Play.com -----> complaint

MissDazzle

Complaint regarding play.com!!!!

I placed a large order on play.com and payed extra for 1st class delivery in time for Christmas!

I wanted to add two additional items to my order (as these got misplaced) without being charged postage again.

Previously they have been able to add my additional items and not charge me extra for postage however suddenly no one is able to do this in their customer service department!

What customer service??????? I spent 55 minutes on the phone including speaking to the manager and for nothing just a waste of time!!!!

Defiantly order using a different website if you can rather than play.com!! :mad:

What other problems have people been experiencing?

arcon5

This time of year I wouldn't be holding my breath Royalmail will deliver intime. I've had one parcel delivered in 3 days and another 14 days (dispatched same day)!

What was the time gap between wanting to add items and ordering? Although tbh many large companies won't amend an order once it's been put through as it may well be well in their production line. More recently a Debenhams customers couldn't update her address same day as ordering.

Scarpacci

Many retailers can't accept alterations to an order once it's begun processing and I imagine many would alter the postage if they do. How "previously" are we talking when they would add stuff to your orders? Because until recently Play.com did not offer any paid delivery services, it was always free, so it's likely they would just create a new order for any additional stuff you wanted.

While your experience phoning them is obviously not good, in my opinion you are probably expecting too much from them to amend the order like that.

somethingcorporate

Who's error was it missing the items off originally?

If it was yours then I don't think it is reasonable to expect them to be able to do anything about it once the wheels are in motion.

Mark_Hewitt

So they've changed their policy - which they are entitled to do. What's the problem?

dshart

I ordered the limited edition Harry Potter complete set Blu-ray & DVD from Play and paid for the express delivery to ensure I received it in time for Christmas as it is to be a present. I ordered on the 12th and was starting to get a bit worried as I had not received it by the weekend, especially as a similar item ordered from DVD.co.uk where there was not an option for express delivery ordered on the same day arrived before the weekend.

Anyway today it turns up and guess what, they have sent the wrong item. They sent the ordinary Blu-Ray version rather than the limited edition version but still charged for the limited edition version. I called them up dreading the hassle I was going to have to go through to get the correct item especially with the limited time left now till Christmas, but I was pleasantly surprised that I got through on the phone after only a 10 minute wait. The lady I spoke to initially tried to say that they would arrange the correct item to be sent once the wrong one had been received back but once I explained the limited time and that it was their mistake she agreed to send the correct item out in time and arrange collection of the wrong item.

I have yet to find out whether they can keep their promise to have the wrong item collected tomorrow and have the correct item with me in time, but at least they were positive on the phone which has left me feeling a bit better about their customer service.