Disgruntled at a popular online seller

I regularly purchase items from a popular global online seller, let's call them Axxxxx, as they have a large variety of goods and the delivery service is usually very good.  The following events are uncommon but I am sufficiently disgruntled by the outcome to tell the story here. 

I ordered some items for my son, taking care to check the estimated delivery dates to ensure that the delivery would be on a day when my husband would be home to receive them. When they didn't arrive (highly unusual for this company), I checked my online account and found the items had been listed as delivered  at a specific time on the afternoon that we were expecting them, but signed for by someone we didn't know.  I emailed Axxxxx to ask for further details, offering to try to retrieve the items if I could have a house and flat number from the courier.  It took Axxxxx two days to tell me that the items have been delivered to a local shop instead; I asked for the item to be delivered to my home address and, in any case, the courier should have left a card at the very least but didn't. I went to the shop and it was closed even though it should have been open at the time I visited. I emailed Axxxxx to ask them to resend the items and got an email saying one of the items was not in stock and they will issue a refund.  They said that should I choose to purchase the item from them when it is in stock I can contact them and they will give me expedited delivery for free.  I am not sure why I did this but I checked the Axxxxx website within 10 minutes of their email and found the item was in stock but at a higher price than when I purchased it.  I think this is an underhanded way to conduct business.  So I tried to leave feedback on the website but got a message after I posted my review saying that my review was withdrawn as the issue concerns delivery and is not about the item in question.  That is fair enough.  As I can see no way to leave feedback about the service on their website I thought I'd share the experience here.

Comments

  1. Gaby XavierSeptember 17, 2015 at 7:22 AM

    Following an email complaint, Axxxxx offered to refund the price difference. Now happier :)

    ReplyDelete
  2. Gaby XavierSeptember 18, 2015 at 7:05 AM

    A second parcel has been delivered to the local shop while I was sitting at home waiting for it. Complained to Axxxxx, who have agreed to redeliver the item, offered an extension of free service, and a promise to deal with the issue so it won't happen again. Good job they did as in the time they took to respond to my complaint I had cancelled a couple of items that had not yet been dispatched to prevent further issues. Parcel today arrived at home :)

    ReplyDelete
  3. Gaby XavierSeptember 27, 2015 at 3:49 PM

    Further issues with delivery in the last week, all when Axxxxx used an alternative courier rather than their own delivery company. Perhaps they need to have a word with the courier.

    ReplyDelete

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