now_loves_mares
Well-Known Member
I know DH get a lot of stick for their customer service, and a lot of eyebrows were raised when they announced they were closing their stores to concentrate on their "core business" of mail order/internet.
Well despite this, I ordered a couple of things last Monday to take advantage of their free postage offer. True to form they never turned up
. I checked their website on Tuesday (8 days after original order) and it said the goods had been despatched a week ago.
So I finally called today, thinking I'd given it long enough, and got a really really nice helpful girl. She checked it out and basically it had been an attempted delivery on the Thursday but for some reason the courier company had then returned it to the depot. I was a bit suspicious as there was no card in my mail box. However I've just been to investigate and the courier driver had left a card but in a very random place. She was on the phone to me for ages trying to figure out how to get it left for me (we're in the country, no neighbours, locked electric gates etc) and in the end I said just take your chances that we'll be home - she was going to put a "deliver after 6pm" note. Anyway she then surprisingly called back 15 mins later and said she'd called the courier company, spoken to a very nice man who had given her some options, the most helpful being they will just hold it at the depot which is 5 mins from my work
Sorry this is long, but I thought it just goes to show, all you need are some good staff who actually care about customer service. Admittedly I haven't got my stuff yet (proof of the pudding and all that?) but she really tried to solve it for me as best as she could. So DH had despatched the goods quickly, it would have been here within the advised time if I'd been home, and when there has been a problem have tried their best to solve it for me. We're always quick to harrangue companies for shoddy customer service, so I thought I'd say something positive for a change
If my stuff arrives next week as promised, I might even shop with them again
(and actually, I've never had that much problem with them, though I know others have)
Well despite this, I ordered a couple of things last Monday to take advantage of their free postage offer. True to form they never turned up
. I checked their website on Tuesday (8 days after original order) and it said the goods had been despatched a week ago.So I finally called today, thinking I'd given it long enough, and got a really really nice helpful girl. She checked it out and basically it had been an attempted delivery on the Thursday but for some reason the courier company had then returned it to the depot. I was a bit suspicious as there was no card in my mail box. However I've just been to investigate and the courier driver had left a card but in a very random place. She was on the phone to me for ages trying to figure out how to get it left for me (we're in the country, no neighbours, locked electric gates etc) and in the end I said just take your chances that we'll be home - she was going to put a "deliver after 6pm" note. Anyway she then surprisingly called back 15 mins later and said she'd called the courier company, spoken to a very nice man who had given her some options, the most helpful being they will just hold it at the depot which is 5 mins from my work
Sorry this is long, but I thought it just goes to show, all you need are some good staff who actually care about customer service. Admittedly I haven't got my stuff yet (proof of the pudding and all that?) but she really tried to solve it for me as best as she could. So DH had despatched the goods quickly, it would have been here within the advised time if I'd been home, and when there has been a problem have tried their best to solve it for me. We're always quick to harrangue companies for shoddy customer service, so I thought I'd say something positive for a change
If my stuff arrives next week as promised, I might even shop with them again
(and actually, I've never had that much problem with them, though I know others have)