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Brenda S

1 reviews | Active since Jul 2014

17 Sept 2021, 10:56

Terrible service all around on multiple orders

Last week I placed an order and an item that I had ordered 3 units of was not in stock. I emailed several times and eventually had to call to get it sorted.

This week my order number was 701NRY. I ordered two units of the breakfast cereal in my order. When it arrived it was a different flavor to what I had ordered and paid for and a flavor my child does not eat. I immediately emailed (the website says there is a 24 hour turnaround). After 48 hours I emailed again (both emails had an automated response that they had received the email). Still nothing now on Friday close to lunchtime (the order came on Monday). I have phoned 7 times now and have the phone records to prove it. I either am met with a consultant who I cannot hear due to the chaos in the background or I am placed in a queue where I’m told I am first in line and sit on hold for ages.

It’s really quite simple - all I want is what I paid and ordered for and I will give the incorrect items back. I use Zulzi because I have physical disabilities and cannot drive to the shops. To have mess ups on two orders in as many weeks is not on. I don’t like having to resort to a public platform to deal with such issues. There are other same day delivery apps I use and have had to make alternative arrangements to get the cereal my child needs. The shopping process is tedious answering questions from the shopper and when you ask a question they go radio silent. They don’t deliver in the time slot allotted. I would really like to support your company but at this stage it doesn’t seem likely that I will put myself through the hassle.

0
Replies (2)
Zulzi
Zulzi's reply17 Sept 2021, 11:44
Official
Hi Brenda,

Thank you for bringing this to our attention. Firstly, we would like to apologies for the experience you have received making use of our services. We can assure you that this is not what we are promising to any of our valued customers like you. We do have some minor issues with our telephone system and we are in a process of having it upgraded so service you better in the future.

We will get in touch with you in the next 15 minutes to have this query resolved.

Regards,
Zulzi Team
BS
Brenda S's update22 Sept 2021, 14:14
Reviewer Update
This issue was sorted out and I decided to give your company another chance. I ordered groceries yesterday and was charged yet again for an item I didn’t receive. The Driver even pointed it out to me yet it was on my bill. I went through the arduous task of trying to deal with customer service. Again I had booked a delivery slot between 11-12 and the delivery only arrived after 1pm. I schedule my deliveries to fit in with my timetable and had to sit around an extra hour waiting for my groceries. I was refunded for the missing items - which I should have never been charged for because your team clearly knew what was missing and said so at the door. I also asked for a refund on the delivery fee which I think is fair given the long and frustrating wait. At 10:30 this morning I called and tried to explain the failure and was told by the consultant that she couldn’t do anything and it had to be sorted out by a manager. I asked her to transfer me to a manager and no one was available. I asked to be contacted within 10 minutes and she laughed and said that was impossible. At about 13:30 I called again and was put in a queue on hold so long I eventually hung up - I’m footing the bill for these calls. It is now past 2pm and I am awaiting a reply to my email sent yesterday and request for a manage to call me as soon as possible after speaking to your team at 10:30. I might as well get in my car, drive to the shops and do my own shopping. This is supposed to bring convenience to your customers - that is surely your unique selling point, yet I have spent more time trying to sort out the issues than I did placing an order. And, yes, we do pay for the convenience offered by paying a delivery fee and I therefore feel I have every right to complain.