AlexandAlexa aims to bring world class kids' brands to our customers in an exciting and convenient shopping environment.
Recently, we've faced challenges caused by high demand and poorly-performing systems which have put our normal fast, friendly and efficient customer experience under tremendous strain.
This "Perfect Storm" led to dozens of orders placed in June becoming "locked" in the system, and forced us to take strenuous action to improve things.
A backlog of 100s of emails tested us to the limit – and beyond – and forced us to temporarily suspend telephone enquiries and even Live Chat to bring things under control.
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.
We're first to admit that we got some things wrong in recent weeks, and we are really trying to learn from our mistakes, 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. We're also pleased to say that our popular Live Chat feature is back Mon-Fri between 08:00 to 20:00 & Sat/Sun between 09:00 to 17:00 (all times UK, GMT+1).
The honest truth is that because of the size of that June backlog – including multiple emails from understandably frustrated customers following up previous communications – it has taken us a little longer to get you an answer to your question but we're now back to a turnaround time of 24 hours or less!
And 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