Has Anybody Else Had No Help From Comet Customer Service?

rjg2bucks

Several weeks ago, I tried to buy a Sony TV using the "Sony Trade-In" scheme using Comet's website (via Nectar to get the points). The promotion code did not work on the website and after using Comet's online chat "help", it was verified that the code did not work and I was advised to call my order in.

So, I placed my order over the telephone. A week later, I was called by Comet and told that the TV I had ordered was out of stock. I then got caught in a horrible trap between Comet's in-bound and out-bound call centres.

Several days later, I wrote a letter of complaint to Comet's Customer Service team. The result was an amazing phone call from Comet.
First of all they blamed Sony for the stock problem, not admitting that it might have been wrong to take my money for goods that Comet didn't have!

Then, when I asked about my Nectar points - I was told that I had to contact Nectar - over a problem with Comet's own website! Even more annoying, is that days after encountering my problems - Comet was advertising the same out of stock TV on the Nectar website with even more promotional Nectar points!!!!

My final complaint about the lack of the "promised" goodwill gesture was rebutted by the agent saying - nobody was authorized to do anything like that. Despite being told several times I would receive a goodwill gesture for all the problems that they had caused - especially after doing my own delivery and driving 60 miles to collect the TV.

But even more worrying was the confrontation attitude of the person I spoke with. Has anybody else received such callous treatment??? Who do I contact next at Comet??? Having spent thousands of pounds at Comet in the last two years, I am disgusted that they have treated in such a cavalier manner, obviously their customer service department is working hard to get rid of as much customer loyalty as they can as quick as they can!

custardy

rjg2bucks wrote: »

Several weeks ago, I tried to buy a Sony TV using the "Sony Trade-In" scheme using Comet's website (via Nectar to get the points). The promotion code did not work on the website and after using Comet's online chat "help", it was verified that the code did not work and I was advised to call my order in.
well no biggie,codes often cause issues on websites
So, I placed my order over the telephone. A week later, I was called by Comet and told that the TV I had ordered was out of stock. I then got caught in a horrible trap between Comet's in-bound and out-bound call centres.
see further down
Several days later, I wrote a letter of complaint to Comet's Customer Service team. The result was an amazing phone call from Comet.
First of all they blamed Sony for the stock problem, not admitting that it might have been wrong to take my money for goods that Comet didn't have!
its not uncommon for companies to get stock direct from the manufacturer,so this could be the case
Then, when I asked about my Nectar points - I was told that I had to contact Nectar - over a problem with Comet's own website! Even more annoying, is that days after encountering my problems - Comet was advertising the same out of stock TV on the Nectar website with even more promotional Nectar points!!!!
well its a necter account so i would expect it would be down to necter to recredit these?
My final complaint about the lack of the "promised" goodwill gesture was rebutted by the agent saying - nobody was authorized to do anything like that. Despite being told several times I would receive a goodwill gesture for all the problems that they had caused - especially after doing my own delivery and driving 60 miles to collect the TV.
so you got your TV?

But even more worrying was the confrontation attitude of the person I spoke with. Has anybody else received such callous treatment??? Who do I contact next at Comet??? Having spent thousands of pounds at Comet in the last two years, I am disgusted that they have treated in such a cavalier manner, obviously their customer service department is working hard to get rid of as much customer loyalty as they can as quick as they can!

I think theres a comet rep on the boards

Comet_company_representative

rjg2bucks wrote: »

Several weeks ago, I tried to buy a Sony TV using the "Sony Trade-In" scheme using Comet's website (via Nectar to get the points). The promotion code did not work on the website and after using Comet's online chat "help", it was verified that the code did not work and I was advised to call my order in.

So, I placed my order over the telephone. A week later, I was called by Comet and told that the TV I had ordered was out of stock. I then got caught in a horrible trap between Comet's in-bound and out-bound call centres.

Several days later, I wrote a letter of complaint to Comet's Customer Service team. The result was an amazing phone call from Comet.
First of all they blamed Sony for the stock problem, not admitting that it might have been wrong to take my money for goods that Comet didn't have!

Then, when I asked about my Nectar points - I was told that I had to contact Nectar - over a problem with Comet's own website! Even more annoying, is that days after encountering my problems - Comet was advertising the same out of stock TV on the Nectar website with even more promotional Nectar points!!!!

My final complaint about the lack of the "promised" goodwill gesture was rebutted by the agent saying - nobody was authorized to do anything like that. Despite being told several times I would receive a goodwill gesture for all the problems that they had caused - especially after doing my own delivery and driving 60 miles to collect the TV.

But even more worrying was the confrontation attitude of the person I spoke with. Has anybody else received such callous treatment??? Who do I contact next at Comet??? Having spent thousands of pounds at Comet in the last two years, I am disgusted that they have treated in such a cavalier manner, obviously their customer service department is working hard to get rid of as much customer loyalty as they can as quick as they can!

Hi rjg2bucks,

My name’s Andy and I’m from Comet.

Unfortunately we have had system problems highlighted regarding the Sony Trade-In scheme and discount codes not working properly, please accept my apologies for the inconvenience this has caused you.

Your product will have had to either be in stock or due to be delivered to our Warehouse, otherwise our systems would not allow the order to be processed. Unfortunately, it is only when the manufacturers fail to deliver would we become aware of instances where we are unable to fulfil all orders placed. However, as I do not have details of your particular purchase, at this time I would not be able to confirm this was the case.

In relation to your query to Nectar Reward points, it is clear that you have experienced problems when trying to place your online order. Although I am sorry we are unable to do this directly for you due to system restrictions, after speaking with Nectar direct, they have advised that in order for you to receive the relevant Nectar points, they have asked if you could please contact them direct and inform them of the problems that arose when making your order. When they raise the transaction query with us we will duly accept and therefore allow the Nectar points that you are rightly entitled to, to be added onto your account.

So that I can investigate the issues you raised regarding the poor service could you please send me an email using the link below and I will ensure that all points raised are addressed internally.

http://comet.custhelp.com

You will need to register a few details to be able to send your email in.

Regards,

Andy

rjg2bucks

My complaint has been logged in your system with the following reference: 100608-000241.

rjg2bucks

:mad: This is a story that is simply amazing!!! OK, so earlier Andy from Comet gave detailed instructions about how Comet would assist me in claiming the Nectar Reward Points, that I lost because a fault with the Comet online webstore.
Well, I wrote to Nectar as Andy from Comet suggested - nothing happened.
So then today (24/6/10), I called Nectar Customer Service, after speaking with three different people, guess what - :mad:"Andy from Comet" gave me the wrong advise!!!!!

Then it got very serious, I called Comet Customer Service. The first person I spoke to denied that "Andy from Comet" existed - she told me that "he" does not represent "Comet". And anything he wrote cannot be true!!!!
:jThen, it got escalated to this ladies supervisor - who completely ignored the problems that I was encountering due to "Andy from Comet". She said that my complaints had been investigated and she was not going to overrule her colleagues decision!!!!

So I have the following serious complaints that need to addressed:

1. Who is this "Andy from Comet" and why nobody from Comet Customer Service call centre know anything about him?
2. Why is Nectar unaware of the any communication between him (as a representative of Comet) and themselves?
3. Why is Comet unwilling to stand behind his clear statement and instructions about how to get the Nectar points? Especially when the person I spoke to said that she was not willing to overrule a colleagues decision????

I am absolutely furious by the unprofessional manner that this entire item has been handled.

rjg2bucks

Hi
JUst to let you know that there are some people who care about customer service - a very nice lady from Nectar Rewards has just contacted me, said sorry for the mess with Comet. So kudos to Nectar Rewards!!!

Joelleski

Did you get your Nectar points then?

Equaliser123

"Comet in appalling customer service shocka!"

rjg2bucks

No, because "Andy from Comet" was not speaking the truth.

custardy

rjg2bucks wrote: »

No, because "Andy from Comet" was not speaking the truth.

which part?

In relation to your query to Nectar Reward points, it is clear that you have experienced problems when trying to place your online order. Although I am sorry we are unable to do this directly for you due to system restrictions, after speaking with Nectar direct, they have advised that in order for you to receive the relevant Nectar points, they have asked if you could please contact them direct and inform them of the problems that arose when making your order. When they raise the transaction query with us we will duly accept and therefore allow the Nectar points that you are rightly entitled to, to be added onto your account.

rjg2bucks

In reply to your questions:

"I am the official company representative of Comet. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues." - So why did Comet Customer Service deny his exsistence?

"In relation to your query to Nectar Reward points, it is clear that you have experienced problems when trying to place your online order. Although I am sorry we are unable to do this directly for you due to system restrictions, after speaking with Nectar direct, they have advised that in order for you to receive the relevant Nectar points, they have asked if you could please contact them direct and inform them of the problems that arose when making your order. When they raise the transaction query with us we will duly accept and therefore allow the Nectar points that you are rightly entitled to, to be added onto your account."
* Nectar say they have no record of such a conversation
* According to Nectar - there is no such system - surely this could not have been written just to shut me up??????