cartridgemonkey.com

Poor Customer Communication

On their Website Cartridge Monkey state 'It's our goal to give you the most amazing service, free shipping on everything and great low value so you'll come back to us time and time again!' The only amazing thing about the service is how awful it is and having given Cartridge Monkey plenty of time to respond privately I'm now writing a review to share my experience and warn other shoppers. The Ink I ordered on the 8th April was eventually received on the 30th April. This was due to a very basic customer service failure in which Cartridge Monkey did not inform me which delivery company was delivering my order and/or give me a tracking number for the delivery. I therefore had no idea when to expect my delivery or if delivery had been attempted.When nothing was delivered and I contacted Cartridge Monkey by email about the lack of delivery Cartridge Monkey said they would arrange for redelivery. Again nothing happened although I was told by email that delivery had been attempted twice I had no idea about these attempts - no contact of any kind from a delivery company such as a we missed you card through the letter box. So as email communication with Cartidge Monkey was not getting anywhere I decided to phone. Phoning did produce results but as I later discovered at considerable extra cost. When I phoned I chose the first number on the website 0845 365 6666 However because there is no warning on the website that 0845 is in fact a premium number a 10 minute phone call at 4pm on Monday April 29th cost me £6.32. It was only when I phoned that I was given the name of the delivery company which was DPD plus a tracking number for the parcel. Failing to tell the customer the name of the company delivering their order together with the tracking number as part of the normal purchase process is beyond comprehension. I was then able to ensure that the delivery took place when I was at home. The person doing the delivery from DPD informed me that they no longer put physical cards through people’s doors but take a photograph so without a tracking number it is impossible for the customer to know that a delivery has been attempted. If the parcel had been sent by ordinary mail the lack of tracking number would not have been a problem as Royal Mail still put cards through letter boxes and parcels can be collected from the sorting office. I am still waiting for a response from Cartridge Monkey to my polite request asking for that unexpected £6.32 in telephone charges to be refunded.

Date of experience: Jun 02, 2019