JB
J B
1 reviews | Active since Mar 2010
20 Nov 2019, 15:56
Unreliable Reliable Store.
I am dismayed at the sluggish service delivery of Reliable Store. On 31 October, I bought a small item to the value of R134. Soon enough, I received a confirmation email. However, from here on the service delivery slumped into the dump.
By 4 November, I had not received a tracking number. When I phoned few days later to inquire, I determined that the order was in progress and arranged for the order to be delivered last Monday, 18 November. On 12 November, I received an email from the shipping company used by Reliable Store, to inform me that shipment had commenced. Monday came and passed. No delivery. I phoned Reliable Store yesterday. No answer. I phoned this afternoon at around 15:50. No answer.
This will be the last time I order from this company.
Helpful (0)
Replies (2)0
Replies (2)
Reliable Store's replyOfficial
20 Nov 2019, 16:14Hi JP, as per our telephone your order will be delivered tomorrow
Best regards,
Reliable Store's reply20 Nov 2019, 16:14
Official
Hi JP, as per our telephone your order will be delivered tomorrow
Best regards,
JB
J B's updateReviewer Update
20 Nov 2019, 16:32I have received a phone call from Reliable Store minutes after posting the original complaint, above. They must be monitoring to postings on Hellopeter, which indicates some awareness of customer feedback. No surprise, given that 50% of feedback is at 1 Star rating, as opposed to only 31% at 5 Star over 36 total reviews. The trust index also shows a decline for October, as does industry ranking. Perhaps, the last two months have been wobbly, but the basis of #4 ranking and below 5/10 on the trust index are not excellent to begin with. Clearly, I am not the only one expressing dissatisfaction.
The caller expressed concern and disappointment over my post, followed by a protracted explanation on the logistic difficulties of this particular order. I rep**** that the silence upon email inquiries and unanswered support phone lines did not help customer satisfaction, or remediate customer dissatisfaction. The delivery is now scheduled for tomorrow and tracking indicates the item is in transit between Johannesburg and Cape Town.
In order to limit courier costs, it appears that Reliable Store relies upon cheap couriers that cannot compete with prime couriers in terms of speed and punctuality.
Their representative objected to my comparison of Reliable Store to Takealot as the industry standard for online shopping in South Africa.
To me, punctuality and responsive customer support are key factors in customer satisfaction with online shops. If Reliable Store can improve at least responsiveness to emails and phone calls, their rating should improve. Same day or 24h reply cycles should be aimed for.
The caller expressed concern and disappointment over my post, followed by a protracted explanation on the logistic difficulties of this particular order. I rep**** that the silence upon email inquiries and unanswered support phone lines did not help customer satisfaction, or remediate customer dissatisfaction. The delivery is now scheduled for tomorrow and tracking indicates the item is in transit between Johannesburg and Cape Town.
In order to limit courier costs, it appears that Reliable Store relies upon cheap couriers that cannot compete with prime couriers in terms of speed and punctuality.
Their representative objected to my comparison of Reliable Store to Takealot as the industry standard for online shopping in South Africa.
To me, punctuality and responsive customer support are key factors in customer satisfaction with online shops. If Reliable Store can improve at least responsiveness to emails and phone calls, their rating should improve. Same day or 24h reply cycles should be aimed for.
JB
J B's update20 Nov 2019, 16:32
Reviewer Update
I have received a phone call from Reliable Store minutes after posting the original complaint, above. They must be monitoring to postings on Hellopeter, which indicates some awareness of customer feedback. No surprise, given that 50% of feedback is at 1 Star rating, as opposed to only 31% at 5 Star over 36 total reviews. The trust index also shows a decline for October, as does industry ranking. Perhaps, the last two months have been wobbly, but the basis of #4 ranking and below 5/10 on the trust index are not excellent to begin with. Clearly, I am not the only one expressing dissatisfaction.
The caller expressed concern and disappointment over my post, followed by a protracted explanation on the logistic difficulties of this particular order. I rep**** that the silence upon email inquiries and unanswered support phone lines did not help customer satisfaction, or remediate customer dissatisfaction. The delivery is now scheduled for tomorrow and tracking indicates the item is in transit between Johannesburg and Cape Town.
In order to limit courier costs, it appears that Reliable Store relies upon cheap couriers that cannot compete with prime couriers in terms of speed and punctuality.
Their representative objected to my comparison of Reliable Store to Takealot as the industry standard for online shopping in South Africa.
To me, punctuality and responsive customer support are key factors in customer satisfaction with online shops. If Reliable Store can improve at least responsiveness to emails and phone calls, their rating should improve. Same day or 24h reply cycles should be aimed for.
The caller expressed concern and disappointment over my post, followed by a protracted explanation on the logistic difficulties of this particular order. I rep**** that the silence upon email inquiries and unanswered support phone lines did not help customer satisfaction, or remediate customer dissatisfaction. The delivery is now scheduled for tomorrow and tracking indicates the item is in transit between Johannesburg and Cape Town.
In order to limit courier costs, it appears that Reliable Store relies upon cheap couriers that cannot compete with prime couriers in terms of speed and punctuality.
Their representative objected to my comparison of Reliable Store to Takealot as the industry standard for online shopping in South Africa.
To me, punctuality and responsive customer support are key factors in customer satisfaction with online shops. If Reliable Store can improve at least responsiveness to emails and phone calls, their rating should improve. Same day or 24h reply cycles should be aimed for.