AlexandAlexa aims to bring world class kids' brands to our customers in an exciting and convenient shopping environment.
Like every organisation made up of real people we occassionally make mistakes but we really try to learn from them to give you the Customer a better servoce and shopping experience. Which is why your comments and advice only make that process easier.
Therefore, tell us off if we need it and give us praise and encouragement too when we get it right!
And give us the chance to respond to you directly. If you have something to say about the service you've recieved at AlexandAlexa please email us via firstname.lastname@example.org, or give us a call or speak to us via Live Chat Mon-Fri between 08:00 to 20:00 & Sat/Sun between 09:00 to 17:00 (all times UK, GMT+1).
A few months ago, we faced challenges caused by high demand and poorly-performing systems which put our normal fast, friendly and efficient customer experience under tremendous strain.
This "Perfect Storm" led to many orders becoming "locked" in the system, so we took strenuous action to improve things, including temporarily suspending our phone lines and Live Chat services so that we could concentrate our efforts.
This wasn't us ducking the brickbats, or hiding from angry customers. We actively seek feedback – good or bad – via our social media accounts including Twitter and Facebook, as well as online review sites such as TrustPilot.
And we NEVER censor genuine customer comments! Even the bad ones.
When you do get in touch – however you choose to do it – it REALLY helps if you include your 9-digit order number (beginning 100, 200, 300, 400, 700 or 800) or 5-number order code beginning with "N".
If you've asked us for a refund we will process it within 14 days of receiving your returned parcel and send an email confirmation when this has been completed
You can get the latest news on our current response times at our contact us page here.
In the near future we plan to maintain a comprehensive and honest summary of recent customer coments from email, social media on online review sites on this page. Watch this space!
Thank you for visiting us at AlexandAlexa today, and we hope you'll come back soon.
Head of Customer Experience