There were weeks of problems with getting redeemed Smartbox-gift boxes on the company’s website. And tried you as a customer to get in touch with the company, waited up to an hour-long telefonkø or multiple unanswered comments on the company Facebook account.
Caroline Hilskov is one of the many dissatisfied customers who have sought in vain to redeem a gift box on the Smartbox website.
I thought my gf and I would spoil ourselves a little with a weekend break. But now I don’t know, it’s going to be something, tells Caroline Hilskov to Ekstra Bladet.
the Battle to get redeemed the voucher started on Sunday.
– I’m going to activate my gift box, but it can’t be done. Therefore, I try to press around on the Smartbox website to find some contact information on the company, so that I can call or write to their customer service, says Caroline Hilskov.
But Caroline Hilskov can’t find contact details anywhere. Therefore, log she in on Facebook and write a message to the company. Here you will find she also, finally, the company’s phone number.
Monday before work decides she in order to give Smartbox a call. But after 20 minutes in the telefonkø she gives up.
Caroline Hilskov goes once again into the Smartbox’ Facebook page. Here she appears in kommentarsporene to a few of their recent postings, that she is far from the only one with the problem.
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a number of danes have on Facebook expressed their dissatisfaction with the particular Smartbox’ customer service. Photo: Screen shot
– People could not activate their gift cards, could not find contact details anywhere and could not get through to customer service, tells Caroline Hilskov.
There are so many frustrated danes, as of the last few weeks have tried to get in contact with the Smartbox. Most without success.
Director of Smartbox Thomas Holm regrets the situation to Ekstra Bladet.
– What has happened is that we have implemented a new it system, and the system has given us some problems, most of which have now been resolved, and significantly more enquiries than we have been accustomed to, he says.
– We live to give people good experiences, so it is not, of course, in order that our customer service has been so inadequate. We are bored of the situation.
Thomas Holm indicate that they are just now working to get more in staffing in their customer service, so everyone who has approached, will get the answers to their enquiry.
He also promises that if a customer’s gift box is expired, while the problem has been going on, the customer will get the extended time limit, if he or she caters.
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‘Maybe they just don’t care about the customers?”, writes a Facebook user about Smartbox’ lack of response to customer inquiries. Photo: Screen shot
Caroline Hilskov is far from satisfied with the progress.
– I do not think there is a case of bad service. There has not been any service, she says.
– If you have a business that you would like to keep alive, I do not understand why you ignore its customers on the way.
