Abysmal customer service
When I placed my order it said it would be shipped within 2 to 3 days. 6 days passed I sent them 2 emails and an Instagram private message. Another day passed with no response and I got in touch on the chat on the website. They said my order would be with me either tomorrow or the day after. I still had not received my dispatch email confirmation or order.
This was when I got in touch again via the chat and explained that I was disappointed. They accused me of being hostile but said they would chase the order. They said it was with hermes. I knew this wasn't the case as I used to work for hermes and they always send an email when they have received the parcel.
They then said I'd lied about how many times I said I had been in touch with them. As this was the 5th time now. Then they cancelled my order and said they would issue me a refund and a return to sender. I didnt have a choice with this.
Overall I am very disappointed I was really looking forward to getting this order. I understand they are busy. But the customer service was abysmal.
Reply from Petcha
Hi Siobhan,
Our website states we AIM to dispatch our orders within 3 working days. We are currently experiencing a delay due to demand, and your order was shipped 2 days late - which we have apologised for.
You emailed us twice, which is our correct channel for customer service (not instagram) and we replied within 24 hours. In this time, you also reached out to us via chat in which we responded immediately.
You messaged us in a rude manor, our Customer Service team were simply trying to assist you. Your parcel was with Hermes, we don't input our customers email addresses into Hermes therefore you didn't receive an email - this is not a requirement.
I cancelled your order for you after you mentioned a refund yourself. You stated the order was urgent and that you needed it for the weekend. We are unable to "speed up" Hermes delivery delays, and I therefore refunded you so you could purchase a harness from elsewhere before the weekend - as it was a Thursday, one day before the weekend you needed it by.
We have apologised on multiple occasions for the 2 day dispatch delay, however Hermes delays are out of our control. We feel your review is very unfair. In future, you should allow a service team more than 24 hours to respond before deeming them "Abysmal" but thank you for the review, nevertheless.
Petcha.
