Awful delivery service

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2.0 / 5
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Guest's review of Smyths Toys - www.smythstoys.com

“Awful delivery service”

Written on: 25/10/2013

Words fail me on just how bad the delivery service that smyths supply is, after spend a lot of money with them I got no information at all about when my items would arrive and the awful tracking service does not update quick enough to give you any sort of real time updates! When I finally got a package the box was damaged and had only 2 items out of 10 in it! You try to contact smyths and have to wait 2 days for an email reply and when I finally found a phone number to call the only thing the rep could tell me is that I am still within the 5 day delivery period so the drivers would be back with another parcel but again couldn't tell me when! It's a joke do not order with them is my advice!

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Smythstoyscustomerservice's Comment

Written on: 06/11/2013

Dear customer,

We would like to offer our sincere apologies for the issues you experienced with your online order. Thank you for taking the time to pass us on this feedback, which is invaluable to us to continually improve our delivery service.

When your order was dispatched, you would have received an email with a link to your tracking information. Unfortunately, with our standard delivery service this tracking information isn’t always updated in real time and we are sorry for any inconvenience caused by this. We do also offer an express delivery service where this racking is updated in real time. We are also sorry to hear that when your order arrived that it was damaged and we will be highlighting this to the courier as this service is unacceptable. It sounds like your order may have been sent in separate parcels due to the size of your order however our Customer Care Team should have been more helpful when you got in contact with us.

We offer FREE shipping on all orders over £40 both on our standard and express delivery services. Our express delivery service is a premium next day delivery service which we find exceptional as the customer receives a text message on the morning of delivery advising them of their one hour time slot. Our standard delivery service don't offer this service although we have introduced SMS notifications with them recently so hopefully this will improve the experience for the customer. We collate all feedback from our customers and pass this back to the account manager of our standard delivery service in order to highlight these issues each week and improve the overall service.

If you would kindly let us know your order reference number (WSU) we would like to make contact with you to ensure your issue is resolved to your satisfaction.

Kind Regards,
Jamie

Customer Service Dept.
Smyths Toys Superstores
SmythsToys.com

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