Problems with an online store

Gilly

Gilly

Gilly

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I purchased a few bits from an online store that came to around £45. I entered a discount code from the homepage of the website when I ordered, and proceeded to forget about it on the confirmation screen.

When I had the confirmation email through I noticed immediately that the 10% discount hadn't been taken off, so I replied to the confirmation mail asking why not. Here is the mail trail verbatim:

Dear Sir/Madam
Did you put the code in for the order?
Kind Regards

<shop name> Customer Service Team
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I did indeed, the code I entered was as below.

Thanks
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Once the order has been placed we cannot apply any discount.

Kind Regards

<shop name> Customer Service Team
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Please refer to my initial email. I put in the discount code and the discount has not been applied. Please resolve this issue.

Thanks
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Unfortunately we cannot apply any discount to an order that has already been processed.
Kind Regards

<shop name> Customer Service Team
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In that case please cancel my order.

(Gilly)
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The entire conversation above took around 20 mins, my 'cancel my order' mail was immediate.

An hour later I got a mail stating that my order had been dispatched. Another hour later I had a mail stating the below:

Dear Sir,
Unfortunately your order has already been dispatched today 05/06. Once received and you do not want the products you can return and be refunded.

There is a freepost address on the second page of the form so that the return will not cost you a penny to send back. However if the items are valuable we would advise that you return them on a Recorded Delivery service (not special delivery as it is very expensive) so that you are insured should the package be lost on its way back to us.

Please do not hesitate to contact us should you have any further questions

We apologize for any inconvenience caused.

...
Unfortunatly your order has been dispatched today 05/06.

Kind Regards

<shop name> Customer Service Team
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Somehow they've appeared to not be a customer service team. I'd like them to arrange a courier to come and pick the stuff up when it arrives. In addition I want my money back now, I told them before they shipped the parcel that I wanted that.

Am I ****ing in the wind?
 
Call them up, ask to speak to a supervisor, and get them to go down to the loading bay and find out if it has physically been put on a truck yet. Correct me if I'm wrong, but wont most large websites have a single collection from their delivery agency of choice fairly late on in the day?

Oh, and please name and shame this shop, their "customer service" is laughable.

PK!
 
I've been on hold now for ten mins. I called and asked to speak to the customer services manager and they said she was unavailable. I asked if she was working today and was tod yes, she was. I said I'd wait for her to be available.

Something tells me I'll be hanging up and calling back when I get bored.

anticonscience said:
Would you not be able to claim the goods as unsolicited?
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I don't think so. Doesn't that only apply when I haven't actually ordered from them?
 
Gilly said:
I've been on hold now for ten mins. I called and asked to speak to the customer services manager and they said she was unavailable. I asked if she was working today and was tod yes, she was. I said I'd wait for her to be available.

Something tells me I'll be hanging up and calling back when I get bored.
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If you do get bored, keep ringing up then hanging up while you're waiting if it goes straight to hold. It will really put a downer on the call centres daily stats of answered calls.

PK!
 
If the discount code was a requirement of the confirmation screen and hence part of the ordering process I don't think you should be getting too uptight. It was up to you to fill in all the required fields so you might as well suck it up and just take the stuff to the PO when it arrives, it free afterall.
 
Refuse receipt of the goods and they'll get returned, if it gets lost or damaged it's not your fault as it was never in your possession

MW
 
Mat said:
If the discount code was a requirement of the confirmation screen and hence part of the ordering process I don't think you should be getting too uptight. It was up to you to fill in all the required fields so you might as well suck it up and just take the stuff to the PO when it arrives, it free afterall.
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Only if I don't mind it going missing. The code was entered as required, and when it didn't show up on the confirmation mail a minute later I mailed them immediately on the address given, they gave no phone number, only a mail address.

If they can't respond in a quick enough fashion they should give a telephone number.

Mr-White said:
Refuse receipt of the goods and they'll get returned, if it gets lost or damaged it's not your fault as it was never in your possession

MW
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Hmmm. That would be a very good idea, but it is being delivered to work.
 
I have the MD's name and home address. Don't have his phone number yet.

The daft thing is, if they cancelled the order and resubmitted it with 10% taken off it would all be forgotten. That's what they should have done in the first place - but no, none of that. They can't help at all :rolleyes:

I may give them one further opportunity (still on hold by the way) via email to do the right thing.
 
FishThrower said:
you should have phoned them straight away if you wanted to cancel, a one line text in a e-mail isnt sufficient imo
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Why don't people read the thread before making idiotic comments... There wasn't a phone number, only email.

Just as Mr-White said, just refuse receipt of the goods.
 
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