WJ
Wayne J
1 reviews | Active since Aug 2016
21 Dec 2023, 22:48
Disappointing Service - Christmas surprise ruined
I am bitterly disappointed by the stupidity of the process to survey a customer immediately after making a purchase.
I wanted to surprise my wife this Christmas with a gift I purchased at Sterns.
Low and behold, Sterns sends her an email asking how her purchase went.
Yes we have a joint account and I told the sales consultant that the earrings are for my wife. Could they not have asked me if I would like to complete a survey???????
How many presents are purchased this time of the year? How many surprises spoilt?
Thank you so much for ruining her Christmas surprise. I should've just taken the pair at Wolf Bros 😞
Helpful (0)
Replies (3)0
Replies (3)
Sterns's replyOfficial
22 Dec 2023, 13:19Good afternoon Wayne
Your complaint is noted.
Kindly be advised that the survey process is an automated process and will be sent to the primary card holder.
kind regards
Jewellery Customer Care
Your complaint is noted.
Kindly be advised that the survey process is an automated process and will be sent to the primary card holder.
kind regards
Jewellery Customer Care
Sterns's reply22 Dec 2023, 13:19
Official
Good afternoon Wayne
Your complaint is noted.
Kindly be advised that the survey process is an automated process and will be sent to the primary card holder.
kind regards
Jewellery Customer Care
Your complaint is noted.
Kindly be advised that the survey process is an automated process and will be sent to the primary card holder.
kind regards
Jewellery Customer Care
WJ
Wayne J's updateReviewer Update
22 Dec 2023, 13:30Good afternoon,
I'd recommend changing the process.
In an event where there is a joint account, why not have a checkbox to select which email address you want to send the survey to?
As I made the purchase, select my email address and send the survey.
I'm sure you have a CX team that can review this process, but it's not a good customer experience.
Kind regards
I'd recommend changing the process.
In an event where there is a joint account, why not have a checkbox to select which email address you want to send the survey to?
As I made the purchase, select my email address and send the survey.
I'm sure you have a CX team that can review this process, but it's not a good customer experience.
Kind regards
WJ
Wayne J's update22 Dec 2023, 13:30
Reviewer Update
Good afternoon,
I'd recommend changing the process.
In an event where there is a joint account, why not have a checkbox to select which email address you want to send the survey to?
As I made the purchase, select my email address and send the survey.
I'm sure you have a CX team that can review this process, but it's not a good customer experience.
Kind regards
I'd recommend changing the process.
In an event where there is a joint account, why not have a checkbox to select which email address you want to send the survey to?
As I made the purchase, select my email address and send the survey.
I'm sure you have a CX team that can review this process, but it's not a good customer experience.
Kind regards
Sterns's replyOfficial
27 Dec 2023, 08:30Good morning Wayne
Compliments of the season.
Your suggestion is noted and will be forwarded to the relevant department to address.
Kind Regards
Jewellery Customer Care
Compliments of the season.
Your suggestion is noted and will be forwarded to the relevant department to address.
Kind Regards
Jewellery Customer Care
Sterns's reply27 Dec 2023, 08:30
Official
Good morning Wayne
Compliments of the season.
Your suggestion is noted and will be forwarded to the relevant department to address.
Kind Regards
Jewellery Customer Care
Compliments of the season.
Your suggestion is noted and will be forwarded to the relevant department to address.
Kind Regards
Jewellery Customer Care