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Christinewalsh
08-03-2012, 09:29 AM
....... my husband and I have experienced the worst customer service from Cookson Gold that we have ever received from any online store.

LittleGem
08-03-2012, 10:12 AM
....... my husband and I have experienced the worst customer service from Cookson Gold that we have ever received from any online store.

Hi Christine,

The contact centre manager is calling you as we speak.

Rob Taylor
09-03-2012, 08:19 AM
Hi Christine and David

As discussed with you we pride ourselves on trying to provide the best customer service and on this occasion we dropped the ball and let ourselves (and you) down. I apologise unreservedly. I've taken the remedial actions that I discussed with you.

Without going into all the details in public we obviously have to have stringent security in place given the nature of what we sell, but things went wrong and we didn't responded appropriately. Thank you for the feedback. We will be implementing Verified by Visa shortly and this problem will then go away. In the meantime we will look at our processes and tweak them wherever we can.

regards
Rob