A few weeks ago, I blogged about customer service in the UK and some missing deliveries. I don't want to bad-mouth companies, so I'll keep the names out of this.
For Company 1, part of my order arrived and part did not. They were shipped separately. I called Company 1's customer service line four times. They did not answer once, disconnecting the call after I had been waiting on hold for ten minutes. I sent an email. I got an automated response informing me that they would respond in five days. Finally, I tried to call one more time. After waiting on hold for EIGHT minutes, I finally got a person. I waited on hold repeatedly throughout the call as he waited for his manager. Finally, after a SEVENTEEN minute call, they agreed to refund me for my missing item. Ironically, the item cost me £2.50. The call cost me £0.85. Sigh. It was the principle of the issue!
I called the second company the same day. They were much faster to answer their phones, and much more helpful. They apologized and said they would resend my delivery, sending it next day shipping. The next day, I knew Joanne would be home all day, which was wonderful because that meant someone would be home to sign for it. From work, I checked online and it said it was delivered at 10:30 am. Yes!
I got home that night and asked Joanne about it. She looked confused and told me no one had been here to deliver a package. By this point, I had had enough. I called Customer Service again. Explained again. Got transferred to someone else. Explained again. Everyone was very helpful and sympathetic. Apparently, the delivery company left it on my porch. The problem is, I don't have a porch. The customer service person put me on hold while they spoke with their manager. When he came back on the line, he explained that they cannot re-deliver a re-delivery order, and my options were a refund or else I could collect it one of their stores in five days time. I went for the refund.
Three days later, my account was refunded. The same day, I heard a knock at the door. I opened the door to a complete stranger. He introduced himself as living at Number 8 on a different street. My parcel had been delivered to his address, but he was away on holiday, so his neighbor signed for it. When he returned, she gave it to him. He then brought it to me. It was one of the two orders that had been delivered from Company 2.
Great. Now I had a refund AND my original order. An order for which I now hadn't paid.
I was not feeling very Christmas-y at this point. In fact, I think I might have looked like the Grinch. I put the box in a bag to make it easier to carry, and got a bus to the nearest store for Company 2. Once there, I queued with the other Christmas shoppers. One gentleman at the till was a manger. Of course, the girl who wasn't a manager beckoned me over first. I told her, "You might want me to just wait for your manager."
He came over. I handed him the box and explained my dilemma. I told him, I didn't want to send it back by their usual return service because I don't want to be reimbursed a second time by accident, so I chose their return to store option.
He looked confused. "So, you need to be reimbursed?"
"NO! I don't want to be! I already have been!"
"You don't want these purchases?"
"NO! I haven't paid for them anymore. I've already been reimbursed for them! I brought it here because I don't need to be reimbursed but I can't keep them either, because now, I technically haven't paid for them."
He still looked confused. "Ok. I'll send them back to the store. It was very...nice....of you to bring them back. Thank you." He looked like he wasn't sure if I was really honest or if he should be calling security to take the crazy lady away from his store.
I thanked him for his help and walked away. I only hope the parcel from the second time they delivered my order doesn't show up as well. I have no idea where it is and right now, I don't want to make a second trip back to Company 2!
Last night, Company 2's delivery company rang my bell. They asked if I could sign for a delivery for my neighbor. It is a rather sizable box. I said, "Yes, is it for Number 6?"
"No, Number 2."
I thought, Eh, ok, it's still just three houses down from me. I can walk it down to them tomorrow if they don't come to collect it. I signed for it, said goodnight, and they went on their way.
I looked at the huge box after I carried it into my hallway. I wanted to beat my head against a wall. It is for Number 2, but Number 2 for a different address!!!! Fortunately, it's across the street and further down, still not too far away, but it is a completely different post code!
For once in my life, I'm regretting that online shopping is so popular. Maybe we should all just have to go to the stores and carry our purchases home ourselves. Now if you will excuse me, I need to go take someone else's shopping to their door. I really hope they are home and that this trip isn't in vain.
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