Friday, 7 November 2014

Negative shopping experience with HipVan

Ordered a coffee table from HipVan and they have scheduled the delivery on this morning at 9am. Happily, we waited. But the delivery man never came knocking on our knock. Next thing we know, round 10am in the morning, an email comes in - yes HipVan expects us to be monitoring our inbox 24/7 and did not even have the decency to give us a call - notifying us that :

<We are writing in regards to the delivery status of your order #11369 for the item - Quiche Coffee Table - Cocoa.

Before even attempting to explain the reasons leading to this unintended mistake, I would like to sincerely apologize to you for any inconvenience this may have caused.

The delivery arrangement for the item has been overlooked and your item is still in our warehouse, while our courier is already out delivering in the west area today. We take full responsibility for the error and we guarantee that such incidents will not occur in the future.

We understand that you have been waiting since this morning for the item but to no avail. Do allow us to deliver it tomorrow, 8th Nov, Saturday, first thing in the morning. 

Please accept our deepest and sincerest apologies for the frustration and inconvenience caused. 

on behalf of the HipVan team.>

Our initial reaction was shock and anger, we had taken time off work on a week day specially for this delivery. HipVan has committed such a regrettable mistake but they do not even take the effort in calling up the customers to explain what has happened. Furthermore, did they expect customers to be sitting round the house whole day long just waiting for the delivery? This lapse in service standard came across to me as a rude awakening.

To make matters worst, calling up HipVan's hotline was such a test of mental tolerance. I continuously called for half an hour but nobody bothers to pick up my phone call. It was as though nobody was mending the hotline. When someone finally picked up my call, I had a belly full of fury waiting to explode. Finally HipVan agrees to make the delivery by today. Unfortunately the coffee table was sent to our unit was defective *slow clap for you HipVan* we rejected the piece and it is going to be a 2 weeks await for the replacement.

Those intending to purchase from HipVan, you have been warned.