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Littlewoods/Shop Direct appalling level of Customer Service
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rfsw
Posts: 1 Newbie
Hey,
My partner and I are currently in the middle of a dispute with Littlewoods over our faulty bed and I was just looking to see if anyone else had a similar issue with them.
We purchased a £700 bed from them in Oct 13. After only a month or so the legs on the bed buckled leaving the bed unsupported.
After calling Littlewoods we were advised that they were going to send an upholsterer around to inspect the bed and provide a report.
After hearing nothing from them regarding the report we called for an update. We were fobbed off and originally told that there was an issue with the PDF but would receive a call back. This never happened. We called again and received a similar response, this time claiming there was not enough detail in the report and they had gone back to the upholsterer.
A month or so passed and we were still no closer to sorting this out. After waiting for multiple callbacks which never took place we called in and asked to speak to a manager to which none were available but were told they would call us within 6 hours.
6 days passed and still nothing. On our last attempt to contact, we were told the upholster had concluded that the bed broke due to our misuse and my underwear had caused too much strain on the drawer resulting in the legs buckling and the frame to collapse
We were then charged £45 for the report as they had concluded we were at fault.
We have tried disputing their report but have had no satisfactory responses.
They told us to obtain our own independent report from an upholsterer stating that the bed broke due to a manufacturing issue. This we did, and paid another £100 for as we were under the impression that if the upholster could confirm that the bed was faulty than we would be re-imbursed/receive a replacement.
Instead though they refused to accept the report and continued to claim that it was my underwear that caused the damage.
If anyone has had a similar situation with them can you please let me know what you did to resolve it?
Has anyone taken Littlewoods/Shop Direct to court? This is the next step i have been advised to take.
Thank you
My partner and I are currently in the middle of a dispute with Littlewoods over our faulty bed and I was just looking to see if anyone else had a similar issue with them.
We purchased a £700 bed from them in Oct 13. After only a month or so the legs on the bed buckled leaving the bed unsupported.
After calling Littlewoods we were advised that they were going to send an upholsterer around to inspect the bed and provide a report.
After hearing nothing from them regarding the report we called for an update. We were fobbed off and originally told that there was an issue with the PDF but would receive a call back. This never happened. We called again and received a similar response, this time claiming there was not enough detail in the report and they had gone back to the upholsterer.
A month or so passed and we were still no closer to sorting this out. After waiting for multiple callbacks which never took place we called in and asked to speak to a manager to which none were available but were told they would call us within 6 hours.
6 days passed and still nothing. On our last attempt to contact, we were told the upholster had concluded that the bed broke due to our misuse and my underwear had caused too much strain on the drawer resulting in the legs buckling and the frame to collapse
We were then charged £45 for the report as they had concluded we were at fault.
We have tried disputing their report but have had no satisfactory responses.
They told us to obtain our own independent report from an upholsterer stating that the bed broke due to a manufacturing issue. This we did, and paid another £100 for as we were under the impression that if the upholster could confirm that the bed was faulty than we would be re-imbursed/receive a replacement.
Instead though they refused to accept the report and continued to claim that it was my underwear that caused the damage.
If anyone has had a similar situation with them can you please let me know what you did to resolve it?
Has anyone taken Littlewoods/Shop Direct to court? This is the next step i have been advised to take.
Thank you
0
Comments
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I don't see that you have much alternative to starting on the road to court action, although it's worth sending a Letter Before Action as a first step as that won't cost you anything. But if that doesn't get you a result then make a small claim here.
https://www.moneyclaim.gov.uk/web/mcol/welcome0 -
Used to work for them.
Few questions.
I guess you are speaking to upholstery and Not Customer care correct?
-What are they saying your underwear is doing?
-What does the HomeServe report say?
-Did you tell your independent what to say in your report?
-Have you spoke to Customer Excellence.0 -
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Customer Excellence ignore all issues. I have had dealings with a person from that department in regards to fraud and they do not take any notice.
Best thing to do is to contact the financial omburdsman with a thorough report.
Can only echo the above. It was only after contacting the FOS and giving 7 days before action - and naming and shaming on Facebook that I got a full refund.Ask me no questions, and I'll tell you no lies0 -
Best thing to do is to contact the financial omburdsman with a thorough report.Can only echo the above. It was only after contacting the FOS and giving 7 days before action - and naming and shaming on Facebook that I got a full refund.
The OP has said nothing to indicate that there is any credit agreement, so on what basis do you think the FOS could get involved?0
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