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Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2022
Extremely disappointing customer service
Extremely disappointing customer service – I cannot recommend PokeLove. My husband contacted PokeLove last week Sunday before placing our order to confirm when it could be completed and delivered. We were assured that this would not be a problem to delivery by Tuesday, so we proceeded with the order. On Tuesday, we were informed that there were issues with The Courier Guy's system, which had delayed delivery. On Thursday we still have not received our order. After this, we received very little communication from PokeLove. My husband has repeatedly phoned and sent messages since Tuesday, many of which were ignored, and his calls often went unanswered. On Thursday morning, after several more attempts to get an update, PokeLove told my husband they would contact The Courier Guy and get back to him. After following up yet again, he was told that The Courier Guy had "lost" the parcel and that they would have to remake the order and send it again. Wanting to verify this, I contacted The Courier Guy directly. They confirmed that they had no parcel linked to my husband's *** or to PokeLove's company number. I then asked PokeLove to provide the tracking number for the parcel they claimed had been shipped on Tuesday. Once again, my messages were ignored. After numerous phone calls, someone finally answered. Instead of assisting me, I was told I was "childish" for calling so many times, and the person on the phone swore at me. Every time I tried to explain the situation, he raised his voice and spoke over me. I eventually had to raise my own voice simply to be heard. Despite all of this, I still could not get a tracking number for the alleged Tuesday shipment. Later on Thursday, PokeLove informed my husband that they had remade the card, handed it to the courier, and promised that we should receive it the next day. We also finally received a tracking number for the new delivery. We received our order Friday after 4pm and was very disappointed to find that we only received the card in the case, the stand we paid extra for was not included. My husband since made contact with PokeLove which again we are awaiting feedback for. Delays can happen, and most customers are understanding when businesses communicate honestly. What is unacceptable is ignoring customers, providing conflicting information, making claims that cannot be verified, and then speaking to paying customers with disrespect and profanity. This is a genuinely unique and creative product, which makes this experience even more disappointing. Unfortunately, based on our experience, I cannot recommend PokeLove. I hope they improve their customer service and communication so that future customers do not have to go through what we did. Update on our stand - we received a responds from PokeLove on Tuesday 08.09 confirming they will receive stock by the end of that week and will send us our stand. It is now Wednesday 16.09 we still have not received our stand and my follow up is still unanswered. This is the type of customer service (responds) you get from PokeLove for having to follow up on a product I paid for "Jou man moet jou malhuis toe Stuur Jys nie lekker nie" Absolutely ridiculous !!
1 reviews | Active since Nov 2022
Extremely disappointing customer service
Extremely disappointing customer service – I cannot recommend PokeLove. My husband contacted PokeLove last week Sunday before placing our order to confirm when it could be completed and delivered. We were assured that this would not be a problem to delivery by Tuesday, so we proceeded with the order. On Tuesday, we were informed that there were issues with The Courier Guy's system, which had delayed delivery. On Thursday we still have not received our order. After this, we received very little communication from PokeLove. My husband has repeatedly phoned and sent messages since Tuesday, many of which were ignored, and his calls often went unanswered. On Thursday morning, after several more attempts to get an update, PokeLove told my husband they would contact The Courier Guy and get back to him. After following up yet again, he was told that The Courier Guy had "lost" the parcel and that they would have to remake the order and send it again. Wanting to verify this, I contacted The Courier Guy directly. They confirmed that they had no parcel linked to my husband's *** or to PokeLove's company number. I then asked PokeLove to provide the tracking number for the parcel they claimed had been shipped on Tuesday. Once again, my messages were ignored. After numerous phone calls, someone finally answered. Instead of assisting me, I was told I was "childish" for calling so many times, and the person on the phone swore at me. Every time I tried to explain the situation, he raised his voice and spoke over me. I eventually had to raise my own voice simply to be heard. Despite all of this, I still could not get a tracking number for the alleged Tuesday shipment. Later on Thursday, PokeLove informed my husband that they had remade the card, handed it to the courier, and promised that we should receive it the next day. We also finally received a tracking number for the new delivery. We received our order Friday after 4pm and was very disappointed to find that we only received the card in the case, the stand we paid extra for was not included. My husband since made contact with PokeLove which again we are awaiting feedback for. Delays can happen, and most customers are understanding when businesses communicate honestly. What is unacceptable is ignoring customers, providing conflicting information, making claims that cannot be verified, and then speaking to paying customers with disrespect and profanity. This is a genuinely unique and creative product, which makes this experience even more disappointing. Unfortunately, based on our experience, I cannot recommend PokeLove. I hope they improve their customer service and communication so that future customers do not have to go through what we did. Update on our stand - we received a responds from PokeLove on Tuesday 08.09 confirming they will receive stock by the end of that week and will send us our stand. It is now Wednesday 16.09 we still have not received our stand and my follow up is still unanswered. This is the type of customer service (responds) you get from PokeLove for having to follow up on a product I paid for "Jou man moet jou malhuis toe Stuur Jys nie lekker nie" Absolutely ridiculous !!