During my review, I had to contact customer service on two occasions, so I used both web chat and email services.
My initial issue was during the sign-up process, which was stuck on verifying my personal information, such as name and address. Having been stuck on the same screen for an hour, I stopped the process and contacted Webchat.
I received a quick response to my enquiry, the person in question was polite and friendly, however after checking to see if I had another Kindred Group account and suggesting I clear my cache and cookies, there seemed to be little want or need to try and help me further, as I was told that “there must be a technical issue” and to try tomorrow, which isn’t ideal.
I also emailed 32Red regarding their Android app, as according to their help information, when visiting the 32Red site on my mobile browser, a prompt should appear to allow a user to download the app to their phone as an APK file, however, this did not happen after many visits to the site.
I received a prompt response within 45 minutes, however, I was disappointed to receive a simple apology and to be asked to “continue using the web browser for my 32Red visits”, without being given any idea as to why this was an issue. Once again not an ideal outcome.
I cannot fault 32Red’s haste in responding to issues and inquiries, but both outcomes were frustrating and disappointing, without really addressing the issue at hand, which ultimately made me feel less valued as a potential customer.