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“Disinterested, Patronising Customer Service”

written by Annoyedfromhuddersfield on 05/07/2012

I tried Moonpig for the first time and even though the initial ordering was straight forward the delivery and customer service side was awful! I ordered a card for my boyfriends birthday with delivery expected the day before his birthday. When I arrived home from work the night before I had a card from Royal Mail saying the card could not be delivered as it was two big and I would have to collect from the depo in 48 hours time between the hours of 7 & 2. I work out of town (the reason why I used Moonpig in the first place!) so I can't get to the post office at the these times. I have no card for my partner and £7 out of pocket.
On speaking to customer services I got two very patronising members of staff. The sizes are on the website but the note that states that large cards are two big for letterboxes isn't clear (on a pop out note you need to select) and as I changed the card size at checkout there was no note at all. I guess I should have gone back to find sizing information but as I was in payment it was difficult and also what kind of online mail order card shop makes their cards and packaging to big deliver to standard letterboxes?? I never even occured to me that the card would be too big to fit though a letterbox.
Customer service was awful. I finally got a refund but with no apology and it was made clear that it was to get me off the phone not to keep me as a cutomer. Be warned and read the small print unless you want to buy expensive cards + postage and then have an additional trip into town 2days later to collect.