I’m a bit of a fan of French clothing website La Redoute, and was relieved to see recently that they also deliver in the UK. I placed an order earlier this week, and because I’m an impatient person, checked their site this morning to see when my parcel might arrive. The site said it had already been delivered – to the wrong address. Uh-oh.
I spoke to La Redoute’s customer services, who told me they would email me when the parcel was sent out (I didn’t and still haven’t received any email).
“But the website says it was delivered on 11th August,” I said. “Not to me it wasn’t.”
“No,” said the lady from La Redoute, “it was passed to our couriers this morning. You’ll get it either today or tomorrow.”
“So let me get this right. When your website says, ‘delivered on 11th August’, what that actually means is ‘passed to the couriers on 13th August’?”
“I don’t know what the website says. But it’s out for delivery today.”
“And where are you delivering it?”
She read back half my home address (without the flat number that would tell the driver which doorbell to ring).
“But that’s my home address. I’m at work. That’s why I asked for delivery to my work address.”
“Yes, but for your first order, we have to deliver it to your home address, to make sure it’s really you ordering.”
“But your website doesn’t tell me that.”
“We would have told you that if you’d phoned up.”
“But I didn’t phone up, I placed the order on your website…”
At that, I gave it up as a bad job, and was just relieved to have been carded by my Hermes driver today. But as an online trader, I have a few takeaways from my experience:
- Make sure your website is giving out accurate information.
- Make sure the information on your website matches what you’re giving out through other means.
- If you’ll only deliver to a particular address or under particular circumstances, don’t allow your customers to order unless they match your criteria.
- Make sure your staff understand how your website works!