My complaint:
A series of problems:
1. I placed an order with Wish for a Pilates mat on Sun 29 March. I requested the delivery to one address and the invoice to a different address
2. I got the order ation stating that the item was being delivered to the invoice address. PROBLEM NO 1. The ation stated that changes could be made within 8 hrs of placing the order
3. I sent an email within 15 mins of receiving the ation, asking for the delivery to go to the delivery address on the order. A customer adviser replied but the address was not changed PROBLEM NO 2
4. On Wed 1 Apr, I got a notification that my order had been cancelled and a refund was being made. PROBLEM NO 3 I would not have place an order for an item if I did not want it. And I certainly wanted the item and not a refund
5. I have sent numerous emailsnotifications via the App since then but the agents never quite understood what the problems arewere and I have never had a satisfactory response from any of the agents dealing with the ordercase. PROBLEM NO 4
6. Today, Wed 22 Apr – now 14 business days since I was told that the refund would be made, and having just checked my bank account again, no refund is showing PROBLEM NO 5
7. At this stage, I am without the Pilates mat I needed – in these time of ‘lockdown’ I have not been able to do my usual classes without the mat PROBLEM NO 6
8. And no refund has been made PROBLEM NO 7
As you can see, a clear case of really poor servicemanagement of a very simple order. I accept that we are in unprecedented times and everyone is under extra pressure; however, I have placed many online orders over the past month or so, and not one other supplier has had a single problem with any order or delivery. In fact, most deliveries have been received ahead of the time scheduled.
Suggested solution:
I would like the Pilates mat originally ordered, to be delivered to the correct address and the refund made, as promised. I would like both of these to be actioned with immediate effect.
