We don't value you as a customer !!!!

Thanks for your response. I have spoken to the relevant department and they simply choose to cancel the order. My point is that the problem with entering the promotional voucher code was on the system side .... Not a fault from the customer not inputting the code. I immediately sent an email to the support team advising that an error had occurred requesting assistance and they simply chose not to resolve but days later trot out the standard response "you should have entered a promotional code" we can't do anything now. It is clear that at 21h33 when I tried to process the payment I brought to your attention the fact that the code wasn't entered because the system would not promt for the code. Your response is unacceptable to then ignore the situation and then blame the client days later with a standard blame game response!!! I clearly understood there was a problem straight away and requested assistance to resolve from your support team. But then I doubt if anyone actually took the time to actually read the query. Therefore your system has a fault, your online support team is not equipped or efficient enough to deal with problems or escalate to the appropriate supervisor timeously. Ultimately you don't care if a customer has a problem and chooses as a result to close an account. Errors happen but the can be rectified ..... By choice!!!!!!! The online service is therefore not a complimentary service that provides added value to your stores, in fact it is going to cost the very efficient and friendly in store their jobs because the bulk of your complaints online relate to your "online shopping service" . I am not loyal to your brand because of your online service however this aspect of your business will ultimately mean you will loose a core customer as a result of this appalling lack of customer service. Every brand wants to promote the ease and convenience of shopping online but if you don't apply the same level of customer service as you do in store then you will loose your core customers that were loyal to the brand long before online shopping was an option. Every one customer that you think you can easily be replaced will eventually add up to a lot of customers that will ultimately affect your profit margin!!! This would have been easily resolved if instore as it's very easy to dissapoint and not resolve customers issues when you don't have to deal with the customer face to face. Problems arise, measures are put in place to resolve them......... Why do you then ignore your own systems put into place to deal with a problem and take days then to respond and when you do respond it's a bog standard call centre response? That is not customer service!!!! I see the after cancelling the order I am still getting an SMS advising my order is en route. Solve the billing issue and the problem goes away. Your choice........ You now want the very same team who created the problem in the first place to resolve the same issue.............

Still no response...........