days and I will keep you up to date on any further changes.

In the meantime, if for whatever reason you are having difficulty with our website or struggling to speak with a member of the service team, please contact me directly on 07775 858506. If you have any less urgent issues or suggestions, I would also welcome hearing from you via email.
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby prospero » Tue Jan 15, 2019 4:16 pm

Haven't tried the new Aq site, but the Simons one is a bit weird when it comes to ordering. Must admit I have a look, then send them an e-mail. :roll:
It's not particularly clear if you are ordering feet/meters/lengths/box-fulls. :roll: And you can only pay there and then and not 'on account'. If I'm doing
them an injustice then I'm sorry. But that's my take on it.
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby Jo » Tue Jan 15, 2019 4:41 pm

The website didn't work for me when I returned to work in the New Year, but I didn't need anything straight away. I received that email too which implied issues have been sorted so I placed a chop order on the 9th January. It is still showing as 'not shipped' so I've just dropped them an email to see what is going on.

Has anyone else actually managed to place, and more importantly, receive an order via the website?

A note on their homepage would be useful if orders placed are going to be delayed.

Any LJ reps or employees read the forum?
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby Jo » Tue Jan 15, 2019 5:02 pm

I've just had a reply...

We have a new system in place and are having technical issues which have severely delayed orders for all customers.
Your order is being worked on, however due to the problems we are having, we are unable to track its progress and therefore cannot give a definite date of when it will be with you.
We are working very hard to get through a back log of orders in chronological order.
Again I’m very sorry and understand that this is very frustrating for you, but please bear with us, we are working as quickly as we can to get your order to you. Our Managing Director will be sending out an email update shortly, which should give all customers a better idea of our current situation.

Please accept my sincere apologies.
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby Rainbow » Tue Jan 15, 2019 5:38 pm

I don't use any site that has infinite scrolling if I can possibly avoid it. I can't imagine why Arqadia/LJ thought it was a good idea. I believe even the inventor wished he hadn't invented it.
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby aceframer » Tue Jan 15, 2019 5:48 pm

posting apologies is like closing the gate after the bull has escaped !! as i have said its costing me and probably a few others, money !! two orders lost already and major client well and truly unhappy - will be checking what I need tonight and getting it from somewhere else if I can, not my rep's fault, tried hard not to give him an earful - but there are no punches pulled in business - I said to the rep when he told me about the change, LJ had an awful reputation and wow !! have they gone and proved me right and why oh why if they knew they had problems on the 2nd !! havent they just reverted back to the old website ?? most EPIC FAIL since Gerald Ratner said his jewellery was crap :shock:
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby Abacus » Tue Jan 15, 2019 5:51 pm

My online order from the 8th arrived today.
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby pramsay13 » Tue Jan 15, 2019 6:29 pm

Rainbow wrote:I don't use any site that has infinite scrolling if I can possibly avoid it. I can't imagine why Arqadia/LJ thought it was a good idea. I believe even the inventor wished he hadn't invented it.


Where is the infinite scrolling on their website?
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby Rainbow » Tue Jan 15, 2019 9:40 pm

pramsay13 wrote:Where is the infinite scrolling on their website?


For example: https://larsonjuhl.co.uk/mountboard/larson-juhl-essentials/
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby Framerpicture » Wed Jan 16, 2019 2:15 pm

It's astonishing to think a company would take down a website that worked perfectly well and replace it with a untested site where it appears they're finding it incredibly difficult to get orders out? Waiting 5 days for an overnight order is hardly 'just in time'!

I've just been phoned by Arqadia? Larson Juhl customer services to say the situation should improve next week - which is exactly what they said last week :roll:
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby prospero » Wed Jan 16, 2019 3:30 pm

"The Better is the Enemy of the Good"

~ Aristotle ~
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby Framerpicture » Wed Jan 16, 2019 4:00 pm

Aristotle was a bugger for the bottle.
I think that quotes Voltaire :D
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby Steve N » Thu Jan 17, 2019 8:32 am

pramsay13 wrote
"I got this email from my rep so might be worth contacting yours if you have any issues."


Well I wouldn't read to much into that, I had exactly the same worded email from my rep, and I'm down here in Somerset , so the company has just issued it to the reps to cop and send out.
Luckily I have not had to order anything from them this year , BUT I think I will have to next week :sweating: :sweating:

They have websites and systems in place all over the world, you would have thought they could just used one which they know will work, unless they have the same problems around the world :sweating: :sweating: :xcomputer:
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby pichousepreston » Sat Jan 19, 2019 10:41 am

I have 2 separate accounts with them, it took me a week to even get online. I can now place orders but without fail every single one at both shops has either had picking errors or items missing. It must be costing them a fortune, I keep getting single packs of mountboard delivered and the moulding follows about 4 days later. One shop is getting the deliveries in 3 days, the other is over a week.

It's driving me mad, thankfully I have moved over to Lion chop at one shop, may do the same at the other.
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Well....

Postby sprint95m » Sun Jan 20, 2019 11:55 pm

I got online without any hassle using the link from the (old) Arqadia website, then placed an order for a box of moulding and some mountboard.

It is probably just me, but packing mountbords in threes does my head in. The colour I ordered used to come in packs of 25 so obviously this option
is no longer available. Ordering nine packs felt weird so I ordered ten packs, alas only 14 sheets are in stock (now does 3 go into 14? :) ).

Anyhow, on placing an order I was informed it will be processed in a week, which is okay for me.
If I was desperate for the moulding I would get some elsewhere and pay the higher price.
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby Abacus » Mon Jan 21, 2019 6:12 pm

Has anyone received an invoice yet?

My order from 7th jan which arrived on the 14th has not yet been invoiced. Arqadia used to invoice pretty much immediately
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby Kenneycm » Mon Jan 21, 2019 10:07 pm

You are doing well then Abacus.. I still dont have my order that I placed on 4th Jan :oops: :twisted: :oops: :evil: :oops: :evil:
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Re: Arqadia L/J web ordering.... anyone out there got a clue

Postby ComeOnYouReds! » Tue Jan 22, 2019 7:52 am

Abacus wrote:Has anyone received an invoice yet?

My order from 7th jan which arrived on the 14th has not yet been invoiced. Arqadia used to invoice pretty much immediately


No. I've only received one order so far and that turned up unexpectedly. We used to get an email invoice from Arq which was the perfect indication that the goods had been shipped but now I really don't have a clue what's going on.
I haven't received an invoice for the one order I got so until they get their act together I doubt I'll be paying them for new stuff, only paying the old outstanding Arq invoices.
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