LiFeTIDE Smart Energy
2.3|7 reviews
MB
Marius B
1 reviews | Active since Member
09 May 2024, 12:26
Disorganized, Unresponsive and Unhelpful
I haven't experienced such a disorganized, unresponsive and unhelpful company such as LiFeTIDE Smart Energy in a long time!
Firstly we chose them because of the good reviews they have on google. What a mistake...
We placed our order on Tue, 16 Apr 24 for nearly R70k worth of solar equipment and received an automated email our items are being prepared on Wed, 17 Apr 24 and then nothing! After week of calling and emailing we finally got hold of someone that could not find our order... after back and forth they found it and we received a ready to collect email on Thu, 25 Apr, 24. I am sure we opted for delivery on the online site but apparently not so we proceeded in asking them to deliver the orders, paid for two separate deliveries and gave them the two addresses to deliver too which was clearly not read! They went and delivered all the items to one address... now Werner sent us this:
"I have spoken to my director now. Unfortunately because the system has already been delivered, we cannot collect the system and deliver to the other address. The panels and other items have already been handled and therefore we cannot take responsibility for those items.
We will refund you the money you paid for delivery to Krugersdorp.
You can contact Kargo National or Heritage Transport to assist you with the transport of those items."
How can someone make the mistake, deliver the items to the wrong place, not respond and now basically say "it's your problem"!
Thanks LiFeTIDE, Werner and Co
Helpful (0)
Replies (53)0
Replies (53)LiFeTIDE Smart Energy's replyOfficial
09 May 2024, 15:10Good day, Marius Brits,
Thank you for taking the time to leave your feedback regarding your recent purchase from LiFeTIDE on HelloPeter.
This is the 3rd review of the same incident. As detailed in our Google Review Reply:
Good day, Marius Brits,Thank you for taking the time to leave feedback on your experience with us.
Upon investigating this case further we found that you placed the order incorrectly online with no delivery option selected. It is very clear on the checkout where to add delivery instructions.
You would not have been contacted for delivery since there was no waybill or delivery instruction on the order. The delay you mention is because the kit was prepped for collection as you never paid or specified delivery.
Our online sales are all automated to our dispatch or to our fulfilment partners depending on whether the customer selects delivery or collection.
You later called to arrange for delivery.
Your request was to have items of the order split, but never instructed us on which items should go to which addresses.
Our system does not allow for split delivery orders by default. This is a standard on most eCommerce websites. There is no platform or website we're aware of where you can change the delivery instructions after you have placed your order.
We have worked with the team today to outline a Standard Operating Procedure for split deliveries to avoid this situation in the future.
We take all feedback seriously as an opportunity to improve our customer service and double down on all the things we do well.
Power to you
LiFeTIDE Customer Support Team
Thank you for taking the time to leave your feedback regarding your recent purchase from LiFeTIDE on HelloPeter.
This is the 3rd review of the same incident. As detailed in our Google Review Reply:
Good day, Marius Brits,Thank you for taking the time to leave feedback on your experience with us.
Upon investigating this case further we found that you placed the order incorrectly online with no delivery option selected. It is very clear on the checkout where to add delivery instructions.
You would not have been contacted for delivery since there was no waybill or delivery instruction on the order. The delay you mention is because the kit was prepped for collection as you never paid or specified delivery.
Our online sales are all automated to our dispatch or to our fulfilment partners depending on whether the customer selects delivery or collection.
You later called to arrange for delivery.
Your request was to have items of the order split, but never instructed us on which items should go to which addresses.
Our system does not allow for split delivery orders by default. This is a standard on most eCommerce websites. There is no platform or website we're aware of where you can change the delivery instructions after you have placed your order.
We have worked with the team today to outline a Standard Operating Procedure for split deliveries to avoid this situation in the future.
We take all feedback seriously as an opportunity to improve our customer service and double down on all the things we do well.
Power to you
LiFeTIDE Customer Support Team
Best regards,
LiFeTIDE Smart Energy's reply09 May 2024, 15:10
Official
Good day, Marius Brits,
Thank you for taking the time to leave your feedback regarding your recent purchase from LiFeTIDE on HelloPeter.
This is the 3rd review of the same incident. As detailed in our Google Review Reply:
Good day, Marius Brits,Thank you for taking the time to leave feedback on your experience with us.
Upon investigating this case further we found that you placed the order incorrectly online with no delivery option selected. It is very clear on the checkout where to add delivery instructions.
You would not have been contacted for delivery since there was no waybill or delivery instruction on the order. The delay you mention is because the kit was prepped for collection as you never paid or specified delivery.
Our online sales are all automated to our dispatch or to our fulfilment partners depending on whether the customer selects delivery or collection.
You later called to arrange for delivery.
Your request was to have items of the order split, but never instructed us on which items should go to which addresses.
Our system does not allow for split delivery orders by default. This is a standard on most eCommerce websites. There is no platform or website we're aware of where you can change the delivery instructions after you have placed your order.
We have worked with the team today to outline a Standard Operating Procedure for split deliveries to avoid this situation in the future.
We take all feedback seriously as an opportunity to improve our customer service and double down on all the things we do well.
Power to you
LiFeTIDE Customer Support Team
Thank you for taking the time to leave your feedback regarding your recent purchase from LiFeTIDE on HelloPeter.
This is the 3rd review of the same incident. As detailed in our Google Review Reply:
Good day, Marius Brits,Thank you for taking the time to leave feedback on your experience with us.
Upon investigating this case further we found that you placed the order incorrectly online with no delivery option selected. It is very clear on the checkout where to add delivery instructions.
You would not have been contacted for delivery since there was no waybill or delivery instruction on the order. The delay you mention is because the kit was prepped for collection as you never paid or specified delivery.
Our online sales are all automated to our dispatch or to our fulfilment partners depending on whether the customer selects delivery or collection.
You later called to arrange for delivery.
Your request was to have items of the order split, but never instructed us on which items should go to which addresses.
Our system does not allow for split delivery orders by default. This is a standard on most eCommerce websites. There is no platform or website we're aware of where you can change the delivery instructions after you have placed your order.
We have worked with the team today to outline a Standard Operating Procedure for split deliveries to avoid this situation in the future.
We take all feedback seriously as an opportunity to improve our customer service and double down on all the things we do well.
Power to you
LiFeTIDE Customer Support Team
Best regards,