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The
following is a copy of an e-mail we received from Alejandro Perez
I'm very sad to hear that you are not getting enough feedback back from the
ones you give time, support and attention. I do think that the site is doing
a great job to the public. It's a shame that we are not more cooperative.
:(
Following the motto on your site, I would like to attach a letter to
this email concerning a message I sent to ASDA, after I was badly let down
by them.
Feel free to publish it if you think that anyone may find it useful. If
you do so, and let me know, I'll be certain to send you any response I get
from ASDA (if any at all).
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I
can't begin to describe how upset and let down I feel thanks to the "Special
St. Valentine flower delivery service", which I contracted well over a week
before the date in question, to send a bunch of flowers last Tuesday the
14th of February.
My ordeal started early Tuesday afternoon, when I made my first attempt
to track the flowers at 12pm. After being on hold for quite some time, the
operator at the end of the queuing computer was unable to give me any
information whatsoever on the current situation of the parcel, nor was she
able to provide an approximate delivery time or, even the likelihood of them
being delivered before the 19:00 deadline.
Subsequent calls to the centre (the only point of contact with your
service I could get through to) proved as useful as the previous ones and
after speaking for the 4th time with an operator close to 17:00 my fears of
the flowers never making it to its destination became a serious worry.
Worry turned to sadness and disappointment at 19:30 when I found out
that nothing had arrived and the person who I attempted to deliver the
flowers was leaving the office with nothing on her hands.
I called your call centre again on Wednesday morning, expecting to
receive some sort of explanation as to why a mistake of that type could
happen, why there was such a lack of professionalism through the different
departments involved and ultimately, the likelihood of getting the flowers
delivered. All I got in return was a very cold "A manager will call you
later on ... or tomorrow if not today".
I can not comprehend why you would go to the length and trouble of
offering a service to deliver flowers on a particular day when you don't
have the capabilities or can't be bothered to do so. It is clear to me that
if there was any intention to provide a degree of customer satisfaction, I
would have been able to speak with someone able to tell me the whereabouts
of the flowers in any of the multiple calls I made to your call centre.
Besides that, one of your managers would have managed to pick up the phone
to call me back on Wednesday. Lastly, and more importantly, had the service
advertised been a professional one, the flowers would have got to their
destination without the need for me to keep chasing you.
Everyone knows that If a student arrives a day later for his exam, all
the effort placed in preparing for it is wasted. For him, the consequences
of his mistake are quite severe. In you case, I have the impression that
nobody cares.
The damage is already done in my case and there is nothing that can be
done to revert it. Regardless, the first thing I want from you is a full
refund of the £28 pounds I was charged for the service. (in this case, lack
of it)
Second, I consider than an explanation and an apology would be in order.
If your company was a serious one, I could also expect an attempt of
compensation, but I know that it would be a waste of time.
I trusted your services based on previous experience with on-line
stores, mainly with Tesco who I've never had a problem with.
Something tells me that if I had used either of them, a bunch of flowers
would have been delivered, and with it, the illusion of the day.
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