Not so Ideal World, please help

vanemcbride

Hi this is my 1st post so please bare with me.

I ordered a Mattress from Ideal World online on 17th Sept.
Cost £99.99 + 14.99 p&p

I purchased under Flexi-pay for 2 payments, the 1st payment and postage has been taken from my credit card

This was a whilst stock lasts item so delivery could take 14 days.

I checked order on 19th Sept via online account, item had been processed and given estimated delivery date of 25th Sept. Yays earlier than I expected.

The 25th came and when no mattress (i work nights and stayed up all day for it). The Hermes tracking site showed order generated since 19th Sept.

On 26th Sept no change so I sent an email via web form & got a receipt email stating they would look into and would contact me. This has never happend.

I waited until Sunday 30th Sept then call the 0844 off shore call center number. To be told that there is a stock issue and that I would have to wait another 10-14 days. I asked to speak to a manager and was advised a manager would get someone to call me back. This never happened.

I called again on 2nd October to be told that the mattress were in stock and I would receive by Friday. I was unsure about his so I researched online and found an 01 number to call UK call centre.

1st thing the lady asked was when did I get the number (very hostile). I advised her of situation and she said that they were still out of stock, should be delivered by friday 5th Oct but chances would be the following Friday. When I advised I worked nights and could be messed around like this and that their customer services was appualing as I had already spent 40+ minutes calling them via mobile she said she would ring me back when despatched and would credit £5 back to credit card for cost of calls.

I recieved a generic letter dated 4th Oct, from Ideal World stating that there was a stock issue.

I had heard nothing by 12th October so I rang UK number again to be told that the item had been despatched and that I would receive it that day. When I said that I wanted the £14.99 delivery charge refunded she put me on hold to speak to a manager. Then came back and offered me a £7 good will gesture and asked if i would accept. I said no due to the hassle and stress this has caused me. I asked to speak to the manager so I could get the Managing Directors name and address, she advised me that the manager would call me back or email me. I asked to be emailed as I was going to a funeral and then onto work.
I never received the email. Neither did I receive the mattress.
I called the off shore customer services at 7pm (UK one shut) I was told that it looked like the courier had lost the mattress. OMG!!!
During 20 minute call he changed mind and said might be out for Saturday... You guessed it... no it wasnt. Hermes website shows it has been on way to courier since 03:14 an 13th Oct.

To cut a very long story short. I have not received the mattress I ordered on 25th Sept. I was under the impression there was a contract to deliver within 14 days. They have not. Ideal World has ivaded all attempts to get an realistic answer out of them. The final payment for mattress is due to be paid on 17th Oct and as of today the 14th I still have not got it.

Where do I stand?
Can I claim full postage amount back?
Should they have taken payment on 17th Sept when did not despatch until approx 12th Oct?
If mattress does show up ie tomorrow (im not holding breath) Can I claim compensation for the inconvience and complete lack of customer service?

Whats most irriating I have worked in Customer Service for over 10 years and bend over backwards for customers, especially under circumstances where the company has not met expectations. I feel so let down and this whole experience has left me exhausted, literally I have been falling asleep at work

Please, any help and or advice would be greatly appreciated.

jaycube

You still can contact with the customer care services and discuss your issue with the company or take the consumer right expert advice.

Pippin12

Sorry to hear about your experiences. I know what it's like to be messed around re delivery dates etc. It might be worth putting in a claim for compensation and/or appealing for a refund. Check out the following link which has some excellent advice http://www.moneysavingexpert.com/shopping/delivery-rights

unholyangel

As above, read the delivery rights article.

Put your complaint to them in writing (even by email). Make sure you keep a copy for your own records. You can also make time of the essence in your complaint letter. Basically just by writing something like (after detailing the dates they were supposed to deliver and have failed to do so) "I am now making time of the essence and expect to receive delivery no later than x date". You can also include a list of days/times you are available to take delivery.

You could also cancel under the DSRs, although that won't help you if you actually want the goods! Plus, if you cancel....the retailer has 30 days to refund your money.

pmduk

This is all too familiar a story with ideal world customer (dis)service.

vanemcbride

Hi, many thanks for replies. I've checked on OFT website and from there called the citizens advice line who gave me some legal eagle phrases such as breach in contract as well as sell of goods act and distance selling act. I took one of the templates off MSE and wrote at letter to the CEO Mike Hancox on 17th September as I never receiving call back on the 16th from Tina (what a shock). I posted letter 1St class recorded and it was signed for on 18th. I received a missed call from Daryl (God knows who he is) from ideal world at 10am on 23 Rd October . As I work nights and was asleep he had to leave a voicemail staying that he had my letter in front of him and wants to discuss it (I finally recurved mattress on 15th October and all I originally wanted was my £15 delivery charge refunding, as they refused this I'm also claiming compensation.) Daryl said that because I was unavailable at that time he would call me back between 4&5pm or even as late as 6pm. Surprise surprise he didn't call back! When he rang this morning from an 0203 number I tried calling back but the call disconnects before dialling and I have tried to calling the UK based customer services in Peterborough to see if I can get transferred to him but they have not picked up today. If I ever do hear back from Daryl I'm half tempted to say please contact me in writing as they are so.incompetent in using a phone (something I do for a living!!!!)

Slowhand

vanemcbride wrote: »

Hi, many thanks for replies. I've checked on OFT website and from there called the citizens advice line who gave me some legal eagle phrases such as breach in contract as well as sell of goods act and distance selling act. I took one of the templates off MSE and wrote at letter to the CEO Mike Hancox on 17th September as I never receiving call back on the 16th from Tina (what a shock). I posted letter 1St class recorded and it was signed for on 18th. I received a missed call from Daryl (God knows who he is) from ideal world at 10am on 23 Rd October . As I work nights and was asleep he had to leave a voicemail staying that he had my letter in front of him and wants to discuss it (I finally recurved mattress on 15th October and all I originally wanted was my £15 delivery charge refunding, as they refused this I'm also claiming compensation.) Daryl said that because I was unavailable at that time he would call me back between 4&5pm or even as late as 6pm. Surprise surprise he didn't call back! When he rang this morning from an 0203 number I tried calling back but the call disconnects before dialling and I have tried to calling the UK based customer services in Peterborough to see if I can get transferred to him but they have not picked up today. If I ever do hear back from Daryl I'm half tempted to say please

contact me in writing as they are so.incompetent in using a phone (something I do for a living!!!!)

..my eyes...will you pay for my glasses!:D

vanemcbride

Result! Was woken up just as i had nodded off by Daryl from Ideal World. After a short conversation, an apology and to be told they do not compensate for poor customer service. I have accepted a £24.99 refund from ideal world for cost of p&p and phone calls to them. If only their manager had given me the £14.99 p&p refund a week ago it would have saved them £10. Having said all that the funds are not in my bank yet so we will have to wait and see.

pmduk

If Ideal World compensated for poor customer service, they'd have gone bankrupt years ago, or brought customer service back to the UK