…. or not as seems to be the case. The advert looks good. A huge range of products and good prices. However this is another company with poor customer service. I expect things to go wrong sometimes but its how the company put’s things right that counts.
Ordered a Sony PS4 console from ao and received an email notification that it would be delivered three days later. This is quite a long time these days as companies like Amazon deliver next day typically.
I was off work on the day they said they would deliver the item and patiently waited for it to arrive. I used their parcel tracking service and saw that my delivery was the third delivery in line. Then 2nd, then expected in a few minutes. This is good, I thought, real-time delivery tracking.
Then I get a phone call… I thought this would be the driver struggling to find our address. No, it was a lady from their logistics office who told me the drivers had forgotten to load my parcel and with barely an apology (she clearly did not care at all) said it would arrive on Saturday, two days later instead.
So, I contacted their customer services team, eager to express my feelings and hoping they would make more of an effort to resolve this matter. Below is their rather stock reply that certainly didn’t make me feel like an important customer:
Good Morning Paul
Thanks for getting in touch. I’m very sorry to read of the issue you had with your order. This is certainly not the experience we want any of our customers to have and I sincerely apologise that this has been the case.
It is very rare that an item isn’t loaded onto a delivery van and our Delivery Team do all they can to avoid this happening. Your comments will be passed onto them so that this failing can be investigated and further improvements made.I have checked your order and can see that the delivery is rebooked for tomorrow. Please extend our apologies to your family member and I hope you will consider shopping with us again so that we can show you the true AO experience. If there is anything else I can do for you, please do not hesitate to contact me.
I sent a second message in reply to this and just explaining that as they had done little to resolve this situation, I would not being doing business with them this time let again in the future. I used their rather strange cancel my order link where you have to manually enter your personal and order details and below is the 2nd response:
Thank you for getting in touch. I’m very sorry to read that you wish to cancel your order. It is understandable following the issues you recently had with your order.Since your email, I can see my colleague Callum has already responded and it seemed that the delivery had now been rebooked in place for tomorrow (3rd March).At this present stage we cannot cancel the order until the goods are rejected at your property therefore if you still no longer require the PS4 then we’d recommend that once the drivers arrive that you do not require the goods and they will send these via return. Should you wish to keep the order then we’d recommend still accepting tomorrows delivery. In addition to this, we will also honour a 10% discount off your next order due to the inconvenience. This can be applied simply by quoting your new reference and current reference in the subject field. I hope the above explained is ok for you though if you wish to discuss in more detail, don’t hesitate to ring in or respond direct to this email.
So now apparently I cant even cancel the order. I did a phone call from the delivery driver on Saturday and I told him not to bother coming to my property as we wouldn’t accept the delivery as they had forgotten to load it onto their van a few days before.
It would have been nice if they had at least offered to send a replacement the same or next day but another two days wait when this was meant as a present. I had taken time to spend at home waiting in. They could perhaps have offered a small discount as some form of compensation? Anyway, if you want your item in less than a week and don’t want to waste your time sitting at home, you might want to rethink ordering anything from this company. I’m sure there are lots of customers who have received their orders and are happy with the price and service received but I also expect their to be just as many customers like me.
As a final epilog to this situation, I just read a guide from moneysavingexpert.com suggesting I am entitled to co compensation from them for taking time off work to wait in for the parcel. They supply a template for claiming the compensation. I think I will send this and see what happens?