Online Gift Voucher - Customer Service Query

Firstly I would like to say that this is not an easy complaint to write for one of my favorite stores, but I’ve tried all other avenues and been unsuccessful. I’m hoping this might get a response and some action to my request.

I recently received a gift voucher, purchased online which I attempted to use in store, however was advised by the assistant that I needed a barcode number, and that the gift card number was not working / sufficient. I was unable to compete the transaction.

I returned home and emailed the Poetry Customer Services email the same day, 7 June 2020, with no reply or response to my query to date (it is the 18 June 2020).

In the meantime I also rung the store that I dealt with to confirm from a Tax Invoice received - "Order Confirmation" with a number starting with PT******** to check if that was correct. I forwarded the mail to the store consultant and was advised that was not correct but the voucher code was evident and I should try purchasing the item online.

I tried to purchase online and surprise - unsuccessful. Failure to receive gift card information. Gift card is either invalid or expired.

I emailed Customer Services again on 9 June 2020 with a screen grab of the error message for the online purchase.. Nothing, I even sent another follow up email on the 15 June 2020. Nothing.

I also attempted to phone but Customer Services but your phones according to your website have been temporarily deactivated (I understand under the circumstances of Lockdown- but you have been operating online throughout with stores open as of early June).

I even reached out via Instagram DM to which I got a response (High Five to that individual) and that it would be raised with her Supervisor. Still I wait.

As I mentioned, Poetry is one of my most favorite stores and am rather disappointed in the lack of service excellence with this query. You should be going over and above due to the circumstances with service being quite the opposite.

I trust that my query will be addressed and that my love for the store re-ignited with a positively outcome.

Regards Loryn