1 reviews | Active since Feb 2020
no assistance with their courier partner who wont deliver.
I ordered from FTN and I have been having the WORST service from dawn wing, who FTN uses to deliver their orders. I contacted FTN to intervene as the courier keeps cancelling delivery and now they wont reschedule (even though this is no fault of my own). I was told by the FTN team that they will escalate with management. I then phoned dawn wing hours later, and was told nothing had been escalated. I phoned FTN again and asked what is going on, and they simply said they havent had a response as yet and a manager will phone me.
I am so bitterly disappointed as I really love FTN. I don't understand how you can allow your service provider to treat your clients like this, and then you are unable to intervene when the client desperately needs your help? All I ask for is COMMUNICATION and ASSISTANCE. Rather just tell me that once you have received your money and the courier collects the parcel, the client is on their own and there is no assistance from FTN.
We value feedback from our customers so would like to thank you for taking the time out to give us this feedback as we are always looking for ways to improve our service to our customers.
I sincerely apologize for the inconvenience and frustration you have experienced with the delivery of your order. I understand how important it is to receive your products promptly and with ease, and I am truly sorry for the inconvenience caused.
We are actively working to address the issues with our courier. It is disheartening to hear about the lack of communication and assistance you've encountered during this process and I promise that this is not the service that we want our customers to experience at FtN at all.
As discussed telephonically, I have asked that the couriers ensures that your order is delivered today and they have promised to deliver this evening. I will personally follow up with you in the morning to ensure that it has been delivered.
Thank you for your understanding and for giving us the opportunity to rectify this situation. We appreciate your continued support.
Kind Regards,
Kayleen Jansen
Customer Service Manager
We value feedback from our customers so would like to thank you for taking the time out to give us this feedback as we are always looking for ways to improve our service to our customers.
I sincerely apologize for the inconvenience and frustration you have experienced with the delivery of your order. I understand how important it is to receive your products promptly and with ease, and I am truly sorry for the inconvenience caused.
We are actively working to address the issues with our courier. It is disheartening to hear about the lack of communication and assistance you've encountered during this process and I promise that this is not the service that we want our customers to experience at FtN at all.
As discussed telephonically, I have asked that the couriers ensures that your order is delivered today and they have promised to deliver this evening. I will personally follow up with you in the morning to ensure that it has been delivered.
Thank you for your understanding and for giving us the opportunity to rectify this situation. We appreciate your continued support.
Kind Regards,
Kayleen Jansen
Customer Service Manager
I have tracked your delivery and see that the parcel has been delivered last night as discussed:)
Faithfully Yours,
I have tracked your delivery and see that the parcel has been delivered last night as discussed:)
Faithfully Yours,