Souq.com / unprofessional courier service q-express ruins souq.com for me
I think I have just made my last order with Souq.com. Here's why:
I'm just shocked by the appalling customer service I encountered for my souq.com order. A company called Q-express delivers the packages, and is who you ultimately deal with in delivery (probably the most important part of an online shopping service).
The woman who called me to confirm my address was busy chatting with a friend, hence not listening very well to the answers to her questions. The friend continued to try to speak with her. I said her behavior is rather unprofessional, and asked for her name. She then refused to give me her name saying there isn't a problem, tried to hang up without even telling me when to expect my delivery, then told me she will ONLY stay on the line to finish her job if I speak to her as she would like. She finally told me I can file a complaint with customer service, and as I asked her for the phone number to do so, she hung up. She was unapologetic, unprofessional, and only conditionally fulfilled her job. Just wow. Alisa's job is literally to represent the company to customers, as CUSTOMER service, and I'm not impressed. It reflects badly on her company and also the company's partner, souq.com. I've made a complaint, but who knows if it will actually be dealt with. Frankly, the representative was soo unprofessional, I don't even know if my package is going to arrive. After seeing how she dealt with our conversation, I have little faith in the service. If their staff is this untrained or unsupervised, who knows, she may send my package elsewhere!
Even with all the upgrades souq.com is making themselves, an unprofessional partner makes these efforts rather pointless. An online shopping service is arguably only as good as it's courier service. I'm not sure I'll buy anymore from Souq.com, as a result.
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