We are waiting for a delivery of a bed for my Nan who is on palliative care and cannot be discharged from hospital to be with us until the bed is delivered. This was supposed to come today and did not turn up within the delivery window. I contacted them shortly after the time window and spoke to the most abrupt and unhelpful person I have ever come across in a customer service role (Essex branch).I was simply told they would not help as their systems were down and offered nothing else to help. Two hours later when delivery had still not taken place, I called again and unfortunately spoke to the same individual. They refused to help in any way, shape or form. I asked if they could not even contact a driver (as I’ve been given their name) and was told no they can’t help without the computer system. I asked if there was an eta for this to be fixed, and was just met with blunt answers such as “no” “I can’t help you”. To not even offer to take contact details to contact customers back when their system were back up and running is just outrageous. I fail to believe they don’t have any way of contacting their drivers without a computer system. The lack of empathy or care from the customer service representative was appalling to say the least, especially working for a company that will clearly be dealing with families going through really upsetting times. The fact they describe their customer service team on their website as “friendly” is wholly inaccurate.
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