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Merchtopia Limited - Customer Careless

  • 29-11-2013 9:21pm
    #1
    bikelady
    Registered Users, Registered Users 2 Posts: 1 ✭


    Hello All,
    Want to share my recent experience.
    I am quite often buying vouchers from either Groupon or SocialLiving, and this was one of those temptations: Super Deal - 32-Piece Cosmetic Brush Set on MerchTopia.
    Reaction - WoW, Great, Need it, Bought IT and here it starts...
    The vouchers was purchased on the 12 of October, and guess what, I right away tried to redeem it through the link provided... No Luck... As I’ve been told later, due to technical issue; Therefore, I had to redeem it over the phone only on the 17 of October. The agent was pretty friendly, took all my details and placed the order. Straight away I received confirmation to allow 10 Working days for order to be dispatched and I started to wait.
    The 17th , 10 working days, so the latest time for dispatch had to be 31st of October, however , Logging request to the CUSTOMER CARE of MerchTopia on the 12th of November and getting very shallow answer: “As you are in Ireland we are advising customers that its 10 working days for despatch and another 7-10 working days for delivery”

    For the next numerous contacts you can see below:
    13th November – MT “As you are overseas we are advising customers for a 7-10 delivery period on top of the despatch time.”
    13th November – ME “This is already otside of this 7-10 working days, a s it is 13/11/2013 today and I still did not hear anything from anyone on the tracking number , Delivery Company, delivery date or anything like this.”
    13th November – MT “I will track the parcel for you and come back to you either later today or tomorrow and that will give us a better idea.”
    14th November – MT “I have tried to track your parcel and am unable to get any information, therefore, I will arrange for another parcel to be sent out to you.” “Sorry – could you please confirm your address so I can make sure we have the correct details.”
    18th November – ME “DO you have any update on my parcel?”
    21st November – MT “I have no 22 for your delivery address – would you be able to try that number to see if they have your brushes?”
    21st November – ME “This is not acceptable, I should not be going around neighbourhood this time seeking for my parcel.”
    21st November – MT “I understand what you are saying but I didn’t think it would be a problem considering its not far away. This is the address on the order provided to us.”
    21st November – ME “This is the Number which your agent entered into your system , as there was a Technical issue on the first place which did not allow me to redeem my Voucher online, which made me to redeem it over the phone.”
    24th November – MT “I am Stacey customer service manager.
    We can see this order has been placed. But, as the vouchers are redeemed by you directly. We can only deliver to the address provided. Therefore as this is now been brought to our attention that the details entered were incorrect a ser charge will be payable for the order to be re dispatched”
    25th November – ME “I can confirm that this order has been redeemed over the phone, therefore the information was input to your system manually by your agents with an error. Therefore this is your service error.”
    25th November – MT “I am very sorry that one of my colleagues had input this wrong. As a customer service manager you are aware that sometimes these things do go wrong.
    I am very sorry on our behalf and I myself will make sure another is sent today doe you. You will receive this in the next couple of days by royal mail signed for. Again please accept our apologies
    And Guess WHAT? Today is the 29th of November, and I still do not see any progress on this case.

    BTW – I did go to my neighbour to check. I met a very nice old Man, who used to work as Postman before pension and as a very good man tried to see who that package belongs to and as he did not manage to find anyone, gave the parcel back to the Post to be returned to the sender.

    As an Outcome - THE “CUSTOMER CARE” is absolutely careless, and could not care any less.

    The Deal is again advertised on the Social Living

    People, Please SHARE with Others, so any one can see what can be expected if you try to order from this site Merchtopia Limited


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