Hi, I just wondered what is happening with orders at the moment. I recently placed 2 orders of sale items. Usually I would receive an e mail to confirm when they have been dispatched & if any items are unavailable but this has not happened with either order. I have now received my fist order - exactly 2 weeks to the day from when my order was placed! There are 2 items missing & I don't have any idea if these were missed by mistake, not available & refunded or to follow later. This service seems a bit dissappointing & I was wondering if it were a temporary glitch or representative of things to come?
Ordering & delivery(10 posts)
Yes I have been really disappointed with the order and delivery service recently it would appear since you changed your computers? I no longer receive emails to advise me of dispatch and I can't track anything online as the order says "created" and never gets updated. My last big order also took 2 weeks to be delivered and I had to phone your call centre and myhdnl daily to track status. I truly hope this will improve as it is enough to lose business over! I love LTS clothes but also the service and this has disappeared, again I hope temporarily.
I was pleasantly surprised today when I received my non UK order after 3 working days!!! It was sent via UPS which is so much better than Royal mail (10+ working days). That kind of service would definitely justify your pricey shipping cost.
Tried e mailing 4 days ago as suggested but no response yet. It's currently 11 days since the second order was placed & no sign yet
I too can see LTS are having teething problems with their new software. My order status never changes from 'created', and I receive no emails saying that goods are being despatched either. This is a particular problem when back orders are shipped - I have no idea what's being delivered or when, or if items have been cancelled due to out of stock.
Please, when will you be putting a special instruction box on the internet order page? I can't be the only person who wants their delivery in plain packaging. If it wasn't for one of your fantastic team members (Sarah!) intervening in the order process at the warehouse, I would not be ordering from LTS anymore - just too much hassle.
As a long established, regular and relatively high sprending customer, there is only so much inconvenience I'm prepared to put up with - take heed!!
Thank you for your feedback.
Jean, please accept our apologies for the delay in receiving a reply to your email, I have checked and note that an email was sent on 25/08/11 please check your junk box as well as you inbox we have responded to the rest of your queries thank you for your patience.
Tom, we are sorry we have had to turn off the order history option whilst the new system is been set up we hope to have this option reinstated as soon as we possible, please do not hesitate to contact Mail Order we will be happy to update you on the status of your order, we are working on fixing the glitches with the new system such as confirmation emails etc, we are aware of the special instructions are important and we hope to incorporate this function in the future in the meanwhile please place your order via our Mail Order department we will be able to inform the warehouse of any special instructions for you.
I couldn't find any trace of the e mail from the 25th but I did receive one today to say that the second order is due to arrive tomorrow - yay!
Also, one of my missing items from the first order is on back order - have e mailed back to enquire what is happening with the other missing item.
I love LTS but all this waiting and faffing about has put me off ordering any more for a little while - hope the problems are ironed out soon!
Thanks for your help,
I hear what you say, but why go live with a sub-standard system? Like Jean, it really is so much 'faffing' about.
The excellent support I get from Sarah C, plus the great quality and fit of LTS ranges means I will stay with you - but you do risk turning off faithful clients!
With all new systems there will be a few things that will need to be changed to suit your business needs, we are working hard to get things just right so we can continue to provide great customer service.
Tom, we are pleased you will continue to shop with LTS we value your feedback and hope we can reassure you that the system updates will be completed as soon as possible.
Thank you for your patience.
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