What is customer service supposed to be? It's there to support customers throughout every stage of the buying journey, before, during, and after a purchase. Its purpose is simple: remove obstacles by answering questions, providing accurate information, resolving problems, and keeping customers informed every step of the way.
But what happens when customer service does the exact opposite?
In this video, I'll share my experience with Wave Global after placing an order for a kayak with a stated shipping time of 3–5 working days that was never dispatched within that timeframe, and still has not been dispatched 19 days later. Instead of clear answers, I received vague and unhelpful email replies, conflicting information, and no meaningful updates about my order.
I'll take you through the email correspondence, the responses from Wave Global's AI web chat, and the timeline of what actually happened. I'll also share some messages from other customers who contacted me because they found themselves in the same situation, but I will withhold their names at their request.
By the end of the video, you can decide for yourself whether Wave Global's customer service fulfilled its most basic responsibility: providing customers with clear, honest, and timely information.
If you're considering buying from Wave Global, or you're simply interested in what good customer service should look like, you'll want to watch this video.
I will be recording this video this weekend for upload to my channel early next week.
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