Hi all - I completely agree with your frustration here and it is something (alongside improving the delivery experience) that we are actively working on. 2020 was a very tough year for everybody and a lot of our customer service team hadn’t had time off through the year, so our staff numbers have been lower than we would have liked over the Christmas period - with illness compounding this.
The team are now back to full strength and with a couple of additional staff that have also joined in January too. We are actively recruiting for additional roles on top of this as well. We do have an internal ticketing system and we are building the automated emails functionality, so that you will soon always be able to see your ‘case’ logged and the progress/updates on your ticket.
Please can I also welcome @Carolaxe - who has joined from Monday as our VP of Customer Experience and will be introducing herself next week. Carol has huge experience within this area and will be instrumental in help us deliver the best customer service possible and happy to discuss with any and all customers the best way to do this.
@Delverado - the three points you have addressed are unacceptable - please let me know in the coming weeks if you are still struggling with this, as I would hope this should no longer be the case (long waits on the phone, emails taking a week to get a response back and having to explain something again).
@technicalfault I agree with your sentiment that getting this right is core to any successful company!