David Fiske A subtle blend of affiliate marketing and web development

I placed an order with 24 Studio (aka Studio Cards aka Express Gifts) back on 29th October 2007. I had received a leaflet with my TV magazine offering a free tin of Roses with my first order. There's an incentive and a half and as I liked a particular item, I thought I would place an order.

Here's what happened thereafter.
 
I received an email confirmation with the message "Please note: this email is an acknowledgement that we have received your order. It does not form an order confirmation or acceptance of order.". So I wait for an order confirmation email. And wait. And wait some more.

I telephoned them several days later but out of 3 calls, 2 couldn't help because of technical problems and one cut me off saying no-one could answer my call. Customer service ranks 0 out of 10 so far.

I try to log into Studio only to be told that without an account number and password I cannot login. But these aren't in the order confirmation email. So now I can't log in and I don't know whether my order is actually an order.

I emailed and my reply from Fiaz Akram of "Studio Customer Care Dept." (emphasis on 'care') replied a week later saying "Unfortunately you did not state your account number with your enquiry and we were unable to trace your records" despite me sending the confirmation number I've received.

I telephoned again today and after trying 3 times and holding for half an hour, I searched Say No To 0870 for an alternative number. I tried it and got through instantly. Arghh! I got transferred to someone who "should be able to help". Apart from being rude, she said she had something else to do and can she ring me back in 10 minutes.

So far, the upshot is that if you (or your visitors as they have an affiliate program) order from Studio without having ordered before, you will find it extremely difficult to get any sense out of anyone.

Anyway, she never rang back and then it took another two phone calls to get any sense out of anyone. Basically, it takes around 2 weeks to set up an account and it then takes around 14 days to fulfil the order. The woman I spoke to (a manager) said there's nothing she can do to track the order, speed it up or even cancel it.

Essentially, it will take a month for your first order to arrive. Oh, and those chocolates appear to be a myth according to the manager despite the leaflet I have in front of me:



The upshot is I certainly won't be ordering from them again and I definitely won't promote their affiliate program. Oh, and I may get my goods before Christmas. Then again, I may not.