Unacceptable robot customer service
Ordered a bundle which contained two items, and only one has shown up. Tracking details for the shipment (which I specifically arranged for one day I could be at home) mark as delivered so I can't get help from the courier.
I would expect at this point to be able to contact Anker to find out when the other half of the item will arrive, particularly as they are what I thought was a reputable company. However, calling their phone number first puts you through to a "digital assistant" (which somehow still has keyboard typing in the background??) which will ask you to speak your order number (instead of typing on the keypad?) and then mishear it further wasting your time. It will then just tell you to wait longer and hope the parcel arrives in a few days, and if it's been a long time already then you will hear an automated message saying they're "so busy" on the phone lines and will all you back "in a few hours". Such shockingly bad customer service is horrible to see from a company that is supposed to be offering a premium product.
Reply from Anker SOLIX UK
Hi,
We’re very sorry to hear about your experience, and we sincerely apologize both for the missing part of your order and for the poor support experience you had while trying to get help.
We completely understand how frustrating this must have been — especially since you arranged to be home for the delivery, the tracking shows the shipment as delivered, and you were still left without the full bundle. We also sincerely apologize that you were not able to get timely assistance and that calling our support line was not a smooth or helpful experience.
In many cases, when multiple products are ordered together, they may be shipped in separate packages. However, we understand that this does not excuse the confusion and inconvenience you experienced, especially when no clear information was available to you.
At the moment, based on the information available through this platform, we have not yet been able to identify your full order details. We have already attempted to request your information through the platform so that we can provide proper after-sales support.
In the meantime, we kindly ask you to contact our official support team at support@ankersolix.com and provide your order details. This will help us review the shipment status more accurately and assist you as quickly as possible.
Thank you for bringing this to our attention. We truly value your feedback, and we sincerely hope to have the opportunity to support you further and improve this experience for you.
Best regards,
Anker SOLIX Customer Support