How would I rate the support I received? Poor to be honest. It takes a lot for me to rant these days , especially public. But being letting down by a British company, that did not seem to care, was galling when trying to support a home grown firm versus Amazon.
I’ve used Moonpig before, and I hasten to add successfully and with pleasure. But or some reason always ad hoc. This time was different, and all the annoying as I was so desperate, like a lot of people to cut down my usage of Amazon, since lockdown. And they are advertising heavily which caught my attention.
Very simply, Mother was off to Bath for the weekend just gone. The first time she has ventured out since lockdown. She is asthmatic and at risk and in her 70s - her situation and no one else’s. As you can imagine, nervous and under close medical watch.
So to help cheer her up and assuage worry I sent a card with photos of our Terrier Ted, something Moonpig excels at in terms of quality. With chocolates. All ordered last Wednesday with accepted delivery for Thursday 10th August. I then learn via a Post Office e-mail that all is not to be delivered until Friday after she has left. Get onto Moonpig customer services, who needed chasing to get a woeful reply.
It was not mentioned at order level that there might be delays. It is buried on the help pages. Not acceptable and if I had known would have organised delivery for when she got back.
Customer services were ineffectual. Sorry “Jack” but it is a fact.
Can I point out I am not out for a) my £20, b) roses strewn before me. Just honesty as to delivery times and better customer service from a UK brand I was aiming to shift to. I’d examined the number of Amazon gift cards I was sending and it was horrendous from a personal and business point of view.
I did try and change the Post Office delivery date online but failed, and doing this (to defend the Post Office) is not guaranteed.
I’ve uploaded the e-mail conversation with customer services - see here.
https://www.linkedin.com/in/simon-hills/ - as a brand advocate, disapointed.
Epilogue
Maybe I am being a “customer arse” by publicising this. Maybe I am not accepting life’s rich tapestry including its up and downs. In the event of a potential forthcoming discussion, Mum got the card and chocolates on her return and was delighted, so well done Moonpig, and it is good; but that’s not the point.
Any feedback is welcome.