I placed an order on the Click & Collect website. On the order is completed page it said that the order is expected to be at the store the following Friday. So I went to the store on the Friday, the sales assistant couldn't find my order. She said that you're meant to receive an email stating the items were at the store and they may be delayed because of the snow. I explained I saw the delivery date on my account page for today. I didn't argue as I could see she couldn't do much. Ok right, I left and thought I would wait. Another 2 weeks went by, at which point I was fed up, I hadn't heard anything from customer service so I sent off an email explaining my frustration and that I had ordered the dress for an occasion and the lack of customer service or contact was disappointing. I didn't receive a human reply just a generic email saying I cant change or cancel the order and I'd have to collect then return the item if I wanted a refund. Right, so I thought I would forget about it till I received an email saying it was delivered. 2 weeks ago I checked and they said the order was dispatched to the store. I went down to Newlook in Hitchin for a second time....no order! I asked the sales assistant to find out what's going on. She went off out the back for 20 mins, I said to the other girl I have to leave and to call me with an outcome. She called me an hour later and said it had been very difficult to track my order down and that she thinks it may be lost with a few other orders that were returned from the store accidentally. She told me they had cancelled the order and are sending me a discount on another order. I said I didn't want the order cancelled! I explained its not her fault but the experience I have had so far has been rubbish. The issue was left like that. The reason why I am writing this 5 weeks after I placed the order, is because I just received an email, another generic one, stating that 'Thank you for shopping with us. Unfortunately, the items you ordered are out of stock. You have not been charged for this order'. So in all, I've received 3 excuses, snow, lost order and now out of stock. I haven't had any call or personalised email in any attempt to make amends for poor service. And after all that I didn't even receive the order! It seems time and money have not been invested in their customer service and it's not very important to them. In this day of age generic automated emails do not resolve customer complaints. I'm sure I wont be wasting my time or money in ordering again in the risk that this performance is repeated! Why should I spend my money on a company who has totally disregard for their customers satisfaction? Regards, ex Newlook shopper.
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