Terrible Service, No Communication, Cancelled Order, Hung Up Phone.
Ordered via the website, got instant mail saying Order Received, then another saying Order Completed early the next morning. After 3 more days and not hearing anything I rang the number on the website. Was told that it was in hand and should be dispatched the next day and I would get another email.
Around 3.30 the next day and having still heard nothing, I again telephoned. It was answered by Louise who I had spoken to the previous day. I was told I should have had an email telling me it was dispatched. I hadn't had anything so asked if it could be looked into. A few seconds later I was told that the system had not had an email alert turned on for this sale, hence no mail.
I was slightly irked at being treated like I should be more patient and said I was not happy due to no info coming to me 4 days after ordering, the delivery page on the website now saying "page not found" and a general lack of interest in my purchase.
Well, this is where Louise exploded saying that I was rude, ignorant etc. She told me that now going to cancel the purchase, I questioned that how can she do that if now dispatched. I was told that it doesn't get sent until tonight, she would personally contact the supplier to make sure it didn't get dispatched, that I should now "go to Halfords" to get what I want and hung up the phone!!!
Fantastic service from somebody supposed to deal with queries! She is quite obviously not cut out for a customer service role.
I then received a mail saying Your Order has been Cancelled, but no mention of getting my money back.
So, here I am on Trust Pilot, a cancelled order and no sign of my money.......
Avoid Avoid Avoid
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Further to Reply:-
Thank you for getting back so quickly (shame you didn't after hanging up the phone!), however, you have tried to bend the truth quite substantially......
"on Wednesday when the helmet was dispatched", ???? how did you send the helmet Wednesday? I rang on Thursday and the Friday, as I'm sure Wednesday still comes before them how come you didn't tell me that then?!
"It would have been with you today, but we've cancelled the order, cancelled the delivery and refunded you as requested", So it would have been with me on Friday? Less than 12 hours after telling me you were going to cancel it as it hadn't been sent yet? Also, I have NEVER asked for it be cancelled or requested a refund, YOU cancelled the order in a fit of rage because you didn't like it when I told you politely but firmly that the service you were giving was extremely poor. Funny how there was no mention of a refund when you were slamming down the phone, i got it later the next day, only after I actioned a PayPal dispute and left a review on this site. If I hadn't done those things you and I both know I would be still without my monies.
"We always aim to make sure orders are with customers within 3-4 working days of ordering and in this would have happened in your case",
really? I think you will find that Monday (order completed) to delivery in you eyes on Friday (although you said maybe Monday) = 5/8 days depending, not the 3/4 days you have written.
Funny there is nothing mentioned about the flippant comment of "go to Halfords" ! So your not denying it then? Is this how you speak to all your customers?
And as for the outrageous lie of me shouting at the ineffective Louise, she knows and I know that I never raised my voice once. Pity that you don't record the calls, then we would all have the truth and expose who is being less that honest. It is a cowardly lie to say I did, obviously to try and hit back at my fair but strong review of your staff member. It is probably her that has written the response, i'm sure that your employers must be over the moon that the 1st review of their company on here is a very critical one, and that their employee lies to try and justify their inadequacies as customer facing staff.
Sad when a customer and a company loses out on purchases/sales because a staff member is unable to do the role that she is paid for.
Reply from Flidistribution
Good Morning.
Sorry to hear you were not happy with the service. You ordered on a Sunday and we're not open on Sundays. So Monday morning the order was marked as completed. We do not sell to the public direct, so all orders are allocated to dealers who ship products. This process can take 24 hours and I'm sorry you were not sent the tracking numbers, there appears to have been a missing email that should have been sent, on Wednesday when the helmet was dispatched. It would have been with you today, but we've cancelled the order, cancelled the delivery and refunded you as requested.
Please do not shout at customer service staff over the phone, this will not get you better or faster service, and this is the reason your order was cancelled, and refunded.
We always aim to make sure orders are with customers within 3-4 working days of ordering and in this would have happened in your case.