I ordered a baby product specifically in blue and I got send a green one. the invoice clearly states I requested blue. I phone customer services and they tell me yes they did send wrong one as supplier labelled wrong etc (note the packing is see through - clearly anyone packing should see it's not blue)
They tell me they can send a replacement and should arrive by next week i.e. next wed/thurday as there is a bank holiday. I enquire why they cant do next day delivery and they said warehouse shut tomorrow and delivery depends on royal mail. I did point out they could dispatch today and put it in a more special delivery. then on top of that am asked to send existing one back either to store or by post. I tell them its not easy to do either as I have small baby need to get cover etc and i dont live very close to shop. They said they would send me free returns label. I ask to speak to supervisor, she says more or less the same things above. I tell her that for a mistake they made I have to go round returning the wrong product myself and wait for the delivery of the replacement up to a week its not on and that its not really incentive for me to shop there again. She said what else do you want me to do I said I dunno maybe offer some discount towards next purchase.
I've now asked to speak to manager waiting for phone call, I'm upset at their service. Update: spoke to manager and she said the same as above and I said it was not good enough that I might or might not get product next day as its 1st class royal mail. I said really i should get discount for my next shop or something as I really wanted to use the product today. She said you can start using the product today with wrong color and accept as mistake or send back and get replacement and wait for product to come. She said I think this is genuine mistake and I wont be doing any more then whats offered. I said well why cant you even send it guaranteed next day,she said okay she will do that but someone will have to be in to sign it. I said fine. I really thought I was banging my head against a brick wall by this point.
They didn't seem to get that I was upset at their service, they were not apologetic enough. They could have offered a next day delivery service in the first place or at least been really sorry and I would have happy at that.
What do you think?