JS
Jamie S
1 reviews | Active since Aug 2021
03 Jul 2022, 18:41
Wumdrop - Terrible service!
I ordered a large appliance from Makro with delivery instructions. I contacted Makro’s customer service immediately after I placed my order to confirm that delivery must take place on the specified date which was the only date I was available. Makro confirmed they have added a note for the courier company’s, Wumdrop, attention. The very next day I received a call from Wumdrop that they are outside of my complex - I wasn’t home and so they returned the appliance to Makro. I called Makro again to inform them of this and they assured me that they have flagged the note for the couriers attention. Wumdrop made a second attempt to deliver the appliance when I was not home (still not my specified availability) and returned it to Makro a second time. I then waited and waited for the delivery on the day I was home and no one arrived. I called the courier and they informed me that I must contact Makro. I contacted Makro who told me the courier service (Wumdrop) messed up and they can’t deliver it so they will come the next day. I was furious because I was not available the following day. But Makro then arranged for my fridge to be delivered within 30 minutes of making that call to them. Wumdrop is truly terrible when it comes to customer service and meeting a customers expectations. I would not use this company ever again!
Helpful (0)
Replies (4)0
Replies (4)
Wumdrop's replyOfficial
04 Jul 2022, 06:47Good morning Jamie.
At the outset, please accept our sincere apologies for the frustration caused, in attempts to have your appliance delivered. From what you have shared, it was definitely not a seamless experience.
Our delivery team would have collected your item on instruction from Makro, through our WumDrop platform. Because we are a final mile, last leg delivery company, we are guided by our client's placement of the order, onto our platform, and we arrange collection and delivery based on that request.
There was definitely a breakdown of communication between WumDrop and Makro, and I again, apologise that it affected your delivery. Please could you share your MAK number, in order for my team to fully investigate the circumstances that led to your terrible customer service?
Regards
Kim Nicholson
***
***
At the outset, please accept our sincere apologies for the frustration caused, in attempts to have your appliance delivered. From what you have shared, it was definitely not a seamless experience.
Our delivery team would have collected your item on instruction from Makro, through our WumDrop platform. Because we are a final mile, last leg delivery company, we are guided by our client's placement of the order, onto our platform, and we arrange collection and delivery based on that request.
There was definitely a breakdown of communication between WumDrop and Makro, and I again, apologise that it affected your delivery. Please could you share your MAK number, in order for my team to fully investigate the circumstances that led to your terrible customer service?
Regards
Kim Nicholson
***
***
Wumdrop's reply04 Jul 2022, 06:47
Official
Good morning Jamie.
At the outset, please accept our sincere apologies for the frustration caused, in attempts to have your appliance delivered. From what you have shared, it was definitely not a seamless experience.
Our delivery team would have collected your item on instruction from Makro, through our WumDrop platform. Because we are a final mile, last leg delivery company, we are guided by our client's placement of the order, onto our platform, and we arrange collection and delivery based on that request.
There was definitely a breakdown of communication between WumDrop and Makro, and I again, apologise that it affected your delivery. Please could you share your MAK number, in order for my team to fully investigate the circumstances that led to your terrible customer service?
Regards
Kim Nicholson
***
***
At the outset, please accept our sincere apologies for the frustration caused, in attempts to have your appliance delivered. From what you have shared, it was definitely not a seamless experience.
Our delivery team would have collected your item on instruction from Makro, through our WumDrop platform. Because we are a final mile, last leg delivery company, we are guided by our client's placement of the order, onto our platform, and we arrange collection and delivery based on that request.
There was definitely a breakdown of communication between WumDrop and Makro, and I again, apologise that it affected your delivery. Please could you share your MAK number, in order for my team to fully investigate the circumstances that led to your terrible customer service?
Regards
Kim Nicholson
***
***
Wumdrop's replyOfficial
05 Jul 2022, 12:45HI Jamie
Terribly sorry to have to ask, our system blocks numbers being shared so I am unable to see the MAK number. Are you able to type the number in words - MAKone, two, three, four, five, six, as per the MAK number.
Regards
Kim
Terribly sorry to have to ask, our system blocks numbers being shared so I am unable to see the MAK number. Are you able to type the number in words - MAKone, two, three, four, five, six, as per the MAK number.
Regards
Kim
Wumdrop's reply05 Jul 2022, 12:45
Official
HI Jamie
Terribly sorry to have to ask, our system blocks numbers being shared so I am unable to see the MAK number. Are you able to type the number in words - MAKone, two, three, four, five, six, as per the MAK number.
Regards
Kim
Terribly sorry to have to ask, our system blocks numbers being shared so I am unable to see the MAK number. Are you able to type the number in words - MAKone, two, three, four, five, six, as per the MAK number.
Regards
Kim
Wumdrop's replyOfficial
05 Jul 2022, 13:19Thank you, Jamie. I can see it, I will ill revert with feedback as a priority.
Wumdrop's reply05 Jul 2022, 13:19
Official
Thank you, Jamie. I can see it, I will ill revert with feedback as a priority.
Wumdrop's replyOfficial
05 Jul 2022, 19:17Hi Jamie
Apologies for the delayed response.
I have reviewed the tracking and can confirm the following.
We first received a request to collect and deliver, on the 20/06/22 from Makro. Our team assigned your delivery to Mario, and Mario attempted, but as you have previously confirmed, due to you requesting a specific day, you were not available. The order was then returned to the store. Even though you requested on the Makro site for 1 July delivery, the collection request was still pushed through to WumDrop for pick-up on the 20th.
The store, not contacting you to confirm your availability, rebooked the delivery on 21/06/22, for delivery on 21/06/22. In this instance, we did not collect, as there was a note to confirm that you had requested an alternate delivery day
The order was then rebooked, and in this instance, my team failed to plan plan. It was correctly booked onto WumDrop on teh 26/06, for delivery on the 01/07/22. My team assigned a driver prematurely, which again, resulted in you not being available. Again, both Makro and by now WumDrop, should have known this. The order was returend to the store again, as per our protocol.
The order was subsequently rebooked 3 more times, each time the order was not available and pick-up exceptions were created. eventually Makro dispatched with their in-store fleet.
On my side, I can only sincerely apologise for the comdey of errors, and take full responsibilty for my teams invovlemnent on where we assigned a driver to collect an order, that was not scheduled.
I will reiterate to my team regardnig internal proces, and only hope that one day, when you order from Makro again, your experience, if delivered through WumDrop, will be seamless.
Regards
Kim
Apologies for the delayed response.
I have reviewed the tracking and can confirm the following.
We first received a request to collect and deliver, on the 20/06/22 from Makro. Our team assigned your delivery to Mario, and Mario attempted, but as you have previously confirmed, due to you requesting a specific day, you were not available. The order was then returned to the store. Even though you requested on the Makro site for 1 July delivery, the collection request was still pushed through to WumDrop for pick-up on the 20th.
The store, not contacting you to confirm your availability, rebooked the delivery on 21/06/22, for delivery on 21/06/22. In this instance, we did not collect, as there was a note to confirm that you had requested an alternate delivery day
The order was then rebooked, and in this instance, my team failed to plan plan. It was correctly booked onto WumDrop on teh 26/06, for delivery on the 01/07/22. My team assigned a driver prematurely, which again, resulted in you not being available. Again, both Makro and by now WumDrop, should have known this. The order was returend to the store again, as per our protocol.
The order was subsequently rebooked 3 more times, each time the order was not available and pick-up exceptions were created. eventually Makro dispatched with their in-store fleet.
On my side, I can only sincerely apologise for the comdey of errors, and take full responsibilty for my teams invovlemnent on where we assigned a driver to collect an order, that was not scheduled.
I will reiterate to my team regardnig internal proces, and only hope that one day, when you order from Makro again, your experience, if delivered through WumDrop, will be seamless.
Regards
Kim
Wumdrop's reply05 Jul 2022, 19:17
Official
Hi Jamie
Apologies for the delayed response.
I have reviewed the tracking and can confirm the following.
We first received a request to collect and deliver, on the 20/06/22 from Makro. Our team assigned your delivery to Mario, and Mario attempted, but as you have previously confirmed, due to you requesting a specific day, you were not available. The order was then returned to the store. Even though you requested on the Makro site for 1 July delivery, the collection request was still pushed through to WumDrop for pick-up on the 20th.
The store, not contacting you to confirm your availability, rebooked the delivery on 21/06/22, for delivery on 21/06/22. In this instance, we did not collect, as there was a note to confirm that you had requested an alternate delivery day
The order was then rebooked, and in this instance, my team failed to plan plan. It was correctly booked onto WumDrop on teh 26/06, for delivery on the 01/07/22. My team assigned a driver prematurely, which again, resulted in you not being available. Again, both Makro and by now WumDrop, should have known this. The order was returend to the store again, as per our protocol.
The order was subsequently rebooked 3 more times, each time the order was not available and pick-up exceptions were created. eventually Makro dispatched with their in-store fleet.
On my side, I can only sincerely apologise for the comdey of errors, and take full responsibilty for my teams invovlemnent on where we assigned a driver to collect an order, that was not scheduled.
I will reiterate to my team regardnig internal proces, and only hope that one day, when you order from Makro again, your experience, if delivered through WumDrop, will be seamless.
Regards
Kim
Apologies for the delayed response.
I have reviewed the tracking and can confirm the following.
We first received a request to collect and deliver, on the 20/06/22 from Makro. Our team assigned your delivery to Mario, and Mario attempted, but as you have previously confirmed, due to you requesting a specific day, you were not available. The order was then returned to the store. Even though you requested on the Makro site for 1 July delivery, the collection request was still pushed through to WumDrop for pick-up on the 20th.
The store, not contacting you to confirm your availability, rebooked the delivery on 21/06/22, for delivery on 21/06/22. In this instance, we did not collect, as there was a note to confirm that you had requested an alternate delivery day
The order was then rebooked, and in this instance, my team failed to plan plan. It was correctly booked onto WumDrop on teh 26/06, for delivery on the 01/07/22. My team assigned a driver prematurely, which again, resulted in you not being available. Again, both Makro and by now WumDrop, should have known this. The order was returend to the store again, as per our protocol.
The order was subsequently rebooked 3 more times, each time the order was not available and pick-up exceptions were created. eventually Makro dispatched with their in-store fleet.
On my side, I can only sincerely apologise for the comdey of errors, and take full responsibilty for my teams invovlemnent on where we assigned a driver to collect an order, that was not scheduled.
I will reiterate to my team regardnig internal proces, and only hope that one day, when you order from Makro again, your experience, if delivered through WumDrop, will be seamless.
Regards
Kim