Employee giving Contempo Clothing a bad name

Almost 13 months ago, I placed an online order 6 7 4 8 but the package was delivered to the incorrect address even though I had logged in online to my customer portal to update the address. I had to inconvenience myself and drive to the old address to collect the package. I had spoken to L l a n a V a l l a b h in customer service telephonically to explain that I updated the address but the package was sent to the old billing address instead of the shipping address. Furthermore, after the telephonic conversation, I also sent an email to the same effect requesting the billing address be corrected. To date, I have not received telephonic nor written confirmation that my request was actioned effectively my email was ignored. She could not answer me why I had not received a reply to my email and said she probably actioned my request. So how would customers know you've done what's requested if you do not confirm in writing? I hadn't ordered online since, that is until this past weekend.

Lo and behold, I received a call from the courier this morning to deliver the package 1 1 8 3 6 but it was yet again sent to the incorrect address, same as before, to the billing address and not the shipping address. When I placed the order, I had a feeling that my request from 2 3 F e b 2 0 2 4 was ignored but I decided to give Alice Wear the benefit of the doubt and hoped I was wrong only to be proven right!

Late this afternoon, I sent a very frustrated email requesting that someone more senior than L l a n a email me but even that was ignored because she proceeded to call me and when I answered, I said I do not want to speak to her (as I was fuming), she went on talking instead of respecting my boundaries. She was very rude and I told her that I do not appreciate the way she was speaking to me. She took her frustration and anger out on me as she insisted that someone else was appointed in the dispatch department who made the error. She also said she cannot remember what her husband's daughter's aunt or something like that said in reference to her not being able to remember so long ago and I was honestly flabbergasted because as a customer and also someone who has over 10 years of customer service experience myself, she should've known better not to make the internal company issues the customer's problem. I understand that she would not remember what happened almost 13 months ago, but that's the very reason I forwarded the email I'd previously sent together with relevant screenshots and instead of getting angry, all she had to do was read to understand what transpired then. When it comes to dealing with any person on earth, customer or not, Comprehension is key. Listen to understand instead of to respond! She expressed how upset she was at my email that she was not to blame but the new staff member in that position was at fault avoiding responsibility for the very same thing happening over a year back or even that she never rep**** to my email. She also proceeded to offer a very insincere apology and said it is company policy not to ship packages to billing addresses, logically so!

Such a pity, I quite like Contempo/Alive Wear's apparel as I've ordered for family, friends and myself. But such p u t r i d service and unprofessionalism tarnishes the business' image. I'd much rather shop elsewhere where such is not a regular occurrence and customer service actually means something.