The stage of ordering a courier passed by three. At first they told me that the courier would arrive today, I specifically specified. At the end of the conversation, it already turned out that the courier would arrive tomorrow. Then I asked for the address to be rewritten because...
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It would be dishonorable if I didn't write another review. This time, not so rosy.
The stage of ordering a courier passed by three. At first they told me that the courier would arrive today, I specifically specified. At the end of the conversation, it already turned out that the courier would arrive tomorrow. Then I asked to rewrite the address, because tomorrow I would have to spend in another apartment. My order has been cancelled! And they asked me to make a new one. OK. I dictated all the data again, entered a new address - and they told me that the courier would arrive today! Well, what kind of insanity?
In the end, she still asked to send a courier to a new address, but tomorrow.
He was supposed to arrive before seven. And call ahead. At five o'clock I decided to take a walk, on business, not far. At seven six I decided to clarify whether the courier was going to come at all. The girl on the phone informed me that he would come. Good.
At seven I called the office again. She said that even if the courier arrives before seven, she will not call in advance in any way. Because it's already seven. The girl didn't care deeply.
As a result, five minutes later, the courier calls me. I am at your door.
Fine, and I'm a 20-minute walk from those doors.
The courier rather rudely informed me that he did not intend to wait.
I was so confused that I even told him, I will try to run in 10 minutes.
What a twist! Probably, I should have quit freaking out and hung up, but for some reason I began to explain to him that I was on Mayakovskaya, and I needed to get to Belorusskaya, it didn’t take long, but he interrupted me and said: in short, let’s go tomorrow.
This is an urgent order, by the way. Which tomorrow would have to be in St. Petersburg ideally.
In general, we agreed on tomorrow, but what to do? I asked the courier to come in the morning. And call ahead.
He said: I'll write it on the order, but it's none of my business there.
As a result, at 12 o'clock the next day, the courier called me and asked if he should come in the evening? I almost screamed into the phone: no, in the morning! The courier, apparently, felt a note of panic in my voice and was with us half an hour after the conversation.
In short, we got on each other's nerves with EMS.
At the end of July I put home Internet from Beeline, everything was quickly connected, the speed pleases no problems. In August from the operator's employees cellular communication proposals began to arrive - to switch to the "all in one" tariff, after thinking for a week, it was decided to connect. The employees talked about the advantages, saying that even the statistical ip-address that I have connected will be included in this tariff. On this occasion, I informed the call center when I was about to go over to you completely ... the employees at first said that this was impossible, but after talking - they say, listen to the recordings, they said that I should connect this service for the maximum period - a year, with the possibility of extension, otherwise I will suddenly leave, okay, this is already pleasing - you take responsibility for the words of employees. This is great!
I call a lot, I choose a tariff for 1801 rubles - on 08/31/2016 a meeting with a courier is scheduled from 10 am to 1 pm Moscow time. The courier didn't come. I call around 14-40 - I say, but where is the courier? They say that they will pass my message to the person in charge of the courier service and they will contact me ... Okay, I think, well, it happens. At 17-50 hours - I call again, they said that they would contact me within 15-20 minutes (in the near future!). Okay, but still no call.
I call the call center again at about 19:00, I get to Yulia No. 52872 (the conversation was about 18:45) - it would be better not to call. She cannot answer my questions, she said that the courier service has nothing to do with Beeline at all, that the work schedule of the person responsible for couriers is state-owned and they will generally contact me within a day! He doesn’t want to connect me with the senior specialist, he constantly interrupts me ... that’s what I think ... I spoke quite politely and patiently in my turn.
Conclusions:
1) I wanted to start using Beeline services today mobile communications- the courier did not arrive, but why offer good services if you cannot organize a normal delivery?
2) I spent the whole day sitting at home waiting for the courier, I didn’t receive any calls from Beeline .. Thank you for my time spent)
3) "Without" the person responsible for the couriers did not call back, but why - let the person sit in the standby mode as long as he wants.
4) The operator does not understand at all what she arranged, for the first time I encountered when they were asked to connect with a senior specialist - and the operator hung up. This is not a "hot summer with Beeline".
On the whole, I put the total "3" - to be honest, you have very polite employees and very good internet home, but here is such a case that I have not yet begun to use mobile communication services, and already such jambs, to be honest, hint at the thought of what will happen next.
In the crazy rhythm of Moscow life, it is possible to allocate time for a campaign for “clothings” only on weekends. And, judging by the flea market in the shops and the crazy queues in the fitting rooms, it’s not just me. After several hours of such shopping, disgust for him for six months in advance is guaranteed.
The case was still New Year- I had to buy a dress for the holidays. Mentally, I was already preparing for the choice of outfit in the pre-holiday crowd, when I was advised to look into the Wildberries.ru online store. I took the advice cautiously: before that I had no experience of buying clothes on the Web, and moreover, before that I was absolutely sure that you need to go for clothes only in traditional shopping centers. After all, I want to feel the thing, try it on, turn around in front of the mirror ...
But, as it turned out, in Wildberries.ru all our women's requests are provided for: the courier brings the order to the house and patiently waits in the corridor while the client tries on the brought clothes. It is clear that it is better to order clothes in several sizes at once and choose your own one on the spot. Items that do not fit or simply do not like can be returned to the courier. In addition, delivery is free. The only caveat is that if you don’t like anything, and you give everything back, you still have to pay 200 rubles for leaving. In my opinion, the condition is reasonable.
So, having found out these important details for me, I started searching for a dress on Wildberries.ru. This stage really fascinated me: the site contains 20 dresses on 57 pages! I just "drowned" in them, and I must admit, not without pleasure. I ordered several options from those that were listed in the store as “in stock” - this means that such an order will be delivered literally in 1-2 days. Everything was delivered within the promised time. After trying on, I bought a couple of dresses and returned the rest to the courier.
Of the minuses, I can note the following: the once possible delivery of an order on Saturday is now canceled, which is not very convenient for working women - the time interval for the arrival of the courier at Wildberries.ru is determined very widely (from 10 to 17 hours), there is no evening delivery, which means that accept it without leaving the “machine”, i.e. the workplace. It is clear that not all offices have the necessary conditions for this (a large mirror and all that).
Despite such trifles, after a couple of orders at Wildberries.ru, I remained sympathetic to them and have already signed myself up as a regular customer of the online store.
For the May holidays, a sister from another city came to visit us. While planning the entertainment program for three days, we really didn't want to cram shopping into it. Therefore, an order at Wildberries.ru seemed to me the best solution.
After placing the order, they immediately called me and promised delivery on the 3rd of May. The arrival time of the courier was determined as from 10 am to 5 pm. I really did not want to be “tied” to the house all day, so I asked if it was possible to shorten the interval. I was met halfway and assured that we would receive our order from 10 am to 3 pm. I was glad that I managed to “knock out” a couple of free hours and even secretly hoped that the courier would arrive in the morning.
The 3rd of May arrived. For the sake of receiving the order, we planned to spend time at home until 15:00. When it was already 14:55 on the clock, I could not stand it, called Wildberries.ru and asked the delivery service if they would have time to bring us the order in the remaining 5 minutes before the promised time expired. A polite girl assured me that she would immediately call "our" courier and call back. After waiting 20 minutes for a return call, I again could not stand it and dialed the Wildberries.ru number. I was connected to the same manager. She was very surprised at my call: “Oh, why didn’t the courier call you back?” According to her, this courier was with another client and it was inconvenient for him to talk, but he promised that when he was free, he would immediately call me back. He also managed to say that "by 17 o'clock he will definitely bring the order." I didn’t like that the declared delivery time “up to 15” smoothly flowed into the promise “up to 17 exactly”.
I note that the girl from the delivery service verbally empathized with me very much, agreed with me and scolded the negligent courier in every possible way. Although, of course, it didn’t calm me down a bit.
Another half hour passed, no one called back, and I called again myself. This time the manager I knew was busy, another girl from the delivery service answered. The conversation was funny:
“What, are you waiting for this courier too?”
- Probably yes, but what, you already have a queue there?
You know, we haven’t been able to get through to him since the morning… But as soon as we get through, we’ll call you back right away!
This was becoming quite unfunny. I began to insist on some kind of compensation and asked them not to charge me for delivery as an apology (let me remind you: if you don’t like and don’t like any of the clothes brought, you can refuse it by paying 200 rubles for the courier’s departure ). The answer was:
- This is impossible, delivery is already free with us, but if you still do not accept the order, you can mark in the documents that you refused to pay for delivery. And we will deal with it ourselves.
This option seemed a little risky, because the story with the courier can be forgotten or lost, and I can easily get into the list of “non-paying” clients. But nevertheless, they convinced me that I was not in danger, and persuaded me to wait for the order until 17:00.
As you might guess, we didn’t have a courier at 17:00, and again no one thought to call back to warn, apologize, ask to reschedule the order for another day, or do at least something to reassure the dear client.
At 17:20, when we went for a walk, not salty slurping, the long-awaited bell rang! The courier called! He deigned to announce that he was coming to us! When I asked why he was going only now, and not by 15 o’clock, as promised, he said that “he received the register only half an hour ago” and did not know anything. This completely pissed me off, I told him in harsh terms everything that I think about him and sent him to deal with this situation with my managers.
At 17:40 the phone rang again! First of all, it occurred to me that they were calling from Wildberries.ru with apologies, but no - it was again a courier who kindly said: “We will come to you in 10 minutes.”
With such a statement, he shocked us greatly - why is he going, if during the conversation I sent him to hell and in general - why “we? Who is he with us? With an assistant? Indeed, 3 bags of summer trousers are such a burden that one cannot cope.
I was confused and said that if they were going, let them go. It's his job to visit customers.
Next is an oil painting. We were just leaving the store near our house when we saw two young people in hoods who came up to our entrance and began to call on the intercom. Without waiting for an answer, they dialed my phone number. Our dialogue:
We're calling you, open the door.
- And you were supposed to bring the order before 15 o'clock? Now we are no longer at home.
You said you'd be at home!
— No, I didn't say that.
- No, they said.
It remains a mystery where the courier disappeared all day? By his spectacular appearance in the company of the second young man, probably a friend, and impudent behavior, bad suspicions creep in that they were walking and drinking beer somewhere, at the same time, fooling their employees and customers. Considering holidays, this appears to be a very likely scenario.
So far, I'm thinking whether to forgive Wildberries.ru this negative experience? On the one hand, in any herd there is a black sheep (I'm talking about the courier, of course). But on the other hand, the managers did not try to rectify the situation in any way - at least I did not notice it. They themselves never called me back, did not warn me about the delay in delivery (which is a good form in online stores), and did not even apologize - which is especially insulting.
In general, if you can advise a good online clothing store - write, I will be glad to go to Wildberries.ru competitors if they turn out to be more worthy!
P. S. I wrote about my disappointment in Wildberries.ru on Twitter. A few days later, I received a response from an employee of the online store: he asked me to provide my order number and promised to transfer all the information to the delivery service and deal with the couriers. It's funny: the delivery service knew everything. And she didn't do anything. But wait, maybe there's a sequel? Then I will definitely write a continuation of the story.
In general, judging by the reaction to my post on Twitter, Wildberries.ru monitors customer reviews and tries to neutralize the negative about their brand on the Web. This pleases and gives some hope that such situations will not happen again.
Have a nice evening everyone!
Today's review, however, is not at all connected with pleasant memories, however, I consider myself not entitled to remain silent, and I will put all the strength of my indignation into words.
So, as a gift for our daughter's sixth birthday, we decided to give her a bicycle. I picked up the copy I liked in the online store " Child's world"and ordered on May 9, 2016, choosing delivery by courier as delivery.
When placing an order, I somehow did not notice anywhere information about the carrier company that provides services for the delivery of orders. I learned this only after receiving an SMS notification after the completion of the registration, and it turned out to be "SPSR-Express", with which I had never dealt with before.
I must say that my order is not cheap and prepaid in full(including the cost of courier services). I have entered my full name as the recipient. Scheduled delivery was scheduled on the eve of the holiday, on 05/13/2016.
In the morning, at 09:12, I received an SMS notification with a reminder of the expected delivery from 9:00 to 21:00. Nothing indicated problems.
While waiting for a call from the courier, at 11.50 I went with the children for a walk in the neighboring yard, holding the phone at hand. And what was my surprise (and indignation!) when, instead of calling my number at 12.26, I received an SMS message stating that an attempt was made to deliver the order by the SPSR-Express courier service, but they did not find me at home!
I periodically use delivery services, dealt with many courier services city, but NEVER (!!!) the courier came without a prior phone call to me, whether it was the delivery of prepaid orders or with the calculation on the spot. I encountered such a situation as today for the first time and I am extremely upset: is it really profitable for a courier to stand under a closed door and leave??? My phone number is known (after all, SMS from the delivery service also came regularly) - but was it really so difficult for the courier to call me an hour, forty minutes, half an hour, five minutes before arrival and warn me of his visit?
While I was walking with the children, my grandparents were at home, people of a very advanced age - they could simply not have time to open the door on the intercom! In addition, they would still not have received my order, since it was paid for, and I indicated my full name as the recipient. I don’t know how it ended up there in reality (I didn’t get anything intelligible from either my relatives or the courier), but my delivery failed, because the SPSR couriers do not consider it necessary to trouble themselves with a preliminary call to the client for an hour, or half an hour, or how long before his arrival ... The client must sit and wait for them 12 hours in a row, even if the earthquake starts.
Okay, the courier didn’t call in advance, but after all, at least in fact, when they didn’t open the door for him, he could have called back the recipient and asked where he was and why he didn’t open the door ??? I paid for the order and delivery in advance - is this really not proof that I need my order and that I trusted both the seller and the carrier (SPSR-Express)? .. I consider myself entitled to conclude that this company does not respect its customers and does not value their trust.
So, when I received an SMS about a failed delivery attempt, the only thing I could do right away was to call " hotline" as specified in the message free phone. I scored, but after a long wait, I could not break through, because "all operators in this moment busy". While "hung" on the phone, returned home, I gave up hope to communicate with a living person and, not being able to call for hours, quickly rolled up a claim on the SPSR website - in the section feedback and in the complaints section on the quality of services, outlining the situation in as much detail as possible, with a request to consider it as soon as possible and take possible measures.
Less than half an hour later, I received a call from the quality control department. Here I want to note that the service works well, they respond promptly, communicate very politely, and treat with understanding. They apologized to me, and also reported that they (the quality control service), having contacted my unfortunate courier, received from him a promise "to try to come to me today." Thanking him for his participation in this situation, I said that I would be looking forward to it.
Further, after no more than half an hour, the courier calls me - finally! For the first time in a day - I, of course, see this by phone number. He says, they say, about my complaint that he did not deliver my order. Peacefully so, politely. I listen, I agree. And then the tone of his speech changes: he almost defiantly declares to me into the phone, "But I won't come to you today. I have already unloaded your order."
To my words about how it happened that he didn’t call me, he said without hesitation that no, he called, but I was unavailable, and why I didn't call him back.
Here already I begin to feel as if they began to water me with something foul-smelling. I try to refute his words, but I understand with my head that it's useless. I say that I have no missed calls, not a single one, and I have no one to call back. Also, I say, there are no notifications that someone called me when I - hypothetically - could be unavailable. But the courier stands his ground: he called - I was not available I I didn't call back and it's all my fault. And in general, "I called the intercom - they sent me there." I still don’t know where he called anyway, and whether he called ... I conclude that either he is lying, or he is an idiot (he tried to call me, but the call didn’t even go: it happens that outgoing call immediately reset due to communication problems with the caller, and the called subscriber will not know about this alleged call). But - in any case - impudent and boorish.
Not wanting to argue further, I ask when I can receive my order. The courier answers with a question: "And when is it convenient for you?" Today, I say. "No, not today. So when?" I ask about the possibility of picking up today on my own from the office. He happily agrees: yes, they say, of course you can! I find out from him the address and the time of work, and finally he tells me that then he puts me a mark on self-delivery, and warns that He won't visit me again. Oh, how glad I am that I won't have to meet you in person after all this, I think to myself.
And with that our conversation ended.
When I arrived at the office, the operator asked in bewilderment why I had come myself, because I have delivery, and the courier would have brought it anyway. Briefly describe what happened. She asks not at all friendly: "Well, they called you in advance, warned about the delivery, coordinated the time?" No, I say, no one called me and did not coordinate anything with me. Just got a notification that delivery-from-nine-am-to-nine-pm-wait, and that's it, but the courier arrived, did not call, and left. And then she tells me that " our couriers don't have to call". I held my jaw that had fallen from discouragement with my hand, silently signed and took the order. A very interesting position in relation to customers, however. I didn’t deliver the order - well, okay. I stood at the closed door - and you can go further. The client paid for all the money - further his problems.
She left like a wreck. And only by an effort of will she got rid of this feeling. In the end, the main thing is that we still received our daughter's gift on time. But continue to contact this office - no, no! And I do not advise you! And I give three stars only for operational work quality control department - if I didn’t write to them, it’s generally unknown when my daughter would see her bike.
P.S. So, I waited until the next morning, suddenly a notification would come to my cell that the courier called me, but I was unavailable. in vain waited)
See you soon!
