Disgusting customer service

<p>I am absolutely disgusted at the customer service levels which I have received.</p> <p>I made an order last Sunday on the adidas online store, and the expected delivery time was communicated (through website information and order page) as 3-5 business days. This would mean Wednesday the earliest and Friday the latest.</p> <p>When I called today (Friday) to enquire about my delivery status I was told that it will only arrive on Monday.</p> <p>I spoke to Nandile to help sort out my query.</p> <p>I was told that this isn't late, one day is a processing day and the 5 count starts on the second day. This would be fine if that is what was stated on the website and communicated, but it was not.</p> <p>I was then told that common sense would tell me that there is a processing day. This is such a disrespectful attitude, and even if it was common knowledge, how would I know that that processing day is not included in the 3-5 days.<br /> In fact, other delivery types ( 2 day express delivery for example) states that orders need to be placed before 16:00 on a weekday, yet standard delivery does not state this. So common sense would dictate that it isn't stated in standard delivery, but is explicitly stated in others, because it doesn't apply to standard delivery. (Why explicitly stated in others otherwise?).<br />So I did not appreciate such an unfounded insult to my intelligence.</p> <p>She then says that it was communicated to me on the order page and emailed to me, which it was not. I went through the purchase process again and got to the order page where I put my address, my card details and choose delivery type. It shows as "standard delivery (3-5 business days)". I also sent the email telling me that my order was sent to the courier where it did not give me a date of delivery (Nandile requested this). Nandile then told me that this is an IT issue and sent the case through to them because the delivery dates should be stated.</p> <p>Again, this is fine. But it still doesn't help with my problem. So I asked what are we going to do to get my order delivered timeously.</p> <p>The order is only arriving tomorrow (but definitely tomorrow) so impossible to be delivered today.</p> <p>So asked if it could be delivered this weekend. Surely by the end of Sunday, the latest, as it is definitely coming some time tomorrow. She says it can't be because the drivers don't work on weekends.</p> <p>So I asked if drivers can be made available for this delivery seeing as the error was on their side.</p> <p>She then tells me that adidas is not wrong and it was always supposed to be delivered on Monday. Even though she admitted that that was not the information communicated to me and it was an "IT error". An attitude of, we will not accept responsibly even though we were in the wrong.</p> <p>So the conversation moves to me me asking why aren't any drivers available (she says it's impossible to get the delivery because if this). After a whole lot if vague responses of, "it's impossible", "no drivers available", I pushed and asked why? She said they don't work on weekends. So I asked why can't one driver be made available on this weekend to make this delivery seeing as it is a special case with adidas in the wrong.</p> <p>The response I receive is, "because it doesn't make business sense". That's a very telling statement.</p> <p>It's a message of, you as the customer can be inconvenienced, you as the customer can move your schedule around to be available to collect, you as the customer can take days off work, but we as adidas can't go an inch extra, can't spend a cent more. Even if it is to correct an error that adidas has my.</p> <p>It is perfectly fine for the customer to have time an money losses but adidas aren't willing to make it right. I guess once payment is made adidas doesn't care about after sales service delivery.</p> <p>I was also told that nobody on adidas side can pick it up from the courier and deliver it because they don't know what time it's arriving so they would have to wait for the courier to let them know it's arrived. So again, it's fine for the customer to wait around and be inconvenienced by an adidas error but adidas can't make any effort. And this is for delivery on the weekend which would still be late and doesn't prevent the inconvenience caused, yet it's still too much to ask.</p> <p>The attitude of Nandile and the customer service culture of adidas is absolutely disgusting. Not willing to accept responsibility on errors made and not willing to make any effort to rectify said mistake.</p> <p>It seems adidas just cares about making a sale and collecting the money. No consideration about the customer at all.</p> <p>This is the first time I've ordered products off the online store and I doubt I will use this feature again. Which is unfortunate as this should be a convenient way to buy products as well as find products you can't find in-store.</p> <p>But this is just totally unacceptable.<br />Concessions can be made on an error or misunderstanding, but it's the attitude and culture which says a lot. Adidas clearly doesn't care about "*****ing over" the customer.</p> <p>A VERY unhappy customer</p>