I understand that many people may not order from Harrod's, but I have as I like to send gifts from time to time to friends and family. I've been loyal to Harrod's for many years. This Christmas season Harrod's has really baffled me. They have their email campaigns down to a science, but their website never works correctly.
If the flash portion works properly, the html text links do not and vice versa. Using their website tends to be more of a headache each year. Trying to order a Christmas Hamper for delivery in the UK is near impossible in my experience. This is torture considering how delightful their baskets look. The coding is so poorly done on their websites that the scripting prompts do not work properly. I can't even place an order.
When I contacted Harrod's support regarding the matter, it took over a week for a canned email response. In that time whilst I was waiting, I sent another email to them to which I only received a response over the weekend. I was going to do the bulk of my shopping with them this season online as I am currently consulting in the USA and can't be in the UK to shop. I still love Harrod's and the quality that they offer. What I don't like is how such a quality firm can accept having such a horrible online shopping cart this day and age. Harrod's seriously needs an inventory POS system that communicates with their web and physical stores in real time. It is 2010, this can be done. Is this an advert for SAP solutions anyone?
In the day where anyone can make a website, I have just the simple expectation that Harrod's can afford and will procure such technology and implement it.
I more than anyone understand coding as a former web coder. Previously, I would also order from Harrod's only to find out too late that they were out of stock on items and could not ship them. This caused me to be scrambling at the last minute. The lack of an intelligent response from Harrod's is also alarming. I sincerely hope that fixing their web site and end user experience is on their corporate agenda for 2011.
Dear Teresa,
ReplyDeleteWe are sorry to read that you have experienced problems with placing orders online at Harrods.com
We are keen to assist you in resolving this matter, so please contact us by email at social@harrods.com and mark your email for the attention of Harrods Online
As soon as we have received your it, we will raise it with the relevant department as a matter or urgency.
Thank you for your feedback – we value all comments received and endeavour to provide all of our customers with the best service possible.
Regards,
Harrods
Thank you for finally getting back to me. Unfortunately, it was through my blog and not my email. I placed my order online elsewhere to be able to ensure my presents would reach their intended recipients in time for Christmas. I would like to bring to your attention that you also spelled my name incorrectly. My name is Theresa, not Teresa.
ReplyDeleteDear Theresa,
ReplyDeleteFirstly, please accept our apologies for the mis-spelling of your name. If you would like to email us with regards to the problems you experienced when ordering from the Harrods website, we would welcome your feedback.
Regards,
Harrods
I already emailed Harrod's twice and received a canned response a week after the fact per my blog post above. I feel the post has far passed and hope that Harrod's will just take the feedback that I already submitted to their website and my blog, fix it and move on to regain my custom.
ReplyDelete