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“Too slow, terrible customer focus”

Written on: 12/07/2012 by Gaukhar (1 review written)

I placed an order (a maxi dress through international shipment delivery) and wanted to amend it to make sure that i get the parcel in time, as I was expecting an occasion in an upcoming future. Normally, plain shipment comes in 5 days. But ot secure mroe time I wanted to pay extra or cancel the shipment an hour after I had made an order online. There is no option that allows amending your shipment. So, i tried to contact the customer service through email and through their web page. Despite I flagged out that the enquiry is pretty urgent, I didn't receive any reply. I tried to reach the office through the phone number of times, spent lots of money for international calls. But could not get through. I even tried their Ireland and EU offices. I was digging their website to find out any additional emails, as those I was trying to reach never came back to me. Although, the automatic reply promisses that the customer service officer will get back to me in 48 hours. All those days the status of the shipment was showing that my order is still at the warehouse. When I finally lost my hope and received a notification informing that my order has finally been dispatched, customer service officer got back to me saying that there is no way he could help. This is his reply: 2012/7/9, Dorothy Perkins Customer Service
> Dear Gaukhar,
> Thank you for your email received 5 July 2012.
> I was sorry to note your comments and can understand your frustration. As
> per Terms and Conditions, It is not possible to change your order once you
> have placed it.
> I am sorry for any inconvenience this may cause.
> Regards,
> Dorothy Perkins Customer Service
> To telephone us please call the Customer Services department on
> 0844 984 0261 between 9am and 9pm Monday-Friday, 9am-6pm Saturday and Sunday
> and 9am - 5:30pm on Bank Holidays.
The line is busy all the time. Despite I was trying to ask on the date expected for the delivery, my further attemps didn't succeed. The occasion is coming up shortly and I don;t know if i would have any time to shop somewhere else. A very sad and dissapointing shopping experience. I'm sure there is something they could have done something while the order was at the warehouse for 3-4 days.

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