Having read some negative reviews I was a little nervous to place what I consider to be an expensive order (referring to my budget, not the price of the product). I took advantage of the offer of free delivery when spending over £40, placed the order on Monday evening and it was delivered on the Friday.
The only negative is that the packaging was slightly damaged with a couple of small holes in the external packaging.
Ordered a pair of jeans online and chose standard delivery (3-4 working days) I ordered on a Wednesday evening so expected delivery around Monday / Tuesday the following week and as I had that week off work I chose for delivery to go to my home address.
On that Saturday morning I tracked the delivery just by chance and saw my parcel was out for delivery! I decided to stay in all day and wait. Nothing arrived! No calling card was left. I checked the tracking again and to my surprise it showed it had been delivered at 1pm and signed for by me!!!
I emailed Yodel and they replied the following day (to my surprise they were replying to emails on a Sunday) saying that if I hadn't received the parcel I would have to speak to the sender :( I emailed SD Sunday lunchtime and was expecting an auto-reply advising how many days to wait for a reply but I got nothing. I emailed again on Tuesday and got nothing. On the Thursday I was so fed up I wanted to call them although there was no phone number on their website (very odd!!) I found a number from a Google search, called and was in a queue for 10 minutes, then spoke to a lady who did not once apologise, did not seem bothered by my situation at all, she explained they take approx 5 days to look at email and there is no auto reply advising this because customers used to reply to the auto reply email which was a no-reply email. She said she would contact the courier and get back to me, she didn't even ask for my phone number or email address, I had to prompt her to check these with me!
No sooner had I put down the phone did I get an email from her asking me to print off a form, sign it to say I had not received the parcel and scan or post it back within 2 working days! She didn't mention to me on the phone that I would have to do this and I have no printer or scanner! The following day I was going to London for the day and Monday I had to be back at work so I had to get ready there and then and go to the local library to print, sign and scan the form and email it back to her!
This was 9 days ago and I still haven't had a phone call or email from an actual person explaining what was being done!
What I did get was an auto email telling me that a parcel has been shipped - but to the same address which was a problem as I was now back at work! Tuesday I had a calling card (yippee, they found the right house this time!), called the number and although my work is only 3 miles from my home the courier says she doesnt deliver that far away, so I had to ask my Landlord to accept the parcel which he kindly did.
I collected the parcel yesterday morning and THEY HAVE SENT ME THE WRONG SIZE!!!! I ordered american size 6R and they sent me 2S, they are far too small :(
I emailed them again yesterday but of course, I am still waiting for a reply!!!
(P.S. I have worked in customer services for 15 years and in my third email to SD I told them I would not yet write a bad review as they still had chance to resolve the situation to my satisfaction but as they could not be bothered to type a reply to any of my emails I thought now is a good time to write that afore-mentioned review!)
EDIT: I have just sent this to Watchdog!!!
Connect with Facebook to get one click access to Trustpilot. It's easier.Sign up with Facebook
You were not logged in with the entered details. Please try again.
Hi there, it looks like we're having trouble getting you logged in.
No worries though, our friendly support team will help get you back up and running as usual. Just get in touch.
Hi there, it looks like you still haven't activated your account.
No worries though, it's easy-- check your inbox for the email we just sent you, and click on the link.