Real life, real users’ stories: The pain of the delivery service at Falabella.com
Dear Santa, I wish Amazon in Chile
A year ago, I was discussing with a friend about delivery services in Latin America, especially in Chile. We were talking about the problems of buying online stuff in retail.
The principal problem we saw, it was about the accuracy of the timing in delivering the product. It works like this:
This is the story of my very first shop at @falabellaAyuda
- You order online
- You choose the date you want to get the product
- They set the day and time of the delivery in between 8 am to 9 pm
- You can track your package on falabella.com/despachos
All right! That sounds great, right?
The real situation I got recently in my first online shopping at Falabella.com was completely different.
- I ordered online
- I selected the date (You cannot select the time so if you live in a house and you don’t have anybody in the daytime, you need to skip work this day or WFH). There is also a disclaimer that says you can’t choose the re-schedule of the delivery and it will be assigned by Falabella.
- The day of the delivery (Saturday), I tried to check it online but I couldn’t get the urlfrom the website. I called to customer service and a recorded voice told me that my fridge was on route and It was arriving that day. I kept waiting the entire day. I called again soon by 9 pm but this time I spook with an executive and surprise! My package wasn’t in route and they didn’t know when it will be delivered.
- I called on Monday to ask about the delivery date, about 5 times and nobody was able to help me, so I complained.
- Nobody responds my online complain, so I used SERNAC.CL (Customer Nacional Service) to make it official.
- After a week, they contacted me without a solution. At that point, I wanted to return the product. I probably wanted my time back, but ok. I told the woman “solve it soon or keep the fridge”.
- Five days later, Fallabella called me to explain that my fridge didn’t get to deliver because it had a factory failure. I told them to give me a better fridge for the same price they agreed, but before start the process with the new product, they told me they actually had the original product now available. I ask for the new one with discount anyways.
It is sad, probably the factory failure thing was a white lie because they did not have stock.
- Finally, I had to return my shop and buy again the new fridge, send the voucher to them to return the money exceed to me.
I moved to my new home on November 15th and yesterday, 5th December I got my brand new Fridge from Falabella.com
Now, I can cook dinner.
I know that retails, banks and a lot of more companies are in a changing process in Chile. They are moving from a traditional way of work to a persona centered service.
This scenario is very positive, but it is good to keep listening to users and start solving the real problems like wasting people’s time or not giving the right answer when it needs.
Managing the solutions to the problems is better than don’t give an answer. User’s anxiety kills products and brands.
Writing for improving my English.