HKTVmall - Amazon for Hong Kong?
Red Taxi, Green Taxi

HKTVMall - customer service

A small follow up to my post on HKTVMall. 

Just to say that their customer service really isn’t great.

I ordered something that was supposed to be available within 4-7 working days.  Then just two days later I noticed that they had updated the order with a delivery date - the following day, at a time when no-one would be home.  So I contacted their customer service.

I opened the chat window and entered my question.  And waited.  And waited.  It took about 25 minutes for someone to respond.

Me: I notice you are planning to deliver this item tomorrow.
HKTVMall: The item will be delivered within 4-7 working days
HKTVMall: Monday to Friday
Me: That’s fine, but your website shows that it will be delivered tomorrow and no-one will be home
HKTVMall: Please wait, I'm checking the item.
HKTVMall: The item hasn’t arrived in our warehouse.
Me: So the information on your website is meaningless?
HKTVMall: The item hasn’t arrived in our warehouse.

That might look like a brief conversation, but it actually took 20 minutes (after the 25 minute wait for someone to appear).  To achieve precisely nothing.

Someone must have decided that they were planning to deliver it the next day, but apparently this information isn’t shared with their Customer Services team.

Needless to say, they did try to make the delivery the following day, and no-one was home.

I’ve had other deliveries that have been later than the (4 hour) timeslot, and others that have been several hours early.  And the previous time I tried to contact their Customer Services it took one hour for them to respond, by which time I had given up (but I hadn't closed the chat window, so I know how long it took). 

Quite a lot of work to be done on customer service, then.    

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