can somebody help???

jimsmum

Im so sorry this is going to be long.
I introduced a friend to grattan in October , she then placed an order over the phone and asked the advisor if she would be entitled to the £15 off her 1st order and i would still get my free gift (Hinari breakfast pack).The advisor said yes and she placed the order.Order was delivered fine no probs.The £15 had also been taken off.
I checked my order status a few weeks later and the free gift wasnt showing so i called grattan to ask why it wasnt on it,the woman said she would sort it out for me.A week passes,still not showing so i phoned again and the girl said she didnt know but she would pass me on to somebody else who then said i was not entitled to the free gift as my friend had had £15 off her 1st order so i then told her when placing the order the advisor on the phone said you could have both,she said no you cant and the only way id get the gift was if my friend paid the £15 she had off her 1st order.So as the gift pack is worth £50,she paid the extra £15 so id get it.
She first ordered on the 4th of October,I was promised the gift by the 30th after all the bother.didnt come.phoned again.will be with you by the 4th of November.didnt arrive.phoned again.will be with you by the 17th again didnt arrive will be with you by the 4th of december.yep you guessed it didnt arrive,will be with you by the 17th of December.didnt arrive will be with you by the 4th of jan,ok so it still hasnt arrived and the product was showing out of stock for a few weeks and now is showing in stock and has done for a few days now.
Yep phoned them 10mins ago to be told the 4th of February,i told them its now showing as in stock,she said well it isnt.i told her i thought it was a disgrace and explained the situation to her,she said i can only tell you what it says on my computer.
Ive complained to them about this several times and they are not bothered.
Im getting irate now.:mad:
I told you it was long so if youve made it to be reading here,thanks:D
But please help!!!!!!!!!

jimsmum

anybody?????

Idontknow_2

hello,
I think you can best write a letter to the head office explaining it all and saying this has already cost you more of your time and money then the gift would be and be honest tell them how frustrated you are and how their company promises things.
I dont know how long you have shopped with them but you can always mention that so far it has been a great reward for you to introduce your friend to their company.
And if this is always the case you will need to think twice about introducing more friends to them or shop with them yourself.

Hope it helps a bit
lynn

16011996

i'd write to them, saying how very disappointed you are, see if you can get the managuing directors name (some clever people on here will know how to find it) .

there service is rubbish. i placed a first order, they had no stock, so cancelled it, but say that means i've an account, so i can't take up any new customer offers, although i never got my original one. taken 4 months to get them to shut the said account

jimsmum

thank you .i just hope somebody can give me the address now and help me a bit more with what to say. im so annoyed with these big companies.

Idontknow_2

At Grattan we want you to enjoy, and feel confident about shopping with us. In addition to our Security and Privacy Policies, we subscribe to a number of professional organisations, such as The Mail Order Traders Association and IMRG. These have all been set up to protect your interests as a consumer, and are an extra guarantee that all your dealings with us will be conducted in a fair and professional manner.
Grattan is a registered company, number 249001. VAT Number GB 557 1452 37

Registered Office,
Grattan PLC
Anchor House,
Ingleby Road,
Bradford BD99 2XG


Just get this back in their face

inkie

Be polite but firm in your letter - state that you were expecting X as per initial discussion with advisor, and despite several phone calls (dates if you have them) you are still waiting for them to fulfill their promise to you that you would receive X.
Finish of by saying something like you feel that you have now been waiting log enough and wish to bring some closure to the matter in the form of them confirming with you a date for delivery of X.

jimsmum

have written a letter to address provided above,thank you for all your help.
Ill post what happens when and if i get a reply,i will be sending recorded delivery.

thriftyjo

Have you pur Complaints dept / customer services on add - that generally gets your letter to where you want it to go.

Hope you get a good resolve from them.

thriftyjo

Have you pur Complaints dept / customer services on add - that generally gets your letter to where you want it to go quicker.

Hope you get a good resolve from them.

jimsmum

shall i just add complaints dept at the top of the address then????