Shop Direct, Marshall Ward

olly34

What ever you do, steer clear of shop direct companies, Marshall Ward, Littlewoods, Great Universal and Choice.

I was with Marshall Ward.

I had buy now pay later item, firstly I did not receive the goods, but as a signature was apparently signed for by house mate had no choice but to pay for it

I was then offered to pay in full to lose interest.

I paid the full amount on the account, which included the interest. This was September. Then 75.00 came onto my account, I have rung at least 20 times, each time put on hold and passed around. The total of calls was about 45.00.

Each time, I was told it had been passed to relevant department to sort out. Still it remained on the account I had requested to be closed. Ring several times again, and it would be sorted that week. Guess what, still not off my accoutn and now getting aletter warning me about not paying and also it was on my credit record.

I rang and rang and each time I got, they are busy and it could take 2 weeks, this had been 2 months now nearly, but someone would sort it.

Eventually today a girl knocked it off the account as I said I was not going off the phine until it was sorted, but this does not sort my credit rating.

This company is a disgrace and customer service is appalling.....not only did I not get the goods, i paid in full early and have now got a bad mark on my credit rating for it!!

I would get it sorted but noone willt ake your call.
:mad:

I warn you, they are quick to take your order, but will not help you sort any problems.

Kyresa

We are missing a lot of information from your post.

When did you allegedly "get" the item.
What did the proof of delivery you requested say? Could your Housemate back up that they had signed for the item?

When were you supposed to start paying for it?

When did you alert MW to the fact that you hadn't had the item?

Why weren't you checking your online tracking and immediately notifying them when it said "delivered" but you didn't have the item?

When you paid the full amount on the account, did you specifically tell them when you paid that it was to go for that particular item? If you didn't, then they don't allocate it, and charge interest from the date of ordering on the due date of the first payment (it's in their T&C's and has been discussed on here before by a few of us who were paying but not realising this!)

What are they saying this £75 is for? Goods? If so, surely you can prove you have paid?

(Having dealt with this co over a number of years, as long as you make yourself clear with their T&C's, they can be a useful way of getting an item "now" and paying for it over 11 months thereby not paying interest!)

olly34

I tracked the item from the start, firstly it said failed delivery even though no trace of them trying was made, then it was back at warehouse, and they said they would redeliver, 2 weeks later, same status, I rang them and they said they had lost the item at the depot and could not find it. Then status changed to delivered.

I have many deliveries from Littlewoods in the past signed for by house mate, it was all very bizarre. He claims not to have signed for it and Marshall Ward say he has.

I only had one item, so it is impossible not to allocate it to that one item. I rang them to pay it off and told them what I was doing.

The 75.00 added to the account, that appeared after I had paid the full amount on the account, was 75.00 (this was not the interest on Buuy now item, as it was worth 120.00 unless I was due to pay half price for it.)

They have acknowledged it was their error and not my fault, but 2 months on, I have been charged late payment fees and also had letters warning me and also my credit file has been faulted.

Yes I can prove I paid in full, they even have said its their error, but trying to fix it is a different matter. 2 months and still it remained until today. But this hasn't cleared my credit file.

Kyresa

Did you request the proof of delivery?

olly34

Yes, it had his printed name, hence why I paid for it, that isn;t the problem.

The problem is the customer service afterwards and the constant letters of threat to pay the money and the charges.

2 Months after paying in full and 15+ calls and mails and nothing sorted and a credit record now dinted is the problem!!

deanos

The only advice i can give is use the freephone number 0800 180000

Kyresa

Well what is this £75 you keep talking about? Because there must have been an entry on the statement as to what it's for?