11 months to get refund from Trespass: should I pursue further

KatrinaWaves

They may have refunded just to get the matter closed. You have said nothing about them actually reporting back they were faulty.

Close this chapter in your life, I cant see how its worth it to keep on about it

Manxman_in_exile

Aylesbury_Duck said:

RunDeckardRun said:

Trespass could, as a gesture of goodwill, at least have given me a voucher. It's more the principle of the matter though: no-one took any responsibility and, unless I had continued to 'hassle' them, I would have lost out on the refund altogether. It would have been good to have had this properly acknowledged by a senior member of staff. 

Write to them to say that.  You never know, it might get somewhere. 

A few years ago I had problems with a building society constantly mucking up overpayments on my mortgage and charging penalties on them even though I was allowed to overpay up to 10% of the original loan amount each year without penalty.  All the penalties were reversed but not before it had got to the point where I turned up at my branch to speak to a manager and they literally hid from me!  

In the end I wrote to head office to complain.  I wasn't after money - I didn't suffer any financial loss - but I just wanted them to acknowledge their uselessness at even trying to address the problem.  A few days later I got an apology letter from the director, then a call from the director's PA asking if I'd help them with something.  I ended up "starring" in an internal customer service training film, where they got real, peeved people like me to explain their situation, how it made them feel, etc.  They came to my workplace and interviewed me on camera in my office.

I got a thank you letter from the company, the contact details of the director in case I had any future problems, and then totally out of the blue, two months later they sent me a small hamper.

This is why I always think formal complaints are worthwhile - you can help companies who want to improve to learn from their mistakes.

And you might get a freebie!

Aylesbury_Duck

Manxman_in_exile said:

Aylesbury_Duck said:

RunDeckardRun said:

Trespass could, as a gesture of goodwill, at least have given me a voucher. It's more the principle of the matter though: no-one took any responsibility and, unless I had continued to 'hassle' them, I would have lost out on the refund altogether. It would have been good to have had this properly acknowledged by a senior member of staff. 

Write to them to say that.  You never know, it might get somewhere. 

A few years ago I had problems with a building society constantly mucking up overpayments on my mortgage and charging penalties on them even though I was allowed to overpay up to 10% of the original loan amount each year without penalty.  All the penalties were reversed but not before it had got to the point where I turned up at my branch to speak to a manager and they literally hid from me!  

In the end I wrote to head office to complain.  I wasn't after money - I didn't suffer any financial loss - but I just wanted them to acknowledge their uselessness at even trying to address the problem.  A few days later I got an apology letter from the director, then a call from the director's PA asking if I'd help them with something.  I ended up "starring" in an internal customer service training film, where they got real, peeved people like me to explain their situation, how it made them feel, etc.  They came to my workplace and interviewed me on camera in my office.

I got a thank you letter from the company, the contact details of the director in case I had any future problems, and then totally out of the blue, two months later they sent me a small hamper.

This is why I always think formal complaints are worthwhile - you can help companies who want to improve to learn from their mistakes.

And you might get a freebie!

And it was a genuine hamper, not an MSE miracle hamper!

IvanOpinion

The question for the OP would be, how little do you value your own time at?

Manxman_in_exile

If they're like me - not very highly!  Why do you think I'm still here?

Plus a hamper maybe...?

davidmcn

Manxman_in_exile said:

Aylesbury_Duck said:

RunDeckardRun said:

Trespass could, as a gesture of goodwill, at least have given me a voucher. It's more the principle of the matter though: no-one took any responsibility and, unless I had continued to 'hassle' them, I would have lost out on the refund altogether. It would have been good to have had this properly acknowledged by a senior member of staff. 

Write to them to say that.  You never know, it might get somewhere. 

A few years ago I had problems with a building society constantly mucking up overpayments on my mortgage and charging penalties on them even though I was allowed to overpay up to 10% of the original loan amount each year without penalty.  All the penalties were reversed but not before it had got to the point where I turned up at my branch to speak to a manager and they literally hid from me!  

In the end I wrote to head office to complain.  I wasn't after money - I didn't suffer any financial loss - but I just wanted them to acknowledge their uselessness at even trying to address the problem.  A few days later I got an apology letter from the director, then a call from the director's PA asking if I'd help them with something.  I ended up "starring" in an internal customer service training film, where they got real, peeved people like me to explain their situation, how it made them feel, etc.  They came to my workplace and interviewed me on camera in my office.

I got a thank you letter from the company, the contact details of the director in case I had any future problems, and then totally out of the blue, two months later they sent me a small hamper.

This is why I always think formal complaints are worthwhile - you can help companies who want to improve to learn from their mistakes.

Though there is of course a difference in regulatory regimes between financial institutions and places which flog cheap trainers. No need for the likes of Trespass to even have a complaints procedure.

Manxman_in_exile

I just meant a complaint in writing, whether there's a published procedure or not.  If you don't try you'll never get a hamper.  The Duck knows this.

steampowered

I would leave the shop a bad review on google maps.

That way, others will be warned about your experiences.

There are other review sites but I think google reviews are the ones people are most likely to read, as people will often check where the shop is on google maps before they visit. Not sure everyone does that but I certainly do !