Cheeky, argumentative and petty customer “service” team. When things go wrong, they ignore your emails, don’t take action despite items being in warranty and it takes repeated attempts to get them to assist. Rather than sort the matters out, the team spend more time being petty with the customer and make claims of customer dissatisfaction feedback as rude and unpleasant. As a customer service team, they don’t seem to have the skill or humility to identify customer dissatisfaction or accept responsibility for their failures, instead they waste time with petty responses and seem to prefer arguing and inflaming the situation. Their colleague who sent a reply to me at 12.02 on 25/08 is a disgrace to the company and their manager needs to take a look at her dialogue with customers. I have also followed up this behaviour with the CEO. I’ll never shop with them again and do not recommend.01/09 - Update to Lighting Direct’s argumentative response - they claim I was rude and unpleasant, for transparency here’s the email that was sent:“With respect, your internal IT issues aren’t my concern - that’s something for your management team to resolve.What remains is that these issues were raised with you last year and followed up on repeated occasions without any courtesy of reply - that’s got nothing to do with attachments or lack thereof, that’s down to poor customer service.Thank you for finally resolving this by placing a replacement order - I assume a tracking number will be provided when this has been despatched?Kind regards“This is a company that simply cannot handle customer feedback or take accountability for their poor administrative practices. I wouldn’t have been so annoyed had I not had to raise repeated requests for the items to be replaced. An isolated overlooked email is acceptable but when this happens repeatedly, it becomes apparent this is down to poor controls and bad service management.The company has just proven what I state - cheeky and argumentative and not worthy of a customer’s time. Once the goods are replaced under warranty and they fulfil their legal obligations under the sales contract, I will not waste any more time or effort with a company as openly petty as this.14/09. I see Lighting Direct continue to argue and be petty.For transparency, here’s the full copy and paste. None of this is rude or unpleasant - it simply outlines the frustration at their continual incompetence to deal with a relatively simple matter.They clearly have plenty of time to argue but don’t have the same time to deal with issues when raised - bearing in mind I asked for their help over defective products twice in the 6 months prior and didn’t get a response! I had to ask time and time again to get a response. Yet they have plenty of time to continue waging argument on Trustpilot! I think that says it all. What a tiresome bunch. “Please see attached original confirmation of order.I don’t recall ever receiving an invoice, although it’s should not be needed as this is your original sales confirmation email of my order. All the items are under 3 year warranty.The two items that have failed and need replaced are:1) Linea 100 String Lights - SKU 403602) Technar 24W Transformer - SKU 27444Many thanks“Their response: “There is no attachment on this email.We are endeavouring to locate an order for the string lights which at the moment cannot be found.““It’s not an attachment - if you simply take the effort to scroll to the bottom of the email I have forwarded the original sales confirmation email received from your company which details my order.It’s not that difficult! The two defective products that need replaced are listed on this order.Please note I raised these issues with you months ago and this is still unresolved.”Their response:“Thank you – we can see it now. You advised us to view an attachment, and not a forwarded email.Just to advise for future reference and to assist with you speedier responses fromthose you contact. An attachment manifests as an icon that one would click on –a forwarded email is not shown in the same way and can form part of a trail or justbe in isolation on the screen. I hope you find this helpful.I have arranged a new 40360 String light to come to you, this is currently out of stock and dueto us late Sept early October so as soon as it is arrives here it will be sent to you.I have also replaced the transformer 27444 this will come to you at the same time“
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