Here is a good reason why you are no longer valued as a customer in the retail sector and why companies are now happy to wash their hands of you once they get your hard earned money! Specially, chain retailer, Big W.
I bought a TV from them online last Thursday morning. Thinking it would be easy and convenient, I paid $36 for home delivery as most companies deliver the next business day these days. After all, you pay good money, you expect good service right? Friday afternoon, I received an email from Big W citing that the TV would be delivered on the following Thursday. Thinking there must be a mistake, I phoned Big W and this was confirmed. I spoke with the duty manager at Robina, Amber who seemed quite nice and told me I could come in and pick one up that afternoon. More on this later.
Big W use Toll for their deliveries and Toll will ship it from their Brisbane depot to their Gold Coast depot and then to me this Thursday. I phoned Toll and was told their Brisbane drivers don’t deliver to Gold Coast. So in the past 5 days, Big W “customer service” (if you can actually call them that) continue to hide behind links to their policies and procedures and state there is nothing they can do about it. It’s ok I thought, I will just go to the Robina store and cancel the order and then pick one up myself. Problem solved. Right?
Amber (the duty manager) turns out to be barely 21. It’s now she advises me that I can’t cancel the original order and that I will have to pay for a second one and return the other one at my own expense via Toll when it arrives. I told Amber that this was atrocious customer service and she then just shrugged her shoulders and told me once an online order is submitted, there is nothing they can do to change it. Amber didn’t really give two fucks because Amber is a dumb, young, out of touch robot who does what she is told and is incapable of thinking for herself. It’s why companies like Big W promote idiots like Amber to management roles. Had I been in her shoes, I would have called Toll on the spot and canceled the delivery then gone out back and collected a TV for me and sent me off feeling like I had just received thoughtful customer service. Instead, Amber was more concerned with chatting to other staff about her weekend plans. Cheers Amber, you complete and utter bell end!
As an offer of resolution, I exchanged numerous messages with Big W over their Facebook page, even asking them for an in store voucher for $36 to at least get some value out of this shambles however, their I.T department (based in India) wasn’t coming to the party. They maintained throughout their our communication that I needed to refer to their online links to “terms and conditions”. More acts of bell endery just like the moron at their Robina store parading as a duty manager, Amber.
Essentially, once Big W get your money, they wash their hands of you. They hide behind their company policies and procedures (which are sketchy and poor at best) and make no effort to satisfy the customer needs.