Simon and I had time this weekend to nip to Dwell to buy The Cabinet.
We got in to the store, none in stock. So I said to the sales assisant that I would have to buy online. I ordered online and while in the hair dressers got a text saying I needed to call them about my order. I called and my card had been rejected because it has a different address than the delivery address.
My options where:
1. Send my bank statement with new address on to the company
2. Go and pay in store
They said for fraud reasons they couldn’t deliver to an address that wasn’t registered with the card unless I did it in person. It seems mad to me! When do people tend to buy new furniture? When they move house. I haven’t had chance to change my address yet, but it is my mums address so I still get my statements.
So I ended up going all the way back to the store (40 mins drive). I asked to speak to the manager. It seems he spoke to me about the cabinet in the morning (the person I thought was the sales assistant). Why didn’t he offer me the option to order in store, in the morning? I bloodly would have taken it. It would have been less hastle – than going home to order online. He gives me a half hearted apology that’s boarderline rude. He suggests that it’s my fault at once for coming in to store to try and avoid delivery charges (which where £40!).
This is how they could of handled it better:
1. The manager should have offered me the option to order in store in the morning (so I didn’t end up coming back!)
2. Online it should have stated in the ordering process that the delivery address had to match the card address
3. The manager should have offered some sort of discount to compensate the fact that I had to drive back to the store in the afternoon (which would have been unnecessary if he had followed point 1).
I am a loyal customer to a company that provides good customer service. But I am sorry Dwell, you have messed up. I shall not be coming back to your store. And I shall be writing a letter to this effect. So if you take my advice, don’t shop at dwell.
Rant Completed,
Antony
