The WORST experience I have ever had online shopping.
I purchased personalised end of term gifts for my junior dance students which is where I spend my termly marketing budget. Before purchasing at the start of November I had three calls of over 20 minutes to customer service checking they would arrive in time.
After non-delivery of my order I phoned again twice (this time each call was over 30 minutes of on hold) and was promised a re-delivery by 5pm the day before the end of term. This did not happened. I spent another hour on the phone to customer service team, who asked me to put the phone down and wait 10 minutes for a manager call back. 7 hours later that had not happened so I phoned again (20 minutes on hold) and was told again that a manager would call me immediately. He didn't.
The next morning I called again and this time found not only were they not out for delivery they hadn't even gone into production. So I had been lied to continuously for two weeks of calls. They refunded my money and told me the order would be cancelled. I was left on the day of the show with no budget to buy the kids new gifts (refund takes 7 days) and with absolutely no marketing for next term which will have a serious affect on my business. They offered me a free photo book. I declined.
I have not been able to reach a manager and have not had a reply from my complaint emails.
Please note I had a direct email address for a manager as on the 13th Nov when I first phoned the company to check the delivery would be on time before I purchased - I had been so impressed with the customer service I had emailed to name the three representatives I had spoken to and praise them (in retrospect having to make 3 lengthy phone calls in one day before making an online purchase should have been a red flag.) The manager replied immediately to that email thanking me and offering me a free canvas - which I did not take up.
My order was my end of term gift to the 29 junior dance students I have. I had nothing to give them after their show.
I spent HOURS on the phone to their customer service team in no less than 13 phone calls of at least 20 minutes by the end of it. I lost all of my marketing though I am promised the money will be refunded this week but not yet and it's too late for the next 5 months of my company.
An evil company.