HORRIBLE IN EVERY WAY
I sent six messages re: MAJOR failures to Wedivite over the course of a week, and the only response I’ve received was today, asking me if I had tried logging in from another browser. No apologies, no evidence they’ve tried to fix the many, many problems I’ve had, nor anything to address the fact that I had sent six previous messages that were obviously urgent and upset, and they are just responding now. Here is my response:
I’ve tried everything! There are SO many issues. It’s YOUR problem to fix, not a simple thing that can be done on my end by switching browsers, and I resent the fact that you’re trying to put your failures on the customers. Yes, I’ve tried different browsers. Yes, I’ve tried logging in from phone browsers and a computer. I would be laughing if I weren’t so pissed off.
A review of YOUR failures:
1. I purchased upgrades that I STILL have not received.
2. The RSVPs are screwed up so that it appears the same person has RSVP’d multiple times. I don’t know if this means the guest list count is off, or if some guests have RSVP’d but their names are not showing up as their own.
3. The iPhone mobile app does not work at all. Every time I try to log in I get an error message about you not being able to connect to the mothership and asking if I’m connected to the internet (again putting your technical failure on the customer). I am certainly connected to the internet, I’ve tried logging in from different locations, I’ve deleted and re-downloaded the app, and there is no option once I get that error message to try anything else.
4. Multiple guests have informed me they can RSVP but can’t see any information, including the rather essential date and time of the event and our registries.
5. A guest informed me last night that she didn’t even receive her invitation, and I don’t know yet if this is true for others.
6. It’s now Wednesday, August 19th, and I have been sending pretty desperate messages for a week, and this is the first response from a human I’ve received. If you’re going to have shoddy technology, at the very least you should have excellent customer service, and that means actually responding when people are obviously upset and your website and app are failing in almost every way. Your message says essentially nothing. No real apology, no evidence you’ve taken any real steps to address any of the issues, no proffered solutions whatsoever, no evidence you care about your customers and their experiences with your products and services at all.
Unfortunately it’s too late at this point to use a different service/product or BELIEVE ME I would have done so. Your customers are planning one of the most stressful life experiences and all you’ve done is add to that stress in every way possible, first by having all these issues, but even more importantly by having one of the worst customer services I’ve ever experienced. I dread whatever issue I learn about next from my guests or discover myself, not only because I know it’s coming and that sucks, but also because I know I’ll likely continue to struggle to receive any communication or assistance from you.
Here is what needs to happen:
1. I need a detailed response about what you’ve done so far to “investigate the issue” and what you plan to do next to at least try to resolve EVERY issue.
2. I need an explanation why this is the first response I have received and what your plan is to amend your relationship with me as your customer.
3. I need the upgrades I paid for and was assured by the woman I spoke to Friday that I would be receiving ASAP despite the fact that she was issuing a refund (the only decent thing your company has done for me so far).
4. I need details for how you plan to make up all of your failures to not only me, but to my nearly 100 guests who have also experienced frustrations with your failures.
It is RIDICULOUS that I should have to explain how to provide proper customer service. But I’ll just add that to the mounting list of your failures. It’s shocking to me that Wedivite exists at all considering how poor my experience has been from start to finish, and even more shocking that I found it recommended in a reputable publication. I know I can’t be the only customer to have such a lousy experience, and my biggest regret is that I did not research Wedivite more thoroughly before trusting you with one of the most important days of my life.
