Never Shopping with Kays Again!

beachbeth

I have had a Kays catalogue for at least 25 years and have never had problems with their service. However, they seem to have changed hands this year and, after a number of problems with them and having to keep ringing them up Im going to pay off what I owe next month and cancel my account. Im also going to send a stiff letter explaining why! (Does anyone know the best place to send this?)

Firstly, they changed the bank account details where payment had to be sent. I sent my monthly payment off to the old account by mistake. I realised quite soon what I had done and so rang Kays up to tell them I had paid but to the old account number. They assured me that this was fine and that I wasn't the only one and all payments to the old account were being processed and it would be sorted out.

However, I had a letter from them saying I was in arrears (I owed less than £100!) and they had cancelled my cashback facility. (They give you 10% cashback on every £10 payment you make). I rang them again to tell them what had happened and they didn't seem that bothered and said they would send me a form to reinstate my cashback. Trouble was, I had recently paid off £490 and wanted the 10% of this to go towards paying the rest off. If I had known they had cancelled my cashback I would have waited and paid this large amount off later. I have made numerous phone calls to them and its took about 6 months for them to reinstate my cashback. I have told them that I am a long standing customer and have never been in arrears and that I made this big payment in order to get the cashback from in. They aren't interested and say they can't backdate cashback and so Im not going to get the £49. Im so annoyed with them!

Added to this that they have changed the way the online statements work and its very hard to work out what you actually owe at any one time! In the balance owing they include 'buy now pay later items' as well as items that have been sent back!

Im sorry this post is long but Im so angry with them and hate the changes they have made. Im going to pay everything off and cancel my account with them!

Anyone else had similar problems?

Keeping_Positive

Are they part of the group choice is under as I had a similar problem with delayed payment, stopped cash back due to new account last summer. It is sorted now but I am still wary.

If they are showing no appreciation for your loyalty I would move on.

Becles

I stopped Kays catalogue as they started using one of these couriers who works from home in their own car.

He said himself he was an "early bird", so he used to come round delivering stuff early in the morning, and I got fed up with being knocked out of bed.

My neighbour is addicted to catalogue shopping, and she used to ignore the door as she hates getting up early. Even when there was no parcels for me, he would bang on my door till I got up and ask if I could take stuff in for her.

It said on the stationary he would collect returns between 9am-9pm, but he would only come early morning, and never when it was convenient for me.

I cancelled my Kays account and told the man I was refusing to take any more parcels in for next door before 8am.

Beanbag

Has anyone else had their Kays cashback cancelled, as I've noticed that mine has stopped as well, I have been with them now for over 10 years, never missed a payment and cannot find any information about cashback being stopped!

Anyone else?

Keeping_Positive

I have found mine has stopped were I order sale items which these days is all I do order. This is Choice again though.

withabix

Kays and Choice are now part of Shop Direct Group - Littlewoods Direct/Marshall Ward/Littlewoods/Additions Direct etc.

All the same, however some sites charge more for the same goods.

suz7

Hiya, My cashback has stopped as well. I sent them an e-mail and it turns out they don't pay cashback on payments under £20 (my balance is only about £60). I am almost sure this never used to be the case so maybe they've changed this as well.

I won't be ordering anything else from them.

Beanbag

I got an email back saying my query was being passed on, think i'm gonna cancel me account now though as they are just too expensive!!!

Froglet

Thanks for the warning about the cashback.My fault for letting it go so long,i just hadn't noticed i wasn't getting it added.The annoying thing is that had i known i would have paid off more each month.I agree,I cannot find anything about it either in my paperwork or on their website.I have emailed them but don't hold out any hope.
I too have had Kays for well over 20 years but not any longer,i think it is disgusting treating good payers like this.

Beanbag

just letting ya know that i'm still waiting for a reply about my cashback, would phone them up, but I'm losing the will to live over it (well not quite), I might give them a call this week!

renegade

hi
I too have shopped with Kays for years. Also had a problem with cashback, I was told if you want to be regstered for cashback you have to apply for it! They refused to give me my cashback, so I waited until my balance was totally the amount of cashback I was due, told them to take the cashback off my account and to close the account, I have never shopped with them since and put all catalogues I receive in the recycling bin! They have lost a good customer due to being taken over by Littlewoods .