1 reviews | Active since Jan 2017
Non delivery and no feedback
<p>I ordered and paid for textbooks on the 16 December 2016 - yet, I still havent received my books. I had to phone them on the 4th January, 6th January, 9th January and was informed that I would have the books on the 10th - today.</p> <p>When I called today, I was informed by Viviene that my books werent delivered and that she'd still have to call and arrange for a driver to make the delivery - which she needs an hour to arrange and give me feedback.</p> <p>This is completely unacceptable and infuriating, especially because the school term starts tomorrrow and had Van Schaik informed me on their website when I placed this order that they were no longer capable of providing this service, then I could have made the order elsewhere!</p> <p> </p> <p>Really infuriating!!</p>
Dear Zanobuhle Mini
Thank you for bringing this to our attention. We apologise for the unsatisfactory shopping experience. Service excellence is very important to us, so I assure you, we take every complaint very seriously.
I believe our online store has been in contact with you to arrange the delivery of your parcel with you to resolve the matter.
Again, we apologise for the inconvenience you suffered and will try our best to make your future shopping experiences with us, beyond your expectations.
Best wishes
Melanie Foxcroft
Brand Manager, Van Schaik Bookstore
Dear Zanobuhle Mini
Thank you for bringing this to our attention. We apologise for the unsatisfactory shopping experience. Service excellence is very important to us, so I assure you, we take every complaint very seriously.
I believe our online store has been in contact with you to arrange the delivery of your parcel with you to resolve the matter.
Again, we apologise for the inconvenience you suffered and will try our best to make your future shopping experiences with us, beyond your expectations.
Best wishes
Melanie Foxcroft
Brand Manager, Van Schaik Bookstore
Hi Melanie,
The matter has still not been completely resolved. On Wednesday the 11th January I received 2 of the 4 books and was informed that I'd receive the other two today, 13th January. I have just received only one book this morning.
I phoned Vivienne and she said she'd find out with the dispatch department and let me know - that was an hour and a half ago. I still havent received the book or any call back.
Hi Melanie,
The matter has still not been completely resolved. On Wednesday the 11th January I received 2 of the 4 books and was informed that I'd receive the other two today, 13th January. I have just received only one book this morning.
I phoned Vivienne and she said she'd find out with the dispatch department and let me know - that was an hour and a half ago. I still havent received the book or any call back.
Dear Zanobuhle Mini
I'm truly sorry that you have to wait so long to get your full order delivered. The matter has been escalated to Management and we are working very hard to resolve the matter as soon as possible.
We have asked all our staff members to use this opportunity to learn how important it is to keep customers informed, whether it's good or bad news - communication is crucial.
Please accept our humble apologies. Going forward you will be kept updated of the progress until it's resolved. We are experiencing a problem with the availability of certain categories of books this time of the year, but we are working on a solution.
Thank you for challenging us to better our service delivery and finding solutions to make future shopping experiences much better.
Thank you for your patience. It's much appreciated. I hope your next communication on HelloPeter about Van Schaik Bookstore will be how impressed your are with our service or how we turned it around.
Kind regards
Melanie Foxcroft
Brand Manager, Van Schaik Bookstore
Dear Zanobuhle Mini
I'm truly sorry that you have to wait so long to get your full order delivered. The matter has been escalated to Management and we are working very hard to resolve the matter as soon as possible.
We have asked all our staff members to use this opportunity to learn how important it is to keep customers informed, whether it's good or bad news - communication is crucial.
Please accept our humble apologies. Going forward you will be kept updated of the progress until it's resolved. We are experiencing a problem with the availability of certain categories of books this time of the year, but we are working on a solution.
Thank you for challenging us to better our service delivery and finding solutions to make future shopping experiences much better.
Thank you for your patience. It's much appreciated. I hope your next communication on HelloPeter about Van Schaik Bookstore will be how impressed your are with our service or how we turned it around.
Kind regards
Melanie Foxcroft
Brand Manager, Van Schaik Bookstore