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Natalie S

1 reviews | Active since Dec 2018

06 Dec 2018, 12:37

CNA Online Order Issues - Order # ***

I am disapointed in the service I am receiving. No one can help me. I placed my stationary order on the 28/11/2018. The website says delivery takes place between 2 - 5 working days. I contacted them on the 04/12/2018 to ask where my order is as it has been showing in pick for 4 days. I phoned 2 times on the 05/12/2018, but the call centre agents are telling me what I already know, that it is still in pick. I was also told that they would escalate this to the online management team and that they would contact me, no one has at all. I have emailed again today and I phoned, spoke to a lovely lady by the name of Mpho who escalated this to her manager and the manager escalated this to the online management team, she also told me that there is a delay in sourcing some of my order, however the website states that CNA will contact me when they have a delay, but still no notification on what is going on. Again I was told that they would contact me. I am going on leave from the 07/12/2018 and I am not here until January, that is why I placed my order early and in time. No one knows what is going on. I am panicking now as no one has answers and all I am getting now is it has been escalated. I have 1 day left, what are you going to do to fix this problem CNA?

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Replies (5)
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Natalie S's update07 Dec 2018, 13:53
Reviewer Update
To top it off, they then inform me they can deliver today, but I have been telling their call centre I am leaving today for my vacation. They then tell me that the courier will only deliver by 6pm tonight, I was supposed to have left at 1pm. So now I have still not left and I am sitting waiting patiently for my parcels to arrive... The online service guy was supposed to have phoned me back and guess what... NO CALL... This is very very bad customer service...
CNA
CNA's reply07 Dec 2018, 18:02
Official
Thank you for taking the time in addressing your online shopping experience with us. We would like to apologize for all the overall service experience received. Please be advice we have referred your query to our online fulfilment management team for investigation assistance with your order.
Reference number: ***/GO Kind Regards,
The Customer Experience Team ***.
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Natalie S's update09 Dec 2018, 07:53
Reviewer Update
Guess what CNA, I am super p#$@ed off. I communicated to your call centre and online management guy that I was leaving on Friday for my vacation. I even did CNA a favor of leaving later (was supposed to leave at 1pm for our holiday), your online guy said he would phone me back. He calls after 12 and says the courier said they will only be there at 6pm. I told him this was not acceptable as we had a long drive, that I could wait until 3pm. He said he would call me back, which he never did. After 3pm I called your call centre, I held the line for over 25 minutes whilst they were trying to get a hold of the online services people. The lady then told me that the online services people are getting hold of the courier and would phone me back. GUESS WHAT CNA, Still no phone call. To add fuel to this fire, my family is currently at our holiday destination, I am still at home waiting for the parcel to come, I have to spend more money now so that I can join my family on holiday, you have *****ed up my holiday.. Such **** service from your online team. You guys said on your website that delivery is between 2 - 5 days, we are now going onto WORKING DAY number 9 and still nothing. I have just received the run around. I WANT MY PARCEL CNA!!!
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Natalie S's update10 Dec 2018, 12:36
Reviewer Update
More to add to this fire, parcels were delivered, there is some extra stock which I never ordered and other stock that was short delivered... FANTASTIC SERVICE CNA!!!!
NS
Natalie S's update19 Dec 2018, 15:55
Reviewer Update
CNA your service is pathetic. Since this mishap, I have emailed an additional 2 times regarding the update of the credit on my account, STILL NO RESPONSE!!!