Bad, bad, customer service, expensive call centre in India

T-Tea's Comment

Written on: 08/08/2013

I totally agree as I have had a similar experience. Ordered a Dormeo mattress on 26/7/13, estimated delivery 1st August. Emails received to say it is being delivered by Hermes and I can track it. Tracking it provided no details only 'order generated'. Been emailing, twitting and facebooking trying to get an answer. Cancelled a doctors appointment on Tuesday as it was within the 48hr window of delivery. Rang Wednesday to be rudely told the computer was being updated and I needed to call back in 2 hrs. Called back to be told the same. Asked to speak to a supervisor who said it was in transit and to wait. I asked him to chase it and call me back to which he replied no, someone will call you tomorrow. I rang again Wednesday to be told it was lost in transit and I needed to complete paperwork before they would do anything else. Asked again to speak to a manager and was told a return call would be logged and I'd hear off someone within 2 hrs. Eventually I received a call and was bluntly told I would have a refund. At no point was I offered a replacement item. When I asked about reimbusing the hours worth of telephone calls I was told that was at my expense and they would give me a £5 credit I could use on my next purchase - I explained that I wouldn't use their company again! All this went through the call centre in India.
However, my facebook complaint was dealt with through an English office.