Play.com problem

Scaredy_Cat_3

Play.com have processed an order twice and therefore charged me twice. I can't find any way to contact them by email and their phone lines are never answered. I know it's a busy time of year but I'm getting stressed and want this sorting out.

Can anyone help with a way to contact them to get this sorted (other than hanging on the phone for hours) - incidentally it's an 0845 number. I tried saynoto0870 but the only valid number there is 0153 which apparently is Jersey, and it says may cost more than other 01 numbers. Nevertheless I did hang on for ages but eventually gave up.

I am reluctant to just return the items without first getting a guarantee from them that they will refund my postage costs as this was their error. (Not even sure I have the address for returns anyway). Any suggestions please?

MichH

This happened to me recently, although I only placed the order once they actually processed it twice and sent me to copies of the same CD. Once I received both I went onto the website and completed a returns form, they will then send you an email authorising the return. Once the CD was received by them they issued a full refund for the CD and the cost of the stamps. Link below to obtain authorisation:

http://www.play.com/HOME/HOME/6-/Help.html?page=retn

alleycat`

Try:-

[EMAIL="customercare@play.com"]customercare@play.com[/EMAIL]

i think it automagically replies with a ticket reference too.

Scaredy_Cat_3

MichH wrote: »

This happened to me recently, although I only placed the order once they actually processed it twice and sent me to copies of the same CD. Once I received both I went onto the website and completed a returns form, they will then send you an email authorising the return. Once the CD was received by them they issued a full refund for the CD and the cost of the stamps. Link below to obtain authorisation:

http://www.play.com/HOME/HOME/6-/Help.html?page=retn

Can you help any further with how to actually process this please? When I click on the link it goes to my order history and says click on an item (click a red button), but I can't see a red button and I can't click on the item, except to show the item details, ie description of the game.

Scaredy_Cat_3

alleycat` wrote: »

Try:-

[EMAIL="customercare@play.com"]customercare@play.com[/EMAIL]

i think it automagically replies with a ticket reference too.

Thanks. When I click that link it brings up a blank email page. Do I treat it like an automated system and leave the body of the email blank, or treat it like a real person will read it and write in what the problem is?

I'm also rather annoyed about how this happened. I ordered and paid with one credit card. That card was declined, so I ordered again using a different card. Now I find Play sent the items twice and charged the second credit card twice. I wonder if this is fraud? As far as I was concerned the first order was cancelled because my card had been declined. I did not authorise them to take funds twice from the second card, so where do I stand on this?

MichH

When you click the link you need to go and log into your account history, when the item has been despatched your account history shows your order with a red button with 'Select' written on it, you can then request a returns authorisation. This can only be done once the order has been despatched. HTH

Scaredy_Cat_3

Thanks - that option does not show for me. I've tried it in both firefox and safari and neither shows the option. I guess it may be because I am using a Mac, maybe there is a compatibility issue.

I spent another 20 minutes on the phone and finally got through to someone. He says he will send me email authorisations for the returns and I will have to send them back recorded delivery. I doubt I will be able to get to the post office until after Christmas now, but hopefully this means it will be sorted. He said they will reimburse my postage costs once they receive the items. I really hope that's true!!!

Thanks to everyone for the advice.

alleycat`

Hi SC,

glad you got through.

I've only done two returns with play and they did refund the postage on both occasions (although i was about 20p out of pocket first time around).

Didn't seem worth the argument based on what i saved on the rest of the order v's buying in a shop (was a few years ago).

Scaredy_Cat_3

Thanks for that! I probably wouldn't be so worked up about it normally but things are very stressed at this time of year and I can do without this!

Thanks for the advice though - nice to know there are people here who will offer advice when it's needed!

Merry Christmas!

stugib

Scaredy_Cat wrote: »

Thanks - that option does not show for me. I've tried it in both firefox and safari and neither shows the option. I guess it may be because I am using a Mac, maybe there is a compatibility issue.

Doesn't show for me either, on Firefox 3, IE6, IE7, Windows XP and 7.

Reported it to them twice last month when I wanted to return something - no reply, no fix.

Scaredy_Cat_3

stugib wrote: »

Doesn't show for me either, on Firefox 3, IE6, IE7, Windows XP and 7.

Reported it to them twice last month when I wanted to return something - no reply, no fix.

Glad it isn't just me, then!