Play.com contact email

mattyclarkson

Dear Matt Clarkson,

Thank you for your email.

We are sorry to hear that you are not entirely satisfied with your recent experience of using Play.com with regards to your unreceived order for Samsung Galaxy Nexus.

Our intention is for every customer to enjoy helpful and efficient service and we sincerely apologise if this has not been achieved on this occasion.

We assure you that we do take feedback like this very seriously, and would like to thank you for taking the time to draw it to our attention. We suspect this is due to a lack of appropriate care or attention, a case of a genuine error, but nevertheless the individual in question will be spoken to very seriously in regards to the incident.

We appreciate the depth of your feelings, and promise that this is not indicative of our usual standards of service. We can only endeavour to use episodes such as this to try and underline our commitment to first class customer service, and to do our best to ensure that they do not happen in the future.

Rest assured that this complaint will be taken care of and will be addressed. We have sent you a not received claim form for you to fill out and send it back to us. The freepost address in shown on the from.

Again, we apologize for the inconvenience and thank you for your patience and valued custom.

Kind regards,

Customer Support Team
Play.com

Cheers then Play.com, really useful. :T

Doc_N

mattyclarkson wrote: »

Cheers then Play.com, really useful. :T

Good email from you. Typically hopeless response from Play.

I'm guessing you'll do as I did and avoid Play altogether for anything other than the occasional very low value item, switching everything else to Amazon -who do know how to look after their customers, unlike Play.

Their loss - they won't survive just by selling low value stuff, but who'd want to risk them for anything else?

robot1000

I ordered a 256GB SSD earlier this month when it was on offer for £96. When I logged into my account, the status showed as 'awaiting stock'. I was happy to wait until the product came back into stock.

I checked the my order status last week and it showed 'order placed' and the website was showing as instock but at a higher price, so I presumed it would be dispatched within a day or so at the price I ordered it at. However, yesterday when I logged back in the status had not changed, yet the product was still available. I called customer services and was told by the agent that they would contact the warehouse team, who would process it manually for me.

When I checked today the status was still the same (order placed), so I spoke to another agent, so after going to their line manager told me that if I placed an order for the product at the higher price they would refund the difference and honour the original price. Whilst still on the phone to the agent, I went back to the website to place the order and the product had disappeared. I was then told that it was unavailable and they probably wouldn't get more stock.

Obviously I'm extremely disappointed, as the order should have been fulfilled as soon as the product was back in stock, which obviously didn't happen.

I was told to email info@play.com but that just bounced back, so I wondered whether anyone had any luck finding an email, which goes to a senior department?

Thanks in advance

NSum

robot1000 wrote: »

I was told to email [EMAIL="info@play.com"]info@play.com[/EMAIL] but that just bounced back, so I wondered whether anyone had any luck finding an email, which goes to a senior department?

Thanks in advance

I remember i had to send an email two or three times before i finally got a response. Do these idiots not fall under
Trading Standards? I'd definately let them know you were contacting an ombudsman or Watchdog to shame their customer service ( , lack of)

Sassia

I wish I had seen these posts before i logged on to the website recently. I hadn't been on play.com for about 8 months. I has pre-ordered an item but due to receiving a new debit card, the order was never processed as my card details were wrong (the new card had a slightly different number). when i logged on to buy some dvds a couple of Sundays ago, and updated the card details it automatically processed the previous order that had been lying dormant for 8 months! I no longer wanted this game (Skyrim, bought it on the release date at Game) so thought I'd cancel it. No way of doing that on the website that I could so so I called them. It turns out they cannot cancel an item whilst it is being processed. The advisor said he could email the warehouse but it's unlikely that anyone would pick it up before Monday and the parcel would have already been sent. I suggested phoning the warehouse instead and was told there wouldn't be anyone there to pick up......

I said i could not believe there was not a way to cancel an order and was told it's because they receive so many. I said that so do Amazon and they manage....

In the end I was given an authorisation code to return the item and an email address to send a pic of proof of postage so they could refund me prior to receiving the item, as I had expressed concern they had £40 of my money and I needed it now not in 2 weeks time.

The next day I received an email saying they had stopped the order and refunded me that day. A quick resolution but there was no way it should have happened in the first place.

It's put me off ordering again, but I did have a few years of no issues until this one, so imagine there's plenty of people who never have a problem. Still prefer to use Amazon though!

Jenster75

After reading some of these posts, I felt compelled to add to them.
I have had terrible customer service experience with Play.com both on the phone and via email.

I no longer buy from them after I ordered a gadget back in 2008 and did not receive it until 2 months later. I then had to fight for a further 3 months to get the (minimal cost) special offer that came with the gadget, which they claimed did not exist until I emailed them a screenshot of said offer.

I do however sell on their PlayTrade site... until now, that is.
I no longer receive notifications of sales I have made, so buyers get angry at not receiving their goods and my ratings plummet.

I am currently in process of making a complaint to Play.com/ PlayTrade but they are claiming they are not receiving any of my emails! They also spend more of their time attempting to divert me from their Facebook page onto private messages than addressing the issue - I wonder why!!!!

It has so far taken me 7 days and I have still not received any decent, acceptable kind of response from them.

I would advise people to steer well clear of this company. If anything goes wrong with an order, their customer service is appalling.

EmmasMum_2

Add me to the list of unhappy customers. Having not received my goods from their Playtrade seller Zoverstocks, I emailed seller and received no reply. Consequently, I emailed customerservice@Play.com and apart from the 'you will be contacted in 24 hours' message have heard nothing!

Barclaydog

Hi

Just wanted to make people aware!

I went to purchase a PS Vita on Play.com (Shopto being the actual seller) on Monday night. The order did not go through as the website crashed and there was no order confirmation. On Wednesday morning I received 10 e-mails from Play.com saying that 10 PS Vita's had been dispatched. I immediately phoned their customer service department who were very unhelpful and said that they could not refund me the money until I had returned the items. The total cost that had been taken from my credit card was £1400. I explained that I had not made these orders and that they had dispatched and charged me for items that I did not want.

Instead of the items being stopped from being dispatched they arrived this morning. In fact the items had been dispatched 7 hours after I had asked for the order to be canceled.

After speaking to Shopto, they have arranged for the items to be collected tomorrow so that I can receive a refund. Which I was told I may not get before Christmas.They even said that Play.com had not been in touch with them!

All I can say is that I will not be purchasing anything from Play.com in the future. This issue has been handled so poorly and unprofessionally.