Your have professionally demonstrated to be incapable to match user expectations.
I booked a parcel collection on Sunday the 28th of July. Everything has been confirmed and the money have been collected from the credit card.
On the collection date, Friday the 2nd at 13:00 I phone to know where the courier is, and they say they can't tell as the collection window is from 9am to 6pm ... (right because I don't have anything else to do during the day, nor the person that is waiting at home ... yeah you are the only person you are working I know... we just waste our time waiting for the courier to come).
At 14:00 they phone me and leave me a message saying that unfortunately the courier phoned them saying it couldn't go ... we need to rearrange.
I phone back for getting clarifications, and they say they don't know anything about it and they will let me know.
After 1 hour, at 16:04 I wasn't still in the position to know
a) whether they were coming, most probably not
b) the reason why they are not coming, they have had 5 working days to arrange the collection (not 5 minutes)
c) when they are pleased to come and pick my parcel
AND THE WORSE THING IS
a) I have already paid for a service that so far is a fail
b) They have rescheduled the pickup for Monday, but I haven't been told at what time they will come to pick the parcel up ... because again the time frame was so huge that somebody else will have to stay at home waiting for a courier schedule that cannot be revealed in advance so to minimise customer's disease.
AH YES ... I forgot to say that I'M the customer ... the courier is not.
Today, it's Monday and guess what. My wife phoned again to check at what time the courier is coming. ParcelHero confirmed nobody will come because the pickup has not been scheduled.
#fail #rubbish #notusingyouagain #parcelhero
UPDATE 06/08/2013: After this complain went live, a person got in touch with my wife and a new fast collection has been arranged with a second courier.
So far the parcels are at Heathrow waiting to fly to Italy.
Will update again the review to let everybody knows what the situation looks like.
UPDATE 09/08/2013: Parcel have arrived to destination in a decent time. I'm now happy.
I would recommend the guy to pay more attention to their customer, as they should be treated fairly. If a courier miss the pickup for some reason, both email and telephone phone call should be used.
In my circumstance, even though I have received a phone call no email have been sent. Even though the person rebooked on the phone, no email with the new date has been sent. It's of primarily importance to leave proof of what the agreements are.
I'm terribly disappointed from my first Wayfair experience as the order I received today is a pure disaster.
Let's start with a phone call from their help desk on Thursday the 25th in which their operator was checking the finishing of the desk and the bedside table as the details weren't for some reasons appearing in the order.
I confirmed the entire bedroom to be shipped in white and pink finish; the operator acknowledged the fact stating that it was clear from the bed and the wardrobe but her phone call was just to double check the selection.
Today the 29th of October we have received the packages. Parts of the packets were visibly damaged and as a result of this the most important part of the order, the mirrored door of the wardrobe is broken. The glass is cracked and a lot of piece are missing (perhaps lost in the tiny cardboard that is wrapping the item). No protective film was layering the mirror. Even Ikea that is renowned for their cheap stuff are used to wrap their glasses with such a protective layer.
For what I can see the mirrored door was exposing the mirror on the external side, thus making the glass easy to be broken because everything could bump into the external part of the packet during the storaging or loading/unloading operation.
As the total assembling process will require some time, I decided to give the easiest thing a go. So I unpacked the bedside table with a surprise: the finishing is white and taupe rather than white and pink ordered. Very frustrating indeed.
Because of the total discomfort, I decided to have a look at the desk ... same wrong finish.
Carrying on with the check, it looks the bed is fine at least, but what about the mattress support? How can the mattress be supported without wood slates or a metal midbeam?
I can't imagine the mattress to fly!!
On the order page anything was stated on this regard, so I assume the bed to come with everything except the mattress which clearly is not part of the order.
So in the end, out of 4 items, all of them are either wrong or broken which means I can't use at all.
I have already submitted a replacement order, but considering the situation I will be more than happy they to come and take everything away providing me with a full refund, which should include also the expense I imagine I have to pay for the courier to come here and take the items back.
The funny thing is that I decided to go for Wayfair as reading the review of another online shop, the latter was having wrong commentaries and reviews. So we decided to pay £40 more to be sure of a "proper" service. What a shame!!!
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