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“Not answering customers, shoddy work - why bother?”

Written on: 28/12/2013 by lottielamour (1 review written)

I am appalled with their service. First of all, I ordered a number of items with them on 20th December. All of my order was centred around some boots that I had been after for a while. They took my payment and sent my a confirmation email.

FOUR DAYS LATER after they'd send a confirmation and after they'd taken my money, they decide that the main part of my order (my boots) were out of stock. Now, working in the online retail services myself, I know that it doesn't take four days for an order to reach the warehouse for them to do their picking. It's sent a lot sooner than that (in my company, it's sent the same day as the order is placed, and if we find an item is OOS then we immediately contact the customer via email to tell them the item is on BACK ORDER. If it needs to be cancelled, my customer services team pick up the telephone, apologise and offer alternatives if there are any available. We are a VERY large online retail company, with hundreds of thousands of product, yet we still manage to do this very simple and basic customer service task).

Instead, without warning, they send an email saying sorry, we're cancelling this part of your order (which, by the way, is masquerading as a "yay! Half of your order is on it's way!" Email). Naturally, I'm really p'd off at this stage.

So I send them a message on their contact us page - do they respond?! No, they don't. Despite the fact that I mention I write for a lesbian and bisexual women's fashion magazine (which I do on a freelance basis alongside my day job as a customer service manager, it's called G3 and I am their agony aunt and fashion columnist) and I will be telling my thousands of readers just how terrible they are.

So, being ignored, I turn to good old social media. Their social media team should be sacked. They lack basic human interaction skills, have zero personality and resemble robots who have been fed bull to spit out to less educated customers. Unlucky for them, I know how the supply chain works and I have a very wide audience of people who listen to what I have to say. If their social media team need any training on how to effectively communicate with customers whilst showing personality, please send them my way. I've a vast knowledge of people who do this day to day, please look at the E.ON energy social media for inspiration!

Here's what I want them to do:
1) I want them to find me my pair of boots.
2) if they can't, I want them to offer me a replacement.
3) They also need to offer me compensation for their shambles of "customer service". I don't care what this is, but they should do it. In fact, I shouldn't be asking them to do it, they should just be offering it - but seeing as it appears they can't perform basic functions such as replying to customers when they talk to them and telling their customers that things are out of stock, maybe I'm setting my hopes too high.


Charlotte Moor

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