Play.com-Superb

Elmer_Dudd

Ordered a gift online on 26th Nov with Play.com
Arrived this morning-superb service:T

Elmer:cool:

lofielectronic

I ordered three Cds from them recently. All arrived within a couple of days.
However one was the wrong CD.
Took me about 15 minutes of scouring their website to find any way of contacting them. Did. Had a email from them two days later appologising about the mistake and saying they'd send out the correct cd. There was also a request, along with a veiled threat that if I didn't act quick enough I'd be charged for the 'wrong' cd, to return the cd recorded to them. I did this and am still waiting for a refund of the £2.20 postage nearly a month later.
I don't order from them often, five or six times a year but this is the third incorrect order. Previously the returns experience was much easier, would put me off ordering again tbh.

superscaper

Never really had problems with them myself and most people seem to get on all right with the cheaper stuff. But the more expensive items are a real pain apparently. Laptops etc. Complete nightmare to order and then once you do you've got no consumer rights with play.com.

jstvj

What a coincidence, I have an ongoing issue with Play.com. For convenience sake (LOL) I orderred several Xmas presents for my Grandchildren from this one company. The following copied extract of my email to them explains the first problem:

"Hello
I am very concerned about the order that I have placed with your company.

In compliance with an email request received this morning I telephoned your
customer service ( at my cost) to provide more information as a security
check. In view of the amount of items ordered (Christmas Presents) and the
fact that I am a new customer I did not object to giving more information.
However, I was then asked if I gave my permission for the security check to
continue and when I asked what further action was being taken I was told my
details are to be sent to another company (credit check ??????? I am not
asking for credit) When I queried this your representative changed his mind
and said the details were going to another department within the company. I
asked to speak to that department or someone with more authority and was
told no-one was available.

The conversation was left with my asking for a senior staff member to
contact me and your representative said he would "try". I do not want my
order to be unduly delayed and therefore, repeat my request for a senior
staff member to ring me without delay.

Thank you

Signed

PS Although completely irrelevent my credit is also good"

In the absence of a reply I logged into my account which stated my orders had been declined. I telephoned Customer Services and after considerable effort finally got through to a supervisor, who said he would immediately approve the orders. Later I again logged into my account and much to my astonishment my Credit Card company had refused the orders, who I telephoned and their fraud department implied that Play.com had raised their suspicions. They said I would have to order again, which they would approve. The following email to Play.com explains the latest situation:

Hello

I am sorry that due to illness I have not been able to read my emails for
two days.

However, from the despatch advices you have sent it appears that you are
duplicating my orders.

Resulting from you over zealous security controls my first orders were first
declined and then refused by my credit card company. Once I had contacted
them they instructed me to re-order, which they would then approve.

It now appears that you have approved both orders. Will you please act
immediately in order to avoid further duplicated items being sent. Obviously
the ones that have already been sent will have to be returned.

Please acknowldge this message urgently in order that I can be assured that
you understand the situation and are acting to remedy it.

Thank you

Signed

God knows what's going to go wrong next ????????????

superscaper

jstvj wrote: »

God knows what's going to go wrong next ????????????

When I mentioned more expensive items having problems, what happened to you is absolutely identical to what I had in mind. The exact same thing seems to happen every time. I know of two people personally where it happened to, and it keeps cropping up on these forums. The same "security check" problems and invariably it's down to you to find it out as play don't inform you that they need the security checks. Next you'll probably find there will be "stock problems".

LuciferTDark

I haven't had any problems with them so far, all my orders have arrived within 2-3 days apart from the last one which I ordered on a Saturday evening & none of them have been incorrect.

jstvj

For anyone that maybe interested. Play.com failed to rerspond to me last email. It appears that when they receive an email they send an automated reply giving their Q & A link. They obviously do not read and/or respond to individual emails.

As a result all of my orders have been duplicated and apart from one which is out of stock, I have now received two of everything. That is fourteen items instead of seven.

I assume I must now ring them on Monday and I hope they will arrange for their carrier to collect the duplicated itemsand then credit me accordingly. We shall see?????????