fr

Awful customer service smartbox Italia

Awful customer service smartbox Italia. I purchased a smartbox for my sister's 18th birthday to be delivered to her address in Italy. As I paid with PayPal accidentally gave my own address in UK, the morning after I called the customer service to rectify it and the guy on the phone confirmed the change and sent email confirmation. One week later the gift had not been received yet and I contacted the customer service again and was told that the box had not been sent and they had no idea what had happened so I asked them if they could resend but they were not able to do it and I asked for a refund. I called 7 times and every time spoke to a different person as they could not transfer the call, some of them just did not show any interest in helping and did not know how to resolve the problem, 2 of them promised that would take care of it personally and send me an email to confirm that refund on the same day.... never received the emails so I had to call again and I spoke to another girl very rude and arrogant that instead of trying to emphasize with a frustrated customer just said "my colleagues have told you to wait" which was not true and starts to be very rude and hunged up the phone on me. I had to call again and a different person advised that they had difficulties in processing the refund due to an authorization from a different office that doesn't arrive. Customer service is meant to resolve problems or offer alternative solution (I was very open to that) with good manners and professionalism, this was not the case. At the end my sister did not receive her present at all, I spent time and money calling them and getting frustrated and I still have not received my money back and I had to get PayPal involved. You should consider to re-training you staff. I feel really disappointed and I am not going to buy smartbox never again.

Date of experience: Jun 23, 2020