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Kresta has achieved the notoriety of an association with Nine Network’s A Current Affair due to delivery delays as a result of a systems update.
A recent post on the A Current Affair website confirmed “dozens of angry customers” had emailed the program to complain that window furnishings company had “taken their money without delivering the goods.”
A statement from Kresta, published on the site in response, indicated the issue could be traced back to a change to the company’s enterprise resource planning (ERP) system.
“As customers’ orders are customised and made to order, it has been our policy to take a deposit from a customer as confirmation for us to go into production. A prospective customer will have the opportunity to consider prior to having the order confirmed and should they accept the quote, pay the deposit.”
“There are a few reasons why we have failed to deliver [in a timely fashion] and to mention a few, will state that our NSW Warehouse facility underwent a major reorganisation, hence staff from our NSW stores were not able to get timely information on the status of their customers’ orders. Our new ERP has not had a smooth transition from the old system so that resulted with staff having to look up orders manually. What we could have done was inform affected customers [in a timely fashion] so that they were aware about such delays.”
The statement continued that Kresta was committed to improving its customer service experience and was restructuring accordingly. The company had employed new customer service staff, with plans to train more staff to ensure customer concerns were responded to efficiently. The recent appointments of a new Regional Manager and Customer Service Manager were intended to further address customer service challenges, the statement said.
