Many companies offer a multitude of contact methods from contact forms to chatbots to contact numbers. Which one do you find most effective to be heard?
We’ve all had an experience when shopping that we wish we never had.
Whether it’s complaining about the quality of a product or a misleading description, we’ve all complained about something. But when it comes to raising a complaint, what’s the best way to do it?
Many businesses offer up a variety of ways for customers to get in touch. Online forms, chatbots, social media messages, phone lines and through the post; contacting the company isn’t the issue. Getting heard can be.
Over the past year phone lines have been closed and disclaimers added to email responses as Covid interrupted the normal functioning of customer support. But as we emerge from the pandemic, you can argue that this excuse simply doesn’t cut it anymore.
Being heard or on hold?
With so many ways to communicate with a company, it can be tricky to know the best, or most suitable way to raise a complaint. By burying online forms and narrowing the choices down to a handful of options, some companies could even subtly convince you that complaining just isn’t worth the effort.
Phone lines are often the most direct way of contacting a company, but how long are you left on hold? Do chatbots just chat? Where do online forms even go? If you’ve got an issue you would like help to sort out, let us know.
We’d like to find out your tried and tested methods of complaining to an online retailer. It could be about anything, from getting a refund you’re owed, a delivery gone wrong or a service that wasn’t up to scratch.
Share your tips
We’re not sure there is a cast iron guarantee that one way of complaining is better than another, so we’d like to find out from you on the ways you use to raise a complaint. Get in touch using the details below and let us know how you complain.
Consumers we’ve helped out have featured in the Which? Mag or in one of our ‘Put to Rights’ features. If you have a problem you think would make for a good story, or you simply want to warn others about a particular issue, get in touch using the email address below.
If you’re trying to bring attention to your consumer issue, let us know in the comments below or email us at firstname.lastname@example.org and we can help sort it.