So many issues, so little time
In the post Christmas sales, I decided to see if I could pick up what I hadn’t received from people, namely some makeup. Figuring I ought to support the local economy, I get onto the David Jones website and start browing through the cosmetics. I decide on a number of items and place my order, thinking it will be relatively straightforward.
A confirmation email and a dispatch email come through without issue. The items arrive together in a few days, without issue. Until I check the invoice. I notice that the price next to one item is $19.95, whereas a sticker on the actual item says $14.95. I check the emails I have and they state the same, so I email David Jones to ask them to check the details and refund me if appropriate. I hear nothing, so I contact them again with the same message. Both of them stated that my preferred contact is by email. Late last week, I still have no response so I send another message stating that I will not be using their shop again due to lack of customer service and I would like to be contacted promptly regarding the original issue.
Within half an hour, someone has called me. In an irritated way, she says that she replied to both of my emails within a day of them being sent and perhaps I should check my junk email folder. While on the phone to her, I log onto my email and check the junk email (nothing there) and perform a search for ‘David Jones’ but only the order and dispatch emails come up. Instead of moving on and resolving my issue, she says that perhaps I put in the wrong email address and I should be more careful.
Now, I’m sure we all have bad days. Hell, I’ve had a bad week. But if you’re in customer service, sounding irritated with the customer and blaming them for contact problems is not the way to do your job, I’m pretty confident of that.
As an aside, my browser of preference is Firefox, which has a handy habit of keeping data memorised for certain fields on certain sites. David Jones is one of those websites. When I filled in my contact details, Firefox remembered that I had already filled them in when I ordered, and the email address, name and phone numbers were there. Now, I had already received two emails confirming my order, so presumably, that email address was correct.
After I tried to push through the communication failure of the customer service rep, we finally got talking about the actual issue: the fact that I had been overcharged. But that was my fault too! I had misread the terribly formatted emails and invoice, which had put the prices out of line with the item. The $19.95 I thought I had been charged for the $14.95 item was actually for a different item – it’s just that they didn’t understand how to make things appear in a straight line on the computer.
I stated that due to the terrible customer service (and general formatting incompetences) I wouldn’t be shopping with them again and to apologise for wasting their time. This seemed to irritate the customer service rep even more and she said that next time I contact them to make sure my contact details are correct and to confirm there is an issue before proceeding.
Quite honestly, I’m appalled that this store, which attempts to pride itself on top quality service and products (over neighbouring Myer), could employ someone so rude to resolve customer issues. It’s now clear that I have another store to avoid at all costs: David Jones. Given that Myer is already on this list, Bourke Street Mall is becoming ever-more redundant to me.
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Now, think back. Before Christmas time. My usual Christmas method of buying presents online continues: I get on the computer and start looking.
For my housemate, I settle on two items from Red Balloon – a macaroon making set and a chocolate tasting kit. When I order, both items are in stock, and I receive an email stating they will both be dispatched ASAP, so I assume they will be coming together. Wrong.
In the break between Christmas and New Year, a large box arrives from Red Balloon, which is reasonably heavy, so I figure they are together. Again, wrong.
My housemate opens it and is thrilled to find a macaroon making set – a large recipe book and a set of fancy tools. Given the size of the box, I’m shocked to see there is no chocolate. So I contact Red Balloon. They inform me that they are unsure what has happened and will get back to me. A week later, I email again. They say they are unsure what happened and will contact the supplier. This week I’ve been told that they have contacted the supplier to dispatch it again for me – but without any further details.
I’ve responded stating that it’s unacceptable to display an item as in stock, and send a confirmation email detailing it dispatched with a courier then for it not to arrive. If it doesn’t arrive by the end of the week, I will be requesting a refund and to disregard the order.
I only hope that this item arrives, or I will have to attempt to get a refund from them which I doubt will be easy! Taking into account the issues so far though, I won’t be using them again.
The number of competent Australian online stores seems to be quite restricted, and I’ll have to focus on those that do work. So, here is a positive account, as a pleasant change.
Readings.
A wonderful, independent bookstore. In Carlton, they have survived Borders opening across the road, and then closing due to money problems. Given that they do not have Mega Sales (with capital letters) constantly and books are not perfectly segregated, they do very well. They have a huge range of stock, including music and DVDs, with a strong focus on local authors and artists. They also have regular readings (geddit?) and discussions – particularly for children. I’m very happy that they are keeeping kids interested.
Their website is still growing and becoming easier to use, but in the mean time, it’s quite easy to search or browse categories. The prices aren’t the cheapest, hardly surprising when you consider the country we’re in, but postage is free and fast. They also have a very, very broad selection of items. I always prefer to use this over the Book Depository, simply because it’s Australian.
