Smyths - shockingly bad service, over and over again. AVOID!

**dancingbutterfly**

Hi guys,


I just thought Id warn people of the shocking ''service'' I have received buying a go kart from Smyths toy superstores online.

On the 16th of this month I placed an order online for a green huffy machine, £85 taken from account, I received email confirmation that delivery would be for the next working day. Fantastic!

The monday came and what was delivered was a bright pink go kart, not so good for my 6 year old son, So I refused delivery and quickly called the customer services number. After 3 hours of trying I got through to someone In Ireland who said that they would contact the warehouse and get back to me. Which annoyed me as I was worried that I wouldn't receive the correct item in time for christmas!

I was called back 4 hours later saying that I would receive the correct item the next day. Great....lets try again.

The next day (the 20th) I received the item I ordered and hid it under sheets In our utility!

Christmas Eve arrived and 7pm my husband and I started to assemble the giant thing! We managed to put the frame together (after 1 hour of hammering and my husband even popping to his work to get allen keys that weren't in the box as written!) We then realise that there were no PEDALS in the box. On further inspection we found that it was missing the pedals, the big bolt which holds the seat onto the frame, many other bolts which attach frame and pedals etc, the allen key and we also realised that the wheel was infact BROKEN. The outer plastic casing was totally shattered.

I got really upset as this was my sons big present, we only spend £150 on him and this cost over half of this there was not many decent toys to play with. He had hardly anything to open and I was really, really angry....:mad:

He knew he was having a 'big' present and was dissapointed when the morning came that he did not have this.

Anywho as it was so late on christmas eve we could do nothing about it and finally today their 'call centre' opened. I eventually got through to someone who really couldn't care less. As I told him how angry I was at this double c***-up he said nothing and actually had to tell him what I wanted him to do.....I told him I wanted him to speak to his managers as I wanted a partial refund of what Id paid, as after 12 days since ordering and a lot of anger I still dont have what I ordered :mad:

Yet again I had to wait while the warehouse was contacted.

I was called back this afternoon to be told that I should receive my replacement. I had to ask when, hopefully tomorrow or the next day and the useless one will be collected.

I asked about my compensation/partial refund to be told that he would have to ask his managers.....he didn't listen to what I had asked him earlier in the day :mad:

I haven't heard back.

Sorry this is so lengthy! I really hope someone from Smyths reads this as it is totally unacceptable. I wrote 3 times on their facebook page and was totally ignored while other posts were answered.

I am really angry and if anyone has the CEO's email or phone number i'll be very glad of it.

I will NEVER ever use them again.

db

Jeff_Bridges_hair

I can understand your frustration and anger at the way you percieved you have been treated but in defence of any big store in the run up to christmas most will probably get one or two orders wrong - its human nature. And they dont open all the boxes of all the toys they have to make sure they have the correct parts - thats the job of the people who make the toys - so you cant blame them for that really.

The CS part does sound a bit shoddy but Im not sure a partial refund is in order - maybe a goodwill gesture in a discount off your next purchase but i guess that would be useless to you if you're not going to shop there again.

sunshinetours

Hope you get it sorted but also a lesson to all not to leave assembly until last minute of large toys. Aren't you supposed to notify of mistakes within a few days of delivery in terms and conditions?

Hopefully they will restore your faith by providing a goodwill gesture. Not sure why you would get a refund unless you are giving it all back

Make your complaints factual to be more effective as if its like your post its full of emotive words and irrelevamt information ("only gets £150 of toys" for instance!)

**dancingbutterfly**

Jeff_Bridges_hair wrote: »

I can understand your frustration and anger at the way you percieved you have been treated but in defence of any big store in the run up to christmas most will probably get one or two orders wrong - its human nature. And they dont open all the boxes of all the toys they have to make sure they have the correct parts - thats the job of the people who make the toys - so you cant blame them for that really.

The CS part does sound a bit shoddy but Im not sure a partial refund is in order - maybe a goodwill gesture in a discount off your next purchase but i guess that would be useless to you if you're not going to shop there again.

Yes I definitely WONT be shopping there again! Thank you for your comments.

sunshinetours wrote: »

Hope you get it sorted but also a lesson to all not to leave assembly until last minute of large toys. Aren't you supposed to notify of mistakes within a few days of delivery in terms and conditions?

Hopefully they will restore your faith by providing a goodwill gesture. Not sure why you would get a refund unless you are giving it all back

Make your complaints factual to be more effective as if its like your post its full of emotive words and irrelevamt information ("only gets £150 of toys" for instance!)

It was only sat unopened for 2 days and according to Smyths terms and conditions I have to notify within 30 days of receipt with a defective item.

I think it is totally relevant that I mention how this present was a large chunk of my sons overall spend. Because if money was not an option or I have a lot of money spare then I would have been able to buy another elsewhere while this problem was rectified.

I agree I should have kept my complaint concise but I was very angry at the time.

And the matter is still not resolved, it should have arrived today they told me when I called but it hasnt even left the warehouse! So hopefully it arrives tomorrow....sigh.

Thank you for your comments sunshinetours

Next year i'll buy instore elsewhere and assemble and hide!!

sunshinetours

**dancingbutterfly** wrote: »

It was only sat unopened for 2 days and according to Smyths terms and conditions I have to notify within 30 days of receipt with a defective item.

I think it is totally relevant that I mention how this present was a large chunk of my sons overall spend. Because if money was not an option or I have a lot of money spare then I would have been able to buy another elsewhere while this problem was rectified.

I agree I should have kept my complaint concise but I was very angry at the time.

And the matter is still not resolved, it should have arrived today they told me when I called but it hasnt even left the warehouse! So hopefully it arrives tomorrow....sigh.

Thank you for your comments sunshinetours

Next year i'll buy instore elsewhere and assemble and hide!!

My badly worded comment was meant that when you write in formally to complain (don't just phone) make your complaint concise and omit non relavant facts to your actual complaint to their service. What you chose to spend is not relevant to their service that was the point I was making. Delivery of wrong item, no call backs, lack of customer service response, delayed further deliveries are all relevant points the rest is merely your 9understandable) emotions

**dancingbutterfly**

Thanks sunshinetours.

I will definitely write a letter, especially now as I have just received the 3rd replacement which is also broken!!

angry much!

marywooyeah

that sounds awful! now you've had 2 broken ones I wonder if there is a fault with a whole line of the actual go karts.

**dancingbutterfly**

Its awful isnt it!

Ive spent all morning trying to get through to them on the phone to no avail. I don't want a replacement now, I would like some money off and be done with it.

Ive called the manufacturer direct who are sending me the replacement part so i'll stick that on and get my little man on it!