play.com - terrible customer service

sebtomato

I have been a play.com customer for the last 6 years, and never really had issues with my orders (apart from some slow shipping).

I ordered a top Nintendo Wii bundle last week, comprising five items (Wii console, Wii Fit, Wii Fit plus, Wii Sport Resort + Wii Motion plus). They sent me another of their cheapest bundles (Wii console + Wii Fit), so I am missing three items.

I realised that it is impossible to contact them by message through their website or by email (I tried both [EMAIL="customercare@play.com"]customercare@play.com[/EMAIL] and [EMAIL="helpdesk@play.com"]helpdesk@play.com[/EMAIL], but no answer or even a ticket number). I called their Customer Service, and spoke twice to ladies hardly speaking English (I am assuming they were based in India).

The first one told me to wait for my "free" items to arrive (although my order shows as "complete" on their site, and the despatch note included was for all items), and wait for 21 days. The second one told me that I should return the 8kg of what I have already received (does not make any sense, since what I am missing can be bought separately), and order again. If I do that, they probably won't credit me as items are missing!

I will probably have to buy myself the missing items (Wii Fit Plus, Wii Sport Resorts, Wii Motion plus) at an extra £40 cost.

Needless to say, last time I shop with them, since their CS is non-existent. Their Wii bundle was the cheapest, but not anymore now.

Volvic

That's a shame, I've always had great CS from them over the phone...not with e-mail mind you. I use the 0207 number that comes up on saynoto0870.com. Last time I had any quarms was when I pre-ordered a CD over a year before it's release to get it with a bonus disc, yet when it arrived the bonus disc wasn't included. They asked me to send back my order when when they received it, I'd be credited for my postage and be sent the correct item ordered. No problems.

Try the other number?

maxtweenie

Seems like you're not alone. Play's reputation went downhill fast with the COD MW2 release (or non release in their case.)

Looks like theyr'e still at it.

http://www.bitterwallet.com/play-coms-customer-service-hits-new-low-screws-up-its-own-exclusive/21784

geri1965_2

I had a problem with a Play Trade seller - he sent me the wrong item, and didn't respond to my request for a refund until I contacted Play. He then sent me a very unprofessional grudging e-mail saying "If you like, you can send the item back" (except that his e-mail had no capital letters or punctuation).

I sent the item back, waited two weeks, no sign of a refund. I sent him a reminder, still nothing...then I e-mailed him again and copied it to Play and he finally refunded me. No refund for postage incurred in sending it back, despite the fact that this was due to his mistake.

I found the whole experience very frustrating, and I had no acknowledgment of the problem from Play themselves. I will never use them again.

sebtomato

maxtweenie wrote: »

Seems like you're not alone. Play's reputation went downhill fast with the COD MW2 release (or non release in their case.)

I don't know if they are under new management now, but clearly lots of people are complaining about Play.com nowadays. Whoever is managing the company either does not check internet forums, does not care about customers, or is trying to kill the business.

I have cancelled all the pending orders I had with them.

Volvic

I've been using Play for about 5 years now and apart from a handful of items out of hundreds taking 4-5 days for delivery, I've really had no problems. They're cheap, and easy. I pre-order from there and get most items before the day of release, I buy all my DVDs and CDs there...to me they haven't changed at all since they were taken over.

sebtomato

Conclusion of my story:

• First, the telephone team told me to wait for the missing items to be delivered separately
• Then, the telephone team told me that they would send the missing items (but didn't take note of which were missing)
• By email, they told me it was a bundle and all the items were to be delivered in one go, so nothing else would be sent
• They told me they wouldn't send the missing items separately since it would cost them more (although they are happy to pay a courier twice for some heavy items!), I would have to return what was received first (so 10kg of Wii and Wii fit board), regardless of the inconvenience for me
• They told me they would arrange for collection, but can't really give a specific date, and it would take 3-4 days to arrange

I have arranged my own courier collection and returning everything to them at my own cost, after having to pack those large items (didn't keep the original plastic wrapping). Their original despatch note does not even list items delivered or to be delivered, so my only proof is the weight on the note.

Full experience is a total disgrace, and needless to say, I am getting a refund, since those idiots will probably send the same items again next time, and this will not get resolved for Christmas.

Between their telephone support hardly speaking or understanding English, and their slow email response, it has been a nightmare.

Play.com: you have become an appalling retailer, you couldn't care less about customer support and I will never buy anything from you again. :mad:

sebtomato

Volvic wrote: »

I've really had no problems. They're cheap, and easy. I pre-order from there and get most items before the day of release, I buy all my DVDs and CDs there...to me they haven't changed at all since they were taken over.

Did you get your Call of Duty game pre-order delivered on time then?!

Did you ever have to deal with their customer support, or even try to get an email address?

I would never buy again from them something worth returning.

PeteMc

Been ordering from Play nearly 10 years now and made hundreds of orders.

Any problems have usually been dealt with fine but recently had the misfortune to contact them regarding a missing DVD sleeve. I gave up eventually as the operators seemed to be making it up as they went along.

Think I'll stick to the cheaper end of their ranges from now on as I've little confidence they will sort out any major problems.

Shame really as it's only recently with their extortionate € exchange rate, lack of e-mail contact and rubbish call centres that they have begun to slide.

Volvic

sebtomato wrote: »

Did you get your Call of Duty game pre-order delivered on time then?!

Did you ever have to deal with their customer support, or even try to get an email address?

I would never buy again from them something worth returning.

I never ordered COD but I have always received pre-order items on time or before release.

I have had to deal with their CS and have a hand full of times through phone, as I stated above, using an 020 number without problems. Like I said, it's a shame you've had problems with them, but so many other people haven't. It happens sometimes in large companies.

misterthankful

I quit Play after a series of horrible events.

1. I was sent pirated movies via Playtrade. Play did nothing about it.

2. I never received an order. I contact Play who said they would dispatch a replacement. They didn't. I e-mailed them and they said they'd refund me. They didn't. I called them and they apologised saying a replacement would be sent. They didn't....repeat, rinse, repeat, rinse. As a result I link Play.com to thieves. They took my money, wasted my time, and never sent the product.

There are other stories too but I'm too tired to tell them. Instead I use two other sites for UK and US Blu-Rays (I quit PlayUSA since they sent Canadian Blu--Rays and raised their prices leading to customs, but I found a site that sells US Blu-Rays without customs).