I worry about the future of British Customer Service. Our recent experience, one would hope, is unusual, but if we are not to complain and huff-and-puff how will things get any better ?
All the following have happened during the last 6 weeks.
No.1 Two identical curtain poles bought from Laura Ashley –
One was correct and one wasn’t. I contacted Customer Service to be told they would collect the incorrect one the following day and then replace with the correct pole. Nothing happened. I visited the local store 5 days later and luckily managed an exchange. Customer Service Points ; 5/10 (only rescued by the very helpful lady in the store).
No. 2 Standard Lamp bought from John Lewis –
Didn’t work. Electrical items have to be tested by law before they can be sold, don’t they ?
Swapped after a return trip to the store. Customer Service Points; 5/10 (could be better if they’d offered to pay my petrol ! )
No. 3 Clothing Items bought online from M&S, paid extra for next day delivery –
No delivery. On chasing with customer service line told that they had been sent to the wrong despatch depot by mistake. Would not be delivered on time. Delivery charge refunded – still awaiting delivery. Customer Service Points; 4/10 (because the girl on the customer service line was helpful but apologetic).
No. 4 Kitchen Mixer Tap bought online from Pioneer Bathrooms –
Okay, we bought the wrong one by mistake. Contacted Pioneer for return and told that to return would cost £25 (the carrier charge, I guess). Oh well, okay. “Carrier will be in touch in the 24 hours to arrange collection at your convenience, sir.” Silence. Customer Service Points; 5/10 (I can’t hang around waiting for a carrier to call but the product was delivered on time, if over-packaged).
I have named the companies involved specifically because I’m getting to the point where if we don’t complain, and who wants to be a serial complainer, we’re just going to have put up with this crap.
(Mr. Glasbergen has a good line in customer service cartoons.)
So, line up with me folks, if we get crap service – complain like hell.
Likewise, if we get great service – trumpet it………… I’m still waiting.
Update: Pioneer Bathrooms have now come through and sorted it.