Despite having an Ann Summers in my area, I thought I would save myself some time by ordering online for my first Valentines with my boyfriend.
I placed an order for a lingerie set on the 31st of January, allowing plenty of time for Valentines. My voucher code wasn't applied in my confirmation email, so I rang customer services to sort it out. A lovely lady made the necessary amendments and I continued to wait for the products to arrive.
After 10 days (on an apparently 3-5 working day standard delivery), there was still no sign of the item, so emailed via the website. No reply. So I rang up and spent a good 30 minutes on hold. Still no pick up. So I rang the next morning, and still spent 20 minutes on hold. So I emailed again. Still no response. After 2 more emails and another 30 minutes total time on hold, I eventually got hold of a man from the team, at about 10pm on the 13th - only one day before Valentines.
He was very unhelpful and said that my order had been on hold. Later on in the conversation when I questioned why my package hadn't been delivered, he blamed it on Royal Mail (contradicting his previous comments). He then proceeded to tell me that if Ann Summers hadn't been notified of a problem, they couldnt fix it. Im not sure what else I was expected to do, having already sent 3 messages and clocked up a whopping hour (plus) of time on an 0800 number.
Eventually, after much grovelling, I had still no empathy, nor compensation for the fact that my Valentines surprise for my boyfriend was no longer arriving. He finished off the conversation by saying that the cancellation was fine, but the refund may take up to 10 days to get back into my account. He was very unapologetic and didn't seem to care about my loyalty to the company.
I am so gutted to have been treated so badly by what I had previously considered to be a fantastic company offering great products. I am still waiting for my refund and wouldn't be surprised if it took over the 10 working days to get to me, considering the previous standard of service I have been subjected to.
With a growing number of competing companies, I'm surprised to have seen such appalling customer service.
My advice: In store service is great, but if youre considering buying online, go elsewhere. Its not worth the hassle.