In today’s challenging economic conditions, I would have thought that keeping your new customers happy would be a top priority for many businesses. Even more so when you’re a relatively small independent predominately online retailer. That’s not the approach Abode seem to have.
- It took them two weeks to respond to the original e-mail about the damaged mirror; if you’ve had a busier time selling stuff in the run up to Christmas, you can also expect a busier time after Christmas with returns, etc.
- They were happy to let me phone them over & over again & again and do all the chasing; very few of the phone calls were initiated by them.
- They insisted I pay for a second mirror before organising a replacement for the first; anyone know of anywhere else that has the same policy because it’s a new one on me?
- Having agreed a time slot for a swap, they didn’t bother to tell me that their courier couldn’t make the slot; they missed a 2nd slot a couple of days later. I had stayed home for both.
- At this stage, they offered to let me chase their courier for them! Erm, I don’t work for Abode; you sort it out.
- When the courier did eventually turn up, he delivered the replacement mirror to the wrong house; 2 doors up! Yet another phone call.
- Having finally got a replacement mirror, I then had to chase them to refund the money for it. You’ve had my money long enough; now give it back!
All-in-all, a very needlessly frustrating experience. If you do have any dealings with them, Amanda seems to have some nounce about her but Michelle… And so, if I can discourage just one potential customer from buying from Abode, I will have achieved what I set out to do by writing this post.