RIP OFF SUPERDRUG - poor customer service and poor site to boot!

tikkab

So I placed an order for Christmas presents (very organised this year) with Superdrug online. Now firstly, the functionality of the site is very poor, you select view all so that you can easily browse but every time you add a product to your basket it goes back to viewing by page! Very Frustrating!! Anyway, I have a discount code, and with the 3 for 2 offer I can save myself a fair bit so I stick with it! Basket complete with items I enter my discount code, pay what I'm asked to pay, and complete my order.

Now forward a couple of days, my parcel arrives, full of goodies. One of the products I had chosen was a Glee Nail Polish/Lipgloss/Glitter Trio, in fact I'd ordered 2 of them. I open the parcel up and discover that there are 2 of the Glitter box in there but no Nail Polish or Lipgloss. So I call Customer Services and the agent tells me she'll give me a call back. She calls back and informs me that you only receive one of the three. The trio actually refers to the fact that there are 3 items in each box.

It won't allow me to upload a picture of the product screen, if you would like to see one visit facebook.com and add the following to the end of the URL.

/album.php?aid=230994&id=595719064&l=b6a3a71ea2


So I question this as the nowhere does the product information tell you that you'll only receive one of the 3 or that the one you receive will be picked at random. They confirm that this is an error and that it's misleading but inform me that there's nothing they can do and if I don't want it I can return it. Now you can't return the product to your local store, you have to package the item and return it by post. Though at least the postal address is free! They tell me that they don't have to honour what it says on the site at all as I've got the option to return the product!! I will definately be doing this! Let me tell you that what I expected to receive was 3 small boxes, each containing small, trial size cosmetics. What I received was one large box, containing 3 small trial size cosmetics! You're definately paying for the packaging here!!

So this should be rant over, but the Customer Service Agent did outdo herself when she informed me that there had been an error on the website at the time of me placing the order so I'd paid less than I should have so I should be greatful really!!!! :mad: 0 out of 10 for Customer Service here!!

I thought I'd best check with them then in this case how much of a refund I'd receive if I return the Glee items (that are less than Gleeful!). I could just imagine that I would return them, wait the 30 days they tell you it takes to issue a refund, only to find out that these were my free items so I get no refund and no 3 for 2. Thankfully they saw sense on this one and at least I'll get my money back! However, they will get no more money out of me, and if you read this and see any sense they'll get none out of you either!!

Boots may be a little more expensive, but by the time you get your advantage card points there's not much in it. I know who'll be getting my hard earned cash from now on!!

jenniewb

Agree with you on poor customer service- Superdrug are TERRIBLE! I have yet to walk into a store and feel a). welcome and b). not have to queue for more then 10 minutes for a single cashier whilst the others remain in the store stacking shelves which don't need to be stacked (they are not empty), the water cabinet is always warm, never have I been able to buy a cool drink (let alone cold!) from Superdrug and then theres the attitude of the staff. I seem to only need to pick up a tester before some huffy attitude-problem'd 19yr old comes over and virtually spits at me "your not allowed to use the testers" (not even on the back of my hand apparently) the way they say it is so condescending and just gets my back up (which is not a good thing as I am generally on the end of a short fuse...) Boots are just so much more welcoming- infact all stores are!
And then there was the sale disaster last year on Boxing day (or was it NY?) Where they promised discounts of up to 90% and a massive sale to end all sales. Infact about 1 item was on sale at 90% and most stores were not even participating in the sale let alone having this one massively reduced item.

I now don't bother with them, they just seem like the biggest joke on the high street.
Boots, Savers, Pound stores, Mac, Selfridge's, Topshop....and many others, all a far nicer place to visit.

It would seem like from the above their on line service is just about as bad as their store environment!

tikkab

tikkab wrote: »

So this should be rant over, but the Customer Service Agent did outdo herself when she informed me that there had been an error on the website at the time of me placing the order so I'd paid less than I should have so I should be greatful really!!!! :mad: 0 out of 10 for Customer Service here!!

I double checked the above and I paid exactly what I should have done, so their math needs improving as well as their Customer Service skills!

I don't often use them on the highstreet but I'm not surprised to hear that the service here is no better. Will not step foot in one of these again!!

jenniewb

You wont be missing much- it pays to shop in Boots and if your really strapped for cash, most larger Supermarkets sell the same of similar ranges for the same or lower prices then Superdrug.