Very / Additions / Littlewoods - Shop Direct Group Ltd

sjaypink

Hi,

Does anyone here know how to escalate a complaint with these people?

I have been a Shop Direct Group Limited customer for about 6/7 years and have always been perfectly happy with the products and services.

For the first 5 years I used my Additions account a fair bit without issue. I was then moved over to Very and didn't have any problems there either although hardly used it TBH. However, I recently made an order that has proved to be an utter nightmare, which is still ongoing.

The phone staff are disinterested at best, downright rude at most other times. The issue is still not resolved, and I am now stuck on their online complaints form hamster wheel with the generic responses.

Although they are quick to respond, it is apparent that the online complaints team don't actually read the complaints, just look for flag words in order to generate the most relevant response. I want the matter personally looked into, not only that there are issues that need to be passed onto their suppliers, which is obviously being overlooked so far.

Can anyone help? I am utterly fed up with their customer service, and upon googling I see I'm not the only one of the opinion that they have gone completely downhill recently.

Thanks in advance

MikeyGe

The best person to write to would be Anthony Baldwin, Head of Customer Excellence at Shop Direct. If you ask his official address is:

Anthony Baldwin
Head of Customer Excellence
Shop Direct Group
Sandringham House
Sandringham Avenue
Chelmsford
CM92 1LR

However since according to his LinkedIn profile he is actually in Liverpool his address would be

Anthony Baldwin
Head of Customer Excellence
Shop Direct Group
Skyways House
Speke Road
Speke
Liverpool
L70 1AB

Don't write to Mark Newton-Abbot who SirMarcus would post are Mark Newton-Abbot isn't the bigwig at SDG

Failing that ring customer services and demand to be put through to the care team

Littlewoods

@ sjaypink

If you want to email your query along with all your account details to us at facebook@littlewoods.co.uk we'll take a look into the problems you are having and email you back directly.

Regards

Chris

Littlewoods Network Team

Equaliser123

Having dealt with Shop Direct's complaint procedure previously, the expression "Customer Excellence" is probably the most mis-named department ever.

suexf

Thank you for the addresses MickeyGe. I have just off the phone with Very who gave me the Sandringham Hse address & was concerned it was the right one as their website had a different address.
My complaint...
I got rid of some furniture a few days before delivery of the new items from Very after I was assured the week before my items were being delivered the following week. The furniture wasn't delivered nor was I contacted so I had to chase up the order. Many phone calls & e-mails over the past few weeks of being told they are just awaiting the stock from the supplier. Today my order was showing as cancelled online since 5th March & no one had the decency to even let me know.
A few weeks ago they replied to one of my e-mails with an insulting 10% discount to order a replacement if I did not want to wait for the items from the supplier.
Being the 2 items were in the sale for just £39 each & the alternatives on the website are a minimum of £100, the 10% was a ridiculous offer.
I also have had my account with Very for many many years with no major problems so am shocked & annoyed with this situation.
I usually stick up for Very & always recommend them to others but I now feel so let down & messed about by this last order that I will not even be using them again after this.

sjaypink

Thanks everyone :A

tobyjosh

I had a problem with an item I ordered from Littlewoods and got no where calling the customer service number so I used the email function in my online account. Eventually, after about 6 emails, they said they were passing my query to the "customer excellence" dept. I received a letter asking me to wait 28 days for their written repsonse.

That was 56 days ago and they haven't replied to any of my letters since the 28 days passed.

Quite frankly I don't know what to do. I call or email and get told the "customer excellence" dept is dealing with my query but they aren't doing anything. If I write it just gets ignored.

shopdirect_a_lie

i have being customer of shop direct for while now, this is the last time i will hopefully be using shop direct, my complain is that not be clear with information,
I have made a order that was on buy now and pay later, but month on I’m getting all kinds of charges and bad credit rating,
my account limit was £250, my first order was above that and was rightfully unsuccessful, my second order was £248 which did want through but now i’m being told that buy now and pay later did not go through with order, ok if buy now and pay later did not go through, that agreement of B2C of getting product and service in exchange for paying goodies later should also not have gone through. Why did I received the goods if buy now and pay later which i agreed on did not go through. Either buy now and pay later to be put on, or simply closed down my account now and return the goods.

shopdirect_a_lie

hi,

Why did I received the goods if "buy now and pay later" which i agreed to purchase with product, as our term should not change, term between us should not change, i agree with to purchase the goodies and service, and you can't turn around and say you are not entitled use the offer, and go ahead and do what you “shop direct” good at charges. If I’m not entitled to offer, I should not have received the goodies.:mad: now getting all kind of charges, I also do not have my phone number in your system, neither did I give you my phone number, I’m the one who’s calling and e-mailing, so for what reason I’m getting “Debt Collection Telephone Call Fee”, i will continue to complain and let customers know how you lie to them and make all kind of charges, and change term of agreement,, you can't have this and that once everything is done.

muffins22

shopdirect_a_lie wrote: »

i have being customer of shop direct for while now, this is the last time i will hopefully be using shop direct, my complain is that not be clear with information,
I have made a order that was on buy now and pay later, but month on I’m getting all kinds of charges and bad credit rating,
my account limit was £250, my first order was above that and was rightfully unsuccessful, my second order was £248 which did want through but now i’m being told that buy now and pay later did not go through with order, ok if buy now and pay later did not go through, that agreement of B2C of getting product and service in exchange for paying goodies later should also not have gone through. Why did I received the goods if buy now and pay later which i agreed on did not go through. Either buy now and pay later to be put on, or simply closed down my account now and return the goods.

Did you forget to tick buy now pay later the second time you tried to check out...? I'd just return the stuff and reorder it with bnpl.

shopdirect_a_lie

yh, i have and even was talking to when i was order, and also the first month was on buy and pay later, but shop direct like their money to come now then later and also with charge like £50, which so be more then order:mad:.