The most pathetic experience
<p>So, I decide to buy a picture desribed as printed canvas and wood on the webite. Rang one of the local stores who said the had just one in stock. Asked them to ascertain if the print was truly on canvas as stated on the website. The salesperson did not know what canvas was but said it felt rough and was not shiny, he would keep it aside for me. I then hop in my car and drive there only to find that no-one knows where the print is. </p> <p>Next day I phoned another store who said the also only had one but that it was hanging on the wall and a bit damaged., they didn't know whether it was actually printed on canvas or not.</p> <p>I then decided to order one online and proceeded to do so. The online website accepted the order without offering me an option to supply my credit card details. I phoned, they said I had to wait until I got an email with a link and I could then click on that and make the payment. They email arrives, I click on the link, still no option to pay. Phone them again a couple of times - no one can figure out how to fix it but they say this happens quite often and the techinical department will phone me. No one does. I receive and email saying that my order will be cancelled unless I pay! </p> <p>I then register a second account online using my cellphone number and instead of my email address and order and pay for the item to be delivered. </p> <p>Today I get a mail saying that my original order has been cancelled as I didn't pay. Phoned again and beefed as no one has ever got back to me. only to be told that you can only shop online using internet explorer or google chrome by two different people I spoke to. Totally ridiculous, their IT department must surely have the capability of making the online store compatable with all browers! Imagaine having to download a specific broswer for each different online shop you use and any as mentioned above firefox worked on a different account.<br /><br /></p> <p>Asked them to speak to a supervior by of course 'no one was available', they will get someone to phone me back later today</p> <p>Well, the order which I managed to pay for using a different account is supposed to arrive today and assuming it arrives I'll find out it the print is actually on canvas or not. </p> <p>Not amused and the time and cost incurred so far.</p>
Hello Jenn Baker
Thank you for taking the time to send us this feedback.
We have escalated this to the online Team who will contact you directly to assist.
Thanks
The @home Customer Care Team
Hello Jenn Baker
Thank you for taking the time to send us this feedback.
We have escalated this to the online Team who will contact you directly to assist.
Thanks
The @home Customer Care Team
Well, I spoke to a reallly great consultant and it became even more obvious that the online shopping website needs a lot of tweaking to make it workable, user friendly & efficient. Still doesn't explain why no-one phoned back when they should have or whether the print is actualy on canvas or any of the other stuff. PS: Print din't arrive as although the 2 day delivery option for delivery came up on Wednesday afternoon[in other words it wasn;t blanked out] and I checked that, they cannot deliver within 2 days if you order later than 14h00 on Wednesdays and thy do not deliver on Saturdays [this is in the small print] Changing my rating from one to two stars simply because of the consultant who spoke to me being understanding and sensible.
Well, I spoke to a reallly great consultant and it became even more obvious that the online shopping website needs a lot of tweaking to make it workable, user friendly & efficient. Still doesn't explain why no-one phoned back when they should have or whether the print is actualy on canvas or any of the other stuff. PS: Print din't arrive as although the 2 day delivery option for delivery came up on Wednesday afternoon[in other words it wasn;t blanked out] and I checked that, they cannot deliver within 2 days if you order later than 14h00 on Wednesdays and thy do not deliver on Saturdays [this is in the small print] Changing my rating from one to two stars simply because of the consultant who spoke to me being understanding and sensible.
Update, received a phone call from a pleasant consultant to say the print would be delivered today.
Forgot to mention in my orginal that last week the whole thing was supposed to be sorted out by the 'technical department' but I have never heard back from them. Was also advised that the techinical department doesn't usually interface with the public. My thought is that not testing the site and interacting with the "shoppers" out there is most likely the root cause of the online store not being everything it could be.
Update, received a phone call from a pleasant consultant to say the print would be delivered today.
Forgot to mention in my orginal that last week the whole thing was supposed to be sorted out by the 'technical department' but I have never heard back from them. Was also advised that the techinical department doesn't usually interface with the public. My thought is that not testing the site and interacting with the "shoppers" out there is most likely the root cause of the online store not being everything it could be.
Hello Jenn-Baker
Thank you for your feedback and we wish you a pleasant shopping experience with @home. Your feedback is valuable and will be used to enhance future interactions.
Regards
The @home Customer Care Division
Hello Jenn-Baker
Thank you for your feedback and we wish you a pleasant shopping experience with @home. Your feedback is valuable and will be used to enhance future interactions.
Regards
The @home Customer Care Division
Update - have now opened the picture. It is not canvas but plastic. Phone to arrange for it to be returned. Not sure how the small delivery charge which I was told would refunded due to express option to me is organised?
Update - have now opened the picture. It is not canvas but plastic. Phone to arrange for it to be returned. Not sure how the small delivery charge which I was told would refunded due to express option to me is organised?
Update -
1] Was told a R50 gift voucher was being emailed to me - thanks
2]was told the courier would collect and would phone to arrange.
1] Don't appear to have arrived
2] The courier simply arrived at my home whilst I was at work and rang me from outside the house to say they were here. Explained that they were supposed to arrange in advance . He is apparently going come back tomorrow.
Also was told would be refunded R25 delivery charges - how/when?
Update -
1] Was told a R50 gift voucher was being emailed to me - thanks
2]was told the courier would collect and would phone to arrange.
1] Don't appear to have arrived
2] The courier simply arrived at my home whilst I was at work and rang me from outside the house to say they were here. Explained that they were supposed to arrange in advance . He is apparently going come back tomorrow.
Also was told would be refunded R25 delivery charges - how/when?
Would change rating back to one star but don;t know how.
Would change rating back to one star but don;t know how.
Firstly I was told my 'express' delivery service fee would be refunded. Then that I would be emailed a R50 gift voucher and then later that I was being sent another R50 voucher besides that...........................
Never heard another squeak!
Firstly I was told my 'express' delivery service fee would be refunded. Then that I would be emailed a R50 gift voucher and then later that I was being sent another R50 voucher besides that...........................
Never heard another squeak!
Hello Jenn-Barker
We apologise for this experience and have asked that the Manager calls you before the close of business to advise a way forward.
Thank you
The @home Customer Care Division
Hello Jenn-Barker
We apologise for this experience and have asked that the Manager calls you before the close of business to advise a way forward.
Thank you
The @home Customer Care Division
No-one has contacted me at all and please note that my surname is Baker not Barker.
No-one has contacted me at all and please note that my surname is Baker not Barker.
Still not a squea****
Still not a squea****
Hello Mrs Baker
Thank you for taking my call. I will get the on-line Team to make contact as soon as I speak to them.
Thanks
The @home Customer Care Division
Hello Mrs Baker
Thank you for taking my call. I will get the on-line Team to make contact as soon as I speak to them.
Thanks
The @home Customer Care Division