Terrible customer service
I would like to start by saying that I do not give 0 starts as rating because it is not possible, if I could I would.
A couple of weeks ago I reached out to budget gift on behalf of the company that I work for to order some custom t-shirts. Everything went super smooth with the order, Ilze was great the whole time and went the extra mile to service us.
After the order was placed I started communicating with a new agent, Dianne, she suggested 9 or 10th of September for the delivery and I said “ It is ok if you deliver on the 10th because my husband will be at home all day, he can receive it.” To which she replied “Thanks, I will not change anything
:)”.
On the 10th I reached out because I was not getting the package, to what I was told that they tried delivering on the 6th and no one was home and that it would go back to them. Then I reached to DHL and they said they attempted delivering on the 6th and on the 9th and no one was there (which we were in both days, no one knocked on our door) and also clarified that the notification I got about us not being at home was in fact because the package arrived at the sorting center.
I have requested to have it resolved asap as the sorting center was in Amsterdam while I live in Haarlem, I asked for a solution other than me going pick it up or us having to wait 1 to 2 weeks for them to send it again, which was denied, I asked for cancellation and refund and it was ignored.
I was accused of not wanting to cooperate when they did not fullfill the delivery service they agreed on. I asked to talk to a manager twice which was ignored and the cherry on top was truly the last email “ That’s how it works and how it goes.” Really professional right?
We are extremely disappointed with the outcome of this order but more importantly with how customer service went from great to trash when their chosen courier failed to knock on our door & they failed to deliver it on the 10th as agreed. Never again will we order from this company!
Réponse de budgetgift.nl
Thank you for your feedback. We sincerely apologize for the frustrating experience you've had, especially after a positive start to the ordering process. While we are delighted to hear that Ilze provided excellent service, we regret that the delivery did not go as expected.
Regarding the issues with delivery, we understand how disappointing this must have been. Unfortunately, once the package leaves our hands and is with the courier, our control over the delivery process is limited. While we work with trusted transport companies like DHL, delays or missed deliveries can occur, and we acknowledge the inconvenience this has caused.
At this moment, we are unable to offer a different solution as our current system relies on the courier service's schedule. However, we are always striving to improve our service, and your feedback will be taken into account as we review our processes and communication with our logistics partners.
We truly regret that this situation has caused you such frustration, and we would like to assure you that this experience does not reflect the level of service we aim to provide. If there's anything else we can assist you with, or if you'd like to further discuss your concerns, please do not hesitate to reach out.
Kind regards,
Team BudgetGift.nl