Play.com contact email

Doc_N

Chillers wrote: »

Please can someone tell me what I can do to get action from play.com? I ordered an item yesterday morning at 11am, and at 1pm I realised it was the wrong thing and called them up to cancel the order. Initially I was told I could not cancel as the status was in "packing" and that I would have to return the item once I had received it. I told her that this was cr*p as it was only 2 hours since the order was placed, and it had not left their premises and therefore they would jolly well cancel the order. She said they would.
I then found email address on here, so followed up with an email.
Well, this morning have email to say item posted and a response to my email saying it was too late to cancel the order and I will have to return.
I am furious. I am pregnant with a toddler and really could do without the hassle. Their customer service is appalling! But other than ranting at them, what can I threaten them with? Not a lot I fear!

Indeed, not a lot, I imagine, though you could, if you get the chance, refuse to accept delivery, which would mean that the item would be returned without cost to yourself.

Play have a well deserved reputation for appalling customer service, but because they're based outside the UK and therefore difficult to take legal action against, they get away with it.

Posting in places like this (and Hot UK Deals) will help to draw attention to it, though, and warn off other customers.

jrrowleyws

Another Play.com mistake... Just recieved the wrong ink cartridge... and the wrong dispatch note.

So, if Mr M Lewis (thats the name on the dispatch note, just a coincidence!) from Romford and your waiting for an HP 364XL, you'll have to wait a little longer for play to sort this out!

Flaargleberry

I made an account just to reply to this thread. Anyway, About 2 weeks ago I was overcharged on an order AND sent the wrong item... :mad:

So I sent my item back to them like instructed on their website and i didn't get anything back from them... I also emailed Play.com's Technical Department about the overpricing of my order claiming that it could have been a technical fault, purely because they didn't have a general queries email address, but they ignored my email. So i searched the internet for a better email address to contact Play.com on and came across this website. I noticed that MrsBartolozzi said to contact 'customercare@play.com'... and it worked!

They replied the day after i emailed them, refunded me the correct amount of money and sent me a replacement item for the one i had lost. Cheers MrsBartolozzi!

flimsier

Sabina wrote: »

Try calling 01534 877595. I got through to someone straigh away and she sorted the problem out for me.

Just want to repeat that this is a good number to call.

flimsier

Chillers wrote: »

Please can someone tell me what I can do to get action from play.com? I ordered an item yesterday morning at 11am, and at 1pm I realised it was the wrong thing and called them up to cancel the order. Initially I was told I could not cancel as the status was in "packing" and that I would have to return the item once I had received it. I told her that this was cr*p as it was only 2 hours since the order was placed, and it had not left their premises and therefore they would jolly well cancel the order. She said they would.
I then found email address on here, so followed up with an email.
Well, this morning have email to say item posted and a response to my email saying it was too late to cancel the order and I will have to return.
I am furious. I am pregnant with a toddler and really could do without the hassle. Their customer service is appalling! But other than ranting at them, what can I threaten them with? Not a lot I fear!

I'm more interested in how you managed to become pregnant with a toddler?? Miracle?

Dollybird01

Oh jeez now you got me scared. I ordered a new mobile phone at £160 on 26/04/10 and have just filed a claim for non delivery. I have never had problems before with items being received within a few days of order, but looking back on this now...I think they were all with the PlayTraders rather than with Play.com itself.
I had asked for a replacement as its my daughters money and the phone is for her, but feel really nervous now with all the comments.
I have emailed a copy of the signed Claim form to the CustomerCare email advising the original will also be posted & received a ticket confirming the email, so they cant say they have never received the signed form that was posted.

Now looking at amending my card details "incorrectly" on the site following the other link within this forum re: Play.com and fraudulent orders.:(

Foal_2

I have registered with this site purely so I can also add to all the people who have posted about their bad experience with play.com....in the early days of being a customer of theirs I never had an issue, unfortunately in the last year I haven't had one single order that has been free of trouble. The last straw was a rare "big" purchase for our family which wasn't delivered and couldn't be traced. The slow response, lack of concern, rudeness and unhelpful attitude of the customer team was just so upsetting that I will never shop there again. Still waiting for my refund too, so even that part of the process has not been straightforward. If you are considering shopping with Play.com I truly recommend that you do not bother! What a shame to have witnessed the downward spiral of a supplier that I used to trust.

unholyangel

A few weeks ago i used play.com for the first time. I ordered several items (3 from playtrade and 3 from play.com).

All items from playtrade were dispatched immediately and were great. 2 items from play.com were not as described. One item was a completely different colour from what was shown (although it had no "colour may vary" disclaimer) and the other was not compatible with my ipod (although the page for the item claimed it was compatible with ALL ipods). I contacted them to ensure that they would meet the postage costs in full as the items were not as described and this was agreed by their customer service rep.

One item was £1.72 to return and the other was £3.35. However upon checking, they have only refunded £1.40 postage for each item! On top of this, on their website it says they will ask if you want a replacement or a refund, they have sent a replacement ipod accessory (the one thats not even compatible with my ipod!). I havent accepted delivery for it and knowing that if i do i'll have to PAY to ship it back to them, i'm not going to.

Whats more, the items were refunded on 27th May. Its now 4th June and there is nothing showing on my bank account. According to their auto-mail it takes 3 days normally.

I dont hold out much hope for them rectifying the issue without getting messy (but it does so happen i have their cust serv rep telling me they would refund all postage recorded - should i need to contact trading standards or the appropriate regulating body regarding this).

I'm sorry but if its between crap service and paying a extra few quid for good serive, i'll pick the latter every time!

JAG

unholyangel wrote: »

A few weeks ago i used play.com for the first time. I ordered several items (3 from playtrade and 3 from play.com).

All items from playtrade were dispatched immediately and were great. 2 items from play.com were not as described. One item was a completely different colour from what was shown (although it had no "colour may vary" disclaimer) and the other was not compatible with my ipod (although the page for the item claimed it was compatible with ALL ipods). I contacted them to ensure that they would meet the postage costs in full as the items were not as described and this was agreed by their customer service rep.

One item was £1.72 to return and the other was £3.35. However upon checking, they have only refunded £1.40 postage for each item! On top of this, on their website it says they will ask if you want a replacement or a refund, they have sent a replacement ipod accessory (the one thats not even compatible with my ipod!). I havent accepted delivery for it and knowing that if i do i'll have to PAY to ship it back to them, i'm not going to.

Whats more, the items were refunded on 27th May. Its now 4th June and there is nothing showing on my bank account. According to their auto-mail it takes 3 days normally.

I dont hold out much hope for them rectifying the issue without getting messy (but it does so happen i have their cust serv rep telling me they would refund all postage recorded - should i need to contact trading standards or the appropriate regulating body regarding this).

I'm sorry but if its between crap service and paying a extra few quid for good serive, i'll pick the latter every time!

I think the £1.40 is the standard rate they pay for returns.

When I had to send back an item (that was the wrong item to what I ordered) that cost more than this. So I had to contact them again to ask for the difference between the £1.40 and the actual cost of sending the item back. They asked for a scan of the Post Office receipt showing the cost. And then they refunded the extra postage I paid.

unholyangel

Yeah thanks i've just heard back from them and this is what they've told me.

What i dont really understand is that on the postage sticker it would tell them EXACTLY how much has been paid (and no way it can be tampered with unless by a royal mail employee somehow).

Tbh i think they only refund that much in the hopes that most people wont ask for the additional costs to be refunded and that only a few annoying ones (like me) will, thus minimizing their loss from the situation.

I still dont know why they resent an item that isnt compatible with my model of ipod. If they had researched the item properly and listed it correctly, i would never have ordered it and wasted their time.
I do understand businesses need to make a profit and i hate wasting staffs time.Or am i just being too pernickety and should i just accept bad service is par for the course now?

EDIT: Heard back from play.com again and funnily enough, they completely ignored the part where i asked about checking the postage stamp to check postage costs themselves to save both the customers time and their employees time