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JA
Jenny A

1 reviews | Active since May 2016

16 May 2016, 14:21

Another customer appalled at the online 'service'

<p>Ordered 2 products online last week. They were delivered within about 3 days. So good so far (hence the 1 star).</p> <p> </p> <p>But both products were incorrect. The SKUs matched what was on their website, but the products were not the ones that were advertised.</p> <p> </p> <p>2 calls, 2 emails and 1 Facebook message... and do you think anyone has called or emailed? The call centre has promised to 'escalate this and have someone call me back same day". That was 3 days ago.</p> <p>Honestly, just don't order from their online division. Reading through other complaints, it seems the products and their processes are all a total mess. What is advertised isn't even stocked by Boardmans in some cases. Go to the store (if you must) and see what you're actually getting.</p> <p> </p> <p>And please - someone have the courtesy to call me back. Even if it's just to say "we're investigating and I'll get to your complaint in x days".</p>

0
Replies (3)
Boardmans
Boardmans's reply17 May 2016, 06:48
Official
We thank you for bringing this matter to our attention. We have escalated the complaint to the Boardman's online team management for actioning accordingly as our valued customer was sent in correct items. A reference number for the formal complaint logged on your behalf is as follows ***/GO. We understand all the inconveniences caused and frustrations incurred by the above matter. We apologise again for any frustrations incurred. Should you not receive feedback within 48 hours Kindly contact the Edcon Customer Experience Head Office at ***and quote your reference number. Kind regards, Customer Experience Team Call Centre: ***.
JA
Jenny A's update26 May 2016, 16:59
Reviewer Update
Just an update in case other potential customers are reading this. Boardman's did eventually contact me. But... It's now 3 weeks, 21 emails and almost as many phonecalls (most made me chasing them) trying to sort this out. I ordered 2 products and Boardman's sent me a cheaper model of each of those, not the products that were described or shown in the pics, but totally different models. They are still incorrectly advertising these online despite me telling them several times of the misrepresentations and errors. They offered to swap 1 of the products for a different one, that was an inferior brand, smaller and 30% cheaper than the one I'd bought. They are also advertising products with incorrect images (using pics of the top of the range products). I've also advised them of this, but they're still online. In short - don't order online from Boardman's. Have a look at their Facebook page. It's also full of customers complaining about their online service. I don't think there's 1 compliment there. I've spoken to a number of other disgruntled customers with similar problems, and we're planning to lodge complaints with the Advertising Ombudsmen. Be warned!
Boardmans
Boardmans's reply27 May 2016, 07:37
Official

We have received your concerns and apologise for the inconvenience caused by the matter. Kindly be advised that we have escalated the matter to the Online team as promised, however we apologise profusely for the inconvenience caused, which henceforth resulted in our valued customer being very unhappy with the poor service rendered. It is feedback from customers like you that will ensure that we will continue to maintain the high standard of service that you expect of us. We trust as we rectify our errors you trust in us will be restored.

Your reference number for the post remains as follows ***/GO

Kind regards,

Customer Experience Team

Call Centre: ***.