Kindly shared by Anonymous
What happened
Ordered garden furniture in May, due to arrive at the beginning of July, it didn’t arrive until mid August! I contacted to chase my order in July, the customer service system is slow, did not answer my questions fully and when I asked to cancel my order and refund me my order miraculously arrives. I asked for my complaint to be escalated as I was not happy with the service I received, I was told ‘management are not customer facing’. In a recent email they even suggested I complain to the ombudsman but also made me aware that they are not members, so in short they’re doing nothing with my complaint nor do they care. All I wanted was an adequate explanation for my experience and an apology. I am yet to receive either.
What I wish had happened
I’d have liked a clear explanation as to why I had to wait so long for my order. Why a third party company selling through the range is aloud to continue doing so despite its poor customer service. Why can’t my complaint be escalated to a manager? I’d also like an apology for service received and an understanding of what will change to avoid this happening again for others.
Where this happened
Other - First contact with the range was over the phone, further communications have been via email
The Range Customers
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Home & Garden Customers
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