Diabolical customer service

[helena]

I am flabbergasted! This is the last time I shall ever buy on this shopping channel!!
I have, after waiting 10 minutes got through to customer service to be told, once I gave my account number to hold on ...again.
The stupid person then on the phone comes back to say that she has had to go off and put my records up on screen...how many computers do they have at customer service.....?
She then asks how can she help. I explain about a faulty good and being charged for the p & p.
"What's your account number?" she asks
"I've just given it to you, I thought that's why you had to go off and load my information on your screen," I said.
"how much was the p&p then?"
"3.95"
"alright, I'll put that on your account and your refund will appear ......."
"can you confirm my number"
"what is your number again?"
"can you confirm my address or name so I know you are refunding on the right account, I don't want to have to do this phone call again"
"Our screens are down, I'll make a note of it"
No apology, no "thank you for shopping with Ideal World"
You know how she ended the call?


"SEE YA"

What do you think we should be doing with this Customer service? I'd like to go there and give them all a good slap!
CUSTOMER SERVICE INDEED, THEY NEED TO BE REPORTED AND TAKEN OFF THE AIR!!!!

 

[Dazzler!]

I am flabbergasted! This is the last time I shall ever buy on this shopping channel!!
I have, after waiting 10 minutes got through to customer service to be told, once I gave my account number to hold on ...again.
The stupid person then on the phone comes back to say that she has had to go off and put my records up on screen...how many computers do they have at customer service.....?
She then asks how can she help. I explain about a faulty good and being charged for the p & p.
"What's your account number?" she asks
"I've just given it to you, I thought that's why you had to go off and load my information on your screen," I said.
"how much was the p&p then?"
"3.95"
"alright, I'll put that on your account and your refund will appear ......."
"can you confirm my number"
"what is your number again?"
"can you confirm my address or name so I know you are refunding on the right account, I don't want to have to do this phone call again"
"Our screens are down, I'll make a note of it"
No apology, no "thank you for shopping with Ideal World"
You know how she ended the call?


"SEE YA"

What do you think we should be doing with this Customer service? I'd like to go there and give them all a good slap!
CUSTOMER SERVICE INDEED, THEY NEED TO BE REPORTED AND TAKEN OFF THE AIR!!!!

OMG Helena I really sympathise with you as the same thing happened the other day when hubby was trying to track my order, Hubby rang and finally they picked up after 10 minutes like you, and then customer services said to him can you please hold the line and hubby said well I have been holding on for ages as it is. Then after asking for hubbys details etc, he was told they had technical problems and could not see the order. We have been waiting three weeks for a delivery first payment taken and second one is due in a few days and we have no goods. I think no matter which number you call its the same person that answers they just changed hats!!

 

[Themroc]

They don't even have the decency to reply to emails.

 

[louise66]

Ideal World is notorious for it's appalling customer service. Everything the OP says sounds spot on. That is why I don't shop with them.

 

[icr24350]

And that is why I will not buy from this channel either, no matter how good the product or presentation. 3 cheers for this Forum, as it lets us share our experiences - good or bad on the various channels. Sadly for Ideal World, their Customer Service Dept appears to be non-existent.

 

[Dazzler!]

They don't even have the decency to reply to emails.

They claim that they take 7 working days to reply, or if at all.

 

[Kathy]

http://www.shoppingtelly.com/forum/showthread.php?t=10452


So much for Mike Hancox, he hasn't made a big difference up to now.:54:

 

[Lottie]

Helena, what a nightmare.....they are bloddy hopeless and full of excuses.

Dazzler, I had an idea - if your hubby has paid on a credit card (not a debit card) you can do a chargeback on it if you don't receive goods.

If the ijoy does turn up, do a chargeback on the same day.

then make them sing and dance for their money!!!

 

[Dazzler!]

http://www.shoppingtelly.com/forum/showthread.php?t=10452


So much for Mike Hancox, he hasn't made a big difference up to now.:54:

Improved delivery times from May it says what a joke!!! Take your money and dont ship your goods more like. Don't get me started I was so upset yesterday. This direct despatch business needs to be made aware to the customers when they order and to say to them please allow up to 30 days for your delivery. if they had said this to me when i ordered my item I would have been pleased that they were honest with me and I would have still ordered and had no problem waiting. Instead I am told 10 days delivery and then its 15 days delivery then its 30 days etc and each time having to ring CS and be put on hold for a long time and then to be told system is down on more then on Occassion. I am just keeping my fingers crossed that my very big order with IW will be shipped as promised and that i do recieve it, as when I ordered on 2nd May the first payment has been taken, the second one is due 2nd June which is soon fast approaching, and I have no goods to benefit from the money back guarantee.

 

[Mommabear]

There 'system' seems to be always down :25:

 

[Dazzler!]

Helena, what a nightmare.....they are bloddy hopeless and full of excuses.

Dazzler, I had an idea - if your hubby has paid on a credit card (not a debit card) you can do a chargeback on it if you don't receive goods.

If the ijoy does turn up, do a chargeback on the same day.

then make them sing and dance for their money!!!

Thanks Lottie they reckon they despatched it yesterday and I have to wait a further 5 days for delivery!

 

[Lottie]

In which case they can't recall it, so if it's not arrived by the day before the next payment is due, phone your CCard company and get them to stop the payment and cancel tother one.

 

[Dazzler!]

In which case they can't recall it, so if it's not arrived by the day before the next payment is due, phone your CCard company and get them to stop the payment and cancel tother one.

aww thanks Lottie you are a star. I will give them till next Friday as the next payment is due on the monday so if it aint here I will do that. CS left a message yesterday to say they shipped yesterday, i thought well why have you had my money from 2nd May then!!!! .

 

[Toril]

I must have struck lucky when I rang C.S.on Tuesday.

I'd not received one of two items I'd ordered on the same day and when I checked my account the item that hadn't arrived had been 'deleted' (I wasn't that bothered because I'd actually changed my mind and was intending to return it anyway.)

I rang C.S. to see if the money for the item was going to be refunded or if 'deleted' meant that they'd run out but would send it when more stock arrived. I waited about 5 minutes to speak to someone and gave him my account number, before intending to explain why I was ringing. Before I could say anything he said "Are you ringing about the deleted item? If so, I can confirm that the refund was authorised on 18th May and it will be in your account by next Wednesday - 27th. If it isn't then ring us back."

I won't be ringing them back. The money arrived in my account yesterday, 3 days after it was authorised!

They should clone him and dispose of the useless C.S. staff.

 

[argeybargey]

There 'system' seems to be always down :25:

Unpaid leccy bill or industrial action maybe? <a href="http://plugin.smileycentral.com/http%253A%252F%252Fwww.smileycentral.com%252F%253Fpartner%253DZSzeb008%255FZNxpt484YYGB%2526i%253D3%252F3%255F8%255F14%2526feat%253Dprof/page.html" target="_blank"><img src="http://smileys.smileycentral.com/cat/3/3_8_14.gif" alt="SmileyCentral.com" border="0"><img border="0" src="http://plugin.smileycentral.com/http%253A%252F%252Fimgfarm%252Ecom%252Fimages%252Fnocache%252Ftr%252Ffw%252Fsmiley%252Fsocial%252Egif%253Fi%253D3%252F3_8_14%2526uiv%253D3.0/image.gif"></a>

 

[gbsusie]

I must have been very very lucky then when I rang them last week I had received everything that I'd ordered but didn't receive the 2 little bonus items that should have come so as compensation £10 was given to me to spend straight away and another £10 was put onto my account plus the item I ordered with first £10 credit arrived in 2 days :11::22::54:

 

[lamplight]

My first post on the forum and it's a moan. Hope that's not a sign of what's to come from me in the future...but I'm so fed up with IW that I've got to join in.

A month or two ago I ordered a halogen oven which arrived in fairly good time. Unpacking it, I noticed that the box seemed as if it had been re-packed, some polystyrene packing was a bit crumbly and seemed stained with food. Washed the oven out and started to use it to test it out only to have it pointed out to me by other half that the stand the glass bowl was on was completely broken away. Started packing it up again for a return to IW only to notice more definite food remnants in the box.

I phoned CS and waited 14 minutes for a reply. When I did get through I got a response that sounded as if the CS operative was preoccupied with something else. I told her it the oven was broken and that I wasn't pleased as it had obviously been used and returned by someone else before being sent out again to me. She didn't quibble - even gave me the impression that she wasn't surprised and simply asked if I wanted my money back.

I took that option. And then I waited nearly 30 days to get a refund - and then only the cost of the item, without a refund of postage.

Now I've bought a lot from IW in the past and I even like some of the presenters. Got a lot of time for Shaun who shops regularly in my town and is a decent bloke. BUT I swear I'll never buy from that company again. Too much trauma.

 

[ceejayblue]

http://www.shoppingtelly.com/forum/showthread.php?t=10452


So much for Mike Hancox, he hasn't made a big difference up to now.:54:

When I had a problem earlier this year I emailed mike hancox direct and he responded within hours and my complaint was finally sorted by John Ackroyd. If I were you I'd email Mike direct. I also made a complaint via Consumer Direct and my local trading standards office, didn't get very far with it as they didn't contact me again but by that time the problem had been sorted.

I refuse to phone the call centre because they always put you on hold and haven't a clue what is what. They all work from a script and anything out of the ordinary they can't seem to deal with.

 

[Rentochops]

You know after so many years of bad customer service I just don't get how this hasn't even got on Watchdog, I do remember the early days when the CD was in the UK and was excellent (it wass Beanie Ellis days)- I really do, I can't remember when the CS moved to India - but I just don't get why they haven't improved their CS by now, it makes no sense.

 

[grovesy]

Even when they were in UK in the early days customer service was hit and miss.