Play.com poor service!

cribcoch

Similar story from my side...I have ordering from Play.Com for years and to be honest their delivery times have been totally erratic, 3/4/5/6 days seem to be the norm.
I ordered a laptop on the 28th October, postal verification on the 30th October.........nothing received last Friday, so i phoned their premium rate line and spoke "John", who stated that he would contact the courier and let me know. Today Monday called again, spoke to a "Colin", same reply we will contact the courier and email you.
Asked to speak to the shift supervisor without luck, only a passed on message, but found out the courier was Parcel Force.
Parcel Force is a totally unregulated carrier and this year they delivered a parcel of mine to an address miles away and left it on the doorstep. I was lucky that the person when she came home from worked phoned me, so I was able to pick it up. Complaints to Parcel Force fell on deaf ears.
As previous posts state if it is lost I will have to wait 21 days for a refund, in the meantime how do I tell my young 9 year old Gran daughter that her birthday present is missing.
Present status, no parcel or word from Play.Com

d.edna

cribcoch wrote: »

Similar story from my side...I have ordering from Play.Com for years and to be honest their delivery times have been totally erratic, 3/4/5/6 days seem to be the norm.
I ordered a laptop on the 28th October, postal verification on the 30th October.........nothing received last Friday, so i phoned their premium rate line and spoke "John", who stated that he would contact the courier and let me know. Today Monday called again, spoke to a "Colin", same reply we will contact the courier and email you.
Asked to speak to the shift supervisor without luck, only a passed on message, but found out the courier was Parcel Force.
Parcel Force is a totally unregulated carrier and this year they delivered a parcel of mine to an address miles away and left it on the doorstep. I was lucky that the person when she came home from worked phoned me, so I was able to pick it up. Complaints to Parcel Force fell on deaf ears.
As previous posts state if it is lost I will have to wait 21 days for a refund, in the meantime how do I tell my young 9 year old Gran daughter that her birthday present is missing.
Present status, no parcel or word from Play.Com

How is royal mails and parcelforces delivery timescales Play.com's fault?

Should you be ordering very close to an event? I for one thinks not.

Everything Ive ordered from play.com has come within 48 hours

10past6

d.edna wrote: »

How is royal mails and parcelforces delivery timescales Play.com's fault?

Play.com choose who they wish to deliver there products, as Play have chosen Parcel Force, they have a duty to ensure the products are delivered to a time scale quoted within the contract between Play & Parcelforce.

d.edna wrote: »

Everything Ive ordered from play.com has come within 48 hours

Most items I've ordered from Play have arrived within a couple of days, however, I waited 7 days for my last purchase, I even posted about somewhere on this board.

cribcoch

In reply to the smug remarks about not ordering ahead of birthdays...two weeks should be sufficient on any order.
Play.Com use Parcel Force who should have a tracking system in force so that they can track a parcel in hours. People who buy from other companies are usually given a tracking number to follow any order.
It would appear Play.Com are living in the past...but I can tell you the reason Play.Com like a lot of other European companies use Parcel Force Depot as there UK address, therefore no tracking number is available as they do not know what happens after it reaches the Parcel Force Depot.
Play.Com seem unable or willing to follow up my inquires, therefore they have lost a good customer..due in part to there bad service.
The proof of a Good Online seller lies in when things go wrong, certainly Play.Com have failed this test, to the benefit of Amazon who incidentally are brilliant in my experience.

Bamber19

I wouldn't order expensive electricals from them at all. Remember that Sale of Goods Act everyone on here loves...it doesn't apply to Play.com so your protection when things go wrong is very limited.

d.edna

10past6 wrote: »

Play.com choose who they wish to deliver there products, as Play have chosen Parcel Force, they have a duty to ensure the products are delivered to a time scale quoted within the contract between Play & Parcelforce.

play.com actually don't say that goods will be delivered with x amount of days?

Chatz

Bamber19 wrote: »

I wouldn't order expensive electricals from them at all. Remember that Sale of Goods Act everyone on here loves...it doesn't apply to Play.com so your protection when things go wrong is very limited.

I totally agree Jersey consumer rules apply.

Warning note - Item 30 - Play.com Terms & Conditions.

All electrical products are covered by a twelve month manufacturer's warranty. If your product develops a fault while under warranty, please contact Play.com and we will advise you where to send it for repair. It is a "return to base" warranty therefore there will be a delivery charge to return the product back to the relevant UK service centre.

Many other retailers have a policy to offer repair / replacement of items under the 12 month guarantee (including return postage) and therefore offer a better service.

Ospreyboy_2

Poor service from Play.com
Having ordered a model helicopter for my nephew's birthday I was somewhat perplexed when Play decided to send me a wireless headphone set costing twice the price instead. I thought it would be a simple matter of contacting Play, explaining their mistake and they would send out the correct item. Instead, when I rang them today I was told that I was expected to pay to return the incorrect item to them by Recorded Delivery and when they had received it and were satisfied that the returned item was as a result of their mistake, they would send out the correct item. They informed me that if I wanted to reclaim the postage costs (£5.02) I should ring them on their local rate number after the item had been received and they would consider my request. I explained that this was their error and they should arrange to collect the headphones and was told that they would charge me £8 to collect them. I was also told that my credit card would be debited with the difference between the incorrect item and the amount already paid if I failed to return them.

I have used Play for many years, purchasing over 100 items, and have never had a problem before but I will never use them again after this incident. Amazon handle these type of problems so much better.

clapper

I too have a problem with play.com - would be grateful for advice on how to proceed. I bought a bluetooth headset from them, which was excellent for a month, then, going on holiday by train, they broke while putting them on. Emailed play.com, they said contact manufacturer (in Hong Kong) Reply from email to them was that it must be returned through retailer. Have tried both with a second email and both have re-issued same view, with play.com saying they are Jersey based so subject only to Distance Selling Regs. Any ideas how I can force them to send it back for repair/replacement for me?

Sssssss

I've had nowt but good service from play.com and most of the time they're the cheapest and no postage! luv it.