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“They don't understand customer service”

written by mpk68 on 29/12/2015

Good value attracted me to Kiddies Kingdom when looking for "Slumber Buddies" night lights for my new twin grandsons. Admittedly it was getting closer to Christmas (21st December), but with next day delivery should be OK. The website eventually worked late at night when the internet had calmed down, and I placed an order. Payment was accepted and a confirmation email received. The next day I received an email from K-K saying payment could not be completed as my bank had raised an issue and could I phone K-K. This I could not do until the following day as I was kept on hold for ages and could not get through, by which time I could see that my card had accepted the transaction and the money had left my account. When I finally got through to K-K, I was told that the house name, street and village were all on one line of the payment form and that their system could not accept that. I said so change it. They said can't and that I would have to start again. I said you have my money, so just send goods. They said they would have to cancel order and refund money. I said that I was not prepared to give them any more money until I could see the first payment returned, and that that might take a couple of days and if they did not send the good very soon I would not receive before Christmas.After all they had my money and my address (one line or twenty-one lines of address makes no difference to post office or courier, providing there is a name or number at the front and post code at the end!). They would not budge. I asked to speak to the manager and was told he was the manager, so I asked for the Managing Director and was told to send an email. Throughout this process I was treated by all the three people I spoke to with abruptness and a take it or leave it attitude. No common sense or flexibility was in evidence. I cancelled the order and told them I would not use them again, and would review them accordingly. Even this did not produce an apology from him. To be fair the money appeared back in my account three days later.