E-Store: customer service slipping since February - News - Business

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This story was printed from ZDNet Australia.
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E-Store: customer service slipping since February

By Jeanne-Vida Douglas, ZDNet Australia
October 04, 2001
URL: http://www.zdnet.com.au/news/business/soa/E-Store-customer-service-slipping-since-February/0,139023166,120260926,00.htm

Despite slipping into administration, speculation regarding the possible sale of Australian etailer E-Store is mounting with industry analysts claiming a potential sale to Wishlist would be totally illogical.

Simultaneously, any potential sale of E-Store may have hit a serious snag with the company facing a customer-service backlash from numerous quarters, as well as some serious rifts with suppliers.

Adir Shiffman, Founding Director of Global Reviews, who assesses the performance and online experience of etailing sites told ZDNet Australia there has been a consistent decline in E-Store's service levels since about February this year.

-There has been a dramatic decline in the levels of customer service provided through the site," Shiffman said.

Various reports confirm the company has gradually been letting go of staff for some time, affecting its ability to service Web site enquiries.

-It was no longer possible to contact them by phone, and then it became impossible to get through to them by e-mail," Shiffman said. -On no occasion did we receive any response from them whatsoever."

Shiffman believes that these problems would make a sale of E-Store to online gift-shop Wishlist.com.au out of the question.

-I struggle to see any compelling reason why Wishlist would want to buy them," Shiffman said. -They would have to be looking for either the good-will, or pick up a line of electronics, but given their infrastructure it would be easier simply to add an electronics line to their current site."

However, a sale based on the E-Store's goodwill is also looking increasingly unlikely given their more recent customer service levels.

A source from within E-Store the company has told ZDNet Australia in recent times the company was being inundated with service and delivery complaints.

-The most common complaint was that people had had their credit cards debited before they received the goods," the source said.

Disclaimer: ZDNet Australia has a content relationship with E-Store.