Looking for a little advice or outside perspective on recent customer service (or lack thereof) from Christopher Ward.
I have placed 3 orders from CW in the past, which were all very pleasant experiences, and I’ve been nothing but impressed with their designs and quality.
However, I pre-ordered a Sandhurst in October which was estimated to ship early-December. I saw that it came back in stock mid- to late-November. I didn't hear anything from them and waited until the quoted early-December timeframe, assuming they may have had a backlog and were fulfilling them in the order received.
I contacted customer service 12/9 and was told my order was ready to ship in the "next few working days."
After no further updates for 2 weeks, I re-contacted customer service and was told there was an issue re-authorizing my credit card and that it was being sent to their finance team.
After no updates for a week, I reached out again and was told it was being sent to their logistics supervisor.
It's now been almost another week and I still have not received any contact or updates. The whole time the order status has shown “Pre-Order.”
I’m wondering, should I remain patient in light of it being the holiday season and with London being in a partial lockdown? (However, if that were a factor I wish they would have communicated it to me) Or is it understandable to be upset, and should I keep contacting them every week or just pack it up and take my business elsewhere? Has anybody else run into a similar issue?
Thanks for any advice and letting me vent. Happy 2021!
I have placed 3 orders from CW in the past, which were all very pleasant experiences, and I’ve been nothing but impressed with their designs and quality.
However, I pre-ordered a Sandhurst in October which was estimated to ship early-December. I saw that it came back in stock mid- to late-November. I didn't hear anything from them and waited until the quoted early-December timeframe, assuming they may have had a backlog and were fulfilling them in the order received.
I contacted customer service 12/9 and was told my order was ready to ship in the "next few working days."
After no further updates for 2 weeks, I re-contacted customer service and was told there was an issue re-authorizing my credit card and that it was being sent to their finance team.
After no updates for a week, I reached out again and was told it was being sent to their logistics supervisor.
It's now been almost another week and I still have not received any contact or updates. The whole time the order status has shown “Pre-Order.”
I’m wondering, should I remain patient in light of it being the holiday season and with London being in a partial lockdown? (However, if that were a factor I wish they would have communicated it to me) Or is it understandable to be upset, and should I keep contacting them every week or just pack it up and take my business elsewhere? Has anybody else run into a similar issue?
Thanks for any advice and letting me vent. Happy 2021!
