Play.com problem and no-one there will help me!

dawnylou

Hi all,
So sorry to rant on but I am having so much bother with Play.com.
Phoning them is not getting me anywhere so I am going to try emailing them.

Here is my email (so you can see exactly what has happened and also so you can advise me as to if the email is any good)

Dear Sir/Madam,
I am writing to you today to inform you of the disgusting way your contact centre for Play.com is currently managed!!

I have been trying for over 2 months now to have a problem resolved and it is clear that no-one is willing to help me.

I ordered a Toshiba laptop on the 14th December (ORDER ID ), my credit card was declined and so I spoke with my credit card company to have the transaction authorised. They advised me that I had to reorder but that my card would work this time. So I reordered it (ORDER ID )

The laptop however was out of stock. It was meant as a Christmas gift but as of the 23rd December it was still out of stock so I emailed Play.com and cancelled the order and went and bought one from Argos instead.

Your website clearly states, and I quote, "Credit and Debit cards are debited on the day of shipping by Play.com".
However I checked my credit card statement the following month to find that you had taken £339.99 from my credit card! So not only had you taken funds when an order was cancelled but you actually took it on the 16th, when you didn't even have any stock!!!

I phoned your customer services (on 0845 800 1020) I was on the phone for a good 20 minutes, and the gentlemen I spoke with insisted that no payment had been taken from my credit card and it was a mistake on my credit card company's behalf.
So I phoned my credit card supplier who insisted that it was a genuine transaction and that Play.com had actually taken the funds. They said I had to speak with Play.com again as it was their error.

So on Monday 02nd February at 6.10pm I phoned again on the 0845 800 1020 telephone number and this time I was given an apology for the error and told I would have a refund within a week and I would receive an email to confirm this. I was so relieved that this was going to be sorted out.

Imagine my disappointment when on Friday 13th February I had still not received a refund nor any confirmation that I would be!!
So I called again when I got in from work and spoke with Nigel. Nigel, strangely, first advised that the refund was actioned in January and I had already received it but when I insisted I hadn't I was placed on hold for about 10 minutes. When Nigel came back he advised that I would need to action a refund and to do this I would need to speak to a refunds manager who was only available between 9&5 Monday to Friday. I was very, very frustrated at this as I work Monday to Friday 9-5 and so I can't really call between those hours. Eventually Nigel agreed to let me speak to a manager as I felt I was just being fobbed off (yet again). I spoke with the manager, Michael?, who advised he would action the refund for me and if I checked my Play.com account on Monday (Today) I would see that the status would have changed to 'Refunded' and I would see the transaction on my credit card a few days later.

SURPRISE SURPRISE when I get home from work tonight and see that there has been no change to my Play.com account.

This is absolutely disgusting!
So not only have Play.com wrongfully taken money from my credit card (which is actually theft!!) but they are deliberately making it difficult for me to receive my money back! I am just being fobbed off by everyone at Play.com! In the mean time it is costing me a fortune calling this 0845 number over and over, which is a complete and utter waste of my time, energy and money seeing as though it is not actually getting me anywhere! Not to mention the money that Play.com has stolen from my credit card is now accruing interest!!

I am so, so frustrated and disappointed by this company - I expected better from such a well known company!!


I insist that someone gets this problem resolved for me ASAP or I will be taking this further.

My contact number is however I am only available after 5.30pm on weekdays.

I eagerly await your response.

Regards

Am I being too 'snotty' in my email? The last thing I want them to do is just delete my email bacuase of my attitude, I just want the refund to be issued so I can forget about all of this!!
Also if I don't get any response who can I speak to?

Pink_fluff

dawnylou wrote: »

SURPRISE SURPRISE when I get home from work tonight and see that there has been no change to my Play.com account.

I think that is quite cheeky, and it in a way lessens the seriousness of your letter. The SURPRISE SURPRISE bit. A bit Cilla Black. :rotfl:


This is absolutely disgusting!

I hate the word 'disgusting' in complaint letters.

Other than that, I'd say go for it. It's not a good service they are giving you.

DCFC79

Surely calling them up is a quicker way to get resolved, can you not ask the cc to get the money back as the money was taken without your consent

hollydays

I hate the word disgusting too.If you could make the letter a bit shorter, maybe by listing the events by date headings,keep it purely factual,it would be easier to read too.Other than that it seems ok.

INT1

You can also contaqct your credit card company so they can file a chargeback if you are expecting a refund, I think they have about 45 days to act on.

Bamber19

A complaint email should be like a complaint letter and remain formal, i'd have avoided saying things like "Surprise surprise." Even if it wasn't meant to be formal then remember that when you send a complaint you're wanting the reader to be empathetic towards you and be on your side and want to help you, again saying "surprise surprise," which suggests you expect them to fail and that it's no surprise when they do so, is unlikely to put the reader on your side.