I ordered a scooter on Friday 14th Dec. Got a reply saying that the order is received and will be shipped in 2-3 day. Got nothing more, so chased them on Tue 18th. Found out that it still had not been picked from the warehouse. They said it should be picked soon, so will be with me in 2-3 days... Errm after Xmas! I explained it was a present for my son, they offered to upgrade me to 1st Class. I chased the following day, to be told it had not been picked yet! I gave them a roasting - their customer service guy really wasn't 'bovered'. Chased the following day - wasn't picked yet! They put it on a priority list and organised a courier. I did get it today (Friday). This company need to get their warehouse sorted out - take a tip from Amazon, or loose customers!
We do sincerely apologise for the lateness of dispatch on your order. In general we aim to dispacth all orders within a 48hr period however over the Christmas period there were times that we did not meet that target. Also we should have ensured that the moment a customer makes us aware of this that the order goes out the same day. This is something we are working on and hope that our customers see an improvement. With regards to the agent you spoke to, I am sorry that they came across as not bothered. Our investment in our employees is something we take very seriously and we hope to ensure that no agent has a poor attitiude and that our customers do not have a poor Surfdome experience. There are notes on your account ansd we can also listen to calls so we will investigate this issue for you. Please be assured that we listen to all feedback and do make sure that we act upon it.