As soon as you open the GLS Educational Supplies Catalogue you are confronted with the words "We pride ourselves on the professional and personal service we offer our customers". Unfortunately, as soon as I wanted to complain about the late delivery of an item there was not an iota of customer service to be had.
In fact, I have been met with silence. Except from their finance department who are chasing me over an unpaid bill for an item that took them seven weeks to deliver. When I called up and spoke to a member of their sales team I was given a "case number" and told I would be contacted "soon". I wasn't. I have had to contact them repeatedly and have been continually fobbed off. In fact, in order to get my item delivered I had to contact the courier company that they use. That's when I found out that the original item had been lost in a depot. No one from GLS had bothered to chase the late delivery up.
It's a shame. Usually, I would recommend GLS. Their service to date has been prompt and efficient. The problem is that no one there is accountable for mistakes. It took me a while to coax the name of a sales manager out of the GLS front line staff. I wrote to the named manager last month and still haven't received a reply.
So when it comes to buying from GLS, I'm not saying that you shouldn't do it. Just keep your fingers crossed as you make your order. If things go wrong, no one above call-centre level will be available and no one will prepared to take any responsibility.
