SHOCKING Customer Care - Seriously consider avoiding

Studio www.studio.co.uk
★☆☆☆☆
1.4
11.0% of users recommend this
  • Value For Money

Mark_2909's review of Studio - www.studio.co.uk

“SHOCKING Customer Care - Seriously consider avoiding”

★☆☆☆☆

written by Mark_2909 on 07/01/2014

Hi,

Ordered item (Perfume - should be easy enough eh?) on the 07th Dec 2013, reported dispatched 09th Dec 2013, Yodel status showed awaiting collection from warehouse (and still does today 07th Jan 2014), I called customer care on the 16th Dec to inform them of this status and asked if someone could look into it.

I was told to call back later in the week, I then followed this up with an email to further support Studio received an automated response on the 18th Dec to inform me they had received and will get back to me (No response received). I then rang again as requested only to be told "we cant do anything with your order until 23rd Dec" not willing to ring yodel/check with the warehouse etc...nothing.

Low and behold it did not arrive on the 23rd Dec and still sits with Yodel "awaiting collection" 07th Jan 2014, I have since written 2 emails to request further status and complain of which I have received zero communication from Studio24 regarding this matter.

Studio24 are now invoicing me for the item which I have not received which is stopping me from closing my account which is what I would like to do asap.

I hope my experience helps.

I have also posted on trustpilot which is worth a look along with other great reviews.

To Studio24, please do not leave any standard/generic response asking me to post you a message on facebook or twitter. I have sent you 3 emails and numerous phone calls, I am not sure why I should now be contacting you through social networks to get this moving!

  • Value For Money

Studio.co.uk's Response to Mark_2909's Review

Written on: 09/01/2014

Hi There

I am sorry to hear of the problems you've had with your order and delivery, we have requested details from you on the review you left on another review site in order that we can investigate this and help to resolve it. You have advised that you do not want to progress this with us via a review site or any social means, but if you do change your mind and would like us to assist with anything please do get in touch.

Kind Regards
Laura @ Studio

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Mark_2909's Response to Mark_2909's Review

Written on: 10/01/2014

Hi,

You are indeed correct, I would like your customercare department to progress this as per the terms of service and instruction 24Studio supply (customer care email and phone number supplied) via my ticket number STU-3226498X

I am now decided on closing my account (once Studio sort this out) so I am happy for Studio customer care to continue ignoring my communication and dragging out such a simple failure.

The longer this issue remains, the longer I share my experience.

That said, thank you for your offer and response.

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Studio.co.uk's reply to Mark_2909's Comment

Written on: 14/01/2014

Hi,

I believe that our customer services have been in touch with you today and hopefully have resolved the situation.

If there is anything else we can help with please do get in touch.

Kind Regards
Laura @ Studio

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Mark_2909's reply to Studio.co.uk's Comment

Written on: 15/01/2014

Update,

Yes, they have finally got back to me. Thanks for the nudge although, I think we both know it should never have got this far. Anyway, that is were the good news ends.

I have had 3 emails, one to request my account number etc..AGAIN..now please understand I provided this already to gain the above ticket number! The second, was someone confirming they had looked into this after you passed it to them was ask me to return confirmation of non-receipt of item through the post using your speedy second class mail freepost service..which I have already done..this person (aka the chosen one) was able to track my invoice, parcel etc etc from the ticket .....which is good/expected. ......and the third email, the third was another response (after the above) informing me there has been a break in email and requesting I supply my account number AGAIN....??????

To top this off guess what arrived as if by magic?....yes, the perfume I ordered over a month ago which I had to replace on xmas eve.......and guess what Studio will now expect my to do......yes, return it at my own time, effort and cost (postage)! That said I have request your Customer Liaison person to see if something can be done about this.

I hope you agree this is a poor level of service and I will look forward to providing a full summary once the show is over and big top is taken down.

Thanks again for passing this onto someone with the ability and skills to look into this and respond in an acceptable manner.

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