Naked Wines - lack of customer service

wyebird

:mad: I have used Naked wines for 18 months or so, and have found them really friendly and really enjoyed the wine.

Back in February, I changed payment date to 10th of the month which was more convenient, and this was duly actioned until May when they decided to take it on the first. This left me a few quid short for a direct debit, so I have a bank charge and a failed debit charge from the company I was paying.
I have emailed them, and have basically been told sorry but we are not doing anything about it. They can provide no explanation as to why they decided to change the due date after 3 months.
I am really cross, I have written to the CEO now, and filled in their survey as to how my complaint was dealt with. Any other suggestions?

Thanks

Moglex

Sorry this is a bit late for you. I'm just investigating Naked Wines. (As a prospective customer, not because they've been doing anything wrong.)

What you should have done was invoke the Direct Debit guarantee with your bank. The charge was effectively unauthorised and they should have returned it and repaid the charges it caused. You might have needed to be very firm with them but they would have done it it in the end.