I placed an order with Reserved on 3 January. I received no updates until 11 January, when Evri emailed saying delivery was expected that day. Nothing arrived.
On 20 January, Evri suddenly confirmed they had the parcel. On 21 January, I received an email saying delivery would be between 19:00–21:00. Nothing happened. The same email was sent again on 22 January, same time window. Again, nothing.
On the morning of 23 January, I woke up to an email saying the parcel had been delivered at 2:17am. The “proof of delivery” was a photo of the parcel left on a public road outside my block of flats. Unsurprisingly, the parcel was gone by the time I woke up.
I then spent three days trying to contact Reserved’s customer service via live chat and email. When I finally received a reply, it was a generic copy-paste email with no acknowledgement of what happened. After waiting 25 minutes on live chat, an agent finally replied — with no apology, no empathy — and after another 15 minutes simply told me they had emailed a form for me to fill out.
When I questioned the lack of apology and why I was being made to handle an issue caused by their courier, I was told: “The error is not ours but the courier.” That is unacceptable. The courier is Reserved’s responsibility, not the customer’s.
I have now filled in the form, but after 20+ days of delays, zero customer care, and a stolen parcel caused by negligent delivery, I am still waiting for resolution. A proper retailer would issue an immediate refund, apologise, and compensate for the inconvenience.
Extremely disappointing service from start to finish.
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