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“Online Order Incompetance”

written by on 22/03/2015

Thurs 19/03/15
Online order paint, wallpaper and wallpaper paste. +premium 'next day delivery. Total +£170. Order confirmation by email.
Fri 20/03/15
Text received morning: "Your Wilko.com order is out for delivery today."
The delivery made around 11am. It arrived incomplete.
I phoned customer services who said they would look into it.
They phoned back to advise that they had run out of the wallpaper I ordered. It said +700 in stock, so must be popular. They would have phoned "at some point today to inform me."
I checked my online account and no information about this issue. No email/text about order problem either.
They offered to reorder the wallpaper, next day delivery again. Although not able to commit to stock availability, and so cant promise actual delivery of the items the next day. "I could drop them a line to check if you want."(!)
After being given excuses and explanations a refund was requested and made for the wallpaper, I had to ask for refund of the premium delivery, it wasn't even offered as a goodwill gesture for the inconvenience caused. No other goodwill gestures offered. Inconvenience of missing a day off work.
The standards fall way short of all my experience of online retail. Poor.

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