I echo all the other negative reviews – AVOID, AVOID, AVOID. This company is atrocious, Never have I experienced such a lack of customer service and lack of communication. I truly believe that if I hadn’t continued to “hound” them, I would never have heard from them again following their initial email acknowledging my order. Following is my experience:
13 December 2019 - Order placed.
20 December 2019 - Contacted Gooseberry re order status.
21 December 2019 - Gooseberry replied advising there had been a delay with my delivery, which should arrive within the next week.
6 January 2020 - Contacted Gooseberry for an update on delivery.
6 January 2020 - Gooseberry replied with identical message to 21 December. I replied requesting confirmation my order would arrive within the next week, to which I received a positive response.
14 January 2020 - Contacted Gooseberry to see if my order had been sent.
15 January 2020 - As 14 January.
15 January 2020 - Gooseberry replied advising my order was to be sent later this week, but advising I could cancel and request a refund. I replied saying I was happy to wait if my order was going to arrive.
22 January 2020 - Contacted Gooseberry asking if my order had been sent and, if not, if I could have a refund.
22 January 2020 - Gooseberry replied saying a refund would be issued, but could take 7-10 business days to appear in my account.
6 February 2020 - Contacted Gooseberry asking if my refund had been processed as it hadn't appeared in my account.
7 February 2020 - As 6 February.
7 February 2020 - Gooseberry replied saying this would be looked into and a refund would be issued.
11 February 2020 - Contacted Gooseberry as the refund still hadn't appeared in my account.
12 February 2020 - As 11 February. I also emailed.
12 February 2020 - Gooseberry replied by email – identical message to that of 7 February.
19 February 2020 - Contacted Gooseberry (messenger and email), advising still no refund.
20 February 2020 - Gooseberry replied by email - identical message to that of 7 and 12 February.
21 February 2020 - Email received from Hermes advising my order was on its way. Messaged Gooseberry for confirmation.
27 February 2020 - Contacted Gooseberry as, after checking Hermes tracking at various times since receiving their email, there had been no update of delivery.
27 February 2020 - Gooseberry replied confirming my order had been dispatched and that they would contact Hermes, then update me.
5 March 2020 - Contacted Gooseberry as my order hadn't arrived and there was still no update on Hermes tracking.
6 March 2020 - Gooseberry replied saying they would have to wait to hear from the courier before being able to send a replacement or issue a refund, which could take up to twenty-eight days.
On 10 March, I sent a “final” email and Facebook message advising that if I didn’t receive my order, or a full refund, within seven days that I would be taking the matter further. That obviously did the trick as, although I received no reply (other than their standard out of office reply), I received my order …… thirteen weeks and three days after my order was placed.