This is my rant for today. Not an informative article. If you not interested, don’t read it, and don’t bother commenting. If you are in a bad mood and want to share your moodiness with me, feel free to carry on J
I work in Customer Relations; this doesn’t raise my expectations of customer service, but rather makes me sympathetic to others in the same line of work. I know how hard it can be to sit and be shouted at on the other end of the line, to remain calm, and accept responsibility for something you had very little to do with.
In saying the above, I am so irritated/annoyed, and actually outright bloody furious at the service received from the online shipping website called ‘Wantitall’.
In mid-September I placed an order for two separate items, this online website was extremely quick to swoop in and demand payment promising a 7-15 working days process time before it arrived at my door.
As of this morning, I had yet to receive either one. After numerous phone calls and emails to a CRM consultant who was entirely unfriendly and battled to command the Basic English language, I was reaching my patience limit.
Surprisingly, one of the two items was delivered this morning. A rather pricey item, it arrived thrown into a little plastic packet in a courier envelope and when I removed it, it was not in its original packaging and was chipped.
I phoned Wantitall this morning to speak to the same lady I had been dealing with and before I could say my name, she responded saying ‘Tracy (Which isn’t near to my actual name’, I can’t help you, talk to my boss’.
The conversation went as follows:
Me: Okay, what is your boss’s name?
Me: Okay, can you put me through to her please?
CRM: She is on lunch till 2pm (The time now was 12.15)
Me: To which I replied, does she always take almost 2 hours lunch?
CRM: To which she replied, actually she is in the w/house
Can this woman give me a straight bloody answer!?!?
Eventually I back tracked on my emails and discovered the following correspondence being sent to me, if any of the readers here can make sense of this; please feel free to let me know:
We regret to inform you that this (Item XXXXXXXXXXXXXXXX ) item in your order will not be delivered in the specified time frame , due to the item (s) being on pre-order.
The reason for the pre-order status is highlighted below:
- Supplier/ Manufacturer unable to fulfill multiple orders due to stock unavailability
- The title has not yet been released
- slightly longer delivery cycles
Your order has been process and the delivery will be as follows
- Delivery will be between 01/01/2000 - 01/01/2000
- Parcel has been shipped but we don’t have tracking info
- We currently don’t have an ETA (estimated date of arrival)
How this looks to me is that they couldn’t make up their minds what excuse they wanted to use and ultimately let the choice to me – How thoughtful!
Ultimately I emailed every email address I could find, and received a half arsed email from someone saying they would refund me – To their credit; they actually did it rather quickly.
This brings me to two issues:
1. Wantitall is known for selling ridiculously overcharged items and charging high delivery costs; you would think they would have the decency to actually provide some decent customer service to their money paying customers.
2. When did tacky customer service become the norm? In this day and age, when competitive pricing is rife, and online shopping is so easy, you would think that your service would single you out from the rest. That it would be something you actually want to focus on.
The proof is in my pudding as far as Im concerned. I visited Hello Peter.com and they have more than their share of negative reviews, to which almost none are responded to. Correct me if Im wrong, but doesn’t Hello Peter require a supplier to pay in order for them to respond and therefore vindicate them themselves.
Im done with these people. Shoo Fly!
Disclaimer: All articles and letters published on MyNews24 have been independently written by members of News24's community. The views of users published on News24 are therefore their own and do not necessarily represent the views of News24. News24 editors also reserve the right to edit or delete any and all comments received.