Written on: 19/12/2010 by kellyannl (1 review written)
Order initially placed on 5th December to be delivered no later than the 13th December. A subsequent email was sent saying delivery would be a day late. As yet the delivery has not been received despite numerous attempts on my part to resolve this matter.
We began contacting Dorothy Perkins on Wednesday 15th December to ascertain when the order would be delivered. The communication chain has been as follows:
19th December 2010: Midday - no call back received yet again as promised by DP.
18th December 2010: Called whilst drafting complaint letter to find out why second call back request had been ignored. Spoke to advisor and Team Leader who assured a call back tomorrow by noon (19th December) after escalating via an email based system to find out details of where the order is with the couriers. Team Leader also assured the previous calls would be listened to by herself and the colleagues involved previously and that a letter of apology and gesture of goodwill (to a value to be determined by herself) following listening to each of the calls.
Circa 10am, Spoke to advisor to find out status again of order following previous evenings call of complaint and to ask why the requested call back had not been made. Was promised a call back by a manager and also by the advisor on the phone within the hour. No call received again.
17th December 2010:
Circa 8pm Spoke to advisor to raise a complaint about non - delivery of order and request an explanation, an apology and detail of when the order will be delivered and a call back request by a manager by 10am on the 18th December.
Circa 7:30pm Spoke to advisor as to why order not delivered by 7pm as promised on previous call, lady took order number, put phone on hold and then was cut off.
Circa 1:45pm Spoke to a representative explaining order not arrived on the previous Monday \ Tuesday as advised, also stated not had a call back from the completed online web form (detailed online to allow 24 hours for reply) and was personally assured that the order would be delivered by 7pm that evening.
16th December 2010: Circa 11am spoke to advisor that order has not been delivered and was overdue (late). He raised a request to the courier.
15th December 2010: Completed online form to detail late delivery and requested a call back to get some detail of expected delivery.
A number of times on the calls there have been recordings expressing delays due to the extreme weather, also the representatives on the phone have given the excuse of the weather for late deliveries, yet we had been informed on numerous occasions the orders were at local depot. This was verified by looking at the Hermes tracking website.
There has been no snow on the roads since the 12th December. I appreciate there may be a backlog due to the adverse conditions however, more resources should have been allocated to address the backlog. A responsive business would have taken better action.
These dresses were purchased with a view to Christmas parties which were taking place on Thursday 16th, Friday 17th and Saturday 18th. They were ordered in good time to arrive but did not. I am particularly angry and disappointed about this as it required me to go out and purchase additional items - not from Dorothy Perkins I may add.
According to representative on 16th December, the order has been at a depot in Rotherham since Monday 13th, the original delivery date.
Their tracking service specifies that it has been 'out for delivery' since 05:01 17 December - are they lost? We live fairly close to the depot and many other couriers have had no problem locating us promptly and professionally.
Representative on indicated it would be delivered before 7pm on the 17th December while a subsequent representative said the courier was requiring a further 5 days.
With regard to the courier saying they would need a further 5 days, do they really believe this is providing a responsive and professional service to customers? They should be specifying the terms to them not glibly and blindly accepting their excuses. May they review the couriers you use as they are incompetent.
On 4 separate occasions we have not received the call back assured us by representatives and online facility. Poor customer service to say the least.
On not 1 of the 7 separate occasions we have spoken to representatives has the matter been adequately resolved. Instead we have been fobbed off, given misinformation and broken assurances.
Your representative on the 18th December indicated the courier will require another 5 days - this is outrageous. Not one representative contacted us to tell us this, although by this time we were waiting for 3 outstanding calls. Plus, do Dorothy Perkins genuinely believe customers should be at the mercy of their couriers and their poor timekeeping? Why are they not pushing the couriers to ensure customers receive a competent service (efficient and professional seem too aspirational)?
Furthermore, on each of these 7 occasions it has taken over 20 minutes to get through to an advisor - we can only presume they are inundated with calls from other dissatisfied customers.
An incompetent and unprofessional service!