PLAY.COM - Ho-Ho-Hopeless!

Bodymass

Was tempted to order from Play.com but going by my past experiences I decided against it. If you order anything it can take weeks to arrive even if it's been sent the next day.

Also, I hated the fact that they would print the contents and value of the items on the outside of the box. I heard this has led to numerous people opening their package only to find that it was empty (probably owing to someone taking an interest in the value emblazoned on the outside).

Scarpacci

Bodymass wrote: »

Also, I hated the fact that they would print the contents and value of the items on the outside of the box. I heard this has led to numerous people opening their package only to find that it was empty (probably owing to someone taking an interest in the value emblazoned on the outside).

To be fair to them, Play.com do not have any choice in that matter. As they're outside the EU, they're required by law to print a customs declaration on the package detailing the items and their value when posting to the UK. It's the same for all retailers based in the Channel Islands or further afield.

luxor4t

luxor4t wrote: »

....
30th November - ordered 5 items,
1st Dec (2), 2nd Dec (2), 8th Dec (1) - Items despatched
13th December - rang overseas call-centre, CSA totally unhelpful - repeatedly assured me items wd arrive "soon".
16th Dec - email to Play.Com, no reply yet
18th Dec -CSA finally accepted items were missing ... .

:eek: ONE item (despatched 18th December) has finally arrived!

One down, four to go ...!

JamesK10

Don't forget to let us know what condition they were in as well, if they're so tatty you can't use them as presents that's another cause for complaint.

I've just been lucky with the post in my area if I've only had the one item nicked in transit but it's a tragedy that the customer service managed to become even worse after such a big conglomerate took them over.

xxJudexx

The majority of my transactions with play are fine, items could be packaged better but nothing has ever been damaged. If, however, you have a problem their custo er service seems to be the worst ever! Like someone said previously if you ask to speak to a supervisor/manager ey never seem to be available.

My sister ordered something in the middle of October, two weeks later the wrong item arrived. She oboes up that day and they said she would have to return the item and then the correct would be sent out, she was told she would be emailed a return address. Two weeks later no email, so after another phone call they said the email had been sent. Three weeks more later stil no email. By this time my sister was ready to give up so I took over!
Iphoned and said how we had been waiting for over a month and have no been able to return the wrong item and this is meant as a birthday gift so time is running out. They said they would send me an email, I said that's not good enough because these emails do not get sent. I told CS that I wanted to speak to a manager, CS say they don't have a manager then they say the manager is not in, then the manager is on another call. CS kept changing her mind! I said I will wait on the phone until the manager is free, 20 seconds later manager comes on the phone and puts the correct thing on order for free for me.

It took sooooo long to sort out and I think people less strong willed would have given up! But just stick to your guns and things should get sorted

Fibe2005

And finally... to finish the run of moans about Play.com; my refund arrived fresh and sparkly in the bank this morning.:) It doesn't make up for the angst caused by not having the gift of choice (there are no pink DSis on the high street) but at least the refund means that the credit card will balance up again!
Buyer beware... no more Play.com for me. I'm sorry I ever left you Amazon - can you ever forgive me?
:xmastree:

luxor4t

luxor4t wrote: »

.....30th November - ordered 5 items,
1st Dec (2), 2nd Dec (2), 8th Dec (1) - Items despatched
13th December - rang overseas call-centre, CSA totally unhelpful - repeatedly assured me items wd arrive "soon".
16th Dec - email to Play.Com, no reply yet
18th Dec -CSA finally accepted items were missing ... then dropped the bombshell - I am supposed to wait until they investigate before my order is replaced ....

luxor4t wrote: »

:eek: ONE item (despatched 18th December) has finally arrived!

One down, four to go ...!

Two more today ... and two at the RM depot as didn't fit through door.
PHEW! order complete, 23 days after ordering. All (so far) in good condition.
Thank you and goodbye for ever Play.Com.

Chrissyt

heart_free wrote: »

My son ordered yesterday off play.com. For some reason Play have dulpicated his order and taken the money twice - putting him overdrawn at the bank. They didn't add an extra item to his order - they made a completely duplicate one with a seperate order number! My son discovered the error straight away and rang them to cancel the one order. He was told that he couldn't cancel it and that he would have to wait untill he recieves the goods, and then return one for a refund. He tried asking to speak to a supervisor, I tried talking to them on his behalf and asked to speak to a supervisor. Guess what - none were available. Finally after being on hold for over 75minutes they cut him off.

Early this morning (1.00am) they sent 2 emails confirming that each of the orders had been despatched.

I've had to lend my son money to pay into his bank to try and prevent him geting too many bank charges, as unfortunately he was made redundant 3 months ago. He's struggled to get christmas presents for his loved ones, and problems like this just add to his worries.

Its about the worst customer service I've come across. And looking on their facebook page we're by no means the only ones to experience this!

Shame on you Play.com

(By the way ChrissyT would love some contact details if you have them)

Hi, here's the details I have for direct PLAY.CO*K muppets I have had the mis-fortune to have ever come in contact with, the are thankfully UK based, in Cambridge so you might get some joy. Sounds very much like you've had the same experience I've had to ensure too, hope you get some joy.

[EMAIL="Kris.Thomson@play.com"]Kris.Thomson@play.com[/EMAIL] tel 01223 484284
[EMAIL="Claire.Westbury@play.com"]Claire.Westbury@play.com[/EMAIL] tel 01223 484285

Good luck and don't give up !!

vyle

Fibe2005 wrote: »

And finally... to finish the run of moans about Play.com; my refund arrived fresh and sparkly in the bank this morning.:) It doesn't make up for the angst caused by not having the gift of choice (there are no pink DSis on the high street) but at least the refund means that the credit card will balance up again!
Buyer beware... no more Play.com for me. I'm sorry I ever left you Amazon - can you ever forgive me?
:xmastree:

It may be a bit late now, but there's no point in buying a DSI now, seeing as the 3DS is near enough the same price, and no games are being made or released beyond february for the DS (except possibly shovelware, but who wants that tripe?). Might as well get a 3DS for DS games that are already out, and new games that come out over the next five years. It's a bit like buying an analogue TV on the eve of the digital switchover.

Mancunian

what the hell has happened to Play? I've ordered loads of times over the years with no problem but now! AAARRRGGGGHHHHH.

bought an £85 item on 15th November but I never received it. I have emailed them several times only to be constantly get this response:-


From: "orderissues@play.com" <orderissues@play.com>
To: ##############
Sent: Monday, 16 January 2012, 11:23
Subject: Re: 15 November 2011 Order no: 266107054 Item price: £85.79


Thank you for your email.

We are sorry to hear that you are having problem on your order for Altec Lansing Octive MP 450 iPad Speaker System with Dock.

We are extremely sorry to hear that you are not entirely satisfied with your recent experience of using Play.com. Our intention is for every customer to enjoy helpful and efficient service and we sincerely apologize if this has not been achieved on this occasion.

Please be advised that we are still checking the details on your account and rest assured that we will notify you via email once the issue has been resolved.

If you have any further queries please consult the FAQ section of our Help pages. Alternatively you can contact our Customer Support Team on 0845 800 1020 (UK only) or +44 (0)1534 877 595 (outside UK). Our opening hours are 9am - 8pm Monday to Friday and 9am - 5pm Saturday and Sunday.

Please accept our sincere apologies for any inconvenience this may have caused you and thank you for your patience and valued custom.

Kind regards,

Customer Support Team
Play.com


What do you reckon my next step should be? £85 is quite a lot to be out of pocket for for 2 months.

It is Rakuten (on their logo)that have bought them and !!!!!!ed them?