Absolutely Brilliant

“Absolutely Brilliant”

Written on: 08/03/2012 by Lithoman (4 reviews written)

I have been buying from Teddywear for about eight years now and as my children are growing beyond the sizes supplied by Teddywear and entering the adult designer clothes arena I thought of building a website based on designer clothes. While researching I came across the Review centre and was amazed to read some of the bad reviews about Teddywear. As a long term buyer from Teddywear I rang up Zoe, who runs Teddywear, to find the truth about the reviews that I had read. The reviews posted on the Reiew centre are decidedly single sided, there being no opportunity for hearing both sides.
After speaking to Zoe, I can confirm the following:
Zoe is unable to identify any of the customers from the posts made, for example, one of the reviews mentioned a telephone answering machine, Teddywear do not have a telephone answering machine, all card transactions are charged when the goods are despatched, apart from paypal where the paypal system, not Teddywear (or any other recipient) takes the payment at the point of sale. Zoe experiences a great deal of problems from typographical errors made by customers on email and home addresses, being unable to contact customers, being unable to authorise card transactions through the card clearing system with address mismatches, wrong card numbers, expired cards and attempted fraud etc. To be quite frank I finished the conversation with Zoe feeling quite depressed that people are so rude in their correspondence by email and that they make so many mistakes online, but are not prepared to accept responsibility for these mistakes. She tells me that she attempts to answer emails seven days a week, but obviously cannot give specific detailed answers when she is not in the office where all details of each transaction are available. Zoe has now implemented a policy of cancelling any order where she feels that the customer is unhappy with any aspect of her service. Thousands of happy customers and just a few bad ones to spoil it, she finds it amazing that after goods have been despatched, by Royal Mail for example and the customer is told of the despatch, the customer still blames the supplier for the none delivery of the items, proof of posting, tracking numbers make no difference.
I find this all pretty sad really and am now researching other eCommerce sites to find out if they all have similar experience. Will let you know.