Absolutely shambolic service! Kollect is a great idea in theory but in practice, poor communication and a lack of empathy from the customer service team, make Kollect a very frustrating company to deal with. I’m leaving this review now as this is not the first time this situation has occurred and if Kollect want to preach (quoted from their website) to deliver “wow through customer service” and to “strive to be straight up and always do right by their customers” then they need to use this example to GET THEIR HOUSE IN ORDER! Here’s what happened:
- Recycling bin booked on 26th June, confirmation received for collection on 3rd July
- Before 3rd July, received generic text saying collection day would be changing to Fridays. No re-confirmation of bin booking sent
- 3rd July BIN NOT COLLECTED
- Contacted customer service team who said the bin would be collected on 12th July
- We contacted customer service on the online chat on 11th July to REMIND THEM TO COLLECT OUR BIN!
- 12th July BIN NOT COLLECTED – third party collector had reported the bin not there – IT WAS!
- 13th July we contacted Kollect customer services, spoke to Megan, were promised a call back, eventually received on 15th July
- Promised the bin would be collected on 16th July and Megan would call to check it had been. NO BIN COLLECTED AND NO CALL RECEIVED. Third party collector had reported the bin not there again – IT WAS!
- Contacted customer service team again, spoke to Tara on online chat, promised Megan would call first thing in the morning. We contacted customer services on the online chat TWICE on the 17th July before Megan eventually called to say the bin would be collected on Friday 19th July – now waiting to see if the bin will be collected, not feeling hopeful!
Kollect, either your customer service team are lying to customers about collection days or your third party collectors are lying about bins not being out – WORK IT OUT AND FIX THE PROBLEM!