I know that service is my particular bug bear but some folks have no idea. Yesterday I returned from work to find a box had been delivered for me. Opened it to find two headlights (non vw) and two bulbs. WTF says I. Open the invoice. Addressed to be Delivered to me with my debit card number etc. I phone the bank and advise them that its a suspicious transaction. They are top notch (First Direct) and refund my money but have to cancel my card. Fair Dos says I as I dont want my retained info being used incorrectly like this again. I phoned the company this morning. Thats odd they say hang on a minute while I investigate. Minutes go by (7 1/2). Yes thats our fault we types in the wrong customer reference. Send it back and we'll refund you. No chance Ive already reported it as fraudulent and the bank have refunded me. OK they say ill give you a freepost address and you can post it back. Hang on youll send a courier to pick it up? No you can take it to the post office Sorry I cant I go to work on the bus and cant carry it aswell as my other things Oh hang on (more minutes go by (3)) well send a courier to pick it up. When will you be in? Im at work. Ill leave it out side. No you cant do that. OK how do you want to get it then. Its your problem at the end of the day im only trying to help. We can pick it up from your work No we do not allow site visit and as ive said i cant get it here. Im in after 6 each day if that helps. Hang on a moment. a minute or so goes by. We cant get it collected after 6. If you leave it outside we will collect it on monday. OK? Thats fine by me. Goodbye. NOT ONCE DID THEY SAY SORRY. not once. If it was my company it would go like this:- Im so sorry to hear that. Id first like to apologize for the inconvenience. May i take your contact number and the invoice number and ill call you back in 15 mins. < 15 mins later. Yes im so sorry its totally our fault. Ive already reimbursed you and ive sent you a voucher for £x, (or noted on your account that the next order will be discounted by x%). Would it be possible for you to pop it in the post? If not ill arrange a courier to collect it from a convenient location or at a convenient time. Id have happily taken it to the Post Office. Mistakes do happen from time to time but its the professionalism of how they are handled with is the key.
