Massive Delivery Failure and Insulting "Fix"
I am beyond frustrated and have officially lost all trust in this company. I paid for a 2-hour delivery and my address was correctly entered on my end, yet the company sent my order to a street with the same name in Pascoe Vale. The fault was entirely on the company’s end, and it resulted in a massive breach of my privacy.
The initial handling of this was a total mess. After realizing their mistake, the woman I spoke to at the store said she would contact Uber and have it re-delivered immediately. However, I received no email, no notification, and no update. Having my private items sitting at a stranger's house in a different suburb with zero communication was incredibly distressing. I eventually requested a cancellation myself because there were no apologies offered at the time, and the lack of professional communication put a really bad taste in my mouth.
To make matters worse, the company was closed on a Monday, leaving me in limbo for another day. The only saving grace was the store manager I spoke to on Tuesday; he was fantastic, admitted fault on their end, was remoursful, beyond professional, and ensured to follow up. However, the corporate response that followed incredibly tone-deaf. After the emotional distress and the hours I spent chasing them to fix their own mistake, their 'apology' was a 30% discount code for their website.
To offer a sales incentive as a 'solution' for a massive privacy breach and failed 2-hour delivery is insulting. They clearly value a potential sale more than actual accountability. They have lost a customer for good.
