Fansonline Commentaires

Thanks for replying to my review. I feel compelled to write a response, as your commentary doesn't acknowledge the failure of your systems, and you've missed the point I was making about your customer service team taking ownership of an issue and delivering a solution to your customers. There was indeed multiple failed delivery attempts, but this was only because FansOnline failed to send me any notification regarding shipping, tracking numbers, etc, I had no idea that there was any failed deliveries attempts, until I followed up with your customer service team. I understood why a delivery re-booking had to be made - So the process wasn't unclear as you write in your response - the point I am making is that I had an extremely poor customer experience due to your approach of making a customer rebook a delivery with a third party, when the failed deliveries have been caused by the failure of your systems to communicate with the customer, and the subsequent lack of awareness of the scheduled deliveries. Your customer service team could have taken ownership of the issue, and provided a solution to the customer, rather than the vacuous email responses you sent me. Instead, you made me call a third party, to fix the issue myself, which is dreadful service. And to top it off, the third party's customer service representative was so poor, so unbelievably poor, that I can't believe you would associate your brand with them. If your systems worked, shipping notifications, tracking numbers, etc., were communicated to me, and I missed 4 x delivery attempts, its fair enough that I contact the courier company to re-book a delivery, but this wasn't the case. You say you always aim to help, but I didn't receive any help at all.