I ordered 22 gifts (80% of my Christmas shopping) from an established online retailer, iwantoneofthose.com for £163.95 on 24th November. I made the payment immediately after via Paypal. I only chose items that were labelled ‘in stock’ on the website, which also says that the items usually dispatch within 24 hours and there’s 3-5 working days delivery. The reason why I ordered the gifts so early is because I was supposed to give the majority of the gifts to their recipients 8th December, this Friday.
9 days after I made the order (3rd Dec), I wrote on the company’s Facebook page to enquire about the status of the order. They said they’d look into it. 8 hours later I received the following via their customer service portal (not publically): “your order has not been dispatched as it has become stuck in a fault on our system. I have checked the stock of this item, and it is available. To resolve this problem I must manually get this item pushed through the system, however this may take up to a week. Please advise if you would still like to receive this item.”
I called the customer service the next morning (4th Dec) and immediately asked to talk to a supervisor. She was quite unhelpful at the beginning (“we are sorry for the inconvenience”) but 15 minutes and the level of my frustration convinced her to offer that she’ll push through the order right away and send the items via next day delivery service free of charge. I agreed however told her that if the gifts don’t arrive by Friday, 8th Dec, I’ll cancel the order and will demand additional compensation.
The same person called me 2 hours later saying that none of the items that I ordered are in stock anymore therefore they are unable to fulfil the order. She even when as far as asking whether I want to get the order once the items become available again (?!?!?). I expressed my disappointment and frustration with their company. Her resolution was “I have escalated this to our Customer Relations Team and investigations are underway. Please allow 2 working days for us to investigate and get back in touch with you”.
Conclusion: I have 3 days to buy gifts for 22 people and no money to do so as I won’t get the refund before Friday.
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