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Ryan H

1 reviews | Active since Dec 2023

14 Feb 2024, 16:42

POOR SERVICE DELIVERY | NON-DELIVERY OF PRODUCTS

Generally, I am not a grumbler when it comes to poor service delivery. I was contacted on Monday and informed of a delivery that would be made between 14:00 and 15:00. No delivery was made and no phone call explaining the reason for such failure was received. Tuesday came and passed. Wednesday came and passed. At no point, was I contacted by Emit Reversing Time. Eventually, I took the initiative to phone them to query the failure. I was informed that the delivery would be made today and that I would be contacted shortly for an explanation regarding the non-delivery. At the end of the day, no delivery was made, and no phone call was received. You advertise yourself as a 'highly experienced logistics service provider'. Does this customer service live up to that standard?

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Replies (1)
emit couriers
emit couriers's reply15 Feb 2024, 10:50
Official
Dear Ryan
We sincerely apologise for the inconvenience and frustration you experienced regarding the recent delivery issue. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
Upon investigating the situation further, we discovered that there was a breakdown in communication on our end, which led to the delay in both the delivery and providing you with updates. This does not align with the high standards of service we aim to provide, and we are taking immediate steps to address and rectify the underlying issues to prevent such occurrences in the future.
We are pleased to hear that the delivery was made, and we are grateful for your patience and understanding throughout this process. We have also taken note of your positive feedback regarding the drivers involved, and we will ensure to pass on your thanks to them.
Once again, we apologise for any inconvenience caused, and we appreciate the opportunity to make things right. If you have any further concerns or feedback, please do not hesitate to contact us directly.

Sincerely,
Customer Service Team
Emit Reversing Time