hellspells
Well-Known Member
Trying to keep a long story short about a case of pretty bad customer service from a online retailer.
My friend pre-ordered some boots from them back in May and was told they'd be in by the end of August. Come the end of August no contact and no Boots (credit card had been debited back when she had ordered them) so she contacted them via their website and heard nothing back. she left it a week and contacted them again but still nothing.
A bit worried that she'd been ripped off, she contacted them via an email address she found on their website with a polite request for information on my boots but headed up "3rd Request"
She then recieved an email back stating they had no emails from her so were treating her enquiry as a 1st Request. Which she felt was very rude!! She emailed them back to say that she'd emailed them via their contact form on their website and that they probably ought to check that it was working.
In the meantime, she read their T&C's and they stated that credit cards wouldn't be debited until goods despatched so she sent another email asking why they had debited her credit card but not despatched my boots.
She had a reply back stating that they had permission from their bank to debit cards (without informing their customers I find this hard to believe) and that their contact form was working just fine and she must be lying!!!
She then got another friend to contact them via their website to see whether it was in fact working, and as suspected, no reply. The other friend then emailed them directly to ask whether it was working as they had tried a couple of times but had no reply. The company emailed back straight away to thank friend for bringing that to their attention, there was a problem and they had now got it fixed.
Other friend then went back to them and said No Thanks, just testing the form for forst friend (are you still following this!?), as they had been rude to her friend when made a complaint about lack of communication.
The response back from them was unbelieveable, they called other a "little b1tch"...
The bit that shocked us the most was the last bit. In no way were they provoked to that, and even than as a client facing company that is not acceptable in my eyes!
Eton mess and a large hot chocolate if you got this far!
My friend pre-ordered some boots from them back in May and was told they'd be in by the end of August. Come the end of August no contact and no Boots (credit card had been debited back when she had ordered them) so she contacted them via their website and heard nothing back. she left it a week and contacted them again but still nothing.
A bit worried that she'd been ripped off, she contacted them via an email address she found on their website with a polite request for information on my boots but headed up "3rd Request"
She then recieved an email back stating they had no emails from her so were treating her enquiry as a 1st Request. Which she felt was very rude!! She emailed them back to say that she'd emailed them via their contact form on their website and that they probably ought to check that it was working.
In the meantime, she read their T&C's and they stated that credit cards wouldn't be debited until goods despatched so she sent another email asking why they had debited her credit card but not despatched my boots.
She had a reply back stating that they had permission from their bank to debit cards (without informing their customers I find this hard to believe) and that their contact form was working just fine and she must be lying!!!
She then got another friend to contact them via their website to see whether it was in fact working, and as suspected, no reply. The other friend then emailed them directly to ask whether it was working as they had tried a couple of times but had no reply. The company emailed back straight away to thank friend for bringing that to their attention, there was a problem and they had now got it fixed.
Other friend then went back to them and said No Thanks, just testing the form for forst friend (are you still following this!?), as they had been rude to her friend when made a complaint about lack of communication.
The response back from them was unbelieveable, they called other a "little b1tch"...
The bit that shocked us the most was the last bit. In no way were they provoked to that, and even than as a client facing company that is not acceptable in my eyes!
Eton mess and a large hot chocolate if you got this far!
