Retail returns and refund complaints during lockdown

cymruchris

It seems in the last week or so we've had new sign-ups across the board with people jumping up and down because they can't return their faulty tv, or wondering why the plants they ordered haven't been delivered in the 3-5 days it usually takes, or why they can't get a refund on some faulty furniture until the stores re-open, or where their kitchen is that they ordered, the list goes on. Am I the only one who can see that since the lockdown, the closure of stores, and the valiant attempt by retailers to keep some sort of service running, that we, the members of the public, the customers, have such unrealistic expectations during these challenging times? There are endless rants of customer service being difficult to reach, returns or refunds not being possible until stores re-open, and people in general are just not happy with this, even though each website belonging to the retailers being criticised clearly lays out the current situation, returns and refund procedures, and the fact that customer service in general will be hard to reach for the moment.

These are not normal times for buying items/returns/refunds - have we as the world lost our patience and compassion when it comes to resolving our issues? What makes us jump and down because something can't be actioned RIGHT NOW, or get delivered by TOMORROW!!!! when the whole world is going through such a massive change. I do understand that when something has gone wrong - we want to get it resolved - and of course it's nice to get it resolved quickly - but in the current circumstances surely as long as it is resolved, even it takes longer shouldn't that be satisfactory enough? Are our expectations in the current crisis too high? Do we expect normality? (I know I don't!)

As an example of my gratitude - I ordered a treadmill from a gym equipment supplier the day before the lockdown was announced as I could see it coming. I also expected that everyone else up and down the country also could see it, and would also be ordering gym equipment to use at home, and so I very much expected that the order would take some time to process as it was my guess that they'd be over-run with orders. I was right. Within a few hours of the lockdown being announced - the gym equipment supplier had suspended their website due to the sheer volume of orders they'd received. I then waited patiently, and around 5 days later I got my first email to say simply 'My order was processing - and that a huge number of orders had overwhelmed them - but they were doing their best to get everything delivered'. 10 days from order (way past their regular delivery time) I got the next phone call to tell me the treadmill I'd ordered had sold out - but with a very friendly manner offered me the next model up in the range at the same price - and informed me that delivery would be a further 5-7 days. We had a bit of a laugh and a joke on the phone about how tough things must be for them, and he mentioned that they'd received a years worth of orders in the space of 48 hours, and that not every customer had been as understanding as me. As promised my treadmill arrived 7 days later - some 17 days since I ordered it - but it came. It was the next model up (some £400 difference in retail price) so I was a very happy customer - I then went to leave a review - and could see 1 star after 1 star of 'They didn't deliver on time' 'They didn't get me my stuff quickly' etc. and I just thought to myself how selfish we sometimes can be - thinking the whole world revolves around us. They got a 5 star review from me though, along with lots of appropriate praise. 

So before you leave that 1 star review - complaining like an old washerwoman as to how whatever you've ordered/needed a refund on/needed a repair of/needed a return of took too long, and how getting hold of customer services was a 'nightmare' - take a moment to pause, reflect, catch a breath, and realise that the world is not the same as it was for now, it'll get better, it'll improve, we'll get back to a degree of normality, but until then, take a chill pill and relax. All of our problems WILL get sorted out.  (In fact my story above about the gym equipment retailer has made me realise they need a 'praise' thread - so if you see this story repeat there - my apologies!)

MovingForwards

The thing is (most) companies are extending their return dates due to the current situation. People would know that if they read the T&C's or the Covid links being added to the websites.

There's been a huge shift in the way businesses are being run / carrying on with business and no one can have the same expectation of pre-Covid days as life isn't working that way now, or for quite a while.

The amount of posts where people are saying things are slow, they are not getting a response to something sent that day or the day before, is just getting daft. I'm answering their questions and also reminding people everything is slower due to the circumstances.

A lot of people are working from home, some without their full systems, in isolation, but with little understanding from someone (customer / Joe public) they are dealing with on the phone who they are trying to help that things take time.

Jumping up and down isn't helping anyone, there is a lot of stress / pressure and people are being moved from their normal roles (which they probably know very well) to assist with another department (and trying their hardest to do it to a good standard); there is no boss you can walk up to and say "help me do...." or "how do I do.....". To get that help it's a phone call / email and wait.

I've had to make a few phone calls as it couldn't be dealt with online.  I've lost count of the amount of times I've said "don't apologise, I know you are working from home" and then gone on to have a random chat about what we are having for lunch / tea, asking how they are, how have they found the differences from office to home, when they last had a drink / break etc. Each conversation has ended with a thank you for the chat as it's made a huge difference for them.

Just be patient and show some understanding.

hollydays

Sad that companies reviews are being decimated because of bratty behaviour from consumers. Do they not understand people's whole livelihoods are going down the drain, and all they think is me me me . We had warning this was going to happen. The sensible thing would have been to get ready to hunker down , not go all headless chicken later.

cymruchris

hollydays said:

Sad that companies reviews are being decimated because of bratty behaviour from consumers. Do they not understand people's whole livelihoods are going down the drain, and all they think is me me me . We had warning this was going to happen. The sensible thing would have been to get ready to hunker down , not go all headless chicken later.

Exactly.

the_lunatic_is_in_my_head

Ordered a tablet from Currys, £230 paid, 1 in stock 5-10 working days for delivery.

17 days and still at accepted so sent an email, site says they'll reply in 1 day, auto email says they are busy but aim to reply in 3 days. That was 3 weeks ago, no reply as of yet.

Messaged via Facebook, got a reply asking for more information which was provided and then never replied to again.

Tried chat and it said 99+ (no idea if that was minutes or people ahead of me). 

Messaged via an avenue that most people wouldn't use and after a week it was confirmed by them as out of stock, no due in date, still waiting for the refund about 5 weeks after ordering but it should be on it's way soon. 

They did at one point in the middle of all this have 7 available in their eBay shop but I thought if I ordered that sods law 2 will arrive so left it.

Tablet was for an elderly neighbour who has COPD, previous tablet broke and they can't get to the shops.

Wanting everything now is clearly unrealistic, I don't think the above is particularly acceptable as that order would still be sitting there awaiting dispatch if I hadn't have done the leg work. 

cymruchris

the_lunatic_is_in_my_head said:

Ordered a tablet from Currys, £230 paid, 1 in stock 5-10 working days for delivery.

17 days and still at accepted so sent an email, site says they'll reply in 1 day, auto email says they are busy but aim to reply in 3 days. That was 3 weeks ago, no reply as of yet.

Messaged via Facebook, got a reply asking for more information which was provided and then never replied to again.

Tried chat and it said 99+ (no idea if that was minutes or people ahead of me). 

Messaged via an avenue that most people wouldn't use and after a week it was confirmed by them as out of stock, no due in date, still waiting for the refund about 5 weeks after ordering but it should be on it's way soon. 

They did at one point in the middle of all this have 7 available in their eBay shop but I thought if I ordered that sods law 2 will arrive so left it.

Tablet was for an elderly neighbour who has COPD, previous tablet broke and they can't get to the shops.

Wanting everything now is clearly unrealistic, I don't think the above is particularly acceptable as that order would still be sitting there awaiting dispatch if I hadn't have done the leg work. 

Agreed that that's pretty shoddy in the grand scheme of things - but mistakes will happen - and in normal circumstances you'd expect to be jumping up and down - rightfully so - but if there's been a bit of a **** up then I'd be inclined just to chalk it up to experience and go try get one somewhere else. You appear to have remained calm though rather ranting yourself into a rage, which is quite commendable. Have you managed to source one elsewhere now? Or still just going to wait until they do manage to finally deliver?

ThumbRemote

cymruchris said:

It seems in the last week or so we've had new sign-ups across the board with people jumping up and down because they can't return their faulty tv, or wondering why the plants they ordered haven't been delivered in the 3-5 days it usually takes, or why they can't get a refund on some faulty furniture until the stores re-open, or where their kitchen is that they ordered, the list goes on. Am I the only one who can see that since the lockdown, the closure of stores, and the valiant attempt by retailers to keep some sort of service running, that we, the members of the public, the customers, have such unrealistic expectations during these challenging times? There are endless rants of customer service being difficult to reach, returns or refunds not being possible until stores re-open, and people in general are just not happy with this, even though each website belonging to the retailers being criticised clearly lays out the current situation, returns and refund procedures, and the fact that customer service in general will be hard to reach for the moment.

You are, either deliberately or because you haven't read the threads, misrepresenting what people are actually posting about. 

The undelivered plants query was not wondering that at all. They had been told they could not cancel the order, even though they had no idea when (or if) it would be delivered, and it was of no use to them bit by bit. 

The kitchen query simply said that they couldn't get in touch with B&Q, did anyone have any ideas. 

Other people are simply unable to contact companies, e.g. the Range. 

These are not unreasonable queries. People expect and will put up with a certain amount of delay and inconvenience, as long as they are given accurate information. After all, this is a long term situation with no end in sight, so customers cannot just wait for potentially years for a resolution. If retailers are managing to sell items, they need to meet the legal requirements too. 

hollydays

The way I see it, retailers who already have missing staff, can spend a lot of time responding to customers who are sending 6 emails , trying to phone, OR they can spend that time actually trying to fulfill orders .

Rolandtheroadie

The way I see it is if a retailer is still selling, they should be covering other parts of the business as well. 
5 days waiting for a reply from Currys (and no prospect of a response yet) for repairs, their sales team replies in seconds though.
Phone line cuts me off, can't find a way to email. They recommend social media, which I have tried.  
Lets get a happy balance between the 2. 

hollydays

Also don't expect good service from Curry's, ever.