A recent bad experience you had with a product, service, or location

My Experience with Delayed Product Delivery

I recently ordered a PC antivirus software from a popular online vendor. I followed the process stipulated on the customer’s instruction link. I, therefore, fed my address and contact details to initiate the processing of my request. One hour later, I received an email that my product had been dispatched and would arrive in my location after 72 hours. After three days, I went to the collection center only to find that my order had not arrived. I told the receptionist to call me on my cell phone when the product arrived. A week later, there was no communication about the delivery. I then proceeded to the collection center but the delivery had not been made yet. I called the online shop to address my complaints. The company informed me that the delivery personnel assigned to my consignment called in sick, but the company was making alternative plans to have my orders delivered in the shortest time possible.

I asked whether I could speak to the Customer Relationship Manager whom I thought could understand the seriousness of my concern. I was then connected to Mr. Kay who apologized for the delay and reassured me that the product will reach my destination soon. I opted to talk to the Customer Relations Manager since he has the mandate to keep customers satisfied and enhance their loyalty (Javed & Cheema, 2017). Companies employ customer relations management to keep open communication with the clients not only for customer retention but also to maintain a good image of the organization (Juanamasta et al., 2019). True to his word, my software arrived the next day accompanied by a voucher which I could use to get a discount on my next purchase.