The Futile Endevour
I am stuck in what seems like a futile battle with ”a large mail order company” after recieving an incorrect item before Christmas. Here’s the time-line of events…
9th December 2009: R2-D2 4 Port USB hub ordered from ”a large mail order company” for a secret santa gift.
16th December 2009: Package arrives from “a large mail order company”, containing a “Male Hunks Strip Mug”.
a few minutes later… telephone call to “a large mail order company”, they’ve made a mistake, still time for it to arrive for Christmas. “Sorry sir, but it’s out of stock”… “are you FUCKING kidding me?!”
That’s it, i’ve lost it and the call centre chap is getting both barrels, it’s not his fault but he didnt have to laugh when I said I got a porno mug instead! It was in stock when I ordered it, it was in stock a few days ago! When asking to speak to a manager at the call centre I was fobbed off with some lame excuse “they’re all busy in a meeting” even though he was able to talk to one of them… funny that!
So basically I’ve lodged a complaint with them and asked them to pay the difference in price between the R2-D2 hub from them and the slightly more expensive version I ordered off eBay, a total compensation value of £3.98 and the cost of calling they’re 0845 call centre, priced at £0.22 making a grand total of £4.19. I sent an email (as I was asked to by the call centre) and then ten days later I got this response…
Thank you for your email.
I apologise that the correct order was not delivered to you on the first instance. Unfortunately as a large mail order business mistakes such as the one you have experienced can occur from time to time and as such we cannot offer compensation. Furthermore we cannot refund any telephone costs as this is an optional service and this issue and return could have been resolved via our help desk section. If you have not received returns instructions for this incorrect item please respond to this email to confirm as such and the needed details will be forwarded to you.
The excuse is basically “because we’re so big and successful we make mistakes!”
I sent a further email to customer care and again the same formulaic response was sent.
Thank you for your email.
I appreciate your views on this issue however as previously stated we can only accept the item back for a refund. Furthermore this issue could have been resolved via your own account by selecting the item you wished to return and did not require a telephone call to ourselves. Unfortunately this is the highest level of customer service available and cannot be escalated higher.
If they had just agreed to refunded me the £4.19 then all would be good, but because of the poor customer service and the fact that I have some “Dream Hunk” penis staring at me from the mug, I feel that more needs to be done, The office of Fair Trading is currently looking into the case and papers have been drawn up for a civil claim in a petty claims court… In the meantime, I want to spread the word that yes, ”a large mail order company” has some unbeatable offers but Lord help you if you get the wrong item…
UPDATE: 30th December 2009
Well I asked for an update on the situation because I hadn’t heard from the “customer service” representative since the last email and this is the response I got…
Thank you for your email.
Unfortunately all information on this issue has been given and as previously stated there is nothing further we can resolve.
Customer service are actually useless! No doubt about it. I hope “a large mail order company” likes receiving civil suit papers…
