So my first order turned up partially broken, as I'd purchased with a discount voucher I didn't particularly pursue a refund.
Then in December they called for feed back, were very apologetic about the broken wine, which ultimately was the couriers fault not theirs.
I (stupidly) agreed to sign up to them on a monthly basis, on the basis I got have any money in my account refunded in full in 3-5 working days.
On the first payment they took too much money, this was eventually refunded with an apology as it was due to human error. 3 months down the line I spoke to a friend who cancelled as she has had her second incorrect order.
I had to go through hoops to cancel online including a ridiculous guilt trip about not supporting wine makers, only to discover they only refunded 3 months payments not two.
I called today, was put on hold for ages only to be told that yes they owe me a months payment but can't refund it due to my having already received a refund in January, however they would send a cheque.
I wasn't happy but asked when it would be issued, and was told they would issue it in 7-10 working days, then send it, then I have to pay it in and wait for it to clear.
Yet they say guaranteed full refund in 3-5 working days.
I wouldn't be so vexed, but they simply did not give a fuck. Not one. Miraculously all their managers were in a meeting (so god knows who they were talking to when I was on hold for ages).
Seriously? What could reason does a company have to say they won't write out a cheque for 7-10 working days?
It's put me off, if this is how they treat customers I dread to think how they treat their suppliers.
Sorry this is so dull, but can any one shed light on why their system suddenly can refund me. Or am I meant to just suck this up?
I've always found Naked really good to deal with. I've only had them mess up one order (bottles missing) and they sorted it out straight away. Other times I've messed up an order and they bent over backwards to sort it out.
I'd phone them again and give them another chance to put things straight, and then cancel if you aren't happy.
That does not sound like them at all, I've always had excellent service (although I do agree about the guilt trip when you cancel online). It is a pita for most companies to issue cheques now, fwiw, they are all set up to do electronic transfers.
Hopefully it will all be sorted out with your call-back.
I also found their customer service excellent and never had any issues dealing with them, however their courier was appalling. I cancelled my subscription, citing their courier as the reason and always tell them when they send me a new enticement message that once they switch to a reliable courier I will re-instate my membership.
Ok, you lot were right. They don't hate me personally, it's just all gone a bit wrong and happens to have all happened to me. I had to call back this afternoon, but they are going to get a cheque issued and bless them are sending some wine as a good will gesture.
They also said they are getting poor reports of courier service from dome areas and looking at changing
I've always had good customer service until last christmas. My wine was sent to an address about 3 miles away. It wasn't that far but a pain in the arse to get to - through a busy town centre etc at christmas.
The lady on the phone kept suggesting that I should go and get it. I said that I didn't want to and she kept saying, 'Oh but it can't be that far etc' and wouldn't take no for an answer. In the end I had a mini rant and told them to just cancel the order and close my account!
She rang back and apologised and said the wine was on it's way (royal mail - not courier). <No free wine though>