Woolworths nightmare

Flyboy152

Woolworths_company_representative wrote: »

Hi freeonline,

Please accept my apologies for the trouble you have received so far regarding this order.

As this order was a misprice we do have the right to cancel the order up until we dispatch it as mentioned in our terms and conditions. However, as your order had been dispatched we would honour the original price.

The problems seem to have started when the item was dispatched. It seems as though the item was damaged when it was delivered into our depot, therefore was returned back to us. At this point you should have been offered a replacement at the same price you have originally paid for it. I can only apologise if you were not advised this at the time.

The reason you have been asked to order the item at the full price is that as the item was a misprice, when we place the order our system doesn't recognise the misprice (as it should have never been that price). When we go to place the order our systems don't allow us to change the price at the point of order unless there is a genuine price difference i.e if the item is on sale or has been reduced as part of a deal. As the £69 price should have never been online in the first place our system will not allow any of our advisors to change it at this point.

This is why you've been advised to order it at the full price, then contact us back when it's been delivered so that we can manually adjust the price. This would not be an issue as we could view the notes left on your account.

If you'd like us to look into this for you please email your account details to us at [EMAIL="help@woolworths.co.uk"]help@woolworths.co.uk[/EMAIL]. This email address is different from the email address used when you contact us through our website and we aim to respond back to you within a couple of hours.

Hope this information helps & once again, please accept my apologies for the service you've received from us.

Many Thanks

Chris

Woolworths Network Team

What if the customer doesn't have three hundred and seventy pounds to pay for it.

freeonline

Woolworths_company_representative wrote: »

If you'd like us to look into this for you please email your account details to us at [EMAIL="help@woolworths.co.uk"]help@woolworths.co.uk[/EMAIL]. This email address is different from the email address used when you contact us through our website and we aim to respond back to you within a couple of hours.

i emailed and got the same answer, I need to pay the full price then will be price matched.

I can't see the point of asking me to email you.

System

Flyboy152 wrote: »

What if the customer doesn't have three hundred and seventy pounds to pay for it.

I thought it had been clarified that the OP doesn't have to pay £370. As the OP themselves wrote

"They order it for me at the present price of £369. I pay them £69, they send me a statement for the order at £369, £69 paid. Once item received I need to call them so they adjust my account accordingly. Price match once item received. Apparently that’s the only way in this situation as the system doesn’t allow them to order it for £69. "

The only issue will be the customers account will at first say they owe £300, then the customer services will adjust this off. It doesn't appear to be complicated :wall:

Flyboy152

goater78 wrote: »

I thought it had been clarified that the OP doesn't have to pay £370. As the OP themselves wrote

"They order it for me at the present price of £369. I pay them £69, they send me a statement for the order at £369, £69 paid. Once item received I need to call them so they adjust my account accordingly. Price match once item received. Apparently that’s the only way in this situation as the system doesn’t allow them to order it for £69. "

The only issue will be the customers account will at first say they owe £300, then the customer services will adjust this off. It doesn't appear to be complicated :wall:

Really????

freeonline wrote: »

i emailed and got the same answer, I need to pay the full price then will be price matched.

I can't see the point of asking me to email you.

System

Flyboy152 wrote: »

Really????

Yep the OP has obviously misunderstood. The whole process is pretty straightforward.

freeonline

goater78 wrote: »

I thought it had been clarified that the OP doesn't have to pay £370. As the OP themselves wrote

"They order it for me at the present price of £369. I pay them £69, they send me a statement for the order at £369, £69 paid. Once item received I need to call them so they adjust my account accordingly. Price match once item received. Apparently that’s the only way in this situation as the system doesn’t allow them to order it for £69. "

The only issue will be the customers account will at first say they owe £300, then the customer services will adjust this off. It doesn't appear to be complicated :wall:

That's what I was told by the first adviser and it's recorded anyway but now they are asking me to reorder it at the full price. Different story.

System

freeonline wrote: »

That's what I was told by the first adviser and it's recorded anyway but now they are asking me to reorder it at the full price. Different story.

Have you got an account? If you have no objection to having a credit account then order the item for the full price, the statement will say £369. You will then phone up and they will adjust £300 off it. You will then only have to pay £69.

Woolworths_company_representative

freeonline wrote: »

I need to write in to the Customer Excellence, they don’t or can’t put me through as they don’t have the details of the case.

I was told yesterday that the offer is for me to order over the phone or online the item at the full price £369 then once item received and happy with it call so they price match it and refund the £300 to my card.

Judging by this commment I assume your account is what we call a "cash only" account. This type of account requires an immediate payment when goods are ordered. As advised, if you wish to order in this way and make the payment at the point of order we would be able to issue a £300 refund once you have received the wardrobe.

Not surprisingly that’s different from what I was told previously by another advisor, they said and it is even written in the note take payment of £69. I even told the adviser before so in the statement will show I paid £69 and the rest is due and will be adjusted once I received the order and call. Even told her, does that mean they open a credit account?

I can't comment on what you have previously been told by other advisors however I can explain the way our systems work. We can open the account temporarily as a credit account to allow the order to go through our system at the full price without you having to make any payments at the point of order. Once you've recieved the wardrobe you can contact us to make the £69 payment and we can then credit the account for the remaining £300 leaving you with a zero balance. If you no longer wish to have a credit account we can simply transfer it back to a cash only account. This whole process from order to delivery should take no longer than a couple of weeks (depending on the delivery timescale of the item).

They are saying system doesn’t allow us and that’s their excuse. Why they can knock £100 off the price but not £300!! Why other companies price match items and we pay the adjusted price!!

We wouldn't have been able to adjust the price of the item by £100 at the point of order as advised earlier, our systems wouldn't allow this. The £100 refund would have worked in the same way as I have advised in regards to the £300 refund; you'd have received the £100 when the wardrobe was delivered, not at the time of order. I cannot comment on the way other compaines work unfortunately.

Why I’m told different stories by different advisers!!!

In all honesty this would depend on which department you have spoken to. Our Customer Excellence department may have different permissions and be able to offer further assistance than our normal customer service advisors have. Also, this type of scenario is extremely rare therefore, each case has to be dealt with individually depending on the circumstances of the order. If you have a case open with our customer excellence I would suggest if you need to speak to us then to contact them directly regarding this to avoid further confusion and so that you don't receive different information from one advisor to the next.

However please feel free to email us at [EMAIL="help@woolworths.co.uk"]help@woolworths.co.uk[/EMAIL] and we can liaise with our customer excellence department directly.

Many Thanks

Chris

Woolworths Network Team

freeonline

I have no intention to open more accounts not even for 2 minutes. I can’t wait closing this one.

How your system works is not my business. I can’t buy the pricing error argument as you had enough time to realise such error and cancel, about a month from 22/03 to 18/04. Furthermore, the damaged item reason for cancellation is not a valid one, about a month (18/04 to 21/05) to realise item has been damaged and cancel the order is beyond believe.

The contract says and shows I purchased an item from you for the price of £69. The new contract will be showing the price of £369 regardless of what is going to happen after receiving it. I cannot accept such nonsense. The new contract should be an exact copy of the previous one with no alterations.

I cannot believe after all this torture by your company and your incompetent advisers and your outdated system that will be the answer.

If your department is unable to provide solutions then forward my case to whatever department you think they have the authority to do more but most importantly they have some sense when they reply. Customer Excellence, Directors office or the legal one or just provide me with a proper complaint email address.

Takeaway_Addict

freeonline wrote: »

I have no intention to open more accounts not even for 2 minutes. I can’t wait closing this one.

How your system works is not my business. I can’t buy the pricing error argument as you had enough time to realise such error and cancel, about a month from 22/03 to 18/04. Furthermore, the damaged item reason for cancellation is not a valid one, about a month (18/04 to 21/05) to realise item has been damaged and cancel the order is beyond believe.

The contract says and shows I purchased an item from you for the price of £69. The new contract will be showing the price of £369 regardless of what is going to happen after receiving it. I cannot accept such nonsense. The new contract should be an exact copy of the previous one with no alterations.

I cannot believe after all this torture by your company and your incompetent advisers and your outdated system that will be the answer.

If your department is unable to provide solutions then forward my case to whatever department you think they have the authority to do more but most importantly they have some sense when they reply. Customer Excellence, Directors office or the legal one or just provide me with a proper complaint email address.

Now you're just being silly...

I suggest you PM the advisor and ask him to call you so you can talk to the guy who is trying to help you and get this mess sorted.