Tim Evans´ profile

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Clunky website, messed up delivery... but they came good in the end

I ordered some products for an Australian Day party I was holding on Saturday, January 26th.

First of all, the shopping experience - well, it is hardly a premium website. It's clunky, with low-quality images and the navigation is woeful. It looks and feels like it was built in 1998. The internet has moved on guys, come on! (I work in webstore and e-tail site configuration, so I know what I am talking about)

I ordered my items on Wednesday and paid a premium for the clearly indicated 'Two-Day Courier Delivery', knowing that I would not be home on Thursday but would be home on Friday. I also left very clear instructions for what to do if I was not at home.

I came home late on Thursday and didn't see the dreaded 'Sorry we missed you' courier notice until late Friday morning. Furious, I immediately phone the courier (FedEx) who only offered me a 60 mile round trip to their depot to collect my parcel myself, or await delivery on Monday, since I had missed delivery for Friday. Why was the parcel not left on my door, as I instructed? "We didn't see the instruction on the paperwork" came the reply.

I phoned Partyrama and asked why my items were delivered within 1 day when I asked for a 2-day delivery, and why were they not left when I gave specific instructions on my order? I was told that the "Two-Day Delivery" means within two days. Funny, the website does not indicate this.

The agent offered to a replacement order if I paid the £13 Saturday delivery fee. To be fair, after I pointed out the mess was their doing, not mine, so they ultimately waived the fee and arranged delivery of a new order on Saturday, thus saving my party.

But my point remains: if their website was clearer, and their IT systems were better, this mess would never have happened in the first place.


Super! Super Service, Super Products!

Items were delivered very quickly; we had a problem with one handle and it was replaced instantly with no quibbles. Cannot ask for more than that, our kitchen transformation is complete!

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Tim Evans
United Kingdom