Paperchase Poor Customer Service

hubb

My wife bought a lot of items from their store last weekend including a book of stamps. The girl on the till seemed distracted by another member on her till who wanted to exchange some money from her till. When my wife looked in her bag at home she found the stamps were not there (she remembers asking the girl did she remember to charge for the stamps and she said yes) I have emailed them to say we were charged for stamps the shop assistant failed to pack and they tell us no stamps are missing from that store. They ( after a couple of days wait for a reply) have offered a voucher for the store to the value of the stamps as a "goodwill gesture" but she doesn't want a voucher, she wants refunding for something she did not receive.

I have since emailed back stating that she definatley did not have any stamps in her bag from them but they have since not replied. Considering they wanted to give us a voucher for the value of the stamps, why didn't they just refund the money into her account ? We have sent them proof of purchase as we still have the receipt. They are basically insinuating that my wife is lying as they don't seem to believe her.

tomtontom

https://forums.moneysavingexpert.com/discussion/5002749

Any need for the second thread?

hubb

Yes because of the poor customer service.

DomRavioli

They aren't insinuating that your wife is lying. For whatever reason the stamps have gone missing from somewhere; it may be that they have fallen out whilst shopping (it happens!) or in another place. As your wife didn't check the bag in the store, there isn't much they can do.

Unless you can prove that the stamps were not put in the bag (and a stock count has shown that they have been removed from the till) then you don't have a leg to stand on. I think a goodwill gesture is the best you can hope for, as you didn't check in the shop, and have no proof that they weren't put in the bag.

In future, ask for the stamps separately, and put them in a safe place such as a wallet or purse.

Kastanie

I'd probably be inclined to delete the word "poor" from the title of my post and then re-post as follows:

"My wife bought a lot of items from Paperchase last weekend including a book of stamps. When my wife looked in her bag at home she found the stamps were not there although she was charged for them. The shop did a stocktake and found no stamps were missing from that store, but nevertheless generously offered a voucher for the store to the value of the stamps as a "goodwill gesture". They're not suggesting she's lying, as it's simply unclear who was at fault because we don't know whether my wife lost them or the shop didn't pack them. We can now use the voucher to replace the stamps. Well done Paperchase!"

PILES

Kastanie wrote: »

I'd probably be inclined to delete the word "poor" from the title of my post and then re-post as follows:

"My wife bought a lot of items from Paperchase last weekend including a book of stamps. When my wife looked in her bag at home she found the stamps were not there although she was charged for them. The shop did a stocktake and found no stamps were missing from that store, but nevertheless generously offered a voucher for the store to the value of the stamps as a "goodwill gesture". They're not suggesting she's lying, as it's simply unclear who was at fault because we don't know whether my wife lost them or the shop didn't pack them. We can now use the voucher to replace the stamps. Well done Paperchase!"

I would have been inclined to remove the word "service" from the thread title.

nomoneytoday

Kastanie wrote: »

We can now use the voucher to replace the stamps. Well done Paperchase!"

+1

Exactly what would you expect paperchase to do instead?
Take the voucher to the store, get stamps, job done

hubb

She always puts stamps in her wallet and they were not in it. She def didn't get them and the assistant was too busy messing around, distracted by the other shop assistant while she was serving. She was not giving her full attention.

marliepanda

hubb wrote: »

She always puts stamps in her wallet and they were not in it. She def didn't get them and the assistant was too busy messing around, distracted by the other shop assistant while she was serving. She was not giving her full attention.

And neither was your wife if she did not notice no stamps were put in.

You havent lost anything. Move on.

Money-Saving-King

hubb wrote: »

They are basically insinuating that my wife is lying as they don't seem to believe her.

Why do you use the word lying? It's obvious she could have lost them unknowingly (they also have no stock missing) so why are you putting the work "lie" into the shops mouth?

sparkychris

PILES wrote: »

I would have been inclined to remove the word "service" from the thread title.

This REALLY made me laugh!!!!!!