Absolutely ********** Service

Item: Jeulia
Rating: 1

I had ordered an item, to be delivered to South Africa. Upon tracking the item, I saw that it was delayed for clearance. After having to phone DHL to find out what on earth was going on, I was informed that I would have to pay a fee in order to receive my item. This was NEVER indicated at any of the checkout points on the Jeulia site. This fee was not mentioned on my invoice, nor is it mentioned on the Delivery page or the Payments & Insurance page. This is a fee of R636.98 OVER AND ABOVE my R1250.00 order. This is absolutely atrocious. Considering the site did not mention this charge AT ALL, I will never be buying from them again. This is not transparency for the clients, and this is absolutely NOT full disclosure of exactly how much they will be spending in order to receive their item. On top of all of this, I had a ********** experience with a live chat agent (From the .com site NOT the South African site - because getting hold of anyone from the south african customer service is impossible). This conversation was entirely unhelpful and the agent, Christina, thought that apologising was more helpful than giving actual useful solutions. After informing her that her apologies were appreciated, they were not in fact useful. All my comments about my displeasure with the service I had been given were dismissed and any attempt to request contact details for a manager or someone who would actually listen to my complaints were ignored. After all of this, the agent told me to "just let it go". This is absolutely unacceptable. I am a paying customer, who spent a fair amount of money for an item, then had to pay a further exorbitant fee and being told to "just let it go" because I happen to be angry and appalled is absolutely **********. This is not good customer service - apart from all the other issues I have been faced with, an agent should never speak to a customer in such a way. This agent should not be dealing with customers if she is going to be a) unhelpful b) dismissive and c) irritable. The call center agents, when calling the SA number provided, do not speak english. They speak in some asian language, or broken english so bad that it is impossible to understand them let alone resolve any issues. Further to this, the document Jeulia provided to customs described the item as an Alloy Ring, when in fact I had ordered a necklace. So, not only did I have to pay to get my item, I wasn't even sure if it was in fact the RIGHT item. Jeulia consultants could not confirm or deny whether my item was correct or not. If, by any chance, the item had been incorrect, I would have had to pay to send it back! When the package arrived, it was banged up from customs, due to the fact that Jeulia doesn't seem to think it's important to wrap the box in some form of bubble wrap or in another box to protect it on its way overseas. I have been messed around by Jeulia and thrown out of my budget due to Jeulia's inability to be transparent with their clients. All in all, it doesn't matter how nice the products look, how great their design process is or any of that, if the customer service and the way they handle their clients is this ********** - it isn't worth it.

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