While I’m in the complaining mood…
Apologies, dear reader for this my second piece of evidence submitted to illustrate the dire state of customer care in this country.
It concerns the on-line purchase of merchandise from a very well known charity. Ordered on the 31st October the goods had not arrived as promised by the 5th November so I emailed them. No response. On the 14th I rang them. After being in a queue for a very long time and being frequently assured that my call was important to them I eventually spoke to someone who said they would have someone check it out and get back to me. Well they never did, so eventually I had my bank recover the card payment. This Friday I finally got a response to my original email, which began thus (suitably redacted to protect the charity concerned):
“From: REDACTED@REDACTED.org.uk
Subject: FW: REDACTED
Date: 25 November 2011 15:28:45 GMT
To: REDACTED<REDACTED@REDACTED.com> <- that’s me
—–Original Message—–
From: REDACTED Supervisor [mailto:supervisor@REDACTED.co.uk]
Sent: 21 November 2011 10:20
To: REDACTED <- to themselves???
Subject: RE: REDACTEDGood Mor <- Eh? What???
Dear Mr REDACTED ,
Please accept my apologies for the delay in responding.
Your order was dispatched on 06/11/11 so I am surprised you haven’t received it yet. etc., etc.“
Stunning, eh? They sent it to themselves before forwarding it to me. I responded to this by emailing them a PDF of the letter I had meantime sent by snail mail. Their automated reply to my last email signed off with this:
“Please bear with us at this difficult time”. Bear. BEAR!
