Bad customer service for the online shop
I would give the company 0 star if I can, because of its extremely bad customer service and online operation.
I have been buying Prophete's products offline and was satisfied with the price-quality offer. Due to online promotion, I have decided to buy some equipment at its online store. GLS was responsible for shipping my package, but failed to do that. After 2 days receiving the delivery tracking link, I could no longer open it to identify where the package was.
I called the customer service 5 times, they promised to write to GLS and after 2 weeks of no response, I wanted to claim back my money. They said that they would contact GLS one more time, and after 1 more week, I still got no response. The 4th time was communicated by an irresponsible, rude, non-educated customer agent, which I feedbacked to their customer service team. By the 5th time, they asked me to wait after 4 weeks of waiting....in the end, they called me to inform that the package is sent back to their logistic center. One day after, I did not get back my money and have to claim back by myself.
I guess that they cannot really manage a good customer service with results. If something goes right, then everything is fine, but if something goes wrong, they will just make customers' lives miserable....
Sadly, the customer service always promised to write me the response to update during the whole communication process, but I did not even get any feedback and had to call them 5 times by myself. They explained that is because they got no response from GLS. But in such situation, why could they not send an email to reply to customer, who is waiting for their products? Why does the customer service exist?
I strongly advise the company to check and refine and improve their customer treatment. Otherwise, you would surely lose loyal customers and their recommendation to other potential customers....Until now, I strongly advise people who want to buy online at their shop to think twice before. I don't think they have a good delivery partner and a good customer service to treat customers well.
Reply from Prophete
Thank you for taking the time to share your experience with us. We truly regret that your order and the service you received did not meet your expectations. Please be assured that we take such feedback very seriously. We have requested your details through Trustpilot in order to review the case as part of our quality management process. Your feedback is important to us and helps us improve our service.
