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Silja I
World's worst customer service
Soestrene Grene的点评
点评：Bought a fairly cheap item online, to be delivered to the UK. The delivery fee cost almost as much as the item itself. Over three weeks later, the item has not arrived. Parcelforce tracking says it's at the post office for me to collect but the post office hasn't got the parcel either. Filed a claim with Parcelforce as it is obvious they have lost it. Called Sostrene Grene customer service. The agent I spoke to initially suggested she would send out a replacement, which is what I would expect in such circumstances. So far, so good.
However, a few days later and it is becoming clear that they are NOT going to send me a replacement 'until our investigations with Parcelforce are complete, which could take up to 10 working days'. So by the time the replacement gets to me, I will have waited 6 whole weeks or more! I explained that that's not good enough - as their investigations with Parcelforce don't concern me - and asked them to come up with a better solution. I even said I would happily pay for a replacement item as long as they waive the delivery charge. But they are simply refusing to find a solution, insisting on their procedures, telling me 'there is nothing else we can do for you'.
What's worse is that their customer service representatives are extremely unhelpful and some even downright rude. They have ignored my emails, hung up on me (!!!), promised to escalate the matter but then done nothing, etc.
Absolutely the worst customer service I have ever experienced. Will NEVER buy from them again.
However, a few days later and it is becoming clear that they are NOT going to send me a replacement 'until our investigations with Parcelforce are complete, which could take up to 10 working days'. So by the time the replacement gets to me, I will have waited 6 whole weeks or more! I explained that that's not good enough - as their investigations with Parcelforce don't concern me - and asked them to come up with a better solution. I even said I would happily pay for a replacement item as long as they waive the delivery charge. But they are simply refusing to find a solution, insisting on their procedures, telling me 'there is nothing else we can do for you'.
What's worse is that their customer service representatives are extremely unhelpful and some even downright rude. They have ignored my emails, hung up on me (!!!), promised to escalate the matter but then done nothing, etc.
Absolutely the worst customer service I have ever experienced. Will NEVER buy from them again.
翻译：我在网上买了一件相当便宜的商品，打算寄到英国。运费几乎和商品本身一样贵。三个多星期过去了，商品还没到。Parcelforce 的追踪系统显示包裹已经送到邮局等我领取，但邮局也还没收到包裹。我向 Parcelforce 申请了索赔，因为很明显包裹丢了。我联系了 Sostrene Grene 的客服。客服人员一开始建议我寄一件替换品，这种情况我也很期待。目前为止一切顺利。
然而，几天后，我越来越清楚，他们不会给我寄替换品，“在我们与 Parcelforce 的调查完成之前，这可能需要 10 个工作日”。所以，等到替换品送到我手上的时候，我已经等了整整 6 周甚至更久！我解释说这还不够——因为他们对 Parcelforce 的调查与我无关——并要求他们提出更好的解决方案。我甚至说只要他们免运费，我很乐意支付更换商品的费用。但他们就是不肯解决问题，坚持他们的程序，还告诉我“我们帮不上什么忙”。
更糟糕的是，他们的客服人员极其不给力，有些甚至非常粗鲁。他们无视我的电子邮件，直接挂断我的电话（！！！），承诺会上报问题，但之后却什么也没做，等等。
这绝对是我经历过的最差的客服。以后再也不会在他们家买东西了。
然而，几天后，我越来越清楚，他们不会给我寄替换品，“在我们与 Parcelforce 的调查完成之前，这可能需要 10 个工作日”。所以，等到替换品送到我手上的时候，我已经等了整整 6 周甚至更久！我解释说这还不够——因为他们对 Parcelforce 的调查与我无关——并要求他们提出更好的解决方案。我甚至说只要他们免运费，我很乐意支付更换商品的费用。但他们就是不肯解决问题，坚持他们的程序，还告诉我“我们帮不上什么忙”。
更糟糕的是，他们的客服人员极其不给力，有些甚至非常粗鲁。他们无视我的电子邮件，直接挂断我的电话（！！！），承诺会上报问题，但之后却什么也没做，等等。
这绝对是我经历过的最差的客服。以后再也不会在他们家买东西了。
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