Following a purchase on Scubastore, I had some issues regarding the delivery of that package. After trying to contact the customer service or even the main phone number displayed on the website for at least 30 times witihin office hours I really thought that the place was closed down definitely.
After contacting by email, the replay delay was a bit erratic at the beginning of this issue then improved at the end to be very responsive as required due to the financial stake on my side. My order finally arrived and I am glad of this. I will continue to trust Scubastore for my future orders. However, there is definitely some things that can be improved to enhance customer satisfaction and the reliability of the shipping department :
- For the customer care, please provide another phone number or put someone behind the phone line dedicated to customers abroad. It is very frustrating to spend your time and money waiting on the phone for nothing. For the email, please avoid the "no reply" type email adresses becasue the customer really expect a 2-way communication. It is only after the problems got worse that someone from customer service handled my case with its real identity but I felt it was quite late.
- For the shipping department, please collect some kind of receipt from DHL when they pick up packages. In my case, this has not been done and DHL just lost the package without updating the status as "picked up" leading to misinformation. In this case, there is no way to know who is responsable for it and everyone is blaming the other side putting the customer into a real maze.
Also for the packaging, I think it should be better to enclose the order rising a sizeable amount of money into a real cardboard box instead of a soft and light plastic bag. In some foreign countries, the handling of some goods can be a bit rough and damage can occur easily...
- Finally, for the website and its content, the FAQ is good so as the choice. However there are definitely some mistakes regarding some articles such as some light markers nammed as light strobes which is completely different. By the way, this category (dive lights) should be a bit more structured an reorganised because it is a bit messy. It could be a good thing to add a webpage or to include at the end of each item, a link to the website of the manufacturer for more details if the information is scarce.
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