Anyone dealt with The Jigsaw Store or When Sparks Fly Ltd

janeysworld

I ordered from Jigsaw Store on Monday 13/12/10, phoned Monday 20/12/10 (it took a number of attempts before I got through) to see what was happening with my order to be told that they had e-mailed me on the Thursday to tell me they didn't have the items in stock and had refunded me.

I hadn't received an e-mail and I checked with my credit card company to see if the transaction had been refunded... what a surprise - it hasn't.

Oh and I had an e-mail after I spoke to customer service on the 20th to say the reason for the delay in me receiving my order is because of the adverse weather conditions ! (other internet orders with genuine companies have been delivered without a problem).

I have just e-mailed (21/12/10) [TEXT DELETED BY FORUM TEAM] and told them that if my credit card isn't refunded by tomorrow I will contact Trading Standards.

Wish I'd seen this discussion before I ordered... I only found it whilst I was trying to get through to Jigsaw and started to get concerned at not getting through so googled them and found this thread.

chocciemonster

I ordered Brio Trains set items on the 26th November with 48hour delivery..... Nothing.... I keep tryung to phone and get a recorded voice message [TEXT DELETED BY FORUM TEAM]

When_Sparks_Fly

Dear all,

I'm a representative of When Sparks Fly and just want to apologise sincerely for your individual concerns.

Please rest assured that we are legitimate and are doing everything possible to get orders out on time. As a small company, we know that customer service is the most important thing to get right (coupled with timely deliveries of course), however, have very limited resources to respond to all customers during peak periods. We are rectifying this by adding members to the team and implementing new IT systems to keep you fully up to date.

Please could anyone with concerns about their orders contact me at sales@whensparksfly.co.uk and I will contact you personally with an update.

At present, all online retailers (including Amazon) are experiencing delays due to the extreme weather. Nearly all orders have now been dispatched, with only a very small number of items unavailable, which are in the process of being refunded.

Best wishes

When Sparks Fly

DCFC79

When_Sparks_Fly wrote: »

Dear all,

I'm a representative of When Sparks Fly and just want to apologise sincerely for your individual concerns.

Please rest assured that we are legitimate and are doing everything possible to get orders out on time. As a small company, we know that customer service is the most important thing to get right (coupled with timely deliveries of course), however, have very limited resources to respond to all customers during peak periods. We are rectifying this by adding members to the team and implementing new IT systems to keep you fully up to date.

Please could anyone with concerns about their orders contact me at [EMAIL="sales@whensparksfly.co.uk"]sales@whensparksfly.co.uk[/EMAIL] and I will contact you personally with an update.

At present, all online retailers (including Amazon) are experiencing delays due to the extreme weather. Nearly all orders have now been dispatched, with only a very small number of items unavailable, which are in the process of being refunded.

Best wishes

When Sparks Fly

do you have permission from the mods to post as a rep of when sparks fly

abelai

I have recieved my goods from briotrainsets today so I very much doubt they are a scam but possibly not the most organised company.

In my experience they did answer my email (although it did get get filed as junk mail by bt yahoo) and they did answer my phone call, they also gave me the option to return by refusing the package to recieve a refund.

SheraBeg

I, too have had the misfortune to deal with this company, through "My Schleich" although "Sylvanian Families" also seemd to get a look in(!). I ordered some Schleiss figures from them on 1st December because they were listed as in stock and they advertise a fast delivery. The money was taken on the day of ordering and when nothing arrived by 17th December I managed to contact them to be told by "Mel" (with no hint of apology or acknowledgement of responsibility" that the "system" had failed to process the order and thekit was not in stock and there was no forecast for delivery. As the stuff was a Christmas present, I Emailed them to confirm cancellation of my order. "Mel" had promised to Email me confirmation of cancellation but did not do so and I then managed to get hold of them again on 20th December when "Duncan" verbally confirmed my cancellation. on 28th December the order was still shown as active and no refund had appeared I contacted them again on 28th and was told by "Mel" the cancellation had been processed but she couldn't check because the "system" was down. As of today (5th January) there has been no refund and the order is still listed as live. Based on their original failure to process the order, and their subsequent failure to honour every commitment made by them over the phone they would appear to be completely untrustworthy individuals who will do or say anything with no intention of following through. Some of you who have had no joy in contacting them might like to try contacting "mel@whensparksfly.co.uk" but don't expect any honest behaviour from them

SheraBeg

In fairness to “When Sparks Fly” I must now say that, following my last post and within 24 hours of emailing the address listed above in this thread, I received a telephone call from Duncan who has now cancelled the failed order and refunded the money debited from my credit card. It would indeed seem that they are genuine - it’s just unfortunate that they don’t seem to have been terribly well organised and their staff have been rather poor at following through on commitments made to customers who have contacted them about problems with their orders.
:beer:

Pemberton01

Interesting to read this, particularly the experience of janeysworl trying to purchase from The Jigsaw Store. It was myself who started this discussion back in September when jigsaw puzzles I ordered from The Jigsaw Store failed to arrive. I never received any replies to emails from The Jigsaw Store and they cetainly didn't answer the phone. The same situation when I tried to contact their parent company, When Sparks Fly. As I had paid by Visa Debit card rather than a credit card, I didn't think I would get my money back, but I read on one of the Forums how you could start a Visa Debit card dispute, contacted my bank and I'm pleased to say got my money back. As I say this was done through my bank, and cost me a lot of trouble and it took about 2 months to sort out. At no time did The Jigsaw Store os Sparks May Fly contact me. They are an absolute disgrace. Again my thanks go to the people on here who pointed me in the right direction.

janeysworld

Well... my credit card has been refunded but I have just checked my account with the Jigsaw Store and it still says my order is being processed even though they told me the order was cancelled and I asked them to confirm this.

Maybe my phone call to my credit card company / retailer disputes helped, I don't know.

I also spoke to Trading Standards who appear to be aware of this company but seem to think they are genuine and just incompetent rather than out to scam people... I'll reserve judgement on that one !

ukcobra

We have the same problem with ToyStars.com, who are under the umberella of whensparksfly.co.uk .

Their lack of customer service is appalling, they have charged us in December for an item on back order, it never shipped. They agreed to a refund when we eventually got through. That has n't happened after 3 weeks of waiting.

It's not possible to get through during their 9am to 2pm customer service window.

I am starting the dispute process with my credit card company.

This is a shockingly poorly run outfit in my view. I will not purchase anything from them again, and I would suggest others think carefully before making a purchase, as you may not get your goods and be charged like we were.