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purplecthulhu at 01:49pm on 11/11/2002
purplecthulhu at 01:49pm on 11/11/2002The company concerned is Comet. This says it all really:
Dear Sir,
I would like to complain about the poor performance of your web ordering system.
I placed an order for an Indesit WD12 on your website on Saturday morning (9/11/02). The order went through, and I received confirmation from you, both via the website and via email (copies attached).
However, I was not contacted to arrange a delivery, and today, on enquiring with your web commerce section, I find that the order has not been placed, contradicting the confirmations I had received. Furthermore, I am now informed that the item I ordered is now out of stock, and will not be available from you until nearly the end of the month.
This is very poor service indeed, especially since you boast about several aspects of the reliability of your system.
I have used numerous ecommerce sites in the past, and I have never encountered a problem of this nature. This ineptitude has damaged my confidence in both Comet as an ecommerce site, and as a retailer generally. I understand this is due to the installation of a new system and that this has been giving problems for 2 weeks. It seems likely that this system has been installed with inadequate testing, and should not have been rolled out so rapidly. Ecommerce management must be to blame for this, with yourself primarily responsible. I trust you will be personally apologising to all the would-be Comet customers who have been inconvenienced by this. I will not consider using your site again until you have confirmed to me that it is working properly, and persuaded me that it is worth my while to risk again the annoyance and inconvenience the current order has caused me.
As supporters of the BBC Watchdog programme, as described on your website, I'm sure you will be pleased that I have forwarded this message to them.
Yours in disappointment,
Dr D.L. Clements
Dear Sir,
I would like to complain about the poor performance of your web ordering system.
I placed an order for an Indesit WD12 on your website on Saturday morning (9/11/02). The order went through, and I received confirmation from you, both via the website and via email (copies attached).
However, I was not contacted to arrange a delivery, and today, on enquiring with your web commerce section, I find that the order has not been placed, contradicting the confirmations I had received. Furthermore, I am now informed that the item I ordered is now out of stock, and will not be available from you until nearly the end of the month.
This is very poor service indeed, especially since you boast about several aspects of the reliability of your system.
I have used numerous ecommerce sites in the past, and I have never encountered a problem of this nature. This ineptitude has damaged my confidence in both Comet as an ecommerce site, and as a retailer generally. I understand this is due to the installation of a new system and that this has been giving problems for 2 weeks. It seems likely that this system has been installed with inadequate testing, and should not have been rolled out so rapidly. Ecommerce management must be to blame for this, with yourself primarily responsible. I trust you will be personally apologising to all the would-be Comet customers who have been inconvenienced by this. I will not consider using your site again until you have confirmed to me that it is working properly, and persuaded me that it is worth my while to risk again the annoyance and inconvenience the current order has caused me.
As supporters of the BBC Watchdog programme, as described on your website, I'm sure you will be pleased that I have forwarded this message to them.
Yours in disappointment,
Dr D.L. Clements
annoyed