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Praise for Waitrose customer care team
The_Unready
Posts: 653 Forumite
On Thursday last week I ordered a gift of a couple of bottles of wine to be sent to my mum for her birthday on 31st March. I paid extra for a 'named day' delivery.
She received an automated message by phone in the morning on the 31st which said that the package would be delivered between 11:00 and 12:00 that day. So far, so good.
However, no packages were delivered between those times. Indeed, no packages were delivered at all that day, despite either one or both of my parents being in the house all day.
Additionally, no Parcelforce (the courier) vans/lorries were sighted in the vicinity of their cul-de-sac, there was no attempt by any couriers to ring the door-bell, and no ‘Sorry I Missed You’ (or similar) cards were posted through the letter box.
I emailed the Waitrose customer service team on the Monday following and expressed my disappointment that the package had not arrived on my mum's birthday, and asked for the £8.95 delivery charges to be refunded.
Within 5 hours I'd had a response (on a BH Monday) which stated that Waitrose were going to refund the total cost of the order. Immediately afterwards I received a PayPal refund notification email.
On the following day the wine was delivered by Parcelforce, but Waitrose are not intending to ask for the wine to be returned.
So, excellent, speedy service by the Waitrose team - it certainly makes me want to shop with them again!
She received an automated message by phone in the morning on the 31st which said that the package would be delivered between 11:00 and 12:00 that day. So far, so good.
However, no packages were delivered between those times. Indeed, no packages were delivered at all that day, despite either one or both of my parents being in the house all day.
Additionally, no Parcelforce (the courier) vans/lorries were sighted in the vicinity of their cul-de-sac, there was no attempt by any couriers to ring the door-bell, and no ‘Sorry I Missed You’ (or similar) cards were posted through the letter box.
I emailed the Waitrose customer service team on the Monday following and expressed my disappointment that the package had not arrived on my mum's birthday, and asked for the £8.95 delivery charges to be refunded.
Within 5 hours I'd had a response (on a BH Monday) which stated that Waitrose were going to refund the total cost of the order. Immediately afterwards I received a PayPal refund notification email.
On the following day the wine was delivered by Parcelforce, but Waitrose are not intending to ask for the wine to be returned.
So, excellent, speedy service by the Waitrose team - it certainly makes me want to shop with them again!
0
Comments
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Might be an idea to post it on their social media pages - they have ways of tracking down the actual "partner" and noting it on their file.0
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Good remediation but ultimately your mum didn!!!8217;t get the wine you ordered for her on her birthday. I think everything they did was what I would expect them to have done really.0
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Good remediation but ultimately your mum didn!!!8217;t get the wine you ordered for her on her birthday. I think everything they did was what I would expect them to have done really.
I suspect the point is that Waitrose did more than the OP hoped they would.
No one can turn back the clock, but this certainly sounds like a good resolution and the OP seems pleased with the action given by Waitrose.0
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