Fuming New Look Customer Service

AndyNorwich

I placed an order for my girlfriend on newlook website ( ladies clothing) I rang in to ask where my order is as it was late and the man on the phone explained everything but admitted he was breaking the law because of data protection but continued to help me anyway.

He explained about the "bad weather" and postal backlog , I explained all other orders placed elsewhere were giving me order updates or emails warning about backlogs. He made me angry as he told me it was "common sense".

I asked the person for his name to lodge a complaint and guess what ....
He refused to give even his first name, i asked again and he refused and then put the phone down.

I wasnt rude and didnt swear . What can i do as when i rang back they told me they cannot take complaints over the phone and theres no record of who i spoke to

Jeff_Bridges_hair

a.wallace0106 wrote: »

I placed an order for my girlfriend on newlook website ( ladies clothing)

Well at least you got the lady part right - I bet she wouldve been pi55ed off with you if you had bought her mens boxers

fluffnutter

In the scheme of things, it doesn't really sound like the worst ever example of customer service. It's not like he called you a w@nker and threatened to kill your entire family. Why not just forget about it?

System

the thing is, as you yourself acknowledge the man admitted he was breaking the law by telling you this information. Then when you kick off at him and ask for his name he is obviously going to refuse as you could get him fired. Starting a personal vendetta about this bloke who was just trying to help sees a bit OTT!

pulliptears

when was the order placed? Bear in mind we had 1 day of Bank Holidays this week and 2 last.

shaun_from_Africa

I do wish that so many shops and businesses would stop trying to use the DPA in an attempt to avoid helping their customers.

There was no breech of the act here, and the sales rep simply couldn't be bothered helping.
The OP clearly stated that it was him who placed the order, therefore he has every right to ask about the delay in delivery and have this answered.

I placed an order for my girlfriend on newlook website ( ladies clothing) I rang in to ask where my order is as it was late and the man on the phone explained everything but admitted he was breaking the law because of data protection but continued to help me anyway.

Even if the order was placed by another person, there is nothing stopping someone from the company discussing delivery details with a third party.
The data refered to by the act is that which is personal information about a living person. It does not cover delivery information or similar data.

AndyNorwich

Thank you Shaun you actually read my post.

As for the person who said i "kicked off" obviously didnt realise I remained calm and corteous to the idiot on the phone

System

I don't see how you can call the man an idiot. He's done nothing wrong, its not his job to personally email and phone every customer to tell them that their order is delayed. That is obviously a company policy which I doubt he has control off. As for his "common sense" comment well he does have a point, everyone knew the weather was terrible and all deliveries were massively delayed (just look at the Amazon problems).

In addition if you placed an order in your girlfriends name then the order would be in your girlfriends name and most companies will only deal with the named person of the order. It may not be against the DPA but alot of companies don't risk it.

Plus You say you didn't kick off but asking for someone's name as you want to make a complaint is not what I would call courteous!

George_Michael

Plus You say you didn't kick off but asking for someone's name as you want to make a complaint is not what I would call courteous!

So you would totally ignore what you considered to be bad customer service and let the company or person concerned walk all over you then?
The expression commonly used where I come from is that "you need to grow a pair of *****" (if you are a man that is)

System

George_Michael wrote: »

So you would totally ignore what you considered to be bad customer service and let the company or person concerned walk all over you then?
The expression commonly used where I come from is that "you need to grow a pair of *****" (if you are a man that is)

Ah right complaining to someone's boss is acting like a man and shows you've grown a pair does it? You must be quite some man George!

If you had actually read the post you will see I am disputing the OP's claim they acted courteous as personally I do not believe that when you are speaking to someone, asking for their name so you can complain about them is courteous behaviour.

Anyway I don't really like responding to people like you! It was just such an idiotic statement I felt I had to!

George_Michael

Ah right complaining to someone's boss is acting like a man and shows you've grown a pair does it? You must be quite some man George!

If a policeman or traffic warden abused you then hid their badge number so you couldn't complain about them, that would be okay would it, because that is exactly what you are implying above.

I call it being sensible and standing up for your rights, and as far as I'm aware, anyone in the UK has the legal right to complain about a service or treatment they have received if they feel it was not up to a satisfactory standard.