Peacocksonline - very poor customer service

aardvark65

Against my better judgement, I ordered some underwear from Peacocks online using the Sun offer discount kindly posted on here. I ordered 2 of each colour(4 in all). The order came quickly but only contained one of each, despite charging for all four.
I immediately emailed customer service BUT instead of an apology and quick resolution, I was emailed a form to fill in basically confirming that I am not lying and a promise that they will resolve the issue in 28 days!! Thereby keeping my money without me having the goods.
I am furious. I have not encountered this with other online stores. I shop online a lot and will not be using Peacocks again - no great loss I'm sure!!
Please be advised of their poor service.

Ivory_Tinkler

I don't actually think this is poor service. All they are doing is asking you to confirm that you haven't had the goods and then, I assume, they will refund/replace. Have you thought that this form my be used for quality purposes within their company? If they have a lot of complaints the same then they may have a problem in the warehouse that they can identify and rectify. OK, this hasn't been done as speedily as you would have wanted but they haven't refused you anything have they?

Wig

Ivory_Tinkler wrote: »

I don't actually think this is poor service. All they are doing is asking you to confirm that you haven't had the goods

Customer has already done that on the phone to their customer service department.
Good customer service would have said "Oh I'm sorry about that, I'll refund your card and you can keep the goods as a gift from us" or some other such good solution that will make the customer happy, not more pssd off with the company.

and then, I assume, they will refund/replace. Have you thought that this form my be used for quality purposes within their company? If they have a lot of complaints the same then they may have a problem in the warehouse that they can identify and rectify. OK, this hasn't been done as speedily as you would have wanted but they haven't refused you anything have they?

There's no need for customer to complete forms, the CS person could have filled a form on his/her computer and directed it to highlight the problem to the warehouse department.


No wonder Britain has such poor customer service when all people do is bend over and let companies shaft them and then say "I think this was understandable and good customer service."

OP,
My advice to you is ask them on the phone for returns paid label, tell them you are returning the goods as an incomplete order, and due to their lack of good service in resolving the matter you are returning the items (within 7 days of reciept) and request a full refund. They cannot refuse.

Ivory_Tinkler

Wig wrote: »

Customer has already done that on the phone to their customer service department.
Good customer service would have said "Oh I'm sorry about that, I'll refund your card and you can keep the goods as a gift from us" or some other such good solution that will make the customer happy, not more pssd off with the company.

Yes, that is good customer service, but sadly there are now lots of people that will ring or email a company claiming non receipt of items, just to get free stuff (and I am not for a minute claiming that the OP did this). I suspect this is why Peacocks are now employing this form-filling measure.

Good customer service is all about dealing with a complaint efficiently and effectively. Mistakes happen, after all, we are all human, but everyone should be given a chance to sort them out. I am sure that a company of Peacock's size would have compensated the OP anyway.

Wig

Ivory_Tinkler wrote: »

Yes, that is good customer service, but sadly there are now lots of people that will ring or email a company claiming non receipt of items, just to get free stuff (and I am not for a minute claiming that the OP did this). I suspect this is why Peacocks are now employing this form-filling measure.

And you think filling in a form is going to stop those that do want to cheat? Companies voluntarily enter into this model of retailing which is very lucrative but leaves them wide open to abuse. They have systems in place to black-mark addresses which regularly report 'lost' orders.

Good customer service is all about dealing with a complaint efficiently and effectively.

Which has not been done in this case.

Mistakes happen, after all, we are all human, but everyone should be given a chance to sort them out. I am sure that a company of Peacock's size would have compensated the OP anyway.

As the mistake has now been reported and Peacocks have dealt with it in a very poor ineffecient manner, it would be appropriate for the customer to tell the company that their failings have cost them a potential good customer.

hollydays

This is obviously the idea of some accountant who is out of touch with reality.

aardvark65

I sent an angry reply explaining that my expected response was an apology and swift resolution etc and demanding immediate refund to my card and I got exactly that - an apology and refund.
So it is obviously worth questioning poor service.

uktim29

Wig wrote: »

Customer has already done that on the phone to their customer service department.
Good customer service would have said "Oh I'm sorry about that, I'll refund your card and you can keep the goods as a gift from us" or some other such good solution that will make the customer happy, not more pssd off with the company.



There's no need for customer to complete forms, the CS person could have filled a form on his/her computer and directed it to highlight the problem to the warehouse department.


No wonder Britain has such poor customer service when all people do is bend over and let companies shaft them and then say "I think this was understandable and good customer service."

OP,
My advice to you is ask them on the phone for returns paid label, tell them you are returning the goods as an incomplete order, and due to their lack of good service in resolving the matter you are returning the items (within 7 days of reciept) and request a full refund. They cannot refuse.

Wig, you legal types on the whole have no idea how to run business's. The first episode of this years apprentice was a classic example of that.

Wig

aardvark65 wrote: »

I sent an angry reply explaining that my expected response was an apology and swift resolution etc and demanding immediate refund to my card and I got exactly that - an apology and refund.
So it is obviously worth questioning poor service.

A full refund and allowed to keep what you got?
or
Only a refund of the missing goods?

aardvark65

Not as good as a full refund unfortunately. I just demanded back the money paid for goods not received so that is what they did - refund for those goods only.