The Eagle Blog

Third Blog Entry Today … Just How Bad is Virgin Wines Online Service?

I blogged about my issues with Virgin Wines on the afternoon of Saturday December 23rd. I had just received an email from these guys to say my order (placed 10 days previously) could not be delivered in time for Xmas. I was not happy … what am I supposed to do for family members across the Atlantic at that point?

Well … it just keeps getting worse!

– The Virgin website says, “We aim to deliver in 2 working days … ”.
– The Virgin website says, “We deliver over 99% of our orders within 7 days.”
– My delivery STILL has not arrived … 3 WEEKS later!
– Their answer is a 10 pound credit … give it to someone who cares!
– They miss my family’s Xmas, they don’t even get there for New Year … I wonder if they will make it in time for Valentine’s Day?
– They say, “ … we have done all possible at our end but it is in the hands of our couriers now”. Gotta like that “award winning” customer service … it is the courier’s fault!
– Twice they have told me they will call to discuss the issues … no calls yet. Maybe they can’t afford a long distance call? Maybe they don’t know how to make one? Maybe it is their courier’s fault!

Wake up Virgin … the courier is YOU as far as I am concerned. You have my money, you made the commitments, you have not delivered … so to answer the question at the start of my rant I think Virgin Wines is REALLY bad!

NOTE: The Virgin BRAND is typically a positive association … now it is a very tarnished brand as far as I am concerned. Pity … because I always viewed Richard Branson as a bit of a hero.


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2 thoughts on “Third Blog Entry Today … Just How Bad is Virgin Wines Online Service?

  1. Postscript to this posting:

    I received an email this morning and Virgin is giving me my money back and still delivering the wine.

    Every company will have issues, but the test is in how the company responds in those times. Virgin did not do so well.

    1. The money was never the issue. I will give it to a charity.
    2. It should not have taken 3 weeks to get to this point.
    3. More personal involvement and a demonstration of genuine concern would have been the right answer. This was an emotional issue, an embarrassment to me, not a money issue.
    4. Blaming their courier was a big mistake … the issue was their’s and they never truly “owned” it!

    Better something late … than nothing at all, but online shopping experiences need to be better than this!

  2. Postscript to this posting:

    I received an email this morning and Virgin is giving me my money back and still delivering the wine.

    Every company will have issues, but the test is in how the company responds in those times. Virgin did not do so well.

    1. The money was never the issue. I will give it to a charity.
    2. It should not have taken 3 weeks to get to this point.
    3. More personal involvement and a demonstration of genuine concern would have been the right answer. This was an emotional issue, an embarrassment to me, not a money issue.
    4. Blaming their courier was a big mistake … the issue was their’s and they never truly “owned” it!

    Better something late … than nothing at all, but online shopping experiences need to be better than this!

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