Bon Prix Problems

Shiggaddi

Well, I got in touch with Bon Prix via the contact us section which is now working.

I informed them them about the misdelivery, and Parcelnet's failure to return my calls on the issue. I also said I would be charging for storage, however they replied back thanking me for getting in touch with them then saying they cannot pay for storage, but to contact them to arrange a convenient time for collection. Seems it's fine for them to charge people to phone them, yet Joe Public cannot charge companies like Bon Prix for storage and tracing the sender, simply because they say so.

Tigsteroonie

Wish I'd read this thread before I tried to order ...

Three days later, they've written to advise me that they cannot process my order because their courier doesn't cover my postal area.

I have a valid UK mainland postal address, and every other courier / mail order company I have used has managed to deliver here ...

:mad: :mad: :mad:

That being said, I might have had a lucky escape, given some of the adverse comments about quality.

TaBunny

I've never had a problem with Bonprix all their stuff arrives within a week and it's always lovely, if I send stuff back it always goes back on my account and have never had a problem over the phone, its the luck of the draw I suppose.

gymbumm

Same thing happened here with BonPrix! I ordered some christmas items in October 2007 and they didn't show up a week prior to christmas that year. I called and must admit they were pretty quick at sending out the claim form. I received my money back, £44 odd pence but not the £3.50 postage. I called them again and asked why I was being charged postage on a parcel that 'they' lost and I never received? I was told it was being investigated and never heard anything back. I gave it up as a bad job in the end.
Seems they do this quite a bit and make a fair bit on the postage too

positivethinker

I too have had a bad experience with Bonprix, very bad indeed:

In summary, my wife ordered several items of clothing and only some arrived due to being out of stock. Also the order was split into several separate parcels over a period of several weeks. After a while we received an invoice for ALL the items. We queried this by phone and by letter. After lots of to-ing & fro-ing they provided a delivery note which was far from clear. Our signature was in isolation and did not match a specific item description or list. In an attempt to clarify the issues, we wrote to Bonprix to tell them that we would pay for the items we recieved and not for the ones in dispute. In the meantime various transactions had come off and gone back on to our credit card but with no real explanation. After tallying up all the items and charges ourselves, we were prepared to pay for the small amount of shortfall which related to the items we received. By this time we knew we would be unlikely to ever use them again.

Instead of agreeing the partial amount (£45), they continued to write and phone telling us that we had not paid our FULL bill (£90). I wrote a final letter (at least I thought it would be final!) giving a very clear summary of OUR position, and enclosed a cheque for the £45 (ie. the full amount in our assessment) in "full and final settlement". As I already experienced their illogical follow ups and non-follow ups, I ensured this was sent "Special" delivery.

I have not mentioned the numerous phone calls I made where I experienced call queues, automated attendants to nowhere, unhelpful and uninformed staff, on hold etc.

Unsurprisingly the letters continued (even though my bank statements confirmed Bon Prix had cashed the cheque) threatening legal action. I wrote back once more referring to my last letter and the drawn cheque and that I expected closure of the matter.

Instead, ALMOST A YEAR LATER, I received a letter from a 'debt collection agency': EOS Solutions UK Plc in Warrington, demanding the FULL amount. I sent them a letter summarising the above events, and that I was not prepared to negotiate with a 3rd party, and if Bon Prix wished to take me to court, then I would see them there. Needless to say,
no acknowldegement has been received to date.

You guessed it! To my horror, today I received another demand from EOS threatening us with a 'Notification of Intention to undertake a 'status enquiry against you'.

As someone in business and partially trained and experienced in the law, the letter seems purposefully vague in its explanation of the standard practices and correct procedures for debt recovery by law. Their letter is designed to scare: "We shall instruct a debt collector to call your home address..."

Next step? BBC watchdog?

System

I have only ordered from this company once, and I was lucky. Called and spoke to a very nice lady on phone, didn't have a long wait to get through that I can recall.. Placed my order and it arrived within two weeks..

Sorry to hear that there's alot of people having all these problems with order from this company, it can be a complete nightmare..

I am not keen on Parcel net, have had problems myself with them and with Debenhams who have also caused me issues so I know where you're coming from...

nosaja

I ordered some of the stoneware pots on 26/6, they've not been delivered. C/S are very polite, but useless. I've had my card debited, but they can't tell me if/when I will receive my goods. I have now written to their complaints dept. I wouldn't touch these people with a bargepole. You have been warned!!!!

joanna11_2

It was my first order with bonprix, I spent 100 pounds. It turns out that only one top and one jeans fitted me, even if all off them where the same size. To be honest I didn't like them at all, somehow those clothes looks much better on website than in reality.
Anyway, I ask for collection of return and I spend 3 days at home waiting for courier, as he didn't shop up at first 2 appointments. I return goods worth 68 pounds,which for me is a lot of money being frozen, as it was 3 months ago and I'm still waiting for my money!!
I was contacting them via email and phone, and they keep laying that my card was credited! First time they said they credited my card few days before, nd ask to allow 5 working days to reach my account, but after 3 more weeks I was still waiting! So I called again, then they told me that they credited my card not 3 weeks ago but 2 days ago! I don't have to add that it was 2 weeks ago and I'm still waiting. Today I called again and they said that it may take couple more weeks! This is awful! Website is saying that refunds my take up to 28 days... Mine is taking now 3 months, and will take more! I won't order there again

Maidenover

Well it hasn't improved...I am a victim of the lost parcel as well :mad:
I placed an order worth over £100 on 31 Aug 2009.
The order did not arrive within the 10 days stated so I checked My Account and guess what? It showed that all items had been delivered and I now owed the amount in full.
Then the misery began. In total I have sent 7 emails, made 2 (expensive) telephone calls, posted 1 Recorded delivery letter with lost parcel form and now the latest request 1 fax with copy of the lost parcel form attached.
The staff who I have spoken to have both been very polite and have helped me as much as they seem able to but so far nothing comes of it. My experience seems to mirror all of the above. I even mentioned this website and the list of complainants and was told that only people who have problems complain and that the vast majority of customers dont have problems.
This is not the point...I appreciate things go missing but it's how it's dealt with that really causes me to lose my temper. What other business charges you for not actually receiving any sort of goods or service and gets away with it....time and time again it would seem.

The latest statement shows a fee of £12 for default reminder + interest despite them knowing that I have not received the goods. My first phone call cost nearly £3 and the recorded delivery letter was £1.14. There will be 2 other phone charges yet to go on to this and as we all know 0871 numbers are not cheap expecially when they put you on hold for so long.

Surely there should be some sort of consumers organisation that we could appeal to for help...the way this company deals with lost parcels is a disgrace. The bit that really annoyed me is on the lost parcel form which asks you to sign giving your permission to engage in the necessary proceedings to locate your lost parcel. It is NOT my lost parcel...it is THEIR lost parcel. If I post something THEN and only then it is mine.

sassyblue

Blimey, how does this company survive? After seeing the 'duffle coat' thread on the grabbit forum we ordered some stuff chiefly the mini cast iron dishes with lids for about £6.90 per set. Nothing arrived despite my mums credit card being charged and she had an email saying the parcel was despatched.

After a few weeks went by and no parcel came (we heard they came from France on the other thread so waited a little longer than usual) we got in touch with BP only to be told the courier came and there was no-one in. We have a business onsite open everyday yet Bon Prix swore they came (don't think so!) :mad:

Mum explained that she really wanted the dishes could they re-send but apparently they are 'out of stock' - yet they still appear on the website available to buy.

Mum's not had her money refunded yet....:mad: