Are they on super drugs???
I honestly think that the folk over at Superdrug must be on something.
And there is certainly nothing super about their customer service (using the term loosely) professionals (ha, that’s a joke of a word!)
Yes, you guessed it. They are not in my good books and never will be again. I can’t even put on my professional head and say that my run in with them was simply an emotive user experience because I am just too ******* angry.
I am spitting feathers and absolutely livid at their complete lack of professionalism.
“SUPERDRUG: YOU SUCK!”
Right, deep breath and then I’ll tell you why I am so incensed.
I placed an online order. Straightforward enough, right? It was processed and all was good. I was simply waiting for my free delivery. And, as I am prone to do, I kept an eye on the tracking. All was looking good and delivery was on track until the day it was due to arrive.
I suddenly realised that the order had been marked as cancelled.
What the ?@*! ?!
No email notification, text message, nothing. Nada. Zip. Zilch. Just a cancelled order.
Of course, I am a big believer in user feedback so I got straight on to them to give them a piece of my mind.
Unfortunately, I came into contact with one imbecile after another, all of whom – when they actually bothered to respond to me (my social media rant at them didn’t even seem to raise any Superdrug eyebrows because no one deigned to respond) – told me the same thing:
“if your items isn’t in stock at your local store, we cancel the order. So, you then have to place the order again and it comes from our warehouse.”
Well, that’s a big crock of dog do if ever there was one. The pompous chap that told me in his smug monotone had clearly had to repeat the same tale on many an occasion.
Don’t they realise that it’s the 21st century?
Their ordering system is clearly archaic if that’s how it works.
I have visions of some bearded caveman in his loin cloth, running around in the storeroom in a panic before shouting: “Arrrrgggghhhh! We haven’t got it. Cancel the order because I will need to go to the warehouse and it may take a couple of days because we haven’t invented the wheel yet.”
I mean, seriously, they were having a laugh. I half expected the modern-day answer to Jeremy Beadle to jump out from behind the sofa along with my closest friends and family and they’d all laugh heartily about the hilarious stunt they had just pulled.
But no, it was unfortunately true.
Superdrug have perhaps the worst next day delivery policy and customer service representatives with all the charm of a pack of hungry Rottweilers. They also clearly have a tendency to ignore customer comments on Twitter, unless you hound them.
Sadly, I am not alone. You only need to type in ‘Superdrug complaints’ into Google to see what I mean. I haven’t come across anyone that was told the same nonsense that I was fed but there are plenty of tirades about lack of customer service support, lack of response to emails and rude personnel. Perhaps a bad attitude is part of their job descriptions?!
Of course, I have also gone through their website in detail to see if I had missed something. I would be the first to hold my hand up if their ‘policy’ was there in flashing neon print. But of course it isn’t.
Yes, they tell you when to expect your order and specify that timings are estimates, that a signature may be required etc etc.
They also, laughingly, tell you that you will be kept informed at each stage of the order and delivery process by email.
Their help centre page says “as a customer you are very important to us and we would love to hear from you.” Though presumably, not if you want to complain about their failure to keep you informed and their outdated systems.
We all know that customers are important but you can’t just talk the talk. You have to walk the walk too.
Customer feedback management is vitally important. Customer comments can make or break a business, particularly in today’s social media driven world.
So give your consumers what they want. And if you can’t deliver, let them know. And if you upset them, make it right!
Get in touch with us here at TMP HQ and let us help you better understand your customers, deliver what they want and understand and manage their expectations.
I’ve had nothing by way of an apology from the totally unsuper Superdrug. Not even the offer of a few measly points for my beauty card. So now, if you’ll excuse me, I’m off to Boots.