Complaining to Mamedica by 'Karen' SKM

Yeah, I threw my toys out of the pram. I ended up calling this afternoon because I didn't want to wait until tomorrow - especially if it meant that I would be waiting another day for my stuff to be delivered, or as happened last time for it to be out of stock and have to start all over again.

If you want to see the complaint I sent through the website, I’ve tried to hide it behind this spoiler, but I’ve never done a spoiler on here before so it might not work!

I would like to raise my concerns and complain about the amount of time it has been taking to receive my product after I have made payment.

1. Your Crezco system does not recognise my bank so I always need to contact you once I have received an invoice to request a different payment method. I then have to wait to be re-invoiced which generally takes at least a day.

2. After paying through your alternative system, I receive confirmation that the transaction has gone through successfully and the money leaves my bank. However, for the second time, I have been waiting for my product to arrive, only to receive a communication that says you are still awaiting payment. My understanding is that when I pay using the alternative system, my ‘profile’ is not automatically updated so the payment does not show.

3. I then have to contact you to get you to find where the payment has gone and get it attached to my profile, at which point I have to wait up to five days for my product to arrive.

I shouldn’t have to be in touch with you two or three times in order to receive what I have ordered. The members of staff I have spoken to have been very helpful but that doesn’t mitigate the frustration I experience knowing that I have done everything that I am meant to do, but am at the mercy of your system that does not even do the basics like match payments to invoices. The fact that your staff have to manually find the payment and update my profile means that it is far too easy for things to be missed.

Today, the member of staff I spoke to initially thought that my payment had been rejected for some reason and returned to my bank. She then found it and saw that, once again, it had not been added to my profile, hence me receiving a second request for payment. This has gone far beyond ‘teething problems’ – having paid out what is a large sum of money (to me) yet still have to wait whilst the payment is tracked and allocated. The last time this happened to me, by the time things were sorted out none of the items I had requested were in stock and I had to go through and choose all over again. That’s not acceptable.

What can you do to reassure me that this will not continue to happen? That I won’t have to keep making numerous phone calls when the unnecessary reminder comes through in order for someone to have to manually match my payment to the invoice? Why is this still happening after nearly a year of me being with you?

I would like to express my gratitude to the staff I have spoken to (Nicola in particular was really helpful and went above and beyond to help me) and confirm that I am not complaining about your staff. I am complaining about your system and how it is not working.

I look forward to hearing from you.

So basically, once again my payment went through but wasn’t allocated to my profile so it looked like I hadn’t paid. This happens if you use the alternative payment method. But again, I ask, if you know this happens when the alternative payment method is used, why aren’t you looking out for it and making sure payments don’t go astray? Why does it take several phone calls to get it rectified when the same damn thing happens every month?

I wasn’t rude to the woman I spoke to and made sure to let her know that my complaint wasn’t about her or her level of customer service – it was kinda bigger than that, and she seemed to understand.

Anyway, allegedly it’s being posted tomorrow and should be with us by 1 pm on Wednesday, I ordered Big Narstie Purple Flower or something like that? Who the heck can remember at this stage – let’s just hope it helps me handle all of this COVID stuff!