Shocking customer service

dooney

Hi everyone, here's my story!
I ordered a Morphy Richards Steam Generator Ceramic Iron one month ago from TJ Hughes online. After five days I recieved a steam generator iron with stainless steel sole plate (wrong iron sent). I contacted their customer service department who said they would send me the correct item out and arrange to collect the wrong iron. The next day the courier came to collect the iron. After 2 days I had not recieved an email about the dispatch of the correct iron, so I then contacted the customer service team again, to be told my iron would not be dispatched until the incorrect iron was returned to their depot. So another 3 days passed still no email or iron, I contacted them again to be told it was getting dispatched that day. Awaited email from courier, but yet again no iron. I contacted customer service again asked to speak to the manager reply 'in a meeting'. When talking to customer service I asked numerous times to check that the iron being re sent was indeed the correct ceramic iron, and was assured the ceramic iron was going to be sent. After another phone call I eventually recieved a email from the courier. I finally recieved the 2nd iron on monday and its the WRONG IRON again!
So, I contacted customer service again on Monday, to be told 'the manager is in a meeting', so I asked for the manager to phone me back. Still waiting for manager phone call. I contacted Customer service on Monday evening eventually spoke to team leader, who stated he would investigate it.
I contacted customer services this morning to be told there are sorry there is no ceramic steam generator iron, so they will collect the wrong iron for free! I have asked the team leader for a phone call from customer service manager as I am not happy, BUT i am not holding my breath as I am still awaiting a phone call from the manager I requested on Monday.
I am fuming after a month of phone calls to customer service, waiting for delivery and collection. They have offered me a refund for the original iron, and free collection of the incorrect iron.

Also the original iron I ordered is still on the website available to order.

I think TJ HUGHES customer service is shocking, all I wanted is my original order!

squeaky

Erm... ye-es

So are you asking for advice on what rights you may or may not have after all this upset, or just getting it off your chest?

I ask because we have a board especially set up so that members can warn others of companies with poor (or good) service.

This board (Consumer's Rights) will help you with what actions you might be able to take if you want to?

dooney

Hi, thanks for your reply, I wanted some advice and to warn others, however, the Manager has contacted me and said the ceramic iron is not available so I will be refunded the original amount and the iron will be collected.
How do I move to another board?
Thanks

squeaky

Good to hear that things have been resolved, even though you haven't got the iron that you wanted.

I can move these posts across to the "Warnings" board for you.

There'll be a "shadow/ghost" link on this board - and when you click on it you'll automatically be taken to your post on the other board.

dooney

Well, it not over yet! I recieved an answer phone message yesterday to say the iron will be collected today and I will recieve a refund on return of the iron, so now it looks like I am without an iron for another few weeks, as the funds will not be available until they recieve the iron in their depot.

dooney

Hi, can anyone advise me, I still have not received my refund for the iron. I have contacted customer services many times, they say they have received the iron back into their depot and I will be refunded however I have not recieved the funds into my bank. I seem to be getting no where when I phone customer services its just full of false promises.

thanks dooney

paddyrg

You need to send a letter via recorded delivery (an extra 74p) stating all the facts and dates unemotionally, just a list, and explain you are still waiting for your refund - if it isn't refunded to your card (paid by cheque/whatever) within 7 days of receipt of the letter you will have no option but to begin small claims court proceedings.

They should take that seriously, as court costs would mean they have more to pay in the end, and your case is watertight.

dooney

Hi Thanks Paddyrg, its looking like I will be putting your advice into action today. I gave them another chance to refund me last Thursday, after speaking with the Team leader I actually received an email saying I had been issued a refund, but yet again no money has been returned to me, i've just checked my bank account. I also now have a £11.50 telephone bill and refuse to phone them anymore!

Lesson learn't NEVER shop with TJ HUGHES AGAIN!!!

Does anyone know an email address for higher managment for T J HUGHES? I think I'll drop them an email !

vuvuzela

For future reference, if you need to call a company, use http://www.saynoto0870.com/search.php as it will give numbers that aren't 0870 etc - there are 0151 landline ones for them on there, that could have helped with your bill.

dooney

Hi, I sent the letter by recorded delivery and I have finally received a refund yipeeee!!!!

Thank you for your help much appreciated :j