Martin´s profile

Reviews (7)

ProSwimwear Ltd

sketchy...

First stage, easy... nice website, nice search functions, etc.
Ordering - easy. Everything looked fine, all in stock... Except it wasn't.
One item was in backorder, apparently, but no notice from Proswimwear. Had to contact them myself and ask about new delivery date, and let them know I actually wanted the last item. Was led to believe it would be sent in a few days.
Two weeks later, still nothing. No news, no email, item figured - on first look - as in stock. Opened a second ticket on this issue... which a couple of days later was... wait for it... no, wrong, it was NOT resolved, but simply deleted! Again, no contact from customer service.
Contacted proswimwear by email this time asking two things - missing item, and deleted ticket. No answer!
Opened the chat function and got "person1" on the line... that wasn't very helpful. Seemingly he couldn't really give a damn about the issue. Was forwarded to "person2", who explained the item was STILL in backorder, now more than two weeks later. A little nudging and she actually asked if she should look for another, similar item (other colour). Something I expect would be one of the first things customer service would do in these cases, but maybe I'm just expecting too much... Either way, we found a solution - same item, different colour; sent, received, kid happy.
WHY, oh WHY did it take this bloody long for you to figure out an alternative? Why, did you not try on your own accord to resolve this issue? It would have been so easy and you would not have let a customer down. It's clearly stated in your terms & conditions that "we will contact you to either schedule a new delivery date or refund" - within five (5) working days! Not in practice, it seems...

Final thing... account still not credited with the full amount of points for the order placed... don't put in place a reward system if you can't manage it properly. Looks unprofessional!

------

Dear Michal,
have to appreciate you take the time to respond. But, your recollection of this is factually wrong on so many points, it's actually a bit sad. I can acknowledge you may try hard, that you may be busy and that there may be hiccups from time to time. But at least try and be totally honest about the mistakes made and respond accordingly.

No, the Arena Snorkel (lime) did NOT show up as out of stock when I ordered Sunday afternoon, 16 Feb. It did not show up as out of stock in my order confirmation either. It was not marked as out of stock on my shipment confirmation - in fact, it was not there at all, and no action on your behalf was made to inform me at that point whatsoever.
Yes, you did respond to my first ticket created. In a way so that I either had to create a new ticket or call you to agree at that point to wait for the arrival of the snorkel ("by the end of this week / early next week") - this response was a Thursday, by the way. So I called you and was ensured it would arrive and be shipped latest Monday...
After waiting a few more days, 28 Feb I created another ticket asking specifically about the shipment of the remaining item in the order (the snorkel). I heard absolutely nothing from you. The ticket was deleted! Do you think I'm making this up? Then check you system again or contact me by email so I can forward the confirmations, screenshots, etc. directly to you.
On 4 March I contacted you by email asking a couple of things: why no reply, why the ticket was deleted and why I still had not received the remaining item. I heard - again - nothing!
On 6 March I contacted you by the chat function - account on this given above... let's just say I was - and still am - not too impressed...

Final note... still (25 March) have not been credited the full bonus points for the order... not that it matters as I'm probably not going to be a returning customer anyway...

25 March 2014

Reply from Proswimwear

Good morning, Mr Lehmann.

Many thanks for posting your comments on Trustpilot.

We pride ourselves on the high level of customer service we offer our customers and I am sorry that you feel we have disappointed you on this occasion.

Please be advised that when placing the order the system did in fact show the snorkel as being out of stock. This information did not show on the front page of the snorkel but in the cart after adding the snorkel in. I realise that this should ideally show on the front page but you have been fully informed about the stock before the payment was made.

During this time the website was undergoing many upgrades and we did struggle with responding to our customers within the expected timescales which is also the reason why you managed to contact us before we contacted you.

Furthermore please know that we have not deleted any unanswered ticket. This would be completely against our standards. All queries are responded to and until the issue is fully resolved the ticket is open.

I would also like to say that as you have originally ordered an Acid Lime snorkel (which is the only snorkel we have in this colour). Very often any suggestion of a change of snorkel or colour is not appreciated in those cases as the original choice made by the customer was made based on the colour. This is why for quite some time we did not offer an alternative colour. Another reason for that is the fact that we all thought that the snorkel will be available in a very short period of time. This is the information we were told by Arena and this information was later passed to you. I appreciate that you are frustrated as the delivery did not come in the expected time but we did work with you to resolve this and although it took a longer period of time.

With that said I can apologise that we have not been contacting you regularly regarding the out of stock item and that we have not offered an alternative item on the very beginning. As explained this happened because we thought the Acid Green snorkel will arrive earlier. I am happy to hear your child is happy with the black snorkel and I hope that next time the shopping experience will be better for you.

If you have any questions please feel free to contact me I look forward to hearing from you.

Kind regards,

Michal Gondolewski
ProSwimwear Ltd

Pulsure.dk

nemt og ligetil

... god pris og hurtig levering...

9games

Nemt og billigt

Nem og hurtig bestilling og forholdsvis hurtig mail levering... lidt irriterende, man kun kunne betale via paypal, men i bund og grund er det vel blot et spørgsmål om at vænne sig til det :-)

Fortjener virkelig fem stjerner!

Salgsbutikken.dk - Danmarks Mobiltelefon.dk

Tillidsvækkende

Fire stjerner (og en lille halv oveni)... den femte kan det ikke blive til, for telefonen bestilt over nettet kunne ikke leveres.
Til gengæld er det rart at blive kontaktet af butikken, få en ordentlig forklaring samt tilbudt et reelt og godt alternativ. At så pigebarnet (ja, mit altså - ikke butikkens :-)) ikke vil benytte tilbuddet er jo en anden sag, men sådan er det med pre-teen piger, tro jeg ;-)
God behandling, god service, og ganske tillidsvækkende - der vil jeg gerne handle igen!

TDC A/S

underlige breve fra TDC

Har i dag, lørdag 14. januar 2012, modtaget tre breve (alle dateret 12. januar) fra TDC med tre forskellige kundenumre. Alle breve omhandler tilmelding til email fremsendelse af ordrebekræftelser. I alle tre mails refereres til emailadressen mobiles@hotmail.dk. Det er
ikke en email, jeg kender til, lige så lidt som jeg kender til de tre kundenumre og eventuelle aftaler tilknyttet. Jeg er kun vidende om, at jeg har et kundenummer, hos TDC knyttet til et porteret telefonnummer (i gang).
Det er ikke ret betryggende at modtage disse breve - for det første er der i mit navn oprettet tre nye aftaler med tilknyttet kundenummer uden jeg på nogen måde har kendskab til, hvad disse aftaler omhandler. For det andet er aftalerne pludselig oprettet med en emailadresse, jeg ikke kender til (TDC har min emailadresse tilknyttet mobilaftalen.

Så, hvad i hede hule h....... er det, der foregår, TDC?


Opdateret 25. januar...
Har ikke hørt en lyd! Hverken fra Thomas Wandahl eller fra nogen andre i TDC. Det kan vel egentlig ikke undre, men hvorfor dog sige, man har en svartid på (lange) 4-6 dage, poste her på Trustpilot, og så her 7-11 dage senere er der ikke sket en skid!

Hold k... hvor er I ringe, TDC!

18 January 2012

Reply from TDC A/S

Hej Martin

Det lyder meget mærkeligt. Jeg beklager selvfølgelig, at du har modtaget disse breve.
Du må meget gerne sende mig en mail på thomaswandahl@tdc.dk, med information fra de breve du har modtaget, så skal jeg se om jeg kan finde fejlen.

Med venlig hilsen

Thomas Wandahl
Kundeservicechef

Callme

forvirrende og rodet

det var en noget blandet fornøjelse at handle hos callme. Telefonnummeret kunne ændres i følge hjemmesiden, men det viste sig ikke at kunne lade sig gøre - i hvert fald blev vi aldrig kontaktet af callme trods det jeg både mailede og ringede til dem. Der var desuden fejl i ordrebekræftelsen, så også det krævede en opfølgning... øv!
Hvorfor så ikke kun 1 stjerne - fordi det trods alt er hurtig levering, telefonen virker upåklageligt, og abonnementet er som bestilt...

19 August 2011

Reply from Call me

Hej Martin

Tak for din anmeldelse.

Det er vi rigtig kede af at høre - selvfølgelig skal vi svare på vores kunders henvendelser. Hvis du kan sende det nummer det omhandler, samt hvad du ønsker foretaget til trust@callme.dk, så vil jeg meget gerne kigge på sagen for dig :-)

Jeppe
Kundeservice

Philipson Wine

brok brok brok

... får I ikke herfra. PW, det virker altså! Nemt at bestille, nemt og forholdsvist billigt at få leveret, og til tiden og som aftalt... igen!

Stjernegodt!

Martin´s profile

profile image of Martin
Martin
Reviewer
Male, 1972
Aalborg, Denmark

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