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Earlier I complied the previous message on this BB.
Since the quite a few more TP, unfortunately mostly bad reviews, such as :-
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Nice mattresses but terrible customer…
Nice mattresses but terrible customer service....We finally got our bed. The box looked like it had been opened and then resealed. Missing slat. I've been trying to contact customer services at EveSleep for the past 6 weeks to try to get this missing part. No replies to emails sent to them. Terrible chat bot which has now gone from their website. Mattress itself is good. So yes good if they've managed to complete your order successfully but god forbid if you've got a problem with it.....My advice: yes buy from them but make sure you use a credit card for section 75 protection just in case.
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Evidently customers have little idea of the EVE method of customer service prior to buying which then becomes a significant problem if an actual problem with the order arises! Maybe if EVE no longer use a traditional phone line customer service model for whatever reason they should highlight this clearly on the webpage and/or the order process prior to the actual order being accepted so customers are fully informed and knowledgeable on the EVE process before ordering?
EVE must still be extremely busy as it it taking some time for them to deal with customer queries/ complaints ( which I would have as a priority if I was in charge) so lots of sales - but sales and customer goodwill jeopardised by the current customer policy either not being highlighted in advance or s failure to understand some customers do seek traditional phone methods of communication - maybe this is old fashioned nowadays?
As previously stated the majority of TP reviews for EVE and very good to most excellent. The bad reviews could let the side down by putting other potential customers off - after emailing concerns to EVE I see action has been taken and mostly all the pervious few weeks where bad reviews are mentioned EVE yesterday got someone on there to respond to then.
This can only be a good thing that ensures any potential customers that in the unlikely event when things do go wrong customers are not left foundering too long! I still prefer a working phone number but EVE seems to prefer the bot chat and form delaying approach.
Anyway it’s great EVE have responded to TP complaints. Note, in the main after an apology they say they have been so very busy recently as a reason for the delay in dealing with complaints. They do go on to reassure the complainants that there particular complaint is being dealt with.
So with being so very busy even to deal speedily with complaints is surely a good indication for a good turnover for 2nd half of 2021!
Maybe we will get into profitability!