Online VAR Excite IT has admitted that it is working closely with its local trading standards office following numerous complaints by consumers to regarding non or late deliveries.
A representative from the Northants Trading Standards office told CRN: “There have been a sufficient number of complaints for us to investigate. We visited Excite’s office in Leicestershire and we also wrote to it. The firm said it is experiencing a few problems that it hopes to overcome. We will monitor the situation.”
Paul Graham, managing director of Excite, told CRN: “Due to the expansion of our customer service and fulfilment centres there has been a delay in the processing and shipment of some orders. We do have a pre-formatted message in the ‘my basket’ page on our web site informing customers that there may be some delays. Any customer who feels they have been affected by these delays is encouraged to contact us.”
Graham said the firm hopes to have its new customer service centres operational before Christmas. “We will then be able to offer a faster turnaround on orders and a national local-rate telephone number,” he added.
Mike Gammie, IT services development manager at VAR Misco, said: “Customer service is a huge differentiator. We invested a lot into our customer service since we began to offer an online side of our business.”
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