A customer experience about The Range

Status: Approved

#CustomerService #Returns #Communication  Frustrated Unsatisfied Annoyed 

Kindly shared by M. Susan Mitton

What happened

I placed an order online for a mirror. The mirror was not available for store pick up so had to pay £10 for delivery. The delivery came when expected. When I unwrapped the mirror there was a scratch near the bevelled edge. On closer inspection there were some black dots around the mirror. I believe the dots were a fault in the glass mirror. The day after delivery I went online to see how to return the item. I wanted to speak to customer services about my situation but the website said I had to send an email with photo's of the damaged item. I sent the email & photo's through the online form on the web page. On the 5th April my email was acknowledged with a message that someone would contact me within 4 days. No one contacted me, so today the 12th April I decided to call customer services. After 2 phone calls and spending 90 mins waiting on the phone for someone to answer, I put down the phone & called The Range head office. The phone was answered quite quickly. The man on the phone said there was nothing he could do except put me through to customer services directly. I thought maybe he had a direct number for them other than the one I had been ringing. He put me through & I kept my fingers crossed. Once again no one answered the phone. I hung on for another 20 mins before putting down the receiver. I have sent another email today through their website and my email has been acknowledged. Their message reads, someone will contact me within 4 days. I am very dissatisfied with their lack of customer service. My daughter suggested trying to contact them through twitter, which I did this morning. There I read messages from countless other customers who were as dissatisfied as I am with The Range customer care team. Customers have to contact the customer care team to be able to return items. What does one do when they don't answer your emails or the telephone?

What I wish had happened

I wished that they had replied to my 1st email regarding my faulty mirror, then I would not have had to call them this morning and feel even more frustrated because they didn't answer my call. I also called head office. I thought they may have said something like, we are very short staffed at the moment, but they didn't. All they could do was connect me back to customer services, who didn't answer the phone for the 3rd time. I spent 1 hour, 30 mins & 20 mins on 3 separate calls to The Range Customer Care team and sent another email through their website. I'm very disappointed that Head Office made no comment as to why customers could not get through on the telephone or have their emails answered.

Where this happened

On the phone - 03450267598

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7% Returns
Feelings:

Frustrated

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Annoyed

7% Quality of product
Feelings:

Annoyed

Unhappy

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7% Delay
Feelings:

Frustrated

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