Play.com are useless! Don't bother with them

HoofeHearted

I also didn't know that they had changed ownership. Been using then for several years, but I will never use them again.

Ordered a SatNav on 22nd Sept, notified that it had been dispatched 23rd Sept. Used the tracking no supplied and after a few days the status changed from "created" status to "invalid no.".

As the item was not received, I called Home Delivery Network querying the non-delivery and "invalid" status. They told me that they had not received the package from play.com

I went on their website and it says that you have to wait 21 days before telling them that your package has not been delivered. So I rang play.com using 01534 877595, instead of 0845 800 1020 and after some discussion they said that they would email me a claim form. A day later I received the email. I filled out the form, signed it and posted it the same day (1st Oct).

Nothing happened, so on 15th Oct (1st day I was able to use the online non-delivery form) I gave then the information again.

On 19th Oct, after nothing happened, I rang them again. The CS operative said that they had no record of me informing them of non-delivery. She said that she would email me a form. I told her not to bother, as I already had one and sent it to them. She asked me to send it again, by recorded delivery. By this point there was steam coming out of my ears.

I said that I would not re-send the form. She then agreed to put a note on my account, documenting the information I gave her and I agreed to re-submit my claim online.

Later that day, I received an email saying that the order was now cancelled and I would get a refund in a couple of days. I now have the refund today.

Whoever has taken over this company should hang their heads in shame.

WalkinX

So it's been over 5 days and still no refund. I ring them up and they claim they havn't recieved the return. I sent it at least a week ago if not more - they say I should've sent it recorded delivary but there are no instructions on the sight to do that!

I sent it first class via a post office, I have a proof of postage, they say to wait a bit longer but ho wlong do I wait?

I don't trust they giive their real names even how can I trust I'll get a refund?????

rainbowfairydust

I have used play in the past and have found their delivery times to be slow. I don't want to be waiting 2 weeks before i get my item.


I just stick to amazon these days .. they are much quicker & if anything goes wrong then the refund process is much easier & quicker...

bungle888

I used to use play.com, usually just Christmas time, therefore, the last time I would have used them would have been last Christmas lol...when were they taken over?? As I have never had any trouble with them

PeteMc

I'm not sure Play have been taken over by anybody as they still seem to be a privately held company with Richard Goulding and Simon Perree as the owners (as per 1998).

What has happended though is a decline in Customer Service when things go wrong. The Far East call centre is a general shambles (poor english speakers, unable to understand less common problems) and from my experience they make things up when the scripted answer is insufficient to satisfy the customer.

I still use them for low value items and hope the goods arrive and in working order.

What I can't understand is just as Play started being praised for their customer service they removed most e-mail address contacts and moved their customer service overseas. Since then criticism has become significantly more apparent on many internet forums than before 2009.

I just looked at my order history with them and out of a total of 600+ orders over 10 years the vast majority were between 2000 and 2008. I use Amazon, The Hut Group, Base etc a lot more now as pricing is keener and with Amazon, I found customer service is very good if a problem has occurred.

Saying all that I may psychologically never have forgiven Play when they started pricing all transactions in € (at a diabolical rate) even when you paid with a UK card but lived overseas.

dealer_wins

Cant say ive ever had a problem with Play. Even when I sent back an expensive bluetooth headset with the packaging ripped by mistake by me, they refunded without problem.

WalkinX

how long do I wait for my refund?

They must have the returned item by now.

WalkinX

They replied to one of the emails and said the refund should be with me within 3 working days so if it ain't here friday or monday I am going to be very mad indeed!!!

Melancholie

I've only used Play once. I ordered a Shakespeare DVD for use in a lesson and they sent me a lesbian porno film instead! Can't show THAT to the kids...

gord115

Melancholie wrote: »

I've only used Play once. I ordered a Shakespeare DVD for use in a lesson and they sent me a lesbian porno film instead! Can't show THAT to the kids...

What was it "Rachel and Juliet"