Simple request took too long to resolve
We’ve had a frustrating experience with City Hive support related to a product labeling issue that took far longer to resolve than it should have. Over the course of a week, multiple team members clearly communicated that certain items were being incorrectly labeled as “pre-arrival,” despite the fact that they were in stock and should not have been categorized that way. Unfortunately, despite repeated explanations, the issue persisted and required escalation beyond our account manager. This resulted in a full week of lost productivity and unnecessary back-and-forth. More concerning was the apparent disconnect in communication, as our request was straightforward but did not seem to be properly understood. We are hopeful this will be addressed at a higher level, but based on this experience, there is clear room for improvement in both responsiveness and internal communication within their support team.
By Susan P.