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Linens Limited
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likelyfran
Posts: 1,818 Forumite
Beware this company and their 'customer service policies'.
They'll be fine if your items are fine, arrive on time etc. but woe betide if anything goes wrong.
This is our saga:
We ordered some towels from LL via my husband's Amazon account.
1 white bale, 1 single latte towel.
I'll try to keep it as brief as possible so to summarise/paraphrase:
Us: order made
Them: sent out big package containing 1 latte towel, that's it - no bale BUT invoice for the whole lot.
Us: email them thru Amazon on 12th August to point this out. Also, and this is important to note, to say we now don't want the white set and will accept a latte set instead.
Them 'extremely' and 'deeply' 'sorry' (their italics) but they 'regret to inform' us that all items show as being scanned and included in parcel! Hmmm.. Need to find out weights, pass to Management blah blah blah.
Eventually on 16th, another staff member messages and says sorry for delay and another shipment will be organised. But hang on ....
Us: No! We told you first off we don't want the white set that you never sent anyway, you haven't sent us a white set, have you??
Them. Yes, we have.
Us: Oh dear.
Them: Can't cancel order now, they've been sent.
Us: Can we have a free returns label, please, to return them?
Them: No, we will arrange for them to be collected. And you have to make sure you do this and that too.
Us: It's more convenient for us to just label and return them, can we have one please?
Them: No. Collection only. Sorry sorry, safe place can be left blah blah. (Yet another staff member).
Us. No, there's no safe place. And this is not very good, making us run around for your mistake. Sigh. Ok, then, collect Friday 26th please.
Them: Ok, that is arranged, please remember to do this and that.
In all day and night on the arranged day, no-one turns up to collect.....
Us: This is beyond a joke, please refund us now, we don't want these towels and not prepared to run around anymore over this, will drop them off to local animal charity shop.
Them: (yet another staff member) sorry sorry, courier's fault, investigation. Can a neighbour help with this? (Ye Gods!!)
At this point, I, Mrs Towels, looked up the company 'CEO'.
Email ensued.
No reply ......... what follows is shortened version.
Then! Reply from 'Team Leader' (who mistakenly sent us the white towels that were never sent when we wanted them and then sent when we'd said we didn't want them) who bluntly says, basically, you've been told, no refund until the towels are back in our warehouse. Oh, and sorry sorry sorry (yeah right).
Mrs Towels gets even more :mad::mad:
Me: You're a 'team leader', where's my CEO reply?? Tell you what, I'll go to even MORE expense and DYE the darn things because we need towels, is that good with you???
CEO: Hi, I have magically suddenly appeared, even though I'm on annual leave and that's why I didn't reply before.
All our staff are doing the right thing, 'following protocol', in fact they are uniformly and universally providing you and everyone else with excellent customer service because you're all being treated the same, no matter how much each has spent. [For realz, he basically said this].
Me: :mad::mad::mad: woqtuq2745q983769387694*£$&£( - 'What rubbish!'.
This is all over £22.
It's not a lot but it's not insubstantial when you're on a relatively low income.
It's not a lot when you are a multi-million pound company - like Linens Limited.
This is clearly not an isolated problem, looking online about them.
Another MSE poster has said that LL got lawyers involved rather then refund £75 for faulty goods. (!)
I've just looked at their Amazon guff, they emphasise that refunds are ONLY ever given if they receive back 'new and re-sellable' goods [what if they're faulty?]
I'm sure this is normal standard guff but this lot take it to the nth degree.
Oh, and much emphasis on goods being sent back to you and you'll be charged! :rotfl:
Have honestly never come across anything like this, in memory, in my life, and Mrs Towels is used to dealing with consumer stuff like this.
As an aside, Amazon - after I spoke by email with CEO, I found an email from them saying my 1* review for part of the towel order had gone up, yay!
Clicked the link to see it - guess what? No such page, it had been apparently instantly removed. Funny that.
Despite 4, now, reviews being submitted, since yesterday, none have appeared, even though the later ones emphasised product, not service. The latte towel is ok/fair so far but, Ive since seen that I should have shopped around a bit more as can actually get far nicer for far cheaper.
That really stinks, we are frequent buyers from Amazon, I'm still waiting for a reply to an email I sent them over this.
They'll be fine if your items are fine, arrive on time etc. but woe betide if anything goes wrong.
This is our saga:
We ordered some towels from LL via my husband's Amazon account.
1 white bale, 1 single latte towel.
I'll try to keep it as brief as possible so to summarise/paraphrase:
Us: order made
Them: sent out big package containing 1 latte towel, that's it - no bale BUT invoice for the whole lot.
Us: email them thru Amazon on 12th August to point this out. Also, and this is important to note, to say we now don't want the white set and will accept a latte set instead.
Them 'extremely' and 'deeply' 'sorry' (their italics) but they 'regret to inform' us that all items show as being scanned and included in parcel! Hmmm.. Need to find out weights, pass to Management blah blah blah.
Eventually on 16th, another staff member messages and says sorry for delay and another shipment will be organised. But hang on ....
Us: No! We told you first off we don't want the white set that you never sent anyway, you haven't sent us a white set, have you??
Them. Yes, we have.
Us: Oh dear.
Them: Can't cancel order now, they've been sent.
Us: Can we have a free returns label, please, to return them?
Them: No, we will arrange for them to be collected. And you have to make sure you do this and that too.
Us: It's more convenient for us to just label and return them, can we have one please?
Them: No. Collection only. Sorry sorry, safe place can be left blah blah. (Yet another staff member).
Us. No, there's no safe place. And this is not very good, making us run around for your mistake. Sigh. Ok, then, collect Friday 26th please.
Them: Ok, that is arranged, please remember to do this and that.
In all day and night on the arranged day, no-one turns up to collect.....
Us: This is beyond a joke, please refund us now, we don't want these towels and not prepared to run around anymore over this, will drop them off to local animal charity shop.
Them: (yet another staff member) sorry sorry, courier's fault, investigation. Can a neighbour help with this? (Ye Gods!!)
At this point, I, Mrs Towels, looked up the company 'CEO'.
Email ensued.
No reply ......... what follows is shortened version.
Then! Reply from 'Team Leader' (who mistakenly sent us the white towels that were never sent when we wanted them and then sent when we'd said we didn't want them) who bluntly says, basically, you've been told, no refund until the towels are back in our warehouse. Oh, and sorry sorry sorry (yeah right).
Mrs Towels gets even more :mad::mad:
Me: You're a 'team leader', where's my CEO reply?? Tell you what, I'll go to even MORE expense and DYE the darn things because we need towels, is that good with you???
CEO: Hi, I have magically suddenly appeared, even though I'm on annual leave and that's why I didn't reply before.
All our staff are doing the right thing, 'following protocol', in fact they are uniformly and universally providing you and everyone else with excellent customer service because you're all being treated the same, no matter how much each has spent. [For realz, he basically said this].
Me: :mad::mad::mad: woqtuq2745q983769387694*£$&£( - 'What rubbish!'.
This is all over £22.
It's not a lot but it's not insubstantial when you're on a relatively low income.
It's not a lot when you are a multi-million pound company - like Linens Limited.
This is clearly not an isolated problem, looking online about them.
Another MSE poster has said that LL got lawyers involved rather then refund £75 for faulty goods. (!)
I've just looked at their Amazon guff, they emphasise that refunds are ONLY ever given if they receive back 'new and re-sellable' goods [what if they're faulty?]
I'm sure this is normal standard guff but this lot take it to the nth degree.
Oh, and much emphasis on goods being sent back to you and you'll be charged! :rotfl:
Have honestly never come across anything like this, in memory, in my life, and Mrs Towels is used to dealing with consumer stuff like this.
As an aside, Amazon - after I spoke by email with CEO, I found an email from them saying my 1* review for part of the towel order had gone up, yay!
Clicked the link to see it - guess what? No such page, it had been apparently instantly removed. Funny that.
Despite 4, now, reviews being submitted, since yesterday, none have appeared, even though the later ones emphasised product, not service. The latte towel is ok/fair so far but, Ive since seen that I should have shopped around a bit more as can actually get far nicer for far cheaper.
That really stinks, we are frequent buyers from Amazon, I'm still waiting for a reply to an email I sent them over this.
*Look for advice, not 'advise'*
*Could/should/would HAVE please!*
:starmod: “It is no measure of health to be well adjusted to a profoundly sick society.” ~ Krishnamurti. :starmod:
*Could/should/would HAVE please!*
:starmod: “It is no measure of health to be well adjusted to a profoundly sick society.” ~ Krishnamurti. :starmod:
:dance:
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