Ideal World - do NOT phone their customer service, I stupidly did...

frugalstephen
frugalstephen Posts: 180 Forumite
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edited 5 April 2022 at 9:24AM in Praise, vent & warnings
I got a voicemail from the TV shopping channel 'Ideal World' asking me to call them back re an issue I was having with them, Stupidly, I called the number, and just discovered that my 5 minute call cost me £5! Yes, I'm an idiot, I normally check 'odd' numbers for the charges, but because this issue was dragging on for weeks, I just called without checking.

The phone number to avoid is 08717 123456 I feel pretty stupid as the cost of the call negated the actual issue where they had mishandled a postage refund! Oh well, at my age I was bound to get scammed sooner or later...

Comments

  • oldagetraveller1
    oldagetraveller1 Posts: 1,266 Forumite
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    edited 5 April 2022 at 2:05PM
    I think their telephone ordering number is 09-------- too and used to be 20p/minute plus your  telephone provider's charges?
    That 08717 number is 13p/minute according to their website. How did 5 minutes become £5? At 5 minutes that should be 65p so the extra must be your phone provider?
    I agree though, they should be contactable  using a standard call rate number for those who prefer that method.

  • frugalstephen
    frugalstephen Posts: 180 Forumite
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    edited 5 April 2022 at 2:20PM
    I think their telephone ordering number is 09-------- too and used to be 20p/minute plus your  telephone provider's charges?
    That 08717 number is 13p/minute according to their website. How did 5 minutes become £5? At 5 minutes that should be 65p so the extra must be your phone provider?
    I agree though, they should be contactable  using a standard call rate number for those who prefer that method.


    Here's the charge... Already contacted EE, they said Ideal World imposed the charge, not them.


  • Slumbershade
    Slumbershade Posts: 693 Forumite
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    does all the money go to the phone company? I never understood how it works, if corresponding company gets some of the pie somehow, thanks.
  • jon81uk
    jon81uk Posts: 3,768 Forumite
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    does all the money go to the phone company? I never understood how it works, if corresponding company gets some of the pie somehow, thanks.
    Numbers starting with 084, 087, 09 and 118
    1.  084 and 087 numbers are typically used for banks, utility companies, customer helplines, government departments and voting in TV shows
    2.  09 numbers are typically used for premium rate services
    3.  118 numbers are used for Directory Enquiry services

    When calling these numbers you’ll be charged an access charge and a service charge

    The access charge is the amount charged by EE and the service charge is charged by the organisation you’re calling. The amount of the service charge is set by them, and should be stated anywhere the number is advertised.

    EEs access charge is 67p per minute.

    So Ideal World get most of the 13p per minute and EE get the 67p per minute.


    From a BT landline the access charge is 22p per minute, so would have been £2.25 cheaper for the 5 minute call.

  • jon81uk said:

    EEs access charge is 67p per minute.

    So Ideal World get most of the 13p per minute and EE get the 67p per minute.


    From a BT landline the access charge is 22p per minute, so would have been £2.25 cheaper for the 5 minute call.

    Interesting to note then that the EE advisor I spoke to was, well, let's just say, 'mistaken' on the allocation of the charges...

  • flossy_splodge
    flossy_splodge Posts: 2,527 Forumite
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    I had an issue with Ideal World some time ago and included comment in my product complaint about what it was costing me to call them. They refunded the cost of the call. Worth asking or shop with QVC who quite frankly are exemplary when dealing with customer service. Have stopped shopping with Ideal World for their poor set up.
  • I had an issue with Ideal World some time ago and included comment in my product complaint about what it was costing me to call them.
    Ironically, the issue I had with them was their incompetence at refunding my return postage for an item I sent back. It took 5 weeks, and over 25 emails! I was determined to pursue it, it was only £8.95, but it was my money, not theirs! The thought of trying to get £5 refunded from their scam phone call just fulls me with dread LOL Sadly I have a minor obsession with watches and IW is the only UK seller of a brand I love, though my last experience with them may have finally cured me of my obsession - so all good :D
  • zagfles
    zagfles Posts: 20,316 Forumite
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    jon81uk said:

    EEs access charge is 67p per minute.

    So Ideal World get most of the 13p per minute and EE get the 67p per minute.


    From a BT landline the access charge is 22p per minute, so would have been £2.25 cheaper for the 5 minute call.

    Interesting to note then that the EE advisor I spoke to was, well, let's just say, 'mistaken' on the allocation of the charges...

    This is Ofcom's idea of "clearer pricing", which even telecom companies CS don't understand!
  • I've had a nightmare with Ideal World - bought an ebike in January (on 4 installments.) - It arrived promptly, but damaged, so on their advice, I repacked it immediately and arranged to stay home for their collection and return for refund/replacement.  Couriers failed 3 days toturn up, so I arrranged with their couriers myself for the retiurn.  The couriers confirmed the return, but Ideal World have never acknowledged it. 
    Since the bike was collected, their Customer Services have ignored everything to do with it. 
    Then, despite having confirmed confirming that payments would be suspended until I'd had a chance to try it, they took a second installment from my credit card.  I blocked the card, of course, and complained (again) but far from rectifying matters they have now engaged a debt collection agency. 
    I've kept them informed of all the details at every stage.  I am hundreds of pounds out of pocket, and have had nothing but intransigence and harrassment (phone calls with no message except to call them on their premium number, and now a letter from a debt collection agency,) from them.
    Needless to say I've been stressed and depressed - is that how they like to make money?  Do they hope that dissatisfied customers will eventually give up?
    Gaslighting and ignorance are not a good advert for Ideal World.  That's Ideal World, everybody, also known as Ideal Home Shopping, Ideal Shopping, etcetera. 
    I see that the company has recently been bought.  I hope the new owner has conscience enough to treat customers right in future.
  • dmmcdade said:
    I've had a nightmare with Ideal World

    I found it  very therapeutic to write a review on TrustPilot LOL


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