Clicks' Appalling Service & Disregard for a Newborn’s Urgent Needs

On the 27th of September 2024, I placed an online order with Clicks for baby formula, well in advance to meet my newborn's critical nutritional needs. However, on the 3rd of October, when my order finally arrived, it was a disaster. The packaging was utterly inadequate, resulting in baby formula spilled all over the box. To make matters worse, all four tins were badly dented. It was clear that the packer had failed to secure the items properly.

I immediately sent an email to Clicks and contacted them via Twitter’s private inbox. While I initially received an apology, what followed was utterly disgraceful. I clearly expressed the urgency of the situation—my newborn relies on this formula as her sole source of nourishment—but there was no sense of responsibility or urgency from Clicks' side.

On the 7th of October, after several days of being ignored, I finally received a response stating that a collection had been arranged. However, they also informed me that there was no stock in their warehouse. This is outrageous! Could they not have sourced the formula from another store or location, considering the severity of the situation?

As a mother of a newborn, I rely on online shopping to plan well in advance for my baby’s needs. The complete lack of urgency, humanity, or basic customer service from Clicks has been deeply frustrating. Every single day since then, I’ve had to chase Clicks on Twitter just to get some form of acknowledgment of my query. My emails remain unanswered, and my frustration continues to grow.

Clicks has shown no remorse or empathy for the immense inconvenience they’ve caused both me and my baby. I am appalled by the treatment I’ve received and demand not only an immediate refund but also compensation for the stress and hardship caused. This experience has been nothing short of unacceptable.

Sincerely, A severely disappointed customer