My complaint:
In good faith I looked to purchase three Christmas presents on the 27th November.I was told that the delivery would arrive 13th December. Plenty of time before Christmas.
Now on the 17th December I am being told that delivery will be 5th January, though I don’t feel I can trust this delivery date. Even if they did, it would be too late for Christmas, so I looked to cancel the order.
I first went though an automated QA, where I was asked basic info, name, email address, order number etc.
That was no help so I requested a real person. I was then passed to ‘Scott’ never really sure if he was a real person or another auto-replyer?
First, he asked for the exact info I had just give previously (name, email, etc.) which I found a little annoying. Then after a while it was obvious Scott couldwould not help so I asked to have my complaint escalated.
After asking a second time to escalate the call his reply was:
As I have discussed this matter with you in detail, I can no longer assist you with this matter.
Sorry to hear that you are not satisfied with the outcome today. I will be ending the chat now.
And he cut the call. Not very professional. As he had left an upset customer hanging on a dead line. The irony then was followed by a survey which asked me to score how my call had been handled. When I scored it ‘0’, the survey said there was an issue and this score could not be recorded!!! (I wonder why?)
So, in summary, you have a customer upset with the impersonal way they have been dealt with, who is equally frustrated as he is £46.00 out of pocket and no presents for nieces eight days before Christmas.
I will wait to see if this is resolved to my satisfaction before taking this to the next step.
Suggested solution:
If Wowcher were a decent, professional organisation who cared about their customers and were keen to have the general public feel good about them and ordering from them then I would suggest the resolution to this complaint should be twofold:
1. The amount spent in good faith should be returned in full
2. Given the totally unprofessional way this incident was dealt with I would suggest that 'Scott' be sent on a 'client services appreciation course' and the the victim in this incident be offered some gesture of good will ( a voucher to be used on a future purchase, or a further discount on the purchase in question.)
