Terrible customer service

I had a very poor customer service experience at Loot recently.

I placed two orders on their website (3 days apart) and waited to receive both delivery confirmation emails before driving to the post office to collect my orders. However when I got to my nearest post office I found out that one of the orders had gone to a different post office. Why would 2 orders, ordered just days apart, go to 2 different post offices? I found this incredibly frustrating as I did not have the time to drive around during my lunch hour collecting my orders at different places.

I phoned their customer service department and ended up speaking to the most disinterested & disrespectful customer service representative who tried to tell me that this was not Loot’s problem as delivery was outsourced to Speed Services. I find this unacceptable. My contractual relationship is with Loot, not Speed Services, so if there is a problem with my order I expect Loot to sort it out and not tell me to sort it out myself with their third party delivery service.

As the second post office is out of my way (and I had already travelled to the wrong post office) I advised the customer service representative that I wanted the order redelivered to my work address instead. He told me with an irritated sigh that he would action this but I had a gut feeling that he wouldn't, so I asked if I could have a reference number for the call. He said there wasn't one and sighed again as he put the phone down. I'm also pretty sure I heard him start to rant about me to someone as he put the phone down! I was blown away by how unprofessional he was.

That was 2 weeks ago and I have just been on the phone to the second post office and they have confirmed that my order is still sitting at their premises. So my suspicion was correct - the customer service representative had no intention of actioning my request!

I honestly can’t be bothered to delay this process any longer as it has already been a month, so I am going to drive to go fetch the parcel today. However I couldn't let this experience go without warning people of their terrible service.

I will not be ordering from Loot anytime soon again. The small saving in price compared to places like Takealot is just not worth having to endure this level of service.