TFG could not get online retail any more WRONG!

I cannot believe how inefficient, *********** and exasperatingly bad the service is from TFG online. I had issues with them a couple of years back - one would think by now, in these times, they could have sorted out their online delivery issues.

My order P*** was placed on 26 Nov - around Black Friday so Iexpected there could be delays. I received an email that day stating that the goods would be delivered from multiple stores, and the following day 3 separate invoices. So far, so good.

On 02 Dec I received an email from Customer Services stating that I might have noticed I was not charged for all the items and that as this was their mistake, these items could be considered a gift from TFG. Very confusing as I WAS charged and DID pay for ALL the items.

On Wed 09 Dec I received a first mail to say that my returned goods (a sheet and a golfer) have been received and would be processed for refund. The remainder of the goods were out for delivery. 2nd and 3rd mails inform me the refund is being processed. 4th mail is a credit note.

As I had not received ANY of the order let alone return items for refund I called Customer Services. Who informed me that the courier noted that the items had been collected and returned. I told the agent I wanted the items, not a refund, and they had never been delivered. She told me that if I wanted them I would need to reorder. WHY??? Then she told me to call back today for an update from the courier. I asked her to what end, and why she could not call me when she had an answer. Turns out that she wanted me to call back to find out what the courier said but in any case, if I wanted the items I would have to reorder. WHY ASK ME TO CALL BACK?? I don't care what the courier says, that is between TFG and their courier company. I care about receiving the order. She tells me to reorder, and I told her I would - BUT NOT from TFG - to which she responded that this was my perogative. Yes, it most certainly is.

During the day, a delivery was made - the 2nd golfer I had ordered. During the evening the courier calls and tells me he has just noticed that he had another delivery for me, and could he drop it off then. I agreed - these were the shoes.

This morning, 10 Dec, I receive an email from TFG stating that the entire order has been delivered. NO, IT HAS NOT!!!

Clearly your couriers do whatever they like, and TFG has no structures in place to track what is going on.

Noticing your NPS on Hello Peter and the appalling 2.8/10 rating your customers have given you, this is not an isolated experience. Neither do you seem to respond to problems your customers raise.

It may surprise you to learn that there is a direct link between your customers experience and your business profits. You seem to be doing a great job of losing them rapidly.