What is going on at Warehouse this week? Their Facebook page has been flooded with customer complaints accusing the chain of not fulfilling orders, duplicate payments being taken and not refunded, and e-mails going unanswered.
The chain recently changed its online ordering system and appears to be plagued by technical problems including payments looking as though they have failed when they were actually successful (often after the customer has placed the order again), items being added to basket and then going missing at the checkout, and payment continuously being refused by the website.
Angry customers that haven’t received their orders have flooded the website’s Facebook page looking for answers, some reporting that staff in stores have told them that they have been instructed not to hand out Head Office phone numbers to customers. One woman wrote that she was informed by a member of staff that the lines have been disconnected as the company cannot deal with the volume of calls they are receiving.
Yesterday the company issued a statement on their Facebook page:
“We’re sorry if you have experienced problems with our service recently. We are experiencing a high volume of queries and to save you waiting on the phone (or a large phone bill!) we are asking you to email us at helpme@warehouse.co.uk. We will respond to your emails as soon as we can although please bear with us for now. Rest assured you are our top priority and we are doing everything we can to deal with your queries as quickly as possible.”
Warehouse have always been so good with their website and customer service; let’s hope these technical problems are fixed soon so that everybody can enjoy Christmas.
