eDecks, Do not be fooled. Prices are slashed at the expense of good customer service

spike1968

As a customer of eDecks over the last 6 years or more, I have been there as a loyal customer as they have grown. I have recommended them to many people to help that growth.

Yet on the two occasions I have had to deal with after sales they have been appalling.

The first occasion I have to quote Consumer Rights Act of 2015 to get action on damaged items. Their T&C's don't seem to follow that act.

But I gave them a chance and continued to use them and didn't need to use aftersales until this week.

What a nightmare!

I got a notification that a delivery will arrive on the 16th of the month, 7 days after my order was placed. Then I got notified that my order will be delivered on the 17th of the month. Yet no order received. 

On the 17th I called to ascertain where m y order was and I was told it would definitely be with me that day. At 1pm on the17th I called again to check and was again told it would definitely be with me again. At 4.50pm, they close at 5pm, I rang to asked if it would be delivered that day (17th) and I was reassured that deliveries can happen up to 9pm.

I'm sure you know where this is going!

Today (18th) I received an email to notify me, again, that the driver exceeded his Taco limits and it would be delivered again. That's two days in a row.

The problem here isn't the delay, the logistical foul up or anything about delivery delays. It's about communication.

They would've been aware that their driver was delayed twice or that their lorry had too many orders to realistically expect delivery on time. Yet the only notifications are after the morning after the delivery day has passed.

Communicating with the customer is the problem. 

When I called today to ask where was my delivery I was assured it would be with me today (18th). How can I trust their word when they have let me down two days in a row?

It was interesting that yesterday I was watching a news report (BBC) about customer service and a recent survey stated that consumers are willing (even now) to pay up to 9% more to experience good customer service. I will now use that percentage tolerance when searching for the best bargain.

I had to make this post as I still (as at 10.42am on the 18th) haven't received my delivery or even had an update. You would think that after 10 days they would be wanting to ensure they kept a long term customer informed. 

Le_Kirk

Well, you know where your next order is going and it won't be eDecks (whatever that is) and you should tell them so in no uncertain (but polite) terms!

sheramber

loyal customer means nothing  to a large online store.

You are dealing with someone who is paid to answer  phone and read a script. They have no access to where drivers are. They give you the answer that gets you off the phine.