Frustrating customer experience and delivered unassembled item without assembly instructions
Ordered a TV console in July. Initially, communication was ok, however, as soon as there were delays with shipment, problems seemed to start and Exclusivia stopped responding to emails and WhatsApp, with some responses ultimately through Facebook. Due to the delay, the delivery started shifting to a period of me being away. I advised Exclusivia well ahead of time and requested them to inform the local courier accordingly. This never happened, and I received calls in the middle of the night whilst overseas. Upon return, again no assistance from Exclusivia to help arrange delivery. I had to find the courier through trial and error by contacting numbers I had missed calls from. Leaving this aside, I had 2 courier companies contact me, one only speaking Chinese, and when unsuccessful over the phone they texted me in Chinese, without any option to respond to them. Eventually, I managed to arrange for the delivery of the item. However, despite the website stating "item is assembled", I received a flatpack, which in itself is not necessarily a problem. What is a problem though is that the flatpack came without any assembly instructions whatsoever, essentially leaving me stranded with a bunch of unusable parts. I'm yet to receive any response through any of their channels (WhatsApp, FB, Instagram, Email) regarding this. This entire episode has been a truly shocking customer experience. I can't comment on the quality of the item at this stage, given I have no idea how to assemble it.