1 reviews | Active since Oct 2015
Poor service, parcel MIA
I have placed a big order mid November, leaving an additional note, on the order form, that it only needs to be delivered on 10 December. I then emailed them the following day to confirm that delivery will only be on the 10th. The order was already on its way out, they had to retrieve it. I then emailed them on 8 Dec to confirm but had no reply. I emailed again on 10 Dec, no reply. I phoned on 11 Dec to confirm that the order went out on the 10th. It didnt. They told me it will only be delivered on 12 Dec. I phoned again on 13 Dec to confirm delivery but was told that it will be delivered today, on the 13th. I have no idea what is happening with this order, which was supposed to be a surprise gift for a friend and no-one is keeping in touch to update me. The service is pathetic and very disappointing.
Thank you for getting in touch with us, I am terribly sorry to hear that you have not been given the best FTN service that we pride ourselves on :( We have definitely messed up on this one. Without making excuses, I need to say that we were extremely busy through the Oct - Dec period and this made dealing with special requests like yours very challenging for us, that being said, I totally understand how frustrating this experience must have been for you and if I were you I would be feeling the same, if not more frustrated.
Please know that this is definitely not the type of service that makes FTN proud at all!
I have just followed up with the couriers, they are unfortunately unable to give us an ETA as to when your delivery will be made. It is scheduled for today, but they cannot give us a more accurate update :( Please believe me when I say this is as frustrating, if not more, to me as it is to you. I have just escalated this issue to Dawn Wings sales and operations manager and asked them to get back to me with more accurate feedback.
I know all of the above is not helping the situation at all, but please know that we are dealing with your query with the highest priority. I will be in touch with you via my personal work email to make sure this is sorted out.
Please allow me to get on top of this and sort it out as soon as humanly possible.
I will be in touch with you via email as well.
Wishing you a peaceful evening ahead
Ebitishaam Hartzenberg
Head of Customer Service and Operations
Thank you for getting in touch with us, I am terribly sorry to hear that you have not been given the best FTN service that we pride ourselves on :( We have definitely messed up on this one. Without making excuses, I need to say that we were extremely busy through the Oct - Dec period and this made dealing with special requests like yours very challenging for us, that being said, I totally understand how frustrating this experience must have been for you and if I were you I would be feeling the same, if not more frustrated.
Please know that this is definitely not the type of service that makes FTN proud at all!
I have just followed up with the couriers, they are unfortunately unable to give us an ETA as to when your delivery will be made. It is scheduled for today, but they cannot give us a more accurate update :( Please believe me when I say this is as frustrating, if not more, to me as it is to you. I have just escalated this issue to Dawn Wings sales and operations manager and asked them to get back to me with more accurate feedback.
I know all of the above is not helping the situation at all, but please know that we are dealing with your query with the highest priority. I will be in touch with you via my personal work email to make sure this is sorted out.
Please allow me to get on top of this and sort it out as soon as humanly possible.
I will be in touch with you via email as well.
Wishing you a peaceful evening ahead
Ebitishaam Hartzenberg
Head of Customer Service and Operations