LC
Lisel C
1 reviews | Active since Feb 2023
03 Feb 2023, 08:53
Poor service from UCook
I mistakenly subscribed and ordered a one week meal plan and subsequently requested a refund on the 25th Jan. Received a notification that my refund had been successfully processed and would be paid within 7 days. 6 days later, still no refund was received and when I called in, the agent informed me that my refund was never processed and that a bulk refund was to be done, as I was not the only customer waiting on their refunds...this was on Wednesday 1st Feb. It is now the 3rd of Feb and still no refund. I called in to the call centre only to hear a voicemail message that all agents are 'in trainig'. What kind of business takes this long to process refunds and then nobody is available to assist with queries? If I was thinking of taking out a subscription at a later stage, I will definitely rethink my decision!
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Replies (1)
UCook's replyOfficial
21 Jun 2023, 15:49Hi Lisel,
I hope this email finds you well. I would like to sincerely apologize for the delay in processing your refund and the inconvenience you have experienced with our customer service. We understand the frustration this has caused, and we deeply regret the inconvenience caused to you.
Upon investigating your case, we found that there was an unforeseen delay in processing your refund due to a higher volume of refund requests during that period. This resulted in a delay in the bulk refund process, for which we sincerely apologize. We acknowledge that our communication regarding this delay should have been clearer, and we take full responsibility for the oversight.
I want to assure you that we are actively working on resolving this matter as a priority. Our finance team is currently processing the bulk refund, and we expect the funds to be transferred to you within the next 48 hours. You will receive a notification as soon as the refund has been successfully processed.
Regarding the unavailability of our call center agents, I apologize for the inconvenience caused by the voicemail message. Our team has been undergoing training to enhance our customer service, and unfortunately, this temporarily affected our availability. We are actively working to address this issue and ensure that our agents are readily available to assist you with any queries or concerns.
We truly appreciate your feedback, as it helps us identify areas for improvement. We understand the impact this situation has had on your perception of our business, and we genuinely value your consideration of a future subscription. We assure you that we are taking necessary steps to prevent such delays and improve our customer service experience.
Once again, I apologize for any frustration or inconvenience caused. Should you have any further questions or require additional assistance, please do not hesitate to contact me directly at [your email] or [your phone number]. Your satisfaction is of utmost importance to us, and we are committed to rectifying this situation promptly.
Thank you for your understanding and patience. We look forward to resolving this matter and restoring your faith in our services.
I hope this email finds you well. I would like to sincerely apologize for the delay in processing your refund and the inconvenience you have experienced with our customer service. We understand the frustration this has caused, and we deeply regret the inconvenience caused to you.
Upon investigating your case, we found that there was an unforeseen delay in processing your refund due to a higher volume of refund requests during that period. This resulted in a delay in the bulk refund process, for which we sincerely apologize. We acknowledge that our communication regarding this delay should have been clearer, and we take full responsibility for the oversight.
I want to assure you that we are actively working on resolving this matter as a priority. Our finance team is currently processing the bulk refund, and we expect the funds to be transferred to you within the next 48 hours. You will receive a notification as soon as the refund has been successfully processed.
Regarding the unavailability of our call center agents, I apologize for the inconvenience caused by the voicemail message. Our team has been undergoing training to enhance our customer service, and unfortunately, this temporarily affected our availability. We are actively working to address this issue and ensure that our agents are readily available to assist you with any queries or concerns.
We truly appreciate your feedback, as it helps us identify areas for improvement. We understand the impact this situation has had on your perception of our business, and we genuinely value your consideration of a future subscription. We assure you that we are taking necessary steps to prevent such delays and improve our customer service experience.
Once again, I apologize for any frustration or inconvenience caused. Should you have any further questions or require additional assistance, please do not hesitate to contact me directly at [your email] or [your phone number]. Your satisfaction is of utmost importance to us, and we are committed to rectifying this situation promptly.
Thank you for your understanding and patience. We look forward to resolving this matter and restoring your faith in our services.
Best regards,
UCook's reply21 Jun 2023, 15:49
Official
Hi Lisel,
I hope this email finds you well. I would like to sincerely apologize for the delay in processing your refund and the inconvenience you have experienced with our customer service. We understand the frustration this has caused, and we deeply regret the inconvenience caused to you.
Upon investigating your case, we found that there was an unforeseen delay in processing your refund due to a higher volume of refund requests during that period. This resulted in a delay in the bulk refund process, for which we sincerely apologize. We acknowledge that our communication regarding this delay should have been clearer, and we take full responsibility for the oversight.
I want to assure you that we are actively working on resolving this matter as a priority. Our finance team is currently processing the bulk refund, and we expect the funds to be transferred to you within the next 48 hours. You will receive a notification as soon as the refund has been successfully processed.
Regarding the unavailability of our call center agents, I apologize for the inconvenience caused by the voicemail message. Our team has been undergoing training to enhance our customer service, and unfortunately, this temporarily affected our availability. We are actively working to address this issue and ensure that our agents are readily available to assist you with any queries or concerns.
We truly appreciate your feedback, as it helps us identify areas for improvement. We understand the impact this situation has had on your perception of our business, and we genuinely value your consideration of a future subscription. We assure you that we are taking necessary steps to prevent such delays and improve our customer service experience.
Once again, I apologize for any frustration or inconvenience caused. Should you have any further questions or require additional assistance, please do not hesitate to contact me directly at [your email] or [your phone number]. Your satisfaction is of utmost importance to us, and we are committed to rectifying this situation promptly.
Thank you for your understanding and patience. We look forward to resolving this matter and restoring your faith in our services.
I hope this email finds you well. I would like to sincerely apologize for the delay in processing your refund and the inconvenience you have experienced with our customer service. We understand the frustration this has caused, and we deeply regret the inconvenience caused to you.
Upon investigating your case, we found that there was an unforeseen delay in processing your refund due to a higher volume of refund requests during that period. This resulted in a delay in the bulk refund process, for which we sincerely apologize. We acknowledge that our communication regarding this delay should have been clearer, and we take full responsibility for the oversight.
I want to assure you that we are actively working on resolving this matter as a priority. Our finance team is currently processing the bulk refund, and we expect the funds to be transferred to you within the next 48 hours. You will receive a notification as soon as the refund has been successfully processed.
Regarding the unavailability of our call center agents, I apologize for the inconvenience caused by the voicemail message. Our team has been undergoing training to enhance our customer service, and unfortunately, this temporarily affected our availability. We are actively working to address this issue and ensure that our agents are readily available to assist you with any queries or concerns.
We truly appreciate your feedback, as it helps us identify areas for improvement. We understand the impact this situation has had on your perception of our business, and we genuinely value your consideration of a future subscription. We assure you that we are taking necessary steps to prevent such delays and improve our customer service experience.
Once again, I apologize for any frustration or inconvenience caused. Should you have any further questions or require additional assistance, please do not hesitate to contact me directly at [your email] or [your phone number]. Your satisfaction is of utmost importance to us, and we are committed to rectifying this situation promptly.
Thank you for your understanding and patience. We look forward to resolving this matter and restoring your faith in our services.
Best regards,