Four customer services advisors, three managers, one senior manager, eight phone calls and two hours of my life wasted trying to sort out an order that they messed up. 36 bottles of wine ordered and an email to say 24 are being refunded due to a warehouse problem. Re-order was wrong, delivery time could not be met, over charged and worse still have to wait 3-5 days for a refund. Level of incompetence of the customer services staff is unbelievable. Keep away. Will stick to Ocado in the future.
Faster and cheaper than the competition. No complaints here :)
Have ordered from these on several occasions and have never had a problem. Item always arrives quickly and the cost is always considerably less than anywhere else. Would certainly recommend.
First time I have ordered anything from this company and I can fault the service. Ordered yesterday and parcel arrived today! During Christmas holidays too!
A range of good offers and items were just as expected. No issues at all - would certainly use again.
Ordered a woodburner and received confirmation that it would be dispatched within 5-7 days. Goods were not received as advised (lie no.1) and had to call to chase. Was told someone would call back and they didn't (lie no. 2). Called again to be told that item was no longer in stock and would take a minimum of two more weeks to arrive, have a decorator booked before then so this new delivery date was no good (it had already been 16 days since order was placed).
Asked to cancel the order and was told it could only be done in writing. After some discussion was told that I could do this by e-mail, which I did. Spoke with the first customer services person who told me she would personally ensure that refund was done the following morning (lie no. 3). Money was not refunded. Called again and spoke to a second advisor who told me it would be done that afternoon (lie no. 4). Still no money. Eventually spoke to the manager who told me that there was no-one at their company able to action the refund and it would have to wait another day (this is obviously a standard response as this excuse had already been used by the first advisor on the previous day)- possibly lie no. 5.
Was eventually told by the manager that according to their Terms and Conditions they do not have to refund the money for 28 days - how can they legally hold on to someone's money for this long after a cancellation for non-delivery of goods?
Without the refund I cannot pay for an alternative and will have to cancel the decorator who has been booked for over a month. Room will now not be ready by Christmas. The general service and customer service is disgaceful and I would not recommend them to anyone. They apologised for the delivery delay but at no point apologised for not refunding the money as promised. Manager seemed indifferent to the fact that his staff were promising refunds that they were not following through. Unsatisfactory response from someone in charge.
p.s. still waiting for my refund
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