Terrible after-sales service
I have genuinely never dealt with a company as unprofessional, unhelpful and completely disinterested in its customers as this one.
I ordered a set of mats, along with SureFit insurance, on 26th July. The initial interaction was quick and professional, and my order went into production on 28th July. Unfortunately, that is where anything resembling good customer service ended.
It is now 13th August, more than two weeks after placing my order, and they still cannot even tell me where it is. The tracking has shown no meaningful movement since 5th August, with the same useless update simply stating that it has "left the country of origin."
My dealings with their aftersales team have been absolutely appalling. I have spoken with Elliot, Amy and Dan, and apparently not one of them is capable of picking up a telephone and actually contacting the courier to establish where my parcel is.
Instead, I have been repeatedly fobbed off with ridiculous excuses such as "it takes a few days to get an update" and, unbelievably, "we don't have a phone number for the courier." This is supposedly a courier company they spend thousands with every month, yet they expect customers to believe they have no means of contacting them directly. Frankly, I find that very difficult to believe.
Having completely lost confidence in them, I asked for the order to be recalled and my money refunded. Their response? They apparently have to wait until there have been seven days of inactivity on the courier's tracking website before they can even process a refund.
So despite having taken my money, being unable to tell me where my order is, and being unable—or unwilling—to contact their own courier, they are also refusing to give me my money back.
The attitude of the aftersales staff has made the whole situation considerably worse. The rudeness, complete lack of accountability, refusal to take responsibility and statements that simply do not appear credible are an excellent example of how not to run a customer service department.
Mistakes and delivery problems happen. What separates a professional company from an unprofessional one is how they deal with those problems. In this case, there has been no urgency, no ownership and seemingly no interest whatsoever in actually resolving the issue.
So here I am on 12th August: no mats, no refund, no meaningful explanation as to where my order is, and absolutely no patience left.
An utterly disgraceful level of customer service.
*Edit*
I was contacted by another person after putting up the review who apologised for the terrible service. They confirmed that they had a contact number for the courier (Shock). Received refund. Also told to keep mats if they arrive. Lets see !!!