written by Katie987 on 30/01/2013
Absolutely disgusted by the level of customer service received when shopping online. I spent a fair whack of money only to find that they decided to credit me for an item I had returned before I'd even had the delivery. I questioned why this has happened as it was obviously not a stock issue - I could still go online and purchase that very item in the same size and colour I'd ordered.
I asked that they not cancel the item and send it me with the other goods; or, send an alternative, or send me a voucher code for free delivery so that I could order an alternative without incurring additional delivery charges.
Eventually someone cam eback to me and instructed me to order an alternative on a next day delivery service (that they would then refund me afterwards!) as the one I wanted was not in stock (still available to purchase online though). I assumed that there was an issue with the site and so placed an alternative order.
I then received three more emails telling me it was back in stock after-all so could I please go and order it.
Too later and I definitely could not be bothered to place another order, send back the other order etc. etc.
Explained I wasn't impressed only to be given a voucher code as a 'gesture of goodwill' that had to be used in the next two weeks (in a few days time, not right away) only on full price items and with a minimum spend attached. I'd already spent nearly 200 quid over three orders.
Responded that the voucher code was frankly an insult to be told tough luck basically.
The customer service experience has really let a great website down. I have an inbox and outbox full of emails to them trying to sort out my orders and chasing responses - a different person replies every time clearly with no idea what the last person has said. Nightmare.
Shopping online should not be this difficult.