Written on: 28/12/2012 by fennerpearson (1 review written)
On Friday 14th December we held a party for our business, inviting colleagues, partners, suppliers, business partners and clients. We also held a raffle to support a local charity for the homeless.
As raffle prizes, we ordered hampers from www.ihampers.co.uk. They told us the hampers would arrive on Thursday 13th.
At 16:45 we were contacted by iHampers to say that the hampers would be with us by 17:30. They never showed up.
We contacted them the next morning, to ask when the hampers would be delivered and we were told bluntly that they wouldn't arrive.
This is from a company that state on their website 100% satisfaction guaranteed". (I have complained to the ASA about this.)
I contacted their operations manager -(iFlorist are the parent company) - but didn't receive a reply.
Over a week later we received this email from their support desk:
Please accept our sincere apologies for the inconvenience you may have experienced.
At Iflorist, we take pride in ensuring our customer’s satisfaction. Unfortunately, we did not meet your expectations.
As a testament to strive for perfection, we have taken steps to ensure that this will never happen again.
We deeply value your relationship with Iflorist and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us.
How does that read to you? It's just noise, isn't it? No real commitment to customer service, just talking the talk.