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erik.scharberg erik.scharberg
1 reviews | Active since Jun 2017
15 Jan 2019, 16:50
Worse customer service than Telkom!
Appalling customer service! No answer after 5 emails and more phone calls than I can count. If you have a massive backlog or for some other reasons are not being responsive, let your customer know so through your social channels and via email. It's not that hard to give decent customer service these days but Animal Gear manages to be on Telkom's level, which says it all.
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Replies (3)ee
erik.scharberg erik.scharberg's updateReviewer Update
16 Jan 2019, 09:45Since posting this yesterday as well as trying to get hold of them on Facebook, Animal Gear did get back to me via their Facebook page. They were very apologetic and resolved the issue promptly.
Apparently, they've experienced a huge backlog over the last couple of months and have not been able to keep up.
There had also been some confusion between their sales and accounts department regarding our order, so a bit of human error as well.
However, this could've been easily avoided if communication would've been clear and swift.
The kind of customer service I experienced once I finally got hold of them is exactly what I'd expect from an online retailer like this.
I appreciate the quick resolution of my issue but will not be using Animal Gear in the future. Unfortunately, you don't get second chances when there are so many other vendors out there.
ee
erik.scharberg erik.scharberg's update16 Jan 2019, 09:45
Reviewer Update
Since posting this yesterday as well as trying to get hold of them on Facebook, Animal Gear did get back to me via their Facebook page. They were very apologetic and resolved the issue promptly.
Apparently, they've experienced a huge backlog over the last couple of months and have not been able to keep up.
There had also been some confusion between their sales and accounts department regarding our order, so a bit of human error as well.
However, this could've been easily avoided if communication would've been clear and swift.
The kind of customer service I experienced once I finally got hold of them is exactly what I'd expect from an online retailer like this.
I appreciate the quick resolution of my issue but will not be using Animal Gear in the future. Unfortunately, you don't get second chances when there are so many other vendors out there.
ee
erik.scharberg erik.scharberg's updateReviewer Update
16 Jan 2019, 09:49I also see that they have now communicated through their social channels regarding their communication and backlog issues.
Next time be proactive instead of reactive and you'll avoid the kind of backlash you see on this platform.
But well done for listening to customer feedback and acting on it!
ee
erik.scharberg erik.scharberg's update16 Jan 2019, 09:49
Reviewer Update
I also see that they have now communicated through their social channels regarding their communication and backlog issues.
Next time be proactive instead of reactive and you'll avoid the kind of backlash you see on this platform.
But well done for listening to customer feedback and acting on it!
Animal Gear's replyOfficial
17 Jan 2019, 12:54Hi Erik, I am sorry to hear about your experience and appreciate your feedback. We pride ourselves on giving continual excellent service and we were caught off guard over this busy period and we dropped the ball as explained. Apologies again and trust all has now been resolved to your satisfaction.
Animal Gear's reply17 Jan 2019, 12:54
Official
Hi Erik, I am sorry to hear about your experience and appreciate your feedback. We pride ourselves on giving continual excellent service and we were caught off guard over this busy period and we dropped the ball as explained. Apologies again and trust all has now been resolved to your satisfaction.