Did I ever tell you that I use gloo.ng to do my online grocery shopping? I’ve been using them for a while. I think since 2013. And their service is excellent!

They even sent me free Smarties when they saw on Twitter that I was trying to give up smoking and couldn’t stop eating them. (That was ages ago and didn’t last long, just fyi.)

Usually when I order my stuff, I pay cash on delivery. But because I’ve been at school, I’ve started paying online. It really is so much easier.

Well, I was in school today and had a couple of free periods, so I decided to order a few things that we needed at home. While I was paying, I don’t know what happened, but I didn’t get a confirmation from them. I think there was a problem from the bank.

I emailed customer support and asked them if they’d received my payment. They replied promptly – they hadn’t. I checked my bank account – the amount had been debited.

WTF was going on?

I used the web chat on my banking platform to find out what was going on. It took a while, but they confirmed my account had been debited.

Meanwhile, I’d received an email from Gloo – they only had one pack of Pampers in stock.

Once the bank confirmed the debit, I emailed Gloo again – Had they received my payment? I received a reply soon after – they hadn’t.

So basically, my account had been debited – but where had the money gone? So I got back on to the bank web chat thingy and asked them to reverse that transaction. It took a little while again (mostly waiting for someone to be available to chat). Ok – done. Or it will be in forty-eight hours.

I emailed gloo again and asked them how to go about paying. I’d gone back to my online order and couldn’t see any payment option. And I wasn’t prepared to start putting all this stuff back in my basket and starting the process all over again.

While waiting for their reply, I got a phone call. The dispatch driver was outside my house – with my order – waiting for payment. Errr. I told him he could wait thirty minutes for me to come home or I could pay cash the next day. He said, ‘No problem. I’ll come back tomorrow.’

Customer service then called me and asked me to make the payment online – and since I couldn’t do it through their platform, they requested that I do it via bank transfer. They updated my invoice and sent me all the bank details, etc.

Although the whole thing has been a bit irritating – it’s not their fault. They have been wonderful and very helpful throughout all this.

Honestly – this is what customer service should be!