Good product, but unresponsive service and slow despatch
I ordered two standard poles, with payment taken immediately. After hearing nothing for a week, and order status on the website showing 'not dispatched', I emailed customer service for an estimated delivery time and querying the reason for the delay.
I did not receive any response from just poles. However, at the end of the next day I had an email from the courier stating the delivery was delayed and they wouldn't be able to deliver on Wednesday. As I didn't know the goods wee on the way, I actually took this as good news.
Finally arrived on Thursday morning, with package marked 'next day delivery'. This would mean the goods must have been dispatched the day I sent my email to Justpoles. So I can only assume, having not had a reply to my email, that Justpoles had forgotten to despatch my goods until my email reminded them.
Now that I have received the poles, I am pleased with the product and the reasonable price. It is only the customer service/delivery time I am annoyed about.
Following JustPoles' comment on my review, I would reiterate that it would have been nice to have had a reply to my email rather than just from the courier (I had no way to know JustPoles had acted on my email), and that there has been no explanation of why it took a week to despatch a standard product that was purportedly in stock.
Additional update I did not receive any email directly from Just Poles, only from the courier. Perhaps the email address entered was incorrect? Anyway, from the proactive eds of the company responding to these reviews, I am satisfied it takes customer satisfaction seriously.
To reply as a company, please log in to your business account.
Reply from JUSTPOLES- Curtain poles and Curtain Tracks
Hello Mr Grainger We have checked the logs and the parcel was actually dispatched on the day of your email ,Tuesday 30-4-13 at 3:15pm, you actually emailed the sales office at 6:11pm, which is unfortunately out of hours, therefore this would not be dealt with till the following day. As the parcel had already left we requested the carrier give you an update, hence the email informing you that the delivery would not be made till the Thursday- 2-5-13, instead of the scheduled Wednesday. Your comment unresponsive seems to be unfounded as you were sent 2 emails on Tuesday at 3pm informing you of dispatch and then one email the following day letting you know the carriers delay. For immediate response it is always best to try and contact any company in normal business hours. Regards Justpoles Customer Service team.
7-5-13 Hello Again Mr Grainger Can we point out that on the Tuesday you would have received two emails at 3:15, the first from the website informing you of an order update, the second would have come from the carrier informing you of the delivery. The text in the email 'Your order will be delivered tomorrow' would have been the main part of the message, but later that night you sent the email to our sales department asking for the order. At this point we contacted the carrier who again sent an update as we were led to believe the parcel was out to be delivered. Your pole was dispatched on the 5th working day, unfortunately due to lack of stock the pole took a couple of days longer than expected, but we feel that 3 contacts to inform you of delivery should be sufficient, and the email from yourself was after dispatch had been informed. Thank you for your comments.