Comet nightmare!

fingerbob7

I just have to vent after several days of hell with Comet. I placed an order online on the 13th of November, Comet were offering (and still are if anyone's interested) 10% off all dishwashers, a saving, in my case, of £50. After I entered all my credit card details the website went blank and said there was a problem. I called Comet who told me it was OK and I'd receive a receipt in my emails the next day. Next day no receipt. I called again, I was assured it was all OK and a delivery was arranged over the phone. That night I got an email receipt- for 2 dishwashers! I called my credit card company. Apparently there was an additional order for 2 dishwashers and a washing machine, totalling £1200. Comet's customer services were closed when I rang. The next day I got them on the phone, to be told, yes I had ordered all these things. The washing machine was being sent to a different address. I got them to cancel the order, but they weren't even faintly apologetic. They also refused to keep the same delivery date and gave me a delivery two weeks later. I was, by then annoyed and worried about my card security. I called Comet to complain about the service and got a very rude woman who told me I was responsible for my card details being used by someone else( to order the washing machine) and that I should go to the police- it had nothing to do with Comet. Even though the order for the washing machine was placed at the same time as my other order, it couldn't possibly be a malfunction of their website. It was also my fault that I ordered 2 dishwashers! Which I didn't, I checked the amount at the time and I would have noticed 900 quid. She kept repeating the same thing to me, as though I were a moron. Unfortunately I was sick with flu, but still I persisted. In the end I demanded to speak to someone else. A sensible person working in fraud investigation at Comet finally confirmed that there had been a website malfunction, that I had placed my order correctly.

It's a long story but the point of it is this. I had to call six times, and my credit card company twice, cancel my card, have a new one sent, take a different day off work, have endless worry and stress, all for a lousy saving of £50. There was no apology, no compensation, and, no effort to accommodate my original delivery date. As it's my first time buying from Comet, I don't think I will ever return.

Techhead_2

In my opinion its far more likely that your computer is infected than that there is an issue with their site. No excuse for them being rude to you though.
I would get your PC thoroughly checked out before using it again.

Mk14:37

fingerbob7 wrote: »

In the end I demanded to speak to someone else. A sensible person working in fraud investigation at Comet finally confirmed that there had been a website malfunction, that I had placed my order correctly.

Pretty much blows away your opinion, TechHead. Are you a techhead in the same way that PC World's Tech Guys are computer experts?:rotfl:

Comet_company_representative

fingerbob7 wrote: »

I just have to vent after several days of hell with Comet. I placed an order online on the 13th of November, Comet were offering (and still are if anyone's interested) 10% off all dishwashers, a saving, in my case, of £50. After I entered all my credit card details the website went blank and said there was a problem. I called Comet who told me it was OK and I'd receive a receipt in my emails the next day. Next day no receipt. I called again, I was assured it was all OK and a delivery was arranged over the phone. That night I got an email receipt- for 2 dishwashers! I called my credit card company. Apparently there was an additional order for 2 dishwashers and a washing machine, totalling £1200. Comet's customer services were closed when I rang. The next day I got them on the phone, to be told, yes I had ordered all these things. The washing machine was being sent to a different address. I got them to cancel the order, but they weren't even faintly apologetic. They also refused to keep the same delivery date and gave me a delivery two weeks later. I was, by then annoyed and worried about my card security. I called Comet to complain about the service and got a very rude woman who told me I was responsible for my card details being used by someone else( to order the washing machine) and that I should go to the police- it had nothing to do with Comet. Even though the order for the washing machine was placed at the same time as my other order, it couldn't possibly be a malfunction of their website. It was also my fault that I ordered 2 dishwashers! Which I didn't, I checked the amount at the time and I would have noticed 900 quid. She kept repeating the same thing to me, as though I were a moron. Unfortunately I was sick with flu, but still I persisted. In the end I demanded to speak to someone else. A sensible person working in fraud investigation at Comet finally confirmed that there had been a website malfunction, that I had placed my order correctly.

It's a long story but the point of it is this. I had to call six times, and my credit card company twice, cancel my card, have a new one sent, take a different day off work, have endless worry and stress, all for a lousy saving of £50. There was no apology, no compensation, and, no effort to accommodate my original delivery date. As it's my first time buying from Comet, I don't think I will ever return.

Hi fingerbob7,

My name’s Andy and I’m from Comet.

I was very concerned to learn of the problems that you have experienced when recently placing an order on our website.

The service you have received is totally unacceptable and although I note from the information that you have supplied that it appears this has now been resolved, I feel our lack of ownership shown towards your issue to be inappropriate.

Therefore, although I appreciate that at this moment in time, you may have placed your order elsewhere, I would like to offer you the original discount in vouchers but would also appreciate it if you could email me your details direct at the link below which includes your purchase details so that I can fully investigate the matter and deal the matter appropriately. When sending your e-mail in please quote your forum username ‘sheffieldsaddler.’

https://comet.custhelp.com

Regards,

Andy

silverjay

There was definitely a glitch on the Comet website last week. I spent several frustrating hours trying to place an order online only for the payment to fail at the payment screen. When I finally did manage to place the order for a range cooker, I received a confirmation email, followed by an immediate telephone call from a very patronising sales person telling me that my card was not registered to my address. I then spent a very frustrating 10-15 minutes on the phone with her trying to convince her that the card used was registered to my address, the conversation resulted in my telling her to cancel the order and I would re-order.

Tried again several times to place the order online and every time the website failed on the payment page. I then telephoned to place the order and fortunately spoke to another sales lady who was more helpful and took the order and the same card number and address with no problems. I told her that I wanted the free delivery option of 29th November and whilst she was on the phone with me she said "I am just getting your delivery charge deducted". She then said that the order was in a queue and once the payment was authorised she would call me back with a confirmation booking reference. This was last Friday, since then I have been awaiting the confirmation call. I was just about to call Comet today when in the post arrived a confirmation of the order which has charged me £19.95 on top of the price of the range for the delivery.

Another unhappy customer here Comet.

fingerbob7

Comet_company_representative wrote: »

Hi fingerbob7,

My name’s Andy and I’m from Comet.

I was very concerned to learn of the problems that you have experienced when recently placing an order on our website.

The service you have received is totally unacceptable and although I note from the information that you have supplied that it appears this has now been resolved, I feel our lack of ownership shown towards your issue to be inappropriate.

Therefore, although I appreciate that at this moment in time, you may have placed your order elsewhere, I would like to offer you the original discount in vouchers but would also appreciate it if you could email me your details direct at the link below which includes your purchase details so that I can fully investigate the matter and deal the matter appropriately. When sending your e-mail in please quote your forum username ‘sheffieldsaddler.’

https://comet.custhelp.com

Regards,

Andy

Hi Andy from Comet,

Thank you for your message. I had a look at the link you gave me, it appears to be a generic Comet web page with hundreds of choices, no direct link to any person in particular, and no specific complaints or customer services email. None the less I sent the information into the ether, reference number 101117-000261.

You asked my to quote the forum name "Sheffieldsaddler" but that is not my forum name:cool:

Regards,

Fingerbob7

lalinchante

Comet?

Dirty word in my household too having been treated very badly over a faulty fridge freezer and losing loads of frozen food and not being compensated.

I shall never shop in Comet again.

Ever.

looby-loo_2

I'm another who never shops at Comet. They refused to exchange of refund a small clock which my son bought with his pocket money for my mum, cost about £2.50. It was their own brand and when we he gave it her it didn't work. He didn't keep the reciept (he was 6 year old) and they refused to believe I bought it just the day before. As it was their own brand it had to from them. The member of staff said, "Well how do we know he bought it, he probably pinched it and wants to make some money." He was 6 for goodness sake.
After that I only used Comet for research purposes but the staff are so irritating that I don't do that any more

fingerbob7

Comet_company_representative wrote: »

Hi fingerbob7,

My name’s Andy and I’m from Comet.

I was very concerned to learn of the problems that you have experienced when recently placing an order on our website.

The service you have received is totally unacceptable and although I note from the information that you have supplied that it appears this has now been resolved, I feel our lack of ownership shown towards your issue to be inappropriate.

Therefore, although I appreciate that at this moment in time, you may have placed your order elsewhere, I would like to offer you the original discount in vouchers but would also appreciate it if you could email me your details direct at the link below which includes your purchase details so that I can fully investigate the matter and deal the matter appropriately. When sending your e-mail in please quote your forum username ‘sheffieldsaddler.’

https://comet.custhelp.com

Regards,

Andy

I thought I'd post a follow up for anyone who's interested.

I responded to this message from customer services at Comet two days ago and sent my details, as requested to the link provided, but it was a general contact page with hundreds of combinations of options to choose. As I assumed, I've had no response, other than an auto generic email, promising a response in 24 hours. That was 48 hours ago. No one has contacted me. This compensation offer above has not been fulfilled.

Disappointing

fingerbob7

Since posting the above two hours ago, I suddenly received an email response from customer services at Comet. They have been very apologetic and helpful. They kept to their promise of sending me some vouchers as well as a refund of the 10% discount. Now I am feeling a lot happier that my distressing experience has finally been acknowledged and addressed. Thank you Comet customer services (and thank you MSE forum)

Comet_company_representative

silverjay wrote: »

There was definitely a glitch on the Comet website last week. I spent several frustrating hours trying to place an order online only for the payment to fail at the payment screen. When I finally did manage to place the order for a range cooker, I received a confirmation email, followed by an immediate telephone call from a very patronising sales person telling me that my card was not registered to my address. I then spent a very frustrating 10-15 minutes on the phone with her trying to convince her that the card used was registered to my address, the conversation resulted in my telling her to cancel the order and I would re-order.

Tried again several times to place the order online and every time the website failed on the payment page. I then telephoned to place the order and fortunately spoke to another sales lady who was more helpful and took the order and the same card number and address with no problems. I told her that I wanted the free delivery option of 29th November and whilst she was on the phone with me she said "I am just getting your delivery charge deducted". She then said that the order was in a queue and once the payment was authorised she would call me back with a confirmation booking reference. This was last Friday, since then I have been awaiting the confirmation call. I was just about to call Comet today when in the post arrived a confirmation of the order which has charged me £19.95 on top of the price of the range for the delivery.

Another unhappy customer here Comet.

Hi Silverjay,

My name’s Matt and I’m from Comet.

I was very concerned to learn of the problems that you have experienced when recently placing an order on our website.

The service you have received is totally unacceptable and although I note from the information supplied that you have since received your order confirmation, I am concerned with the lack of ownership shown and that you have not been contacted as previously promised by telephone.

Therefore please could you email me your purchase details direct using the link below, so that I can fully investigate the matter and arrange for your delivery fee to be reimbursed.. When sending your e-mail in please quote your forum username ‘Silverjay.’

https://comet.custhelp.com

Regards,

Matt