WILKOS customer service is SHIT

[Lovesgood]

I ordered 3 items from Wilkos. The parcel arrived today, was open and only 2 items werer in it.
I chatted to Hermes who delivered it, but on the chat was only some bot who told me to contact Wilkos, who only had the option of some on their website email, and it said they would get back to me in 7 days! WTF!? This is just such crap customer "service"
Just wanted to warn others. Also not quite sure what to do now, since they dont seem to be bothered.

That's about what I'd expect tbh, maybe 3-5 rather than 7.

They've got a phone number- have you tried that?

What would you have preferred?

Surely Hermes need to investigate why your parcel is open? Or did they collect it open from wilkos and deliver it anyway?

mistakes happen, it’s hardly the end of the world

What's so awful on that? Most of their staff could be working from home. They may get back sooner. or phone.

You need to speak to Hermes. Parcel tampered with.

There are other online shops that have a live chat, with an actual human and they sort you out pretty fast. Something like that would be nice.
Ive had a stressful day so dont feel up to talking on the phone right now, especially with probably having to wait for ages first and stuff. But if they dont sort it I will have to call soon.

They changed their returns policy earlier this year too so even if you return one of their own branded products and ask politely if you could exchange it for a higher priced item and are willing to pay the difference they “can’t” unless you have a receipt.
This was for a £4 ironing board cover btw so hardly anything expensive. The cashier offered me a receipt but I didn’t think I would need it.
Lesson learned but I’ve been to the same store frequently since then and the cashiers don’t always offer the receipt with contactless purchases.

Obviously Wilko didn't send the parcel out like that, so they need time to do some investigating. A week isn't unreasonable.

As I said in my op, I was on a chat to hermes first, but it was a bot that told me to talk to wilkos. I think hermes have form for this kinda crap.
Sorry, maybe Im being a bit unreasonable kicking up a fuss, just had a bad day anywas, not always such a princess

I work for a similar ish business. If its anything like ours, all customer service staff will be working from home dealing with a million angry customers per day with no support. You will probably find they get back to you and sort it for you. Unless it's something lifesaving it's not the end of the world.

I'm glad the responses are as level headed as they have been so far. If it helps I deal with a lot of customers like you every day, so your not on your own with your angry face emojis and sheer disbelief that you had to encounter a minor inconvenience and there isn't someone to sort it for you immediately.

I think it would just be nice to talk to a human instead of a bot, or having to wait for 7 days.

That’s a pretty standard answer.

Hermes won’t do anything.
Wilko will raise an investigation with them and in the meantime “should” replace your missing item

@JinglingHellsBells

You need to speak to Hermes. Parcel tampered with.

Hermes contract is with the retailer - not the recipient so they won’t deal with her. I’ve learnt this from experience with DPD.

Contact Wilko via Twitter, I had a response within a day there versus the form letter I had from my email.

No point contacting Hermes about it. You contract is with Wilkos. Hermes can’t do anything about it even if the package was open upon arrival. Did they drop and run or do you have a photo of your open front door showing you received it? Does that not show the package was open at point of delivery?

It's lockdown, lots of companies have severely reduced call centres / live chat. I've been in contact with Currys and Debenhams and John Lewis via email and have patiently waited for a response, I can't imagine getting annoyed at this.

I suspect in this case it's not hermes fault.
The last couple of times I've ordered from wilko the boxes have been open because they are shit, flimsy and have the perforated edge around the top which splits open easily, and because the muppets in the warehouse have just thrown all the items in, some heavy, without any padding or anything to stop the items banging about in the box.

I was lucky nothing was missing and my courier is decent, apologised and asked if I wanted to check it was all there before accepting it.

@SteveHarringtonsHair refusing no-receipt returns will protect the store against theft and fraud. Shoplifters could steal something and use it to exchange for something more valuable. Happens more frequently than you may think !

I used to work in retail and had a customer return £300 worth of stock without a receipt (TOPSHOP so was about 10-15 items). Absolutely everything was dodgy about it.

I had an item missing from a wilkos delivery recently, I emailed them, it said it could take 7 days for a response but had a reply and confirmation of refund within about 2 days.

Sounds like you need to change your job, you don't sound very happy in it and your attitude is quite dismissive, hopefully it doesn't come over to customers your dealing with, where a little understanding and empathy is required. To expect to have an item you've paid for and not recieved be dealt with or refunded quickly is not unreasonable. And neither do you know what the item was or how urgent or what the persons financial circumstances are or if it was a "minor inconvenience"

Maybe they have changed their job now as it's 5 years later.

Yes I realised that, an my reply wasn't about how long ago it was, which isn't relevant to what I said. Just didn't rate the attitude. I have an issue with a delivery from wilko at the moment which was in fact urgent and a massive inconvenience and there customer service are appalling compared to some other companies I've dealt with in the past.