“I used to be a strong supporter of Olpro as a UK company trying to supply good products at good prices. Sadly it seems like other customers have found out the company has gone seriously downhill.
Having placed a order for two items only one was received, despite the online system saying the whole order was dispatched. (1 item was listed as a pre-order with a date of 1st July, which was 3 weeks ago at time of writing)
No worries, I'll call - you can't they have removed the telephone contact.
I'll email, but that is a 3 day response time.
I'll chat in my lunchtime as they are only open M-F 9-5.
45 minutes later after saying an operator will be with you someone finally responds and states the missing item is due to arrive end of July and will be dispatched then. No apology for either the 45 minute wait or the delay in shipment, or the wrong information in the online account or explanation of why this has happened. Even when pressed it takes a further 15 minutes for a response so I give up.
I understand Brexit and COVID have impacted the logistics of all manner of businesses even 18 months on, but poor customer service cannot be blamed on either and good customer service is critical for any company's survival and growth.
My advice for Daniel Walton, as the MD, is:
- improve your customer support times, and quality of engagement
- fix your online order management systems (give the correct information and prevent an unnecessary CS engagement)
- update your website so it does not show incorrect information
- if things change tell your customers first before they wonder why you have taken their money and not supplied the goods paid for”
