Play.com - Very bad packaging

Jammers_2 · 30 July 2007 at 5:04PM

Hi there,

I recently purchased a PC Hard Drive from play.com, which was very very badly packaged! When I got the drive it was in it's original anti-static bag in another plain black bag!! No bubble wrap, no jiffy bag, no foam, no box...basically no protection for a delicate device!! I bought some blank DVD's from them and that arrived in a jiffy bag inside a box! Better protection to something that isn't easy to break, compared to something that is incredibly delicate!

I have big problems using the phone, so I tried to eMail them. I filled out the online form for a Returns, which only sends you an eMail with their phone number in!!

The Hard Drive they sent me that was dead, I told them I'd like a Full Refund. Instead they asked me to return the item to them, with a refund for the postage cost. I sent it to them via Royal Mail Special Delivery, which cost me £6, they gave me £1.40 postage refund!?!!

They also didn't give me a refund! My main reason for a refund was that this could happen again. And yes it did, they sent me a replacement drive that is also dead. I've had many hard drives sent to me and every one works. But all of them were excellently packaged.

I'm going to return this replacement (dead) hard drive in the very bad packaging they sent it to me in. And I'm going to use the cheapest postage I can find. And I demand a refund, as I'm not loosing any more money on them. Also I've told all my friends. And they and me are never going to shop with Play.com again.

I'm not sure on what Legal grounds I have as Play.com I think operate out of Jersey? And I don't know Jersey's Sales Laws?? Oh and I challenge you to find the address of Play.com. I searched their website but I couldn't find one!! < that is illegal now in the UK.

Thanks for any advice/help
Jammers.

avfc4life · 30 July 2007 at 5:08PM

Ive never had any problems with Play.com but ive only ordered small items like games,cds,dvds etc. Alot of people on here have said similar things about Play.com being bad with large,expensive items like this.

Do not accept any replacement demand a refund. As far as the postage goes i dont think you will get refund on that.

Hope this gets sorted.

davey4444 · 30 July 2007 at 5:18PM

Jammers wrote: »

I'm not sure on what Legal grounds I have as Play.com I think operate out of Jersey? And I don't know Jersey's Sales Laws?? Oh and I challenge you to find the address of Play.com. I searched their website but I couldn't find one!! < that is illegal now in the UK.

Thanks for any advice/help
Jammers.

Do they legally have to show their physical address because their PO box one is quite easily found in their T&Cs at the bottom of the page.

Lavendyr · 30 July 2007 at 5:58PM

"Owner: Play Limited, whose principal place of business is at: PO Box 192, Jersey, JE4 8RP, Channel Islands (‘we’/‘us’/‘our’)."

That's a bit naughty for starters, they should give their physical address here (from the Privacy Policy).

I haven't read this in full yet, but maybe this page might help you:

http://www.jerseylegalinfo.je/Law/display.aspx?url=lawsinforce%5cconsolidated%5c05%5c05.100_ConsumerSafetyLaw2006_RevisedEdition_1January2007.htm

"In the unlikely event that you receive goods which were not what you ordered or which are damaged or defective, or are of a different quantity to that stated on your order form, Play.com shall, at its own option, make good any shortage or non-delivery, replace or repair any damaged or defective goods, or refund to you the amount you paid for the goods in question PROVIDED THAT you notify Play.com of the problem in writing at the address stated in the confirmation e-mail within 10 working days of delivery of the goods. NOTHING IN THIS CLAUSE AFFECTS YOUR STATUTORY RIGHTS."

Makes it pretty clear - they can choose to replace, but if the replacement is also broken owing to their poor packaging, you are entitled to kick up a fuss.

RadoJo · 31 July 2007 at 3:26PM

Sometimes a PO box can be a physical address as well - I used to work in the offices above a post office, so although we had a PO Box number, we were actually just above the PO box itself! Not saying that is the case with Play - I have no idea, except that at least some of their offices are based in Cambridge, in the business Park on Cowley Road. In fact, I have just found the actual address - can't promise you'll get anywhere, but at least there will be play.com employees in the building:
Play.com,First Floor, Newton House, Cambridge Business Park, CB4 0WZ , Cambridge

Good luck!

colin79666 · 3 August 2007 at 11:37PM

You can phone them and request the rest of your postange costs to be refunded. I did that a while back when they sent me 2 dud keyboards. After the second dud I got a refund as I didn't want another!

Once I spoke to someone they gave me their email address and I sent them a scan of the post office receipt. I was then given a full refund immediately.

James240 · 4 August 2007 at 5:52PM

i ordered a laptop from them and they sent it through in perfect packaging and i didnt have a problem at all. Dont know why they sent ur harddrive like they did :think:

dangeroussports · 4 August 2007 at 7:35PM

Yea, Play.com do some of the best packaging in the industry matey mate mate

darich · 4 August 2007 at 7:41PM

I've never had any issues in around 150 orders from them.
As for sending the drive back as cheaply as possible - that's a huge mistake.
Without recorded or special delivery they can easily say they never received it. You would have a proof of postage but that's not nearly as good as recorded or special.
In the above case you'd be out of pocket for the drive and not even a broken drive to show for it which means they wouldn't replace it.

dangeroussports · 4 August 2007 at 8:02PM

I enjoy unwrapping packages delivered to me from play.com they are always of a good standard.

PurpleDuck · 7 August 2007 at 5:46PM

get onto trading standards - the jersey branch are excellent. They sorted out my problem with play.com with one phone call.

Play.com - Very bad packaging

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