Web Trader scheme Customer service online leaves a lot to be desired, or that's the message we keep getting from various surveys. Dial Internet tested a variety of UK sites last year to see how they reacted to a few simple E-mail queries. Others, such as BOL and HMV, sent automated replies. However, some companies, such as Debenhams and WHSmith, answered promptly and properly. This survey suggests that you won't necessarily get a rough deal from ordering over the Web, but you will get a varied one.
Every customer has a different tale to tell of shoddy treatment or incredible efficiency.
It seems that most of the complaints were about its music division, which is mainly outsourced. Both Argos and Fortnum and Mason have been caught out by the popularity of their Web sites and had to remove online ordering over Christmas. AmiVin is an online wine merchant with a customer services team that consists of around three or four wine experts who also deal with everyday queries. The company has had to deal with a 400 per cent increase in business over the Christmas period according to managing director Mark Bedini. This has led to a failure rate of around five per cent.