KAndco failing to collect goods.

xmaslolly76

Hi
I'm not sure what we can do but this is driving us nuts so hopefully you ladies and gents can help.

I have been trying to return some goods to KAndco 2 items are small so ive given up on their collection service im just going to drop them at the local collect point. The 3rd item is a sewing machine and the collect point can't accept it as its to big. We have now arrange 4 separate collection dates for this item and their couriers have failed to turn up. In between these dates the courier has delivered something else and I asked him directly to take them which they always have done before but he refused.

My question is what can I do I seem to be hitting a complete scripted brick wall with customer service who just reel off the usual shpeal saying all they can do is rebook it. But that's not good enough we have wasted 4 whole days between us now sat in waiting for their useless couriers to turn up.

The other thing is this item is sat on my account taking up my credit and I will be expected to start paying for these things on the next statement.

Thanks for any help it will be very much appreciated.

wealdroam

xmaslolly76 wrote: »

...I seem to be hitting a complete scripted brick wall with customer service who just reel off the usual shpeal saying all they can do is rebook it. But that's not good enough...

What do you expect/want customer services to say?

Have you read MSE's Failed Delivery article?
I know that you are not talking about a failed delivery, but the principle is the same.

Forris

xmaslolly76 wrote: »

Hi
I'm not sure what we can do but this is driving us nuts so hopefully you ladies and gents can help.

I have been trying to return some goods to KAndco 2 items are small so ive given up on their collection service im just going to drop them at the local collect point. The 3rd item is a sewing machine and the collect point can't accept it as its to big. We have now arrange 4 separate collection dates for this item and their couriers have failed to turn up. In between these dates the courier has delivered something else and I asked him directly to take them which they always have done before but he refused.

My question is what can I do I seem to be hitting a complete scripted brick wall with customer service who just reel off the usual shpeal saying all they can do is rebook it. But that's not good enough we have wasted 4 whole days between us now sat in waiting for their useless couriers to turn up.

The other thing is this item is sat on my account taking up my credit and I will be expected to start paying for these things on the next statement.

Thanks for any help it will be very much appreciated.

The courier is wrong. They are able to take catalogue returns even if they haven't been pre-booked. The only problem would be if the item was large and you were asking the Neighbourhood Courier (the one that uses their own car, as opposed to the van driver) to collect it.

KandCo_Company_Representative

Hi xmaslolly76,

We sincerely apologise that your items have not yet been collected.

If you could email your details to Contact_kandco@kandco.com putting 'collection' in the subject box we will be happy to look into this for you and get your items collected.

Many Thanks

Layla
K&Co Company Representative

xmaslolly76

Wealdrome. I would like them to phone the courier, have a conversation with a human being who can make sure the collection is on the drivers list and that its prioritised and is done without further delay. Emails are easily ignored and often are if they are complaints it's a lot harder to ignore someone on the phone. Thank you for the link I had read it but wasn't sure it applied for collections as well it will be very useful if it does

Forris to be honest I think he just couldn't be bothered he made an excuse that he didn't have his labels with him in the van. My local driver was brilliant but has not been working for the last couple of months and his replacement is unpleasant and unhelpful. If your not personable then I do believe you shouldn't take a customer facing job but that's just my increasingly strange logic. Thank you for your reply.

Layla I have sent an email I look forward to your speedy response.

Helix

Shop Direct Group (which KandCo are a part of) get very defensive of Yodel because they own them. I stopped ordering from all Shop Direct Group companies because they are so unhelpful when it comes to delivery problems.

Gemma__3

wealdroam wrote: »

What do you expect/want customer services to say?

Have you read MSE's Failed Delivery article?
I know that you are not talking about a failed delivery, but the principle is the same.

When you book a collection via the courier you are told its not gaurrenteed and return via the post office or collect+ if possible.

Customer services can only rebook. Realistically return via another method is best when it comes to SDG returns

Gemma__3

Forris wrote: »

The courier is wrong. They are able to take catalogue returns even if they haven't been pre-booked. The only problem would be if the item was large and you were asking the Neighbourhood Courier (the one that uses their own car, as opposed to the van driver) to collect it.

The courier isn't wrong, They can refuse to accept returns if its not on the job sheet.

xmaslolly76

Gemma_ wrote: »

When you book a collection via the courier you are told its not gaurrenteed and return via the post office or collect+ if possible.

Customer services can only rebook. Realistically return via another method is best when it comes to SDG returns

As I said above the item is too large to use one of their other methods of return so it has to go via their courier and I refuse to pay to send it to their depot myself just because they are to incompetent to organise their own couriers.

Although the service isn't guaranteed you would expect that they could manage to get someone here after 4 separate bookings 2 of which supposedly had priority emails sent with them. Am I really expecting too much, has customer service really become so bad now that we should expect to put up with these kind of standards.