Should we expect a different level of service from different sales channels; Online, Retail Outlets, Telephone?
My most recent experience buying a mattress online for a fantastic 50% discount (www.bedroomworld.co.uk):
- Value approximately £250
- Wrong product arrived
- Notified company immediately (as it advises on their website – I took the precaution of both e-mailing and calling them so I would have evidence)
- Promised a call back, on several occasions, no call backs received
- Re-arranged delivery time – no delivery arrived
I had to take charge in order to resolve the situation. I told the advisor what bed was delivered and what bed I had ordered. He looked up the mattress and told me it was the correct one, only for me to question what site he was looking at and it turned out to be their sister site www.mattressworld.co.uk. Why they are listed on different sites as different products is another matter.
I demanded callbacks by a certain time, they should have given me a callback time. Each occasion, the time passed and I was calling them again. Finally someone called me back after 2 days of me calling them, to assure me the correct mattress was going to be delivered the next day. I take time out of work, sit and wait, low and behold – nothing – so I take the initiative and call the delivery company, only to be told that they were given a ‘partial address’. Not willing to take any more time out, I gave them my work address and had it delivered there, now with the added hassle of getting it home myself…. A 15 minute phone call to bedroom world later in a less than pleasant rant, I have never heard from them again. I will never use this company again… Ever!
Were my expectations too high?
Or was this just another bad experience with a bad company??