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“Repeatedly poor customer service”

written by SB1989 on 08/08/2016

I don't like to give negative reviews in general, but I encountered a whole string of frustrating issues when placing my order with FP none of which an apology was made for.

After receiving no dispatch notification a week after I placed my order, I got in touch to ask why. I received a response several days later that the system had for some reason not registered my order and that they would send it out that day. I was disappointed that there was no apology or concession offered at that point, but was just happy that I'd have my order soon.

However, the 2nd class delivery took another week to arrive, and when it did, I found only one of the two items I had ordered inside.

I contacted them again, with another several-day response wait, whereupon they said they would reissue the order that day - again with no apology for the ongoing mistakes and problems. I needed to directly ask for confirmation twice that I would not be charged additional postage, with the customer service advisor responding evasively and eventually confirming that I didn't need to.

Four days later, they've finally dispatched the order, again second class.

I would have appreciated it if they had at least prioritised this to first class, and offered some kind of goodwill concession gesture, such as free postage. Or at least a simple apology.

Overall, a disappointing, frustrating and time-consuming experience for a simple order of two comics!