Billyelliott Posted December 2, 2013 Share Posted December 2, 2013 Took a chance and ordered Thursday Pm a surprise early pressie for DS. - arrived today - - the dispatch message arrived long after the goods had been dispatched do the IT is still behind , but the goods are reaching their destination speedy !! Hooray ???? 2 Link to comment Share on other sites More sharing options...
Billyelliott Posted December 3, 2013 Share Posted December 3, 2013 Oh dear what dreadful typing sorry folks - the parcel has been received with great joy ! 2 Link to comment Share on other sites More sharing options...
pointe shoes Posted December 5, 2013 Share Posted December 5, 2013 Wonder how they are sorting out orders? No one I know has got theirs and have cancelled and used other companies. It is frustrating to not have e mails answered. Link to comment Share on other sites More sharing options...
2dancersmum Posted December 5, 2013 Share Posted December 5, 2013 Last update I saw said that the system was working again for new orders and that they were getting extra people in to try and clear the back log of orders/returns/exchanges placed as their new systems were being installed. They quoted a backlog of 12 days compared to the 3-4 weeks it was not long ago. Hope they are totally back to normal soon as I have often used them in the past. Link to comment Share on other sites More sharing options...
Aurora Posted December 5, 2013 Share Posted December 5, 2013 I returned something a couple of weeks ago and got my refund within about a week. Link to comment Share on other sites More sharing options...
hoobydigger Posted December 17, 2013 Share Posted December 17, 2013 Update just appeared on facebook page: New orders are unaffected by the earlier issues caused by our IT systems change. However, we know some of you are still having problems around older orders and for this we are sincerely sorry. We have support teams on site to help us fix these problems as quickly as we can. Updates On Our Service Status: What's New? Returns/Exchanges/Refunds: 7 day backlog (down from 12 days) - By and large, manual refunds are completed for returned items we have received up to and including 13th December although there are still some to be processed for items we have received from the 8th December (these should be completed tomorrow). - Exchanges are completed for returned items we have received up to and including 13th December. We are aware there will be some longer standing issues also but these are few now. Call Center Issues Our lines are still busy and at peak times the hold times can increase so try to call outside of 12-2pm and 5-7pm if you can. Emails We still have lots of emails to get through. While we are working hard to reply personally to each email as quickly as we can, it is still taking us longer than usual to respond to everyone. We estimate it is presently taking us up to 7 days to answer emails. Customer Support in Facebook As a reminder again, for the Social Media team to be able to help progress your order concerns more quickly we require the following in a private message: Your Phone Number Email Order Number Details Of Your Order We are deeply sorry for the pain we have caused you during our IT changes and but we are close to restoring the usual high level of service you deserve. Link to comment Share on other sites More sharing options...
Loubylou Posted January 16, 2014 Share Posted January 16, 2014 Hi, anybody else still having trouble? Ordered on 26th Dec (I think) and know they were shut til New Year but not heard anything, have emailed twice, just get an automated response...I'll call them tomorrow and let you know... x Link to comment Share on other sites More sharing options...
Michelle_Richer Posted January 17, 2014 Share Posted January 17, 2014 (edited) Yes I think they are still having a bit of trouble, I ordered a couple of Tutu's well before Christmas when I thought they had finally got their computer system sorted out. The first came within two or three weeks which was brilliant for them, then nothing. I left it until after Christmas and was going to phone them, on that very day they phoned me with apologies, to see if I wanted to cancel the order as it would not be shipped until mid Feb, sounded as if they were reordering it to me. Anyway I agreed for later shipment. Edited January 17, 2014 by Michelle_Richer Link to comment Share on other sites More sharing options...
Loubylou Posted January 18, 2014 Share Posted January 18, 2014 Thanks Michelle, good that they rang you. I rang them yesterday, didn't get an apology as such but she looked into it as I was on the phone, confirmed items were now in stock (not sure if they were not when I ordered tho as surely it would have said on the website) and promised to send them that day so I think it is those who ring up who get dealt with first if they still have a big backlog so am definitely pleased I rang. My confirmation of dispatch email was sent at 4.20 this morning so maybe they are working hard to deal with it all! :-) Just hope it all fits now so don't have to return and re-order... Link to comment Share on other sites More sharing options...
Huddsballetmum Posted January 20, 2014 Share Posted January 20, 2014 Got to say I placed an oirder on Tuesday and recieved it Thursday. Everything was present and correct. Can'[t complain at that kind of service. Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now