WORST CUSTOMER EXPERIENCE - ROCHESTER ONLINE

If I can give half a star, I would have done so without blinking! The experience received from the E-Commerce Fulfilment team is beyond mediocre. Purchased an item on lay-by online and fully paid within 3-4 months. When I enquired about delivery, first they could not track my order and the payments made at the store because the "stores use a different system". Once I provided all the evidence of the payments, I was promised delivery within 2-5 business working days.

Couple of days later I received an e-mail informing me that the item purchased does not have stock. They will confirm with the Merchandise Team on stock availability (mind you they are still selling the item in store and has an online promotion as I type this message). I didn't receive any feedback until I followed up 3 days later and received the following feedback.

"The system went offline, it is not something we have ever experienced before as this was a major issue which was out of my control.

I unfortunately cannot cc the Warehouse Manager in this mail as the Warehouse Manager's details are not for customer access which is why I am here as I am the link between yourself and the delivery team.

I am well aware of that and I have escalated the matter for you as stated previously and will provide you with feedback as soon as I receive an update on the delivery."

Systems offline for 3 days!!!!

Long story short. Bad customer experience received from Sameer Fakir & Rikhail Jaganath. No communication, no initiation to keep me abreast of development.

DO NOT LAY-BY WITH ROCHESTER ONLINE.