La Redoute - Absolute Nightmare!!

miss_eskimo

So I'm having an absolute nightmare with online company La Redoute atm, and reccommend that nobody else comes within any distance of even thinking about using them!

Here has been some of my troubles to date:

6th Sept - I try and place an order online, all items showing as "in stock" on the product page and at their certain (mostly sale) prices. However when actually getting to the basket the prices suddenly hike up anywhere from a few pounds to upto £32 difference! - So I call their customer services, and after explaining the issue get told no problem I can place the order on the phone with them... So I proceed to tell the girl the items I want, only to be given back the incorrect prices the basket was giving me. When I queried this the girl told me that I must be mistaken, I must be looking at different colours or sizes. NO I was specifically chosing the colours and in fact had screen prints showing that one colour was one price and another colour another (they change automatically when you select the colour). I was told that it must be a mistake on the site then and that they could not/would not honour the prices for me - I either had to order them at the higher price or not at all! Needless to say I told her where to go...

8th Sept - I decided to give it another go as the products were still online at those prices and not "fixed" so I rang again. Same answer, so I didnt bother.

11th Sept - I really wanted a few of the items and so decided to just order the ones with the OK prices and not bother with the ones that were "incorrect". Placed my order, order confirmation received "Your items are all in stock and will be dispatched within the next two days, you should expect your items within five days"...

15th Sept - hadnt heard anything still, and my online account said it was still "in progress" not "dispatched" as i would have thought by then! So I sat on hold for 1hr22mins before giving up in the morning, then again for 46mins in the evening before I had to go out. Sent an email to call me back ASAP.

16th Sept - still nothing, so tried ringing again. Rang a few times during the day, each call min of 45mins - no answer. Finally got through at about 9pm after 1hr 38mins on hold! Got told that they had no record of an order for me under my name, customer number or address and that due to some systems faults they lost alot of orders. But they'd be happy to re-place the order for me now? I said NO way, cancel it. I was informed that as there was no order TO cancel I needant worry... I followed this up with an email stating I wanted all of my details wiped from their system and my order cancelled and refund immediately if they had taken payment.

22nd Sept - finally got an email response! Stating they have no record of me, and that I can't have place an order with them.. This annoyed, but appeased me.

HOWEVER! 27th Sept - I get a call from my bank telling me I'm overdrawn! And that a £60something pound amount has gone through which I had no idea about. I couldn't get online until the next day (28th Sept), but found that La Redoute had taken payment from me for my non-existant order! I tried ringing in my lunchbreak, but surprise surprise no one answered. So resolved to trying again when I got home... Got home and my neighbour calls me over to say she has some parcels for me... And low and behold... La Redoute deliveries! Needless to say I was fuming by this point!! So I rang their CC department and after about 50mins I got through to someone who said she'd get a Team Leader to call me back within the hour... no call. Tried again on 29th Sept - Promised a call by the end of the day - no call.

30th Sept - I rang AGAIN! This time the girl seemed much more helpful, and indeed I got a call back from the Team Leader within about an hour or so. I was informed that YES there was a system error, however they managed to fix it and just processed all of the outstanding orders. However I apparantly should have been called to confirm this, and also contacted to say the items had been dispatched first... I didnt. She said she'd refund me my £3.99 delivery fee and alos give me £5 as a goodwill payment for my calls. I couldn't be bothered to argue, and gave her my card details to process this refund. She then said a courier would be with me within a couple of days to collect the other items and these would be refunded fully upon receipt...

Now, 4th October I get home from work to yet another parcel! And I've just checked my online banking and La Redoute have just charged me another £12 for an item and no refunds have appeared in my account! Also, no courier has attempted collection yet either! This time I chose option 1 for a new sale instead of customer care and magically I got through within one ring! I asked to be put through to the same Team Leader but was told she's in a meeting and would call me back by 7pm.. Which its a couple of minutes to now, so I'm not very hopeful this is going to happen...

Not really sure whats going to happen now, but I am so angry at the whole situation, and the hours upon hours of my time I've wasted on hold to their company is disgusting! I'm certainly going to be writing a letter to their directors when this is all over!

WILL NEVER BUY FROM THEM AGAIN AND DO NOT RECCOMEND ANYONE ELSE TO DO SO!!!

dmg24

I haven't got the energy to read your post, but would agree their customer service is shockingly bad.

Tracy2985

I used them once and returned the goods to them, then got a debt collection letter saying I hadn't paid for the goods. Iwrote to them and told them I had proof of posting and would gladly produce it in court...... guess what, I never heard from them again but also never used them again. I had the advantage because they didn't have my money.

miss_eskimo

Well they still haven't bothered to get back to me, and I've rung almost daily asking to speak with a manager and being told I'll get a call back within 1hr and nothing, this was Monday! Also no couriers turned up yet either! I have however got a written address for the general manager which I'll post when I get home.. However not expecting a prompt response!

Bonny1

I sympathise honey, I stopped using them a few years ago, for similar reasons..

terra_ferma

I know this is an old post, but I'm glad I'm not imagining things. Prices going up, website crashing, can't use vouchers they advertise on homepage... etc etc.
Placed and order which I never received, waited (only) 30min to speak to someone who just told me that they had been having problems with their system and that my order may turn up, or it may not. Then contacted by email and was told there was no order when I could see it on screen..
Luckily I have not received it, sounds like too much bother to be wanting their goods.

What a pity.