Fuming with Littlewoods

samuela66

HI

I have to vent my fury somewhere and hope that someone can help me get my point across to Littlewoods.
I bought a top for £30, they had sent me a £15 off £30 spend, so the top cost £15 after discount, I immediately paid the other £15 off my account, after handwashing the garment and going to wear it again it had shrunk, it was like a thick lace with a cami underneath, the cami was longer after being handwashed in cool water, it looked stupid.
I called up and was asked to post it back and they would look into it, after about 3 weeks my account was credited with £15 no offer of an exchange or anything.
Saturday I received a parcel, nothing in it just the top I had sent back, how strange I thought, today I logged into my account, they have billed me £30 for the top, £2 to post it back to me and a further £1.95 admin charge, so for my top that cost me £15 I now owe them £33.95:eek:
I called customer service absolutely livid as I cannot wear the item plus its costing me double, I was on hold for 25 minutes and they chap just didnt understand my point, he said someone will call me this evening within four hours of my complaint, so that should be by 8 tonight, can anyone help me explain to Littlewoods why I am so angry about this because they just dont seem to understand...............................rant over:p

thanks
sam

gunsandbanjos

They sent you back the faulty top and charged you again? That's a bit crap!

SimonSays

You hit RCU. Theyve examined the top and deemed it to be user fault/misuse/no fault but returned as faulty.

The £3.95 is to return it back to you and for their work parceling it up.

Ring up and ask for returns compliance in Aintree they can sort this.

Takeaway_Addict

gunsandbanjos wrote: »

They sent you back the faulty top and charged you again? That's a bit crap!

Only if the fault wasn't down to the OP, if it was then absolutely fair to do.

gunsandbanjos

Takeaway_Addict wrote: »

Only if the fault wasn't down to the OP, if it was then absolutely fair to do.

But they charged her again without giving the initial discount she was entitled to.

preable

I would go crazy over the phone if it happend to me.

Takeaway_Addict

gunsandbanjos wrote: »

But they charged her again without giving the initial discount she was entitled to.

They credited her the £15 so yes they should only have charged this again as she used a discount.

ThumbRemote

Takeaway_Addict wrote: »

They credited her the £15 so yes they should only have charged this again as she used a discount.

Surely crediting the £15 is them accepting the return, after which the matter is closed. They can't then decide to sell the same faulty item to the OP for a sum of their choosing!

It's like taking a faulty TV back to Currys, getting a refund, and then a week later them sending the faulty TV back to you and charging your card for it again.

KILL_BILL

they are super crap

a company with GOOD customer service would have at least rang the customer up first to say that they were not accepting her claim before actually doing it

i dont shop with them anymore too much hassle

mattyprice4004

preable wrote: »

I would go crazy over the phone if it happend to me.

It's possible to get your point across to them without being a bell end - the person on the other end of the phone didn't make the mistake.

Besides, my team in a call centre I worked at always gave more to people who were courteous. If someone was a tool they got the bare minimum.

Truepat

mattyprice4004 wrote: »

It's possible to get your point across to them without being a bell end - the person on the other end of the phone didn't make the mistake.

Besides, my team in a call centre I worked at always gave more to people who were courteous. If someone was a tool they got the bare minimum.

That is pretty much the rules my call centers work to. If someone is nasty to them on the phone then they will either get as little as we can get away with legally, or they will get hung up on (I do not expect my staff to take any form of bullying in the work place - and that includes from customers).

If people are polite and courteous the staff are briefed to do as much as they can including gestures of good-will and, if the customer is still unhappy, to escalate it.