Free Duvets

quietheart

just got my first contact from Dunelm:

Due to a technical error the 15 Tog quilts appeared as free on our website and any orders placed did not feed through to our call centre. Unfortunately we have had to cancel your order as a result of the error. We apologize for this inconvenience

Think we should all tell them we don't believe them, their customer service is a joke and that we'll spread the word that they shouldn't be trusted.

silverangel35

Just got the same email.....weird that..."it didnt feed through to their call centre"??? like what is that all about, it was a website order that they can see the same as any website order lol

Why cancel the order, why not just put it through again and honor it?
So if we all call them and complain and say that we now wish to put the order through at the original price of FREE I bet they wont do it lmao, the company is a joke.
They still cant tell the truth.

I am of to the site now to see if I can cancel my details and any credit card details they may have stored on there

Cerenia

I got the same as rovers, and screshot teh order process, just in case it was needed

rubiales

Got the same message as everyone else, I think.

Just sent this reply to Dunelm, copying their public relations dept:

Dear “Website Administrator"

I placed an order with your company in good faith with every intention of following up my initial order with further purchases of bed-linen and towels for my home and those of my son and daughter if the customer service and delivery proved to be good. Obviously, this is not the case and the “technical error” to which you refer does little to enhance your company’s reputation in my eyes, or presumably, those of similarly “inconvenienced” customers.

I am disappointed that your company has chosen not to honour my order and that it has taken several days to advise me that it will not be met. If this was indeed an error I fail to see why it has taken so long to contact me and why a website order would feed through to a “call centre”. This simply does not make sense.

I hoped to have found a reliable and efficient online source for my family’s soft furnishing needs: how wrong I was! I am sure that fellow on-line shoppers will be interested to hear my feedback on your less than satisfactory customer service.

Yours sincerely

Mrs XXXXXXX (aka “ Dear Customer!”)

Apparently they reply to complaints within 5 working days - let's see, shall we?!!!!;)

atro1

Well that's that! I have sent two emails and I telephoned today, they would not budge the 'system made the mistake' totally unhelpful.
I had something else on order which I asked them to hold until this was finalised but the order turned up,
I told the young lady, who I could not get to name herself, that I thought it smacks of sharp practice, 'your free duvet are/were a sprat to catch a mackerel'. This of course brought nothing.
I asked about lack of apoligiesand was told its a standard 'system' letter. I then asked if there was such a person as Jenna. Of course I was told can I speak to her 'not available!!!
I have to be honest I really am not in dire straights for a duvet but I do feel they are taking people for a ride.
Now I have to wait and see if the money is returned to my account. Certainly gets my vote as the most discourteious and arrogant firm its ever been my misfortune to deal with -- well in the last 6 months anyway!

jo03

Same response as 3dsmills for me.
Shame my friend runs a hotel and is doing bedroom refurbs and was going to give them a look over- isnt bothering now after hearing how shoddy their service is.

bargain_babe

Yep, I had the same email as Rovers. have decided that this company sucks big time and I won't be buying anything offline from them in the future, just bothered that they have our cc info!

chipmunk3774

This is what I wrote to them today....

Hi Chris,

I fail to see why it has taken so long for you to respond to this order and feel I have to alert you to an online discussion about Dunelm Mill and the 'free duvet' debate. This could have been perfect publicity for you as it has been seen by over 6,000 people.

http://forums.moneysavingexpert.com/showthread.html?t=603355&page=6&highlight=free+duvet

I feel cheated and believe you should have honoured these orders.

Thanks.

Baby_J_2

Well, after my initial email from "Leanne", I called their "Call Centre" where I was told on this occassion, they would honor the order as a gesture of goodwill.

I then received the same standard "Dear Customer" email from Chris. I have shot back a reply to him and he said he will forward it on to the call centre.

So, we shall see.

atro1

baby J. here's hoping you get your order.
As they have been given this thread on at least three occasions they must see the damage they have done to themselves or perhaps they think the Internet is just a toy.
Best wishes to you and good luck!