White Stuff customer service - is it usually this utterly shit??

[carlywurly]

I've got a faulty WS top which was ordered online, so I email White Stuff customer services who are apparently always delighted to hear from customers. A week later - nothing. I email head office to check I mailed the right place. An automated acknowledgement, and 3 days on, nothing.

How can White Stuff charge such high prices and provide such appalling customer service? Anyone else had this? I'm totally seething now. I've got loads of their stuff, but am never shopping there again unless this gets sorted.

They seem to have found the time to send me marketing emails on a daily basis though.

And, breathe!

i htink just give them a call directly and not an email - not excusing them, but I normally call and get things sorted out

You're probably right. I always find complaints much easier in writing though, don't know why..

I've also found them painfully slow by email. Fine by phone, but why offer an email customer service if they aren't actually going to bother answering mails.. [boggles]

I found their email procedures a little crap slow

Right, going to stop whinging on here now and just phone them!

White stuff seem to be unbelievably poor at customer service. I laughed my socks off when I found a news article with their CEO proclaiming customer/supplier/employee relationships were critically important for them. Clearly while the board might think this their heads are in the clowds. The experience for customers is a different matter. I had a pir of jeans with a faqulty zip. The shop refused to do anything about it. The "We love to chat" phone number went to a [probably] full corporate mailbox. The email to customer services got the "We'll be back to you in 2-5 days" auto response and 10 days later - you guessed it - nothing.

White Stuff may have a vision for cutomer relationship management, but where it matters, on the front line dealing with a CUSTOMER, they are just rubbish. And you know, I think it does matter - I'm never buying from them again - I dont care how great their products might be. There are companies that do value their customers out there, and they can have my money.