No customer help with internal error causing package to not be delivered.
I received notification from DHL that my package had failed to be delivered because there was no address correctly listed.
When I contacted Lensbest for assistance, I was told to wait until after 1800 in order for DHL to confirm they hadn't delivered (despite being home and no receiving any contact, the Verfolgungs information stating no address found and also that that contact help was only open until 1700). When I questioned how I could I receive help from 1800 if they closed at 1700, I was told to try the next day.
I made my order in enough time to receive it before the weekend. My concern was not addressed, nor was the mixed messaging. It seemed as if my concern didn't register. When I questioned the logic and instead requested my order to be re-sent the same day, so I could potentially still receive it in time, I was ignored. I requested customer service, as the address not being listed was not an error on my half (it was clearly listed on the invoice), and therefore some proactive problem-solving was being sought after. Again, my request was ignored and I was told to try again after 1800. I then requested to speak with a supervisor, who eventually emailed me later that same day. I sent a response to the supervisor requesting an update and I never received any contact back.
You can order from here, but do not expect to receive any kind of help or support should anything go wrong with the order.
This company does not accept responsibility for errors occurring, nor do they proactively try to make amends when they do. It's extremely disappointing customer service, which frankly, makes a poor impression on the company as a whole.
Reply from Lensbest
Hello,
Thank you very much for taking the time to share your experience with us. I am truly sorry to hear about the difficulties you faced with your delivery and the concerns you had when reaching out for assistance. I completely understand how frustrating it must have been to feel as though your issue was not handled with the urgency and clarity you expected, especially when you were relying on your order to arrive in time. Please accept my sincere apologies for the disappointment this has caused.
Your feedback is very important to us, and rest assured it has been carefully noted and will be passed along to the relevant teams so that we can review what happened and prevent situations like this from occurring again. We never want any of our valued customers to feel unsupported, and I am very sorry if that was the impression left during your recent experience.
We are truly grateful for your feedback, as it gives us the opportunity to reflect and improve the service we provide. Please also remember that our Customer Service team is always available via live chat or by phone for real time assistance, which often allows us to resolve issues much more quickly.
Thank you once again for bringing this to our attention. You are a valued customer, and we truly hope you will give us another chance to restore your confidence in our service.
Best Wishes,
Lensbest