Appalling Service at Empiredirect.co.uk

baronbuzby

I should have recieved my new Freeview PVR today (a Topfield 5800 160gb in silver for £250) . I ordered it online on Monday from empiredirect.co.uk, and I rang them Tuesday to check delivery etc, because their order tracker doesn't work. I was told they had 11 in stock and to expect it on Thursday. AMTRAK would deliver it. Pursuaded my wife to stay in for it. Nothing. I arrived home at 4.30pm and rang them to get a tracking number. I was then told that it hadn't left their depot. i asked why, to be told, "Oh, it's out of stock!!" (It's still showing as IN STOCK on the web site). I asked to speak to a supervisor who was totally disinterested, couldn't explain what had happened, or why no-one had rung me.



I'm sorry empierdirect.co.uk, but you are rubbish!!


I received the email below a few minutes later.

As per telephone conversation/ recent email - I confirm the above order is now cancelled with the payment being refunded back to your credit/debit card.

Empire Direct apologises for the lack of stock on this occasion due to a human error on our stock system.

Our warehouse has also failed to inform us the stock did not left yesterday.

Thank you for taking time to visit our site.

John Constantine
Empire Direct Sales Advisor

Poppycat

That's the only way companies learn and that's to loose custom. I have heard before how bad they are that's why I stay clear of them. Good companies should prosper at the expense of bad companies with poor CS.

Hughesdirect seem pretty good, I spent quite a bit thsi year from them, they sometime price match too.

allycat999

Really annoying but at least they have admitted their mistake and refunded your card.

shefmot

Well that is pretty shocking customer service I have to say. However this is a bit strange:

baronbuzby wrote:

John Constantine
Empire Direct Sales Advisor

Now it could really be a person called John Constantine but it sounds a lot like an assumed name.

shefmot