Worst online shopping experinece
I would like to share my experience with WADI so people think twice before dealing with such company, I ordered a perfume two months back (Nov 24th) under Order# AE5B0861809 and added the address of my office since I do not leave office before 5 pm, it was written that order should be delivered in three days, and really after three days I received a message that shipment is on the way to me. The message was received 11 am, I called the driver 5 pm to check why it was not delivered and he said that it will be delivered before 6 pm so I waited but the driver did not show up, when I called back he said that he will be late and suggested to deliver the package tomorrow instead so I agreed ....... Next day I received the same message, but noone delivered anything till 5 pm, I called customer service who said that shipment did not go out of warehouse and apologized for the confusion with the promise that it will be delivered next day. Next Day (Friday), I received the same message that shipment is on its way, so I thought of calling the driver once message was received to understand when he will deliver the package, he said that they had error in the system and the shipment did not leave the warehouse as we speak ! I asked him if he can leave it at the reception if I’m not there and he said no, the customer has to be there with valid ID to be able to collect the package. Ofcourse no shipment was delivered that day, so I called the customer service and escalated the issue to their manager who apologized for the inconvenience with 3rd promise that shipment will be delivered next day .... I asked again if the driver can drop it at the reception while I’m not there given that this is a weekend and they already spoiled my Friday, they said no, customer has to be there with a valid ID. Next day (Saturday), I received the same message and noone called till the evening before I receive another message saying that the driver went to the address but couldn't find me, so I was so really frustrated because I was sure that noone came at that time, I called the driver and he confirmed that this message was glitch in the system !! AGAIN I called WADI customer service the next day and the following one and the following one ......... for 2 weeks I escalated the case several times to the highest person in their customer service department with promises everyday that delivery will take place the following day, they promised they will send a voucher as well with the shipment as an apology and compensation for their mistakes and the wasted time. At last after 3 weeks I received the shipment in the office, the delivery man dropped it at the reception while I am having lunch downstairs, he did not wait to see a valid ID or anything !!! The receptionist received the package and paid the money 452 AED. I went back to the office to find the package on my desk, I opened the package to find out that order was sent with one perfume while the offer I ordered was buy one get one free and there was no vouchers given as well. I called the customer service who apologized again like they did everytime and offered no solutions as usual. I asked how come the driver hands the package to someone without a valid ID, because I wouldn't have paid the money at this stage without opening the package and making sure it is not damaged especially after being on the roads for a month. they just apologized again with no solutions. I requested to refund as per their policy on Dec 6th, they told me Aramex will send someone to take the product back and let you sign on a form in 3 days time, the guy came and I signed the form. I called the customer service to understand the rest of the process, they said I will receive an email to advise my bank details for the refund to take place in 5-7 days. I received the email and replied back with my details, however this was more than 3 weeks back, I called the customer service to inquire when the guy told me that i replied back but they could not find the details, I asked him to look again into the email and he suddenly found all my details !!!! So to conclude: - I ordered from WADI a perfume that was supposed to reach me in 3 days, it took them 3 weeks for no reason - While their business depends totally on shipments and timings, it was obvious they are contracting with the cheapest shipping company out there as one of the times I called the driver the excuse was that his car has a problem hence shipment cannot be delivered today!! - They do not have any control over this shipping company as their management contacted the company several times but the package was not delivered the next day still - The customer service agents are polite but they were told to apologize to calm the customer down when they do not have anything else to offer so I heard over 100 apologies in the past two months but zero solutions to the extent that some of the calls started to be funny, they were telling me "I am sorry but I do not know what to do !" - Customer service does not give the right attention to such cases, for instance i was never contacted throughout the two months by WADI to check if the shipment was delivered or not, and I was not contacted when they received my email with the bank details to tell me they cannot find the details in the email (despite that all details were provided) - They do not understand that some of the orders are for birthdays or anniversaries so it is imperative to have them delivered on time, like mine I have all the messages and email correspondence between me and WADI for reference .... and till now I did not receive my money back ! I will keep positing this story everyday on various online shopping pages so people expect the level of service they will get if they deal with #WADI #unprofessional #Liars