If you run a business, you’re only as good as the agencies, or suppliers, that partially or completely represent your business. Never forget it.
I was reminded of this valuable lessons today, in my personal life.
You see, I love shoes. I spend lots of money on shoes (and clothes…bags…etc). If I find a company I love, I spread the verb religiously – because I genuinely love the topic.
I was delighted, a couple weeks back, to stumble onto Missguided and their crazy high heels. I ordered two pairs, was superhappy with them, so I placed an order for an additional FOUR PAIRS – with next day delivery. I am, on all counts, a good customer.
But then trouble began. The delivery company is DX, this was my 1st experience with them, and they are the worst delivery company I have had the displeasure of dealing with.
I asked for the item to be delivered at my workplace – we are a big company and there’s security on site 24/7 to get deliveries – fool proof really – OR SO SHE THOUGHT.
They ‘tried’ to deliver late on Friday and clearly couldn’t be bothered saying ‘they couldn’t access the property’. Again, don’t know how this is possible. We have security on site 24/7. They clearly were at the end of the shift and made an excuse. I called their customer service on Friday, waited 1hour on hold, only for the phone to be hung on me. I called again on Saturday morning, spent £10 calling from my mobile phone, waited 20 mins, and then talked to the most unhelpful customer service person I’ve ever dealt with, who told me:
* that she couldn’t do anything
* that the earliest that DX could deliver was Tuesday (!!!) (just to remind you, for a next day delivery that was scheduled for the Friday just gone)
I resigned myself and waited. Tuesday came. I called DX, waited on hold for 30mins, and then asked the customer service to tell the driver that he could deliver to on site security, which is there 24/7.
Well now, the online tracking says ‘delivery unsuccessful’. The call centre is closed. I go on holiday on Thursday and I am royally pissed off.
Missguided have tried to help and have been nice, but ultimately, this reflect badly on them.
After this, I won’t order with Missguided again and I recommend you do the same until they stop using DX.
For an online retailer, the quality of deliveries is a key factor, as much as prices, own customer service. Why ruin your business and lose customers by choosing a cheap, unreliable, horrible service like DX?
Missguided have done what they could in the situation, and they definitely deserve a gold medal for social customer service. Replying to me on weekends, contacting me directly via email removing steps like asking me for email address or order number are all small things I appreciate.
But then, my resolution stands. I won’t buy with them anymore until they change delivery company and drop DX. There are MANY online retailers and the customer is spoilt for choice – why go through the trouble?
Oh, and for a laugh, a selection of tweets (not my own) directed at DX. Do you think they replied to any of these? Absolutely not.
Why are you even on Twitter if you don’t know how to use it? DX, you fail at your own core business as well as social media.