As a first-time online customer to your store, I genuinely feel there are a few areas where your processes and communication could be improved.
It may be because I shop online quite frequently and have become accustomed to more streamlined systems, but I found the communication around delivery and tracking to be quite outdated let's not mentioned the part where the driver delivered the order to the neighbour and I had to look for parcel. The returns process was also rather tedious. I was surprised that customers are expected to arrange and coordinate their own courier to return items to your warehouse.
This made the overall experience quite unpleasant, especially as I was more than willing to pay for the collection. Instead, I was initially given suggestions of courier companies to contact and expected to arrange the collection and delivery myself. Unfortunately, I don't have experience with arranging courier collections and drop-offs, so this was quite challenging.
I would, however, like to specifically thank Aneesa, who was kind enough to assist and arrange the collection for me. I really appreciate her willingness to help and make the process easier.
Outside of these areas, I absolutely love the quality of your products and your pricing, which is why I would definitely consider shopping with you again. I simply feel that improving the communication, tracking and returns process would make the overall customer experience so much better and bring it in line with what many online shoppers have come to expect.
