BBC shop missed item in order sent and not responding

lovinituk

You will just have to be patient then.

ampersand

'I use Sky talk so daytime calls are not cheap.'

What you mean is 'They're not free'. Were your dvds free?

brrrrng brrrnng - 'Good morning, I'm feeling rather grumpy, but not at you personally, obviously. I've received part of my order, ref. xyz. but unfortunately it's incomplete. I imagine the shop's super-busy in the run-up to Christmas. I have emailed x times, without reply so far. Can you put me onto a relevant person please?'

'I like to use email as you can get all your details across better. ' - not so far.

What is so difficult about speaking with[]not 'at'] a human being? Can you not control your foot-stampy ire - as evident here?[pointlessly, since mse is not the BBC shop]
#
'Well 3 days later and still not a peep from the beeb. I think it's appalling as I have never had such a long wait for customer service to respond from other sites.'

What a teflon life. What a big judgment. Serial complainer?

Auto-response 'holding' comms.are common on many sites.

'Why should I pay for a phone call ?' - why shouldn't you?

I, too, watch pennies, as an OAP. In this case, saynoto0870 gives these landline no.s:
01795 414989
01788 532996
Lovinituk gave you another.

'Cutting off your nose to spite your face' is something I can hear in my mother's voice now....

tykesi

ampersand wrote: »

'Cutting off your nose to spite your face' is something I can hear in my mother's voice now....

Exactly - OP is deliberately not using all avenues purely to give themselves more to moan about!

Poppie68

If you call them you will get an immediate answer....the phone really is an amazing device.

daytona0

Phone call will cost about a quid or two maximum.

If you are really that hard up then I will happily start a whip around on MSE and we'll each chuck in 10p and send you the money in the mail. Ironically, it will cost us more money to do this because we'd have to purchase a 1st/2nd class stamp too


Worked in a place like BBC shop. I can guarantee that on the run up to christmas they are busy, and they likely have a skeleton staff on weekends (if at all!), and they will tend to answer all emails in the order received. That is not counting the possibility that your email was marked as spam and deleted, or if you actually didn't send it correctly! Therefore you will be somewhere in the back of the queue. You say "bad customer service" blah blah blah but in reality the agents are probably working their bums off to clear the email queue, whilst the bosses are saving money by cutting staff and expecting more from their minimum wage bums on seats. As a rule many agents are happy to help you and demonstrate very good customer service, but things conspire against them to cause hassle (irate customers being idiots, managers etc).

The easiest solution here is to ring and bypass the queue, or to address any possible issue of your email not reaching them. With a simple phone call they will very likely apologise and send out another DVD for you as a replacement. Estimated time frame 3-5 minutes, 10p a minute phone calls? 50p?

POPPYOSCAR

I am with the OP on this one.


Why should you have to pay when they have made an error to get it sorted out.


Everywhere is busy at the moment, websites crashing etc. but that is no excuse IMO for bad service to customers. They should gear themselves up for the obvious demand at this time of year.


Tesco seem to be able to manage to reply to emails, I usually get a phone call back from them by the next day.

Poppie68

They don't have to make a phone call, they can sit and wait patiently for a reply from an online store that employs hundreds of less customer service staff than a multibillion pound retailer.

lovinituk

POPPYOSCAR wrote: »

Why should you have to pay when they have made an error to get it sorted out.

They don't have to at all. They can sit and wait (im)patiently for the reply to their email. And then they can choose to never shop with BBC Shop again because of the delay in answering said email.

Job done, we can all sleep at night once again!

hubb

POPPYOSCAR wrote: »

I am with the OP on this one.


Why should you have to pay when they have made an error to get it sorted out.


Everywhere is busy at the moment, websites crashing etc. but that is no excuse IMO for bad service to customers. They should gear themselves up for the obvious demand at this time of year.


Tesco seem to be able to manage to reply to emails, I usually get a phone call back from them by the next day.

At last ! One sane reply here.

lovinituk

hubb wrote: »

At last ! One sane reply here.

What's not sane about suggesting you wait patiently?!