ConsumerTalk with Wendy Knowler

Waltons responds to 'logistical glitch' with back-to-school stationery sets

Stationery supplier Bidvest Waltons has responded to service complaints from Cape Town parents who did not get their back-to-school orders on time.

Some parents complained about failed deliveries, lack of communication and poor customer service.

Tessa Dowling, Cynthia Makwenyaa and Andrew Williams were among those affected by the delays.

They all described to consumer journalist Wendy Knowler how the stationery supplier had no boxes prepared despite their preorders.

When they arrived to collect the stationery sets, boxes were not labelled and many parents had to wait hours or return later for assistance.

Waltons says it will refund orders that were paid for but not received by customers.

Knowler says parents should use their collective power to push schools to review their agreements with stationery suppliers that don't deliver.

If a school recommends a system that doesn't deliver and fails to communicate, it's up to the parents [to ask the schools] about what pressure they are putting on the service provider to up their game.

Wendy Knowler, consumer journalist

Below is the statement Wendy Knowler received from Waltons:

"We accept and sincerely regret the frustrations suffered by this customer but unfortunately, we do sometimes have glitches in a logistics operation of this nature and magnitude of the back to school one. While the issue is now resolved, we have also contacted our customer to apologise for the poor experience.

We assure you that we are committed to resolving all issues brought to our attention. To this end we have a dedicated mail address for customers to communicate with us which enables us to personally deal with queries:

bts2019@cape.waltons.co.za

In addition to our normal planning for this important part of our business which starts after the end of the current season, we review any issues which arose during the last season and also share experiences with other regions in order to continuously improve our service levels. Should any boxes or items not have been received but been paid for, we would obviously refund these amounts.

We are very proud of our involvement over so many decades in the back to school market and would thus like to express our thanks to all our customers for their continued support. We try to learn and so get better every year.

Thank you too for bringing this matter to our attention as any service let down is not acceptable to us."

Listen to the entire ConsumerTalk discussion on The Pippa Hudson Show:

Every Wednesday, on The Pippa Hudson Show, Wendy Knowler provides useful insights and tips on how to make the most of your buying power.

For more stories visit the ConsumerTalk feature page.

Got a consumer case you need help resolving?

Email: consumer@knowler.co.za, put Cape Talk in the subject line, followed by the issue e.g. cellphone contract dispute.


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