I ran my own Jewellery business with an online shop successfully for a number of years before returning to full time education and in the 5 years that I traded I quickly found that the number one rule was to communicate with my customers especially if there was a problem, usually you can come to some sort of agreement so all parties are happy.
If communication is the first rule then keeping customers happy is the second rule, everyone wants repeat custom so making sure your customers are happy is extremely important.
I’ve been a Wauwaa customer since June 2014 and have placed a number of orders since then, my only issue with the company until recently has been the fact delivery takes a long time, in one case it took over 20 days for my order to arrive, they do state 10-14 days on their website so you know it’s not a fast service.
I placed my final order with Wauwaa on the 18th March this year, it wasn’t a large order and I had originally only wanted one thing (a pair of crocs for Arthur) but it seemed silly to pay delivery charges for just one item so I also purchased a sun hat and a set of coloured cups.
I received my order on Monday and noticed that only two of the three items had been delivered, I checked my emails to see if Wauwaa had contacted me about a delay, they hadn’t so I went on to the Wauwaa website to see if there was a note on my account again no there wasn’t. I noticed the only way to contact Wauwaa was via email as the site displays no telephone number so I sent an email to let them know that an item was missing, according to the website you can expect a reply within 24 hours.
By close of business on Tuesday I still hadn’t had a response to my email so I contacted them via twitter to ask when I could expect a reply, I’m still waiting for a tweet back however they don’t seem to use their account very often.
On Wednesday I was getting a little annoyed so I contacted them via their Facebook page, I noticed a lot of the other comments were from people who had received incomplete orders so assumed there must have been a warehouse issue, it still doesn’t excuse why I wasn’t informed earlier.
I took to twitter again to vent as I find it unacceptable that such a big company is happy to take your money yet doesn’t have the decency to answer an email, tweet or facebook message. 20 minutes later I received a response to my original email, it was obvious they hadn’t actually read my email properly. The response is below and the comments in bold are mine.
Unfortunately our supplier has contacted us and due to high demand the Electro Kids Sandals are now out of stock. Why couldn’t you tell me this before shipping my order? I am extremely sorry for this. It appears these sold out in high volumes from different retailers making them unable to accurately allocate stock for us. We are putting measures in place to ensure this doesn’t continue to be an issue going forward as we do understand how disappointing and frustrating this must be. We have had to cancel this from your order and process a full refund for you. Please note that refunds can take up to 30 days to appear in your account depending on your bank provider although they rarely take this long. Ok so you accepted orders when you didn’t have the stock and it took 1 email, 2 tweets and 1 facebook message for me to find this out, I also have to wait up to 30 days to get my money back!The rest of your order should be dispatched shortly via next day delivery and should be with you within the next few days. Once your order is ready to leave our warehouse you will receive an email with a tracking link included so you can follow your order every step of the way. If you had read my original email you would see that I already have my order which is how I knew something was missing.I’m so sorry for this inconvenience. We know how disappointing this must be and please know we are putting processes in place to ensure situations like this do not occur in the future. Yes it’s disappointing, the main reason I ordered was for the shoes, I would have just cancelled the whole order had I know they were not available.
Please don’t hesitate to get in touch if you have any questions.Kindest regards,
Wauwaa Customer Service Team
I’ve spoken to a few people about Wauwaa this week and every single person has had a issue with orders, some people like myself had missing items and were not informed and one person has been waiting for an order since February.
This isn’t good enough Wauwaa, where is the communication?
Have you got a positive Wauwaa story? I’d love to hear it.