Extremely poor customer service.
Extremely poor customer service.
I cannot reccomend this company at all. I had accidentally pressed a wrong e-mail when I tried to place an order, resulting in me not receiving a confirmation email. I immediately called their customer service to figure out what had gone wrong. They looked up my e-mail (or the one I thought I had given at least), my name and the shipping adress and could not find anything (so they said). I also checked if the money had been withdrawn from my account, which it - at the time hadn't. I then talked to customer service through their chat program and explained that I would place a new order, but specifically asked for them to pay attention if two orders all of a sudden appeared as I wanted to avoid a double shipment/double payment. They assured me that they would cancel one of the orders, if it turned out to be the case that the first one would go through after all. I asked for this twice in the chat and they confirmed both times.
About a week later the shipment arrived, and of course there was double up on everything. I then called customer service, believing that this would be no problem, seeing as I - in writing - had an agreement with them that one could be cancelled. Here however, I was met with an employee who seemed offended that I would even suggest such a thing, and was told things like "I did everything I could, but it's not my fault that you entered a wrong e-mail" and "Of course I cannot offer to take things back for free - this shipment has been very expensive for us" and when I complained that she could have looked for the content of the order when I called in (seeing as she for some reason couldn't find it neither through my name nor the shipping address) "We ship to all of Europe, I really can't keep track of all our orders".
I even tested and the e-mail I had accidentally entered doesn't exist and bounces when you try to reach it. She also admitted that she couldn't even find the order in the system, but that it had somehow generated a shipment anyway. What is really weird is, when I received the shipment, the order note that followed belonged to the first and wrong order (the one to the non-existent e-mail) and there was no order note for the second and right order? So a double shipment (delivered in together at the same time) to the samme adress... but only one order note.
The employee made it very clear that it would not be possible for us to return the excess order, unless we payed for everything ourselves which "would be very expensive". When I then asked for a new order note and a price of what a return would cost us, I received only the order note and am yet a day later - to recieve a price for the return.
We have decided not to take our chances with returning the products - we simply have zero faith in this company now and can see that we are not the only ones.
Not only is it a clear breach of a written agreement - I litterally have the agreement in black and white. It is also extremely poor customer service.
I know I made a mistake by typing the wrong email (which the employee made sure to let me know several times), but I did phone them immediately to try an correct it. As a customer I feel like I couldn't have done more: I tried to correct the mistake, I asked them to please be attentive to a potential similar order and I made sure to get the agreement in writing.
It just cannot be true that they could not look up the order in other ways than through the e-mail - I had (in both orders) after all given up the same name and same adress. It feels like they deliberately took advantage of my mistake in order to sell more products. Also it seems to me that they have a problem with their system, if it will happily allow for an order to go through to a non-existent email address?
It was a really unpleasant conversation to have. It felt like the customer service employee took my complaint very personal, even though I never raised my voice, or called any one names or said anything unplesant.
Finally, a lot of the products didn't live up to our expectations: half of the white board markers we had orders had dried out and the magnetic pen holders we had bought for the boards couldn't hold their own weight - not even when not containing any pens at all.
Just simply a really bad experience.
3 July 2020
Unprompted review
