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“Non delivery followed by non-existent customer service”

written by Kennediy79 on 17/12/2014

I ordered more than £300 worth of champagne on a Thursday for Saturday delivery (by 12), paying the extra costs for the express service.
The parcel was allegedly shipped to me via Citylink (probably the worst courier I have ever come across). It did not arrive by noon on the Saturday. I call Citylink where I get to speak to the most disinterested and incompetent call agent in a long time. He confirms the package hasn't even left their depot. Promises to get back to me after speaking to the depot. Of course he never calls me back at all. As I need some of the champagne on a Sunday, I have to drop what I am doing, cancel an appointment and go buy an alternative. I'm now significantly out of pocket.
Late afternoon still heard nothing from the courier, try to call the Champagne Company, but offices closed. I send an email.
I cancel my appointments for the Monday (costing me a day in revenue and a cancelled train ticket I won't be able to get a refund for) in the naive belief that the courier will get its act together and deliver. Nothing happens, no package, no call from the courier, no response from the Champagne Company to my email.
I call the Champagne Company at lunchtime: they seem to have no clue about my email, but again promises to speak to the courier and get back to me. Now almost 6pm on Monday and had no call back from either one of them.
Never again will I buy from these people, it's not just that they fail to deliver what I paid for, they then also provide no customer service whatsoever.
I purchase goods over the Internet all the time, usual to my complete satisfaction, but this must have been one of the most dreadful experiences I've ever had. I was left without the goods, significantly out of pocket, terribly inconvenienced, treated with contempt and infuriated at the terrible customer services from both the company as well as the courier.