Terrible customer service - order partially delivered
UPDATE: Following my original review, the owner of the Irish distributor contacted me directly by phone and explained what had happened with my order. There was an issue with my original order and, unfortunately, when I initially tried to contact customer support, the team was unavailable, which contributed to the lack of communication and uncertainty.
Once the issue was identified, however, it was handled extremely quickly. I was informed that the remaining items from my order had been marked as urgent, and they were dispatched that same evening.
The rest of my order arrived at my home the following day, in perfect condition and with all of the missing accessories included.
I really appreciate the personal attention, clear explanation and, especially, the speed with which the problem was resolved once it was identified. While the initial lack of communication was frustrating, I am very pleased with how promptly the distributor took ownership of the issue and made sure that the complete order reached me.
Thank you for the attention and for resolving everything so quickly.
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I am writing to raise a complaint regarding my recent purchase of the Silver Cross Breez 10-piece. Order #SXC4330
My order was supposed to include the pushchair with seat unit, carrycot and the included accessories. However, I have only received the pushchair. The carrycot and two other accessories are still missing.
I contacted your Customer Service team on 23 September regarding this issue. Your website states that enquiries are normally answered within 24 hours, but I have still not received any response. I have also been unable to find any alternative way to contact your team.
What is particularly concerning is that my order does not show as having been partially dispatched, and I have received no confirmation, tracking information or explanation to indicate whether the remaining items will be sent separately.
At this stage, I simply need clarification regarding the status of the missing items and confirmation that the remainder of my order will be delivered.
I would appreciate you contact me as soon as possible to explain the situation and provide an update on when I can expect to receive the carrycot and the other missing accessories.
Reply from Silvercrossbaby
Dear Giulia
Thank you for taking the time to share your feedback.
We're very sorry to hear that your order arrived incomplete and that you have experienced delays in receiving a response from our team. We understand how frustrating it is not to have clear information about the status of your order, and we sincerely apologise for the inconvenience caused.
Thank you for providing your order details and contact information. A member of our team will review your case and contact you as soon as possible to provide an update on the missing items and help resolve this matter.
We appreciate your patience and hope to have the opportunity to restore your faith in Silver Cross.
Regards
David Lowe & Co Customer Service Team