Item: Le Creuset
Rating: 2
Author: nasreen L

Le Creuset's replyOfficial

08 Aug 2017, 12:00

Good Afternoon Nasreen,

We are so sorry to hear about your kettle. Our online store manager, Mary, will be in touch shortly to assist you with a resolve.

Kindest Regards,
Le Creuset

Best regards,

Le Creuset's reply08 Aug 2017, 12:00

Official

Good Afternoon Nasreen,

We are so sorry to hear about your kettle. Our online store manager, Mary, will be in touch shortly to assist you with a resolve.

Kindest Regards,
Le Creuset

Best regards,

nL

nasreen L's updateReviewer Update

16 Aug 2017, 10:46

It has been a week, the matter is still not concluded. I really have not time for details here. Needless to say the only reason this is a platform for me is because I gain no response whatsoever after repeated attempts of eliciting such from you. Hence no time or inclination to re-explain. Kindly do respond.

nL

nasreen L's update16 Aug 2017, 10:46

Reviewer Update

It has been a week, the matter is still not concluded. I really have not time for details here. Needless to say the only reason this is a platform for me is because I gain no response whatsoever after repeated attempts of eliciting such from you. Hence no time or inclination to re-explain. Kindly do respond.

Le Creuset's replyOfficial

16 Aug 2017, 10:53

Good Morning Nasreen,

Our online store manager, Mary, did email yesterday to which we received a reply from you that your kettle has been collected. We will be in touch soonest to arrange your refund.

Please don't hesitate to contact me should you have any further queries.

Kind Regards,
Natasha

Best regards,

Le Creuset's reply16 Aug 2017, 10:53

Official

Good Morning Nasreen,

Our online store manager, Mary, did email yesterday to which we received a reply from you that your kettle has been collected. We will be in touch soonest to arrange your refund.

Please don't hesitate to contact me should you have any further queries.

Kind Regards,
Natasha

Best regards,

nL

nasreen L's updateReviewer Update

16 Aug 2017, 11:00

Natasha, the email last week read that refund will be processed once kettle is collection. That was the query on yesterday's email. I sent you the waybill to confirm collection had taken place and received an email asking if collection had taken place. The collection has taken place, i bring your attention to the first line in this reply. Do respond.

nL

nasreen L's update16 Aug 2017, 11:00

Reviewer Update

Natasha, the email last week read that refund will be processed once kettle is collection. That was the query on yesterday's email. I sent you the waybill to confirm collection had taken place and received an email asking if collection had taken place. The collection has taken place, i bring your attention to the first line in this reply. Do respond.

Le Creuset's replyOfficial

16 Aug 2017, 11:07

Thank you Nasreen. Your refund is currently being processed, we will send you the proof of payment as soon as this is completed.

We apologise for any inconvenience caused.

Kind Regards,

Natasha

Best regards,

Le Creuset's reply16 Aug 2017, 11:07

Official

Thank you Nasreen. Your refund is currently being processed, we will send you the proof of payment as soon as this is completed.

We apologise for any inconvenience caused.

Kind Regards,

Natasha

Best regards,

nL

nasreen L's updateReviewer Update

16 Aug 2017, 14:51

"Good day Nasreen, Thank you for your email. Kindly note that we will arrange a collection for the damaged Kettle to be returned to our warehouse. Also please provide your banking details for the refund which we will process as soon as the Kettle has been collected from you. " The above is from you to me The collection was delayed and nobody bothered to offer feedback until I called and emailed multiple times this week. The query for an alternate kettle was never answered last week, and therefore my decision to end this whole rig moral and request a refund in the first place. When a collection is done the waybill is usually already populated, this was not done. The manner in which you handle or DON'T HANDLE your complaints or customer dissatisfaction says far more of the company and by inference its products than your marketing ever could. Please respond to :" the refund which we will process as soon as the Kettle has been collected from you" The expectation on this is not unreasonable the kettle was to be collected on Monday as promised. It is now 48hrs after intended collection, and 24 hours after actual collection. Kindly inform withing reasonable time parameters what is the expected date of conclusion of this query via pop. I await your response.

nL

nasreen L's update16 Aug 2017, 14:51

Reviewer Update

"Good day Nasreen, Thank you for your email. Kindly note that we will arrange a collection for the damaged Kettle to be returned to our warehouse. Also please provide your banking details for the refund which we will process as soon as the Kettle has been collected from you. " The above is from you to me The collection was delayed and nobody bothered to offer feedback until I called and emailed multiple times this week. The query for an alternate kettle was never answered last week, and therefore my decision to end this whole rig moral and request a refund in the first place. When a collection is done the waybill is usually already populated, this was not done. The manner in which you handle or DON'T HANDLE your complaints or customer dissatisfaction says far more of the company and by inference its products than your marketing ever could. Please respond to :" the refund which we will process as soon as the Kettle has been collected from you" The expectation on this is not unreasonable the kettle was to be collected on Monday as promised. It is now 48hrs after intended collection, and 24 hours after actual collection. Kindly inform withing reasonable time parameters what is the expected date of conclusion of this query via pop. I await your response.

Le Creuset's replyOfficial

16 Aug 2017, 15:00

Good Afternoon Nasreen,

Thank you for your feedback.

We can see that there has been continuous communication between our online team and yourself, and I can reassure that we, myself, our Online Store Manager and Head of Finance are working as quickly as possible to process your refund.

You can expect a proof of payment within the next hour.

Kind Regards,
Natasha

Best regards,

Le Creuset's reply16 Aug 2017, 15:00

Official

Good Afternoon Nasreen,

Thank you for your feedback.

We can see that there has been continuous communication between our online team and yourself, and I can reassure that we, myself, our Online Store Manager and Head of Finance are working as quickly as possible to process your refund.

You can expect a proof of payment within the next hour.

Kind Regards,
Natasha

Best regards,

Le Creuset's replyOfficial

16 Aug 2017, 15:02

Good Afternoon,

We can confirm that your proof of payment has been completed, you will be receiving your proof of payment within your inbox within the next 5 minutes, please confirm?

Kind Regards,
Natasha

Best regards,

Le Creuset's reply16 Aug 2017, 15:02

Official

Good Afternoon,

We can confirm that your proof of payment has been completed, you will be receiving your proof of payment within your inbox within the next 5 minutes, please confirm?

Kind Regards,
Natasha

Best regards,

nL

nasreen L's updateReviewer Update

16 Aug 2017, 15:03

Continuous communication to what end? Have queries every really been resolved, answered or rep**** to, and if so was it done within a reasonable tat. Bottom line, was the issue resolved upon first contact????

nL

nasreen L's update16 Aug 2017, 15:03

Reviewer Update

Continuous communication to what end? Have queries every really been resolved, answered or rep**** to, and if so was it done within a reasonable tat. Bottom line, was the issue resolved upon first contact????

Le Creuset's replyOfficial

16 Aug 2017, 15:20

Hi Nasreen,

Herewith a timeline as provided from our online team:

The customer emailed on August 8th to query the kettle.
On the 10th, our Online Store responded to the query asking if the customer would like a refund or to try a different kettle.
On the 11th, the customer responded indicating that a refund would be preferred. On the same day, the customer was contacted for banking details and an address to collect from. The customer responded querying how much the refund would be, to which we rep****.
On the 14th , the customer advised that the kettle is ready for collection. She later notified us no one had been there to collect. Our Online Store consultant responded apologizing and that she had followed up with couriers who would collect the next day.
The kettle was collected from the customer the next day (15th) as promised.
Our Online Store emailed the customer today (16th) to confirm that the couriers had collected the kettle the previous day and that the refund is being processed.
Refund has been made and Proof of Payment sent to customer.

We again apologise for the inconvenience caused.

Please let me know if you'd like us to give you a call to discuss further.

Kind Regards,
Natasha

Best regards,

Le Creuset's reply16 Aug 2017, 15:20

Official

Hi Nasreen,

Herewith a timeline as provided from our online team:

The customer emailed on August 8th to query the kettle.
On the 10th, our Online Store responded to the query asking if the customer would like a refund or to try a different kettle.
On the 11th, the customer responded indicating that a refund would be preferred. On the same day, the customer was contacted for banking details and an address to collect from. The customer responded querying how much the refund would be, to which we rep****.
On the 14th , the customer advised that the kettle is ready for collection. She later notified us no one had been there to collect. Our Online Store consultant responded apologizing and that she had followed up with couriers who would collect the next day.
The kettle was collected from the customer the next day (15th) as promised.
Our Online Store emailed the customer today (16th) to confirm that the couriers had collected the kettle the previous day and that the refund is being processed.
Refund has been made and Proof of Payment sent to customer.

We again apologise for the inconvenience caused.

Please let me know if you'd like us to give you a call to discuss further.

Kind Regards,
Natasha

Best regards,

nL

nasreen L's updateReviewer Update

16 Aug 2017, 16:22

Natasha, On the 10th - I draw your attention to the unanswered emails regarding detail on the Stainless steel kettle considered for purchase. On the 11th - pick up for 14th was confirmed and I was sent instructions on packaging and collection. On 14th - I called in to query delay on pick-up (as promised for 14th) - I called in again at 4pm to query pick, received no feedback was told "I will follow-up" - no feedback intended. I emailed and received an email response that 15th is the new pick-up. Continual apologies were received, no doubt. But nothing was done thereafter, not until I made a further query either here or on email/phone. Common sense dictates that when an apology is levied, it is accompanied with a commitment to either not repeat the cause of that apology or to undertake to correct the cause, or both. Remind me if you will, where this was practiced? Let me assist. It all went awry when the emails sent requesting further quality and product information were not responded to to begin with. From there everything else is simply an off shoot of the initial frustration which began earlier in the year and was again repeated in May/June. Thank you for the emails received since 3pm iro pop.

nL

nasreen L's update16 Aug 2017, 16:22

Reviewer Update

Natasha, On the 10th - I draw your attention to the unanswered emails regarding detail on the Stainless steel kettle considered for purchase. On the 11th - pick up for 14th was confirmed and I was sent instructions on packaging and collection. On 14th - I called in to query delay on pick-up (as promised for 14th) - I called in again at 4pm to query pick, received no feedback was told "I will follow-up" - no feedback intended. I emailed and received an email response that 15th is the new pick-up. Continual apologies were received, no doubt. But nothing was done thereafter, not until I made a further query either here or on email/phone. Common sense dictates that when an apology is levied, it is accompanied with a commitment to either not repeat the cause of that apology or to undertake to correct the cause, or both. Remind me if you will, where this was practiced? Let me assist. It all went awry when the emails sent requesting further quality and product information were not responded to to begin with. From there everything else is simply an off shoot of the initial frustration which began earlier in the year and was again repeated in May/June. Thank you for the emails received since 3pm iro pop.

Le Creuset's replyOfficial

16 Aug 2017, 16:24

Thank you, your feedback is duly noted.

Kind Regards,

Natasha

Best regards,

Le Creuset's reply16 Aug 2017, 16:24

Official

Thank you, your feedback is duly noted.

Kind Regards,

Natasha

Best regards,

Rusting Kettle