Softuk - problems?

beadysam

bright_spark wrote: »

I've used them many times, never had any problems...

They should have replied to your email though......

Yes, its a shame as they are very cheap. My feeling is that they are just a bit out of their depth and are more into making cash than providing good customer service....

DamienGiles

I also had a problem.

Ordered on the 2nd, didn't receive anything by the 17th.

Emailed 17th, got a reply today (28th) - Basically a claim disclaimer for RM.

I've returned this Recorded Delivery.

What's interesting, is I now have their address which might help for someone in the future.

SoftUK Returns
4 Coomber Way
Croyden
CR0 4TQ

What's interesting is that doing a search on this address, shows a company that deals in "Computer Games" under Creative Distribution.

Creative Distribution
4 Coomber Way
Tel. 020 86643456
Fax. 020 86648848

Also, the email was from James Johnson (which I presume is james@ softuk com) Also, Joe Killick is another name (which others confirm joe @ softuk com) works.

Hope this helps people.

Realfriendlyman

It seems these problems were consistant throughout the christmas period.
I've used Softuk loads of times and they've always been extremely reliable and I've received all my orders within 1-2 days but I recommended my brother to use them as well and he had a problem with his order not being dispatched in due course.

After emailing them to see what was happening, he managed to receive a response stating there's been technical difficulties which has made the problems even harder to handle at the wrong time of the year, as they've struggled to keep up with demand.

My brother did manage to receive the games before christmas, so they were true to there guarantee of receiving the christmas gifts in time and they've promised to make it up to him once they've resolved the issues.

I also noticed this from the owner of Softuk on another forum today, so it looks like they're fully aware of the problems and will be looking to make it up to everyone, so I'm very eager to see what they'll have in place and I'm willing to give them another chance to prove this was a one off:

"As a reputable company, a company that does not want to hide away I would like to apologise on behalf of SoftUk for the lack of customer services via email and phone over the Christmas period. We suffered severe delays in dispatching orders due to a 100% increase in orders from mid November onwards which was not fully anticipated.

There have been a number of issues raised over the Christmas period such as emails and phones not being answered, second hand games being sent to customers, confirmation emails not being received and customers chasing their credit card companies. I will now try to address each issue raised.

Firstly, we do not sell second hand games. If anyone has received a game that is not brand new or in the condition they would expect then we will refund or replace the game.

In trying to dispatch all orders the same day we did not have the man power to answer the phone enquiries and emails at our normal extremely quick response times. We understand the importance of excellent customer services and we would never ignore any enquiries. We are currently working round the clock to answer all enquiries and we are in the process of introducing a number of measures to ensure this never happens again.

With regards to the ‘confirmation’ emails not being received by customers we have now introduced new measures to make sure these are now received. We became aware mid November that a large percentage of emails were not being received by Hotmail account holders and some other accounts run by Microsoft. We have made necessary changes so that all confirmations emails are now received.

Due to a combination of the above issues their were a number of customers that took action in contacting their credit card companies to stop payment as we could not reassure them that their orders were being dealt with and would be delivered in time for Christmas. I would urge any customers that are still awaiting a response or are not happy with any part of the service they have received to contact me by ‘PM’ via this forum or email customerservices at !!!!!!!!!!!.

As a thank you for your continued support, we're putting together a very special exclusive offer to our customers that remained loyal on top of our below industry prices in hope that anyone who experienced a poor service will give us another chance to see that everything is back to normal and to test the extra measures we are currently putting in place in order to avoid these problems ever occurring in the future.

I would like to thank all the loyal customers that have supported us …..as an existing customer, I'm sure you're aware that we're renowned for our quick delivery, as well as some of the lowest prices in Europe and we want you to understand that we want to treat our customers as they deserve, so we promise we will make it up to you in the very near future, so do watch this space.

Kind Regards

Steven Wright
!!!!!!!!!!!"

Perfectionist1

scat wrote: »

My order placed 30th November is still listed as 'Pending'. Money was debited straight away. No contact at all. I'ld seriously advise people not to be ordering from them at the moment.

That's exactly what happened to me! You'll never receive your product now that's the kiss of death I think once they've taken the cash. Check this out (I replied to a post I made over a year ago, check the first post date)

Got me out of lurking!

Anybody considering this company might want to take a SERIOUS look at some on-line reviews - they are CONMEN quite simply.

Reviews on softuk.com Look at tests, reports and read reviews: dooyoo.co.uk

Review Centre - Online Shop Forum Online Shops Forum: www.softuk.com Review

To people that have had money taken from account yet it still says "Pending", this is the normal Softuk stalling tactic it seems to make you think it's all going well - You would be well to check out this page about mediation and arbitration and finally the small claims court if that doesn't work - don't let the ba!!!!!s get away with it!