Hellopeter
Share Your Experience
MK
Matthew K

1 reviews | Active since Jan 2020

27 Jan 2020, 12:50

UCOOK & Bottleshop.co.za - Missing items on Competition Prize delivery

Timeline of Events:

1. On the 6th of December 2019 it was announced that I had won the Glenfiddich competition as part of the Bottleshop.co.za promotion. By buying a bottle of Glenfiddich 12-Year-Old Single Malt Whisky you are entered into a competition to win another Glenfiddich 12-Year-Old Single Malt Whisky and UCOOK vouchers.

2. On the 17th of December 2019 I received my prize of 2 UCOOK meals, but no Glenfiddich 12-Year-Old Single Malt Whisky, as promised in the prize.

3. On the same day (the 17th) I sent an email to the UCOOK Head of Customer service, Gershom Rademeyer, that no Glenfiddich had arrived. There was NO response to that email.

4. On the 7th of January 2020 I sent a follow-up email to Gershom and CC'ed in *** and ***. There was NO response to that email from either UCOOK or Bottleshop.

5. On the 20th of January 2020 I sent another follow-up email to Gershom and Bottleshop. This email got a response from Gershom stating "I have just notified our Marketing team and operations department and will arrange for the 375ml Bottle of whiskey to be delivered by the end of this week."

6. It is now the 27th of January, and nothing has arrived and no further communication has occurred.

UCOOK and Bottleshop, it has been 41 days since I alerted you and I have been extremely patient. Why spend money to enter competitions if you never receive the prize? This service has been shocking, and false promises seem to be the norm....

When can I expect a response that actually gets followed through???

This HelloPeter review will be against both UCOOK and Bottleshop.co.za

0
Replies (10)
UCook
UCook's reply27 Jan 2020, 13:15
Official
Good day Matthew, we profusely apologise for the inconvenience caused and delay in response. Kindly provide me with the email linked to your UCOOK account so we can look into this. Regards UCOOK
MK
Matthew K's update27 Jan 2020, 13:25
Reviewer Update
Hi there, my email address is ***
UCook
UCook's reply27 Jan 2020, 13:41
Official
Thank you for this Matthew, we will be attending to this within the next 24 hours. As we have to investigate, apologies for the further delay we assure you this will be resolved.

MK
Matthew K's update31 Jan 2020, 13:33
Reviewer Update
Still no response.... "24 hours" clearly means nothing to UCOOK.... ANOTHER False promise....
UCook
UCook's reply31 Jan 2020, 13:44
Official
Good day Matthew, Thank you for your feedback, Unfortunately, this is not true, we attempted calling you and the number was not correct. Arrangements have been made with your Dad who assured he would pass the message onto the delivery will take place on Tuesday 3rd February 2020. Regards UCOOK
UCook
UCook's reply31 Jan 2020, 13:46
Official
Good day Matthew, Please be advised that the bottle is a 375ml just in case you thought its a 750ml. If you have any concerns around that please take it up with the Bottleshop. Have a Wonderful Weekend further
MK
Matthew K's update31 Jan 2020, 14:34
Reviewer Update
Hello. Just to clarify on my previous comment that was labeled "not true".... The "24 hours" was commented on the 27th Jan, and my father was informed (our work number), today between 11 and 12, which is around 95 hours. Well over 24 hours... I also have no record of your attempted calls for today, as i stated on the phone, whether this is user error or network error I cannot say.

That argument aside, if delivery is arranged for Tuesday, I will await delivery. Once the order has arrived I will comment here on HelloPeter.
UCook
UCook's reply31 Jan 2020, 15:11
Official
Hi Matthew, Thank you for your response. Our first call to your office was on Monday the 28th of January which is exactly 24 hours after the message the call was made 28 Jan 2020 | 17:04:47 | 101 | *** | 00:00:19 where you were not available as your dad stated you have left. Regards UCOOK
MK
Matthew K's update04 Feb 2020, 20:01
Reviewer Update
I have no further feedback regarding that return call. Bottle was delivered today, thanks. Item is resolved.
MK
Matthew K's update04 Feb 2020, 20:17
Reviewer Update
My sincere apologies, there actually was a call on the Tuesday, and the message was lost in translation with my father when I asked him about it. So the call was returned within 24-hours... Please disregard those comments on this HelloPeter post. The original main post still stands factually valid.

As per the previous comment, the issue is resolved now as the bottle was delivered. Thanks