Craig M Atk

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Verified Reviewer
| map-marker Northampton, Northamptonshire

I have tried to resolve an urgent issue in the UK cannot contact or get a response to emails. - Please see below

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I have contacted customer services - last night and have been waiting for a call from your "specialist Team" all day to deal with the issues that have affected our business by switching off our our existing site, and installing an uncompleted, untested , unapproved site without our consent or authorisation. No contact or phone call has occurred.

Our own staff at Sopar So Good in Brighton have been dealing with the complaints and issues last night and all day caused by the badly thought out delivery of the website by Otter The level of communication by Otter has been abysmal to say the least.

I requested over a week ago to have a ZOOM meeting with the designers and to discuss the completion date, so we can ensure that all was in place and fully operational for transfer to the new Otter site.

I now question the experience of the website and IT team responsible in the delivery of our website and ask how an error of this magnitude can happen??

I also can not understand why on a Friday evening we would receive a email to say you website team would upload the site to go live at 4.35pm on a Friday evening ?? when our store is open for business at its busiest time?? again this was done without discussion or ay consideration of the effects that an unfinished customer facing website would have on our business.

We have lost all website generated revenue on Friday the 15th see below report from the card system STRIPE - out normal revenue generated on a Friday is approx £1800.00 , Tonight's and Tomorrows revenue will become apparent over the weekend.

Our Customer Reputation has been destroyed , complaints of lack of delivery are multiple. We are hopeful that the message we have put up on the site helps in some way over this weekend.

How Otter deal with the damage to Sopar So Good Reputation to its customers is something i am not sure can be done easily.

I want to be able to speak first thing Monday morning to a senior member of your management team at Otter, to find out exactly what went wrong , why this badly thought out decision was made with an untested website??.

Why the level of communication requested over weeks never occurred ??, what the website team never bothered to check the whole website from ordering to payments and the system was working at shop level for those orders to be processed prior to the website being uploaded and becoming live.

Cutting off our existing site without a planned date and all the checks completed is hard to believe that a company would do that to us as a customer.

The last ending from an email at 4.35pm stated that it was being uploaded ?? and any issues would be looked at Monday ?? I cannot reiterate enough in this email how badly thought out Otter's Website teams decision was??,Otter's whole team then became completely unavailable for the whole weekend!!

A list of all the outstanding items not checked is being drawn up , we will get the list to you over the weekend, as you can see below from yesterdays trading customers payments did not go through !! We lost all the normal website revenue and the damage to Sopar So Good reputation which is built up over 3 years destroyed.

Please call me on Monday


Craig Maitland FPA -

Main Contact: Mobile : 07949 53****

Office DD: 0800 193 ****


----- Original Message -----

Subject:Re: Fwd: Content Approval Required

Date:15-09-2023 8:33 pm

From:Craig Maitland FPA

To:Solène Rulquin

Copy:Sylvia C-Wanich , Michael Pemberton




your team have caused us extensive problems tonight.

who gave the go ahead for the site to go live !!!

or launched and you are going to leave it until Monday ??? you have cut off our existing site which is working until you have without authorization just gone ahead and put a untested site online !!!

our customers are extremely upset -

I cannot get through to anyone, you have taken down our own site, without any communication whatsoever , without ensuring that we were set up to do the transfer and more importantly you have all disappeared on our busiest night of the week.

I asked if you had all the details required ready for launch - i did not tell you to launch on line until we tested.

at 4.55 Louis was still seeking approval for our site.

we are getting complaint's from customers as we are not getting notified of the orders they are placing - we are not getting notified of payments being made by our customers >> this is a absolute catastrophe - no communication whatsoever .

This has cost our firm in business and reputation tonight I need a call from a member of your team immediately tonight to resolve.

As of 12.33pm On Monday still no response from Otter or any of its workforce !!! since Friday 15/09/2023

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User's recommendation: Deal with Otter if you wish ?? but with the upmost caution , customer service is not the companies Strong point.

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