Virgin Megastores Appauling Customer Service

chas_2

Virgin Megastores Customer Service possibly the worst I have ever encountered. No response at all on their customer 'service' phone line. No response to any emails. Obviouslly some use of the term 'service' that has yet to make it into the Dictionary.

Guess I will have to claim back the money they took from me for the item they never sent me through my credit card.

custardy

it helps if you provide the full scenario

taxiphil

Beardie Branson doesn't care any more, he's just sold the company to buy himself another Caribbean island. The staff probably don't care about protecting the brand's reputation any more as the new owners will soon be relaunching and renaming the company.

chas_2

I ordered a Nintendo WII and WII Play Controller thingy off their website. These were despatched separatley. The WII Play thingy turned up but no sign of the main WII Console two weeks after the despatch date. Funny thing is the WII play arrived via Standard Parcel Service- no signature required. Can't believe they do not track their despatches.

Ok things get lost in the post but still no excuse for terrible customer service.

custardy

sounds like a major !!!! up.
surprised at something of that value not requiring a sig at least though i would expect SD really

parkemitch

Ive also found Virgin to be really slow replying - They need kickin!

chas_2

I reported Virgin Megastores to my Credit Card Company today for taking payment but not delivering. Will see what the response is. Can't believe I have had to go to so much effort/hassle for what is a major High Street Retailler. My advice - avoid their online service!

Dennis99

chas wrote: »

I reported Virgin Megastores to my Credit Card Company today for taking payment but not delivering. Will see what the response is. Can't believe I have had to go to so much effort/hassle for what is a major High Street Retailler. My advice - avoid their online service!

I agree, they have a great deal on a Sweeney DVD boxset Deal of the Day at £29.99, yet an hour after ordering it they cancel the order with no explanation whatsoever yet the offer is still on the website so I can't see it's an error! Will not waste time on you again Virgin, too many top notch other DVD sellers on the net. :rolleyes:

Sharpe

I too am having problems contacting Virgin Megastores Customer service (or whatever they call themselves these days). Nobody answers their phone number 0845 277 7447 and I've had no reply from my email. I tried for over 15 minutes - it just rings and rings. Looking on saynoto0870 I found this number: 020 87529000. They actually answer the phone on the london number! First time I phoned, they redirected me to the same automated rubbish as the 0845 number so I called again and explained that nobody was answering the phones. They took my name and works telephone number but never called back. Very dissapointed. It's all Royal Mails fault though because the stupid postman decided to fold the quad CD case in half so that it could be rammed into the letter box... not impressed at all. Having said that, i've had a lot of damaged CD cases recently so the postie might want a kick up the backside. I'm not having much luck with internet orders at the minute

chas_2

Sharpe wrote: »

I too am having problems contacting Virgin Megastores Customer service (or whatever they call themselves these days). Nobody answers their phone number 0845 277 7447 and I've had no reply from my email. I tried for over 15 minutes - it just rings and rings. Looking on saynoto0870 I found this number: 020 87529000. They actually answer the phone on the london number! First time I phoned, they redirected me to the same automated rubbish as the 0845 number so I called again and explained that nobody was answering the phones. They took my name and works telephone number but never called back. Very dissapointed. It's all Royal Mails fault though because the stupid postman decided to fold the quad CD case in half so that it could be rammed into the letter box... not impressed at all. Having said that, i've had a lot of damaged CD cases recently so the postie might want a kick up the backside. I'm not having much luck with internet orders at the minute

Sorry to hear you are also having problems with this bunch. This must be doing a lot of damage to the wider Virgin brand. Aside from giving Mike Oldfield his big break I always thought Branson was very astute. However to sell your brand name to people who can't even answer their customer service calls or respond to emails just seems like brand suicide. I spent an hour on one occasion trying to get through to 'Virgin' Megastores Customer 'Service' with no reply. Then again with the sort of service they offer they are probably too scared to answer the phone.

Sharpe

chas wrote: »

Sorry to hear you are also having problems with this bunch. This must be doing a lot of damage to the wider Virgin brand. Aside from giving Mike Oldfield his big break I always thought Branson was very astute. However to sell your brand name to people who can't even answer their customer service calls or respond to emails just seems like brand suicide. I spent an hour on one occasion trying to get through to 'Virgin' Megastores Customer 'Service' with no reply. Then again with the sort of service they offer they are probably too scared to answer the phone.

I finally got through to them - I called early to make sure I was first in line! Still took 10 minutes and 1 transfer in-between to get hold of anyone. After all that, he just said tick the box "damaged in transit" and send it to the freepost address on the delivery note. He said I don't need an RMA number...so why does it tell you to phone the 0845 number? Sounds like they are trying to make money from people phoning in. There was no background noise so I assume that there was only this one guy answering the phone! What a complete joke. I think I'll just ask for a refund - I can't risk another getting damaged and having to wait for Virgin to get their act together and to be honest they don't deserve my money.