How do you lose an online order?

Although October is the month of Halloween, I never expected Forever New South Africa to deliver such horrific client services.

9 October 2019: • Online stock was confirmed by customer care. • The order was processed and paid. • An email with the order number was received. This email stated: “Once your package ships we will send an email with a link to track your order.”

14 October 2019: • Customer care was contacted via email requesting a status update. No response was received.

16 October 2019: • Customer care was contacted via the number on the FN website. This number doesn’t even ring.

17 October 2019: • Customer care was contacted via email requesting a status update. No response was received. • FN Centurion store was contacted – as it is an online order inquiry, they insisted that they can’t provide any assistance. They were also not willing to provide an alternative contact number. • The contact number in the email signature from the stock confirmation email received on 9 October 2019 was contacted. No answer. After numerous calls, reception was reached who placed us through to 1) a team member currently on leave and 2) a team member who doesn’t answer at all. • FN was contacted via Instagram and Facebook, whereupon they responded on 18 October 2019, indicating that they will forward the query to customer care (upon which I indicated that customer care isn’t currently available to care). 18 October 2019: • Again, contact was made via social media. • Customer care was contacted directly, where they o Indicated that the order was shipped and delivered 13 October 2019 and signed for by an individual unknown to me. We asked to check the address on the order form, whereupon customer care realized it is not the same address. After we had to phone them again, they provided an update that there was some confusion and it was a different order. My order could not be located, and they will investigate. FN, what are you investigating? A high-profile crime case? You have the order number (the one you generated). Search the system, locate the order and follow up with the relevant department. If not yet dispatched, prepare the waybill. If dispatched, contact the courier company and provide a shipping number to the customer.

21 October 2019: • Again, contact was made via social media, where they apologized and indicated that they have gone through a transitional period. FN, as an international brand you should appoint staff members (or train those appointed) who are cable of change management without it affecting your customers as well as your reputation. Crisis management should not concern the customer, as your target audience do not only pay your prices for quality garments but also for quality services. In the current economic state, no company can afford to be in a position where they are not able to deliver what they promise. However, your customer care department should be well aware of the above-mentioned points. • Response received from the inquiry sent to customer care via email on 17 October 2019. The email was simply forwarded to DSV with me, the customer, in cc. FN, if you are having trouble with your third-party vendors, please handle it in a professional manner. It is your reputation being affected, not theirs. Additionally, you have been in South Africa for 10 years now, ensure to make use of third-party vendors you can trust. 22 October 2019: • Customer care indicated that this issue has been escalated to DSV and that they will provide feedback at 10 am. Needless to say, no feedback was received.

Dear FN team, I as the customer do not have time to continuously follow up on my order. If you want me to do your work on behalf of your employees, I expect to be compensated. You had the garments listed on the online store. You confirmed the availability via email. I paid for what you offered. I don’t expect to receive the parcel if not yet shipped. But I do expect your team to be able to provide a status update when requested. Scavenger hunts are for pirates, not for misplaced orders. We are on the brink of the fourth industrial revolution and you are still struggling with online shopping. #forevernew #forevernewsouthafrica #whereismyorder