lerouc Posted October 5, 2016 Posted October 5, 2016 Hallo Gaza. I am very sorry that somehow my team has dissapointed you in an order you have placed. Please accept my apologies an explanation in this matter. The reason you have not received any notifications is because you shopped anonymously i.e. you were not logged in. Only our logged in users received notifications and updates. However, you would have noted during checkout that your tracking number is your order number with the prefix “cwc” eg. cwc12345 The reason your parcel was delayed is because you opted for an instore collection. Even though you are in JHB, we have numerous clients opting for this outside of CT. They do this when they send their own couriers or in the area on holiday/business. This is not out of the ordinary for us. We noted your email to ship, but due to this being outside of our standard procedures, it took an additional working day to process. With this thread attracting much attention, we’d like to take this opportunity to communicate that the ideal shopping experience on our site requires the following: Make sure your browse is updated to the latest versionLog in (before adding to your cart)ShopMake sure you understand the implications of the options you are selectingIf you using EFT, we cannot ship until our accounts department confirms the amount is in our account.EFT reference MUST be your order number.Apple browse pop ups must be allowed (For Paygate purposes) As always, feel free to contact Handre or Darron in our online department should you require any assistance with the online process. The retail staff at Willowbridge are not fully equipped to assist with the queries that related to the website. You are always welcome to contact me directly on chrissnr@cwcycles.co.za or call me on 083 640 4823 I've also had issues with the anonymous check out option you had, even when entering my email address that i have a login with there was no check to confirm this nor a message saying you are checking out anonymously. I was very confused and for someone working in IT and do 95% of all my shopping online. Maybe rather than having that anonymous checkout option rather let people login/create account. I also had to phone to track down my order and find out what happened.
Schnavel Posted October 5, 2016 Posted October 5, 2016 I have had nothing but good and realiable service from CWC. If they don't have stock, they call and inform me. Other than receiving refunds for out of stock items, they have on occassion upgraded me for free.
Odinson Posted October 5, 2016 Posted October 5, 2016 Quite a number of unhappy customers coming out of the woodwork. Personally, if you run an online store, your electronic communication should be one of the pillars of the business. I understand that a call is sometimes faster, but for the same reason as you send emails in business, people send mails to online stores: records and accountability. If you have an online store, but your team members don't respond to mails, you're going to lose a lot of customers.
-Gazza- Posted October 5, 2016 Author Posted October 5, 2016 CWC have been in contact, my order was dispatched yesterday, I'm happy with that feedback. Regarding ordering anonymously, you might need to check for bugs on your website, from my perspective, i was logged in, selected free delivery for orders over R1000 and provided my new address. As a safety measure, I have asked for a copy of my invoices to be emailed to me.
AlanD Posted October 5, 2016 Posted October 5, 2016 I have not had any issues with them before. Always had good service and timely delivery of my goods. Hope this continues
Kall Posted October 5, 2016 Posted October 5, 2016 Have always had excellent service and great prices. Long may it continue !!!!
EmptyB Posted October 5, 2016 Posted October 5, 2016 Quite a number of unhappy customers coming out of the woodwork. Personally, if you run an online store, your electronic communication should be one of the pillars of the business. I understand that a call is sometimes faster, but for the same reason as you send emails in business, people send mails to online stores: records and accountability. If you have an online store, but your team members don't respond to mails, you're going to lose a lot of customers. Exactly, you shouldn't have to be making follow up phone calls!
Pure Savage Posted October 5, 2016 Posted October 5, 2016 Got what I ordered within a reasonable time frame, no real issues.
shaper Posted October 5, 2016 Posted October 5, 2016 For those saying the OP should have made a phone call to resolve the issue... try reading the first lines of his post...... "Before I get flamed, by the blindly faithfully. Everyone has an off day and CWC are having one with my order, and yes I have tried to resolve this directly with them prior and if you read my whole post you will understand that I don’t have a vendetta or an axe to grind."
Slowbee Posted October 5, 2016 Posted October 5, 2016 For those saying the OP should have made a phone call to resolve the issue... try reading the first lines of his post...... "Before I get flamed, by the blindly faithfully. Everyone has an off day and CWC are having one with my order, and yes I have tried to resolve this directly with them prior and if you read my whole post you will understand that I don’t have a vendetta or an axe to grind."you want people to read something with more than 140 characters excluding the hashtag of course
JXV Posted October 5, 2016 Posted October 5, 2016 My last purchase from CWC I forgot to log in. Thought my browser was set to do it automatically but it wasn't. The order was processed and duly arrived but it does not appear in my order history and apart from the sms they sent to my phone with tracking number....I couldn't see the tracking number or follow up on progress when I logged in to check. Emphasizing the point Chris made in his response - I found it really works better if you register, log in and then transact. Sent from my SM-G935F using Tapatalk
Patchelicious Posted October 5, 2016 Posted October 5, 2016 Hmmm my order is being reflected as "processing". I placed this yesterday at the same time as a Versus Socks order and an Extreme Lights order, both of which are already on the delivery leg of the journey. This worries me.... Edit: I selected the extra charge for "Door to Door" even though my purchase was R3500...
Patchelicious Posted October 5, 2016 Posted October 5, 2016 I think the number of people on this forum who have received good service would outnumber the recipients of bad service by a massive margin. Your chances of getting "bad service" from a another online seller is the same. No one is perfect.Would you be happy to apply that same logic to the "evil corporations"? Vodacom, MTN, the Banks, the Insurers... all these "terrible" companies that we keep hearing about. Their good vs bad ratings ratio is probbaly even higher than CWC.
Patchelicious Posted October 5, 2016 Posted October 5, 2016 Hmmm my order is being reflected as "processing". I placed this yesterday at the same time as a Versus Socks order and an Extreme Lights order, both of which are already on the delivery leg of the journey. This worries me.... Edit: I selected the extra charge for "Door to Door" even though my purchase was R3500...Both of those have just been delivered. Still waiting for CWC to "process" my order.... Edit: Just got mail from them to say it is being shipped. Phew....
-Gazza- Posted October 6, 2016 Author Posted October 6, 2016 Just when things were looking up, you open your parcel and the delivery is incomplete! What happened to the Gloves CWC? P.s I haven't phoned, haven't emailed, I'm annoyed and venting, because to add to my experience. This morning I got an sms from the couriers. advising that the goods were out on delivery. The stated address listed the completely wrong suburb. So i had to sort that out as well. To be continued........
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