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“Hobbs -Good clothes but telephone customer service is poor”

written by bvas on 03/08/2012

I ordered Adele coat online yesterday Thursday, 2nd of August at 7pm and requested the next day delivery and paid extra for it.The next day at 8.30 am i received an email saying 'we are please to inform you that your order has now been despatched via curier.Your order will be delivered within 1 working day via the curier and the driver will require a signature on delivery'. So i stayed at home and waited for the driver to arrive.

After 5 hours i rang customer service and wanted to check on the progress of the delivery to be told that when i made my purchace a table was there explaining to me that because i bought my item after 4 pm it won't be delivered today but on Monday.I felt that the lady on the phone was quite snotty and had an attitude problem and made me feel like a complete idiot for not reading the terms and conditions and missing out on that table. I appreciate that i didn't read the terms and conditions and it was silly of me not to notice the table with 4 pm information, but the email i received this morning and the wording in it, as well as the option on the website which clearly states 'next day delivery' and the acceptance of my extra payment for the service all led me to believe that i would get my item today and i really don't appreciate to be talked down to and made to feel stupid for not reading the full information.

So i called the customer service again and politely explained to them that from a customer point of view, they could indicate the same post 4pm purchace information in the email they sent out to customer to avoid misunderstandings in the future, but i got interrupted again with the same box standards answers and felt they really didn't listen to me or cared, she just said she will pass it on and i felt the tone of her voice was really insincere.

I believe Hobbs brand represents great quality, elegance and class, its a shame that it is such a mismatch between the brand and the service on offer.

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