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Pets at home-bad service online and in real life!
lydiandrew
Posts: 27 Forumite
Hi,
I ordered a cat toy online and when it was delivered it didnt have the most important bit attached! I called up and complained and the guy I spoke to was very nice and gave me a 10% discount to spend on anything I wanted.
I then ordered some stuff via click and collect-all very nice and easy and was happy with it-some stuff wasn't available to collect but I could order online and benefit from free delivery too (I couldn't get it all delivered as some things didn't have that facility).
Got a phone call the day I was due to collect it and was told they didn't have some items. Ok I said, can you tell me what you haven't got so that I can decide what I want to do- she then proceeded to tell me what they did have then what they didn't have which on a long list of stuff got really confusing! (I didn't have the list to hand) I said ok we will still come to collect (I now wish I'd said don't bother!)
Went to collect the stuff and have a look round to see if we could find alternative items and found 3 of the 4 items sitting happily on the shelf! I also picked up a few other bits and pieces (as you do!)
I went to the check out and said (as stated on the click and collect receipt) that I was entitled to 10% off of all items due to the faulty item previously. I then got huffs and puffs from the server who called over multiple people who hadn't been there to listen to the situation who all said no you can only have it one thing. I had to listen to this multiple times and got stressed out (I didn't shout back or anything!) and just went with it figuring that I had had such a good experience about complaining before that I would just do that. I complained online via their electronic form and it states you will get a response in 48 hours-I haven't had anything back at all! I have e-mailed them since to complain about the initial complaint not being dealt with and another 48 hours have still not heard anything!
I'm so annoyed!
I'm considering writing a letter to head office with copies of receipts and click and collect receipt (as that clearly stated they had all items in stock anyway so don't understand the problem there either?!). I don't want to speak to someone (even though they were helpful before because it will undoubtedly cost me more in calls then its worth and I will just get myself all in a knot and forget what I've said/haven't said!)
Grr
Ok rant over!
I ordered a cat toy online and when it was delivered it didnt have the most important bit attached! I called up and complained and the guy I spoke to was very nice and gave me a 10% discount to spend on anything I wanted.
I then ordered some stuff via click and collect-all very nice and easy and was happy with it-some stuff wasn't available to collect but I could order online and benefit from free delivery too (I couldn't get it all delivered as some things didn't have that facility).
Got a phone call the day I was due to collect it and was told they didn't have some items. Ok I said, can you tell me what you haven't got so that I can decide what I want to do- she then proceeded to tell me what they did have then what they didn't have which on a long list of stuff got really confusing! (I didn't have the list to hand) I said ok we will still come to collect (I now wish I'd said don't bother!)
Went to collect the stuff and have a look round to see if we could find alternative items and found 3 of the 4 items sitting happily on the shelf! I also picked up a few other bits and pieces (as you do!)
I went to the check out and said (as stated on the click and collect receipt) that I was entitled to 10% off of all items due to the faulty item previously. I then got huffs and puffs from the server who called over multiple people who hadn't been there to listen to the situation who all said no you can only have it one thing. I had to listen to this multiple times and got stressed out (I didn't shout back or anything!) and just went with it figuring that I had had such a good experience about complaining before that I would just do that. I complained online via their electronic form and it states you will get a response in 48 hours-I haven't had anything back at all! I have e-mailed them since to complain about the initial complaint not being dealt with and another 48 hours have still not heard anything!
I'm so annoyed!
I'm considering writing a letter to head office with copies of receipts and click and collect receipt (as that clearly stated they had all items in stock anyway so don't understand the problem there either?!). I don't want to speak to someone (even though they were helpful before because it will undoubtedly cost me more in calls then its worth and I will just get myself all in a knot and forget what I've said/haven't said!)
Grr
Ok rant over!
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