So disappointed with the customer service I felt compelled to make a complaint directly to the company. See extract below.
I am surprised to receive this response from you for the following reasons.
Firstly the high traffic to your website although was an exceptionally naive mistake to make, considering the marketing you afforded your promotion, was essentially not a conscious decision on your part therefore although foolish many can understand why it happened.
However what followed was a serious lack of communication and poor management. It would seem many people wasted an incredible amount of time not knowing what was happening. Rather than rectify this situation you chose to prolong it by extending your sale but offering no assistance to those you requested it. You had ample of opportunity to inform your potential clients of the situation but you chose not too. For those that actually managed to get as far as having a dress in their basket and submitting their order when again the system crashed, decided to contact your office to discuss the matter. Like me, many were told that the order would be honoured if the dress was in your basket. As you very well know I, along with many others had a dress in my basket which remained in there for the rest of the day. This was evident from logging back into to the website later the same day.
What is surprising with this scenario is that your staff, representatives of the Goddiva Ltd and therefore authorised by Goddiva Ltd, advised me to send an email with all the details and if the dress was in the basket the sale would be honoured. The email I received in response to completing your instructions clearly states that you are not going to honour anything. Once again you have wasted my time, misrepresented yourself and your management has made the dishonourable decision in a very unprofessional manner.
I hope you fully understand that it is not the inadequate capability of your website to deal with the high volume of traffic from your 3p sale that you should be held accountable for, but for your actions on how you conducted yourself during the sale period and your conscionable actions after the event.
Please ensure this email reaches the management team as I believe on reflection of the whole event those in authority managed poorly and clearly extensive training is required in order to rebuild the reputation of Goddiva Ltd and deal with the repercussions.
I am disappointed your staff wasted my time and will always remember the underhanded and unprofessional way in which you dealt with my query.
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