Topshop AU Online Store in Disarray

Topshop only opened its online store in March this year and has already received a barrage of complaints from customers who are displeased with its e-commerce operations.

Following Topshop and Topman Australia’s launch of its e-commerce platforms only a couple months ago, the fast fashion retailer’s Facebook Page is peppered with complaints from unhappy customers in the last month, who have placed orders online, but still haven’t received their goods. Many customers expressed a lack of communication from unreplied emails and phone calls querying their missing orders.

On 2nd May one customer, Shana Allegretta wrote: “It’s been over a week since this post and over 2 weeks since I placed my order. Notification of delay should have been communicated PRIOR to accepting orders and taking money. Closing your communication lines is an absolute disgrace. I expect a prompt response to my email and full refund.”

topshop online store e-commerec failure topshop online store e-commerce failure facebook page customer compalints

On 6th May Elly Tickle wrote on Topshop Australia’s Facebook Page: “I made a purchase off your Topshop Australia site on the 7 May 2017. The money was taken from my account on the 8 May and since then I have had no confirmation from Topshop regarding my delivery. I have sent four emails to your customer service email [email protected] to which I have had two very unhelpful responses which have stated they have no update as they can’t communicate with the warehouse team, and offering me a refund. Your phone number stated on the website, 1300 867 747, rings directly to an automated message stating that the customer service team are experiencing higher than anticipated calls & cannot take calls and reverts back to your Topshop Australia web page. It clearly states on the website that delivery is within 3-5 business days, it has now been 9 business days & I haven’t even received confirmation of my order. The money was taken from my account within 24 hours of my order being placed and I have not heard from Topshop since this. I have been instore & they cannot help. How is it possible that you have no update or no correspondence with your warehouse team to update customers on their products. This is utterly ridiculous and I am getting increasingly frustrated by your lack of customer service this is just unacceptable. I would like an update on my order no: xxxxx ASAP. I am clearly not the only person having these problems as I have seen on social media, and this is disgraceful from such a large organisation as yourself. I expect a timely response to this.”

A couple weeks ago Topshop’s social media staff posted a note advising: “Due to an influx of customer service enquiries please allow for a delay in response.”

On Wednesday evening this week news broke that Topshop Australia’s franchisee, Austradia, went into voluntary administration. Ferrier Hodgson were appointed as voluntary administrators for Topshop by the brand’s owner.

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