written by Liliannab333 on 04/01/2017
Arranged home delivery for Dec 27/28 while off work. Nothing arrived. Received notification it would be delivered Jan 3 so contacted via website to request delivery to my work address. No response. Asked again. No response. Jan 4 arrived and I received time slot for delivery 12:19-13:19 so as I'm fortunate enough to be able to leave work most times I went home to sit through an hour of the most dreadful daytime TV.
At 13:30, I received a text to say the driver was delayed. I thought if I contacted them, I could either find out how long it had been delayed and wait, find out where the driver was and meet him or go back to work. THERE IS NO WAY (that I can discover) of speaking to anyone in person. They give a contact telephone number for help, but it is entirely automated. What's more, you have to be lightning quick to enter your consignment number. I was on a smartphone and flipping between the call and the email with the consignment number. That was too slow for the system which just cuts you off with a cheery message, so I gave in and wrote the number down, redialled and entered it into the system. They very helpfully told me the consignment was going to be late and there is an option to reschedule, but I wanted to discuss the problem with a PERSON!
Rescheduling was not going to help. I had to contact the vendor to get them to change the consignment address and am hoping to receive it at work tomorrow.
I understand the need to keep costs low, but if companies - and all kinds are adopting this approach - insist on using automated services without allowing human contact, then they will alienate customers irrevocably. The knock-on effect is that in future, I will be reluctant to use the vendor I chose, not because they gave a bad service, but because they use a rubbish courier.
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