Play.com - what can I do?

swyer

Hi,

I ordered a DVD from Play.com as a gift on 1/6, received it on 6/6 and, on opening, my girlfriend found there wasn’t a disc in the box.

I initiated the return on 8/6, sent it back on 10/6 via Play’s Freepost service, but they’ve not acknowledged receipt.

I’ve phone three times, totalling about an hour on the phone, and each time they’ve promised a replacement will be sent the next day and I’ll receive confirmation via email, but I’ve not received a thing either way.

On Twitter they’ve told me to tweet @PlaycomHelp, but I get no reply whatsoever.

Technically, I’ve never received the goods I paid for.

What can I do?

All help is welcome.

trumpton

I would email them and write to them saying that they have failed to fulfil their contract so you want either an immediate replacement or an immediate refund. If it isn't forthcoming within 7 days, tell them you will do a chargeback through your credit card company and inform Trading Standards.

TBH, this is why I don't use Play anymore. Fine when it works, but a nightmare to deal with when there is a problem. I would never, ever use them for a large expensive item like a tv, or indeed any electronic product as getting it returned to them and getting the postage refunded is very difficult. In my experience, they will keep electronic stuff and take weeks to repair it rather than issue a replacement like Amazon would.

Frankly, I think they make returns difficult in the hope that people will just give up.

The last time I used them was when they were clearing out some printer ink. Ordered a double pack - when it arrived there was only one cartridge in. They were very cheap and returning it would have cost more than I had paid, and it was still much cheaper than buying a single cartridge in a shop, so I just put it down to experience.

When they had their email list hacked I cancelled my account altogether. Definitely no more Play.com for me as their customer service stinks.

squack

I have had a dvd 2 disc set before from play.com where the discs were completely missing from a brand new sealed item. they took my word for it and just sent me another one out. maybe they have changed this policy due to scammers etc :money:

johnnyboyrebel

swyer wrote: »

Hi,

I ordered a DVD from Play.com as a gift on 1/6, received it on 6/6 and, on opening, my girlfriend found there wasn’t a disc in the box.

I initiated the return on 8/6, sent it back on 10/6 via Play’s Freepost service, but they’ve not acknowledged receipt.

I’ve phone three times, totalling about an hour on the phone, and each time they’ve promised a replacement will be sent the next day and I’ll receive confirmation via email, but I’ve not received a thing either way.

On Twitter they’ve told me to tweet @PlaycomHelp, but I get no reply whatsoever.

Technically, I’ve never received the goods I paid for.

What can I do?

All help is welcome.

I wouldn't rely too much on getting an email confirmation when a replacement has been sent as Play's confirmations notoriously dissappear be it for a customer or a seller. There is every chance a replacement has been sent perhaps?

Do give it time though I think as they use second class post generally.