Extremely low level customer service for a luxury brand
Hello, Once again I have to stress the extremely low level of customer service your brand offers to its clients. This is especially problematic being a luxury brand with high prices, that you deprioritise customer satisfaction to this level. 1. You do not offer tracking. While you send tracking email, once I input order ID and my email address, the websites redirects me to the main page. Tracking is a basic online service, but you as a luxury brand can’t make it work. 2. Can’t request return on your online form, same issue as in point 1, system redirects to main page after giving details. Appears that you cannot maintain the service offered through your website. For tracking and return, I have to contact your customer service which is inefficient for both client and you and incur unnecessary cost for your business. 3. Once return was requested on my behalf through an agent, an email was sent referring to a return label attachment, but there was no attachment. 4. Meanwhile, in another email, your support agent informed me that I’ll receive no return label, the return will happen via UPS pickup, without informing me when this pickup will happen, despite my question. I think it’s needless to say that noone is sitting at home 100% of the time, most of your clients have office work and other errands they have to take care of, so informing well in advance when this will happen helps to ensure effective handling of the return for both the carrier, you, and the client. Appears this is not a priority for your comany. 5. Despite the information by your support agent that a UPS carrier will come, today, unannounced and unexpected, a DHL(!!) carrier showed up, trying to pick up a parcel, which was unprepared, thus they will need to come at another time. I will share my experience in multiple places online which will hopefully serve as an incentive to you to match the quality of your service to your price tags. Overall, it’s safe to say that my purchase experience with you was by far the worst in the past decade (!), and unfortunately I will refrain from choosing your service in the future due to the above mentioned issues.