Shopping for clothes online is normally a nightmare but Freemans are great. I've had to return items before and they've improved the system so that it's free to take it to the post office so no waiting in for collections or leaving it in insecure places/with neighbours etc when you're at work. The delivery is quick and the quality is really good. It can be a bit pricey and they do charge for delivery but overall, I really like them. On the odd occasion I've had to contact them they've been good.
I have shopped with Hotel Chocolat quite often as my dearly beloved is a chocoholic and they've never failed me before, however this time there were some issues. My order got lost twice but when I rang the representatives at the service centre they were polite, clearly told me what my options were, rang me regularly to ensure I was up to date with what was happening and thankfully my order arrived in time though I did have to change some pieces which were upgraded free of charge for the inconvenience. When the order did arrive it was well packaged and came with an accompanying apology card! This is how customer service should be.
I've just been laughed at by a 'representative' of Charlies for not being happy that they haven't sent my order out and I therefore won't be getting my presents for my family in time for Christmas. Terrible service and I'm disgusted.
I did not get angry or shout, I calmly asked for ESTIMATED dates when I COULD expect the delivery and got met with evasive, defensive comments which frequently interrupted me. I actually had to ask the 'representative' to calm down!
There were lots of apologies but no real attempt to make me feel that they would try to help, no mention was made about my options (refund, delayed delivery, compensation, pick up in-store etc etc) and the call was ended very discourteously. I'm never shopping here again.
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