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“Customer self services ”

Written on: 21/05/2022 by Davesmiff (1 review written)

Customer Self-Services
What an absolute shower!

Last summer I got a load of work done in the garden and I ordered a garden set consisting of six chairs, four stools and a table from
wowcher at the end of January to finish off the whole thing. You’d think this would be a pretty basic transaction, they had the stock, I had the money, I pay, they deliver. Apparently Wowcher and it’s delivery partner Panther had other ideas.

The first time I knew something was amiss was when I noticed that one box was missing, Panther’s driver seemed a little inconvenienced when I mentioned this but did confirm that one box had been damaged and therefore had been rejected and returned by Panther. A good sign of a conscientious delivery firm, unless you expect some form of follow up. Apparently because the box had been damaged and rejected by the courier it was my job to chase up and request a replacement. I did speak to someone at Panther who was a lot more helpful than the email exchange which seemed to be adamant that it was my problem. I was assured that they had requested a replacement box.

So I decided to see what had been delivered and build what I could. It was flat pack and the instructions were as incomprehensible as normal but I was quite happy to crack on as it wasn’t my first flat pack rodeo. It was ok and I had my chairs, stools and table frame, it also solved the mystery of the contents of the missing box. It was only the glass table tops so nothing fundamental to a table and chair set. Fortunately the cover had been sent so I duly covered it and waited for the missing box as promised.

Problem was it never came. I followed up with Panther and was redirected to Wowcher with what appeared to be a fairly typical Panther, “it’s not my problem mate” attitude, which was nice. I contacted Wowcher’s WhatsApp group, which could be seen as a ‘moving with the times’ way to connect with your customers or an absolute cop out and avoidance of dealing with people as they are, you know, people. After being bounced around a queue or two with the promise they they aim to respond to my query within 24 hours, I got a response. I was then told that I would receive the missing items at the end of March, only two months after the initial delivery, I’ll skip over the painful process to get that information.

Problem was it never came (that’s not a typo, it’s a recurring theme). I followed up because heaven forbid that the supplier would contact the customer to say that they weren’t going to deliver as promised, again. Needless to say at this point I had little faith in wowcher’s attitudes to customer service. Now I’m not saying that I found those in customer services (a term I use loosely in this case you’ll understand) particularly helpful but I do lay the blame firmly at how wowcher appear to have set up their customer services. Ask for something to be escalated, it doesn’t happen; ask to speak to a person, it can’t be done; ask for some confirmation of shipping, not possible. The basics of shipping goods to customers and dealing with failures in that process seem to be something which wowcher is not set up to deal with.

I was told to let them know if the third delivery date was missed, my job to manage their deliveries. Apparently they haven’t got a clue what’s going on until their customers tell them. Even when I asked for an update I got nothing. So I gave up and asked for a refund.

I know have a glass table top.

My last message from them asks me to confirm that I have received the item, apparently a company which ships goods to customers is not au fait with term Proof of Delivery. If they want confirmation (which I very much doubt they care about) they can whistle if they think they’re getting it from me.

If you are considering buying anything from wowcher, don’t. The product won’t wow you, the service won’t and if you have cause to complain you definitely won’t be wowed. Next time I want a wow a day, I will not be going to, I’d rather push drawing pins into my testicles for three months, it’d be less painful.

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