I ordered a product in the £80 region from the website in early Sept. I received an email confirming the order but three weeks later did not have the product. I phoned & found it was out of stock. I was told I had received an e-mail & a phone call informing me of this. I had had neither of these & was told that maybe they called me when my phone was off. I was frustrated that the person I spoke to was so defensive & dismissive but after I spoke to a manager they did agree to next day delivery when the product was in stock.
I had ordered what I needed with plenty of time to spare, but if this hadn't been the case it could have been a big problem.
Need to brush up customer service.
To reply as a company, please log in to your business account.
We are sorry to learn that you are not fully satisfied with the customer service that you have received.
Our system shows that an email was sent to you on the day that the order was placed, advising you that the product was out of stock and when we expected to receive our next delivery. Most of our out of stock E-mails reach their destination. Occasionally however, they are intercepted by Spam filters and either deleted or moved and therefore the information is not received. We are not informed of this, and so are unable to follow up with people who have not been informed.
When an order is delayed, we endeavour to contact all our customer's to advise them of the situation, and are sorry that you did not receive this information. As a result of this issue, we have amended our procedures so that all UK customers who's orders will be delayed by more than 7 days will receive a phone call and an E-mail to advise them of the delay. We have also increased the frequency of which we check and update customers of overdue back orders.
We would like to apologise for the way you feel you were treated over the telephone. A note has been made and we will look at it at the next time we do performance reviews and recurrent training.