Ideal World????

terrierlady · 23 September 2005 at 8:35AM

Hubby ordered a memory foam mattress topper for me after 14 days it arrived, well the wrong size did!!!!!
Telephoned customer services maybe in India.
Will arrange collection and ring you back so sorry for inconvience...well mistakes do happen so still happy at this point.
2 days go by no tel call.
chased again spoke to another very nice lady yes all arranged parcel force will contact me to arrange pick up... WHEN I ask ,as soon asp she replied thank you for calling.....
another day goes by....
Now annoyed and started to email and fax and telephone...
No replies to any emails despite them being read.
Chased again today some 5 days later. still same reply being sorted.
rang parcel force they cant collect until paperwork with the bar-code arrives!!!!!!!!!!
Did however tel me it could take another 5 working days for them to get the paperwork as ideal world are known to be slow on pickups if no exchange.Anyone else had trouble... Use QVC and they are spot on time and date agreed in advance of collection.

oldagetraveller · 23 September 2005 at 11:30AM

You've possibly been unlucky as on the only occasion they sent an incorrect item it was picked up within a couple of days after notifying them. Received a refund a few days later as the correct item was no longer available.
If you need to contact their customer services don't use the 0870 number but 'phone 01733 887123 instead!
Found them to be quite good but delivery times can be a bit prolonged and the money is taken from your bank account immediately even if the item is not delivered until say 14 days later. :mad:

AnnieP_3 · 23 September 2005 at 2:52PM

Thanks for the phone number for customer services, I absolutely refuse to use 0870 numbers!
AnnieP

oldagetraveller · 24 September 2005 at 10:05AM

Might as well make it a full House!
Ideal World ordering - via operator - 01733 887112
Ideal World "in first" automated ordering - 01733 887171

bunking_off · 24 September 2005 at 11:32AM

I don't suppose any of these numbers terminate in the UK rather than at the Indian callcentre do they? We've had terrible trouble with this lot and only manage to get any deviation from the standard script if we can get it escalated to the UK...which they don't like doing.

If it was down to me, I wouldn't touch them with the proverbial stick, but the missus is addicted to all the crafting stuff and no-one else has the range...

oldagetraveller · 24 September 2005 at 5:35PM

bunking_off wrote:

I don't suppose any of these numbers terminate in the UK rather than at the Indian callcentre do they?

I think you're right in that the numbers direct the caller to India. Even the CS number I suspect terminates there as well. It's always been someone with an Indian accent whichever number.

Might be worthwhile writing a letter, (nicely for the initial one you can always escalate if a follow up is needed!) explaining the problems, to Paul C Wright, Chief Executive, Ideal Home House, Newark Road, Peterborough, PE1 5WG. Also advise him, or whoever is going to read the letter what you think about their customer service, or lack of it in your case.

terrierlady · 26 October 2005 at 9:19PM

chased refund today and money should be back in account tomorrow. !

colmil · 27 October 2005 at 10:51PM

I have bought from both QVC and Ideal World and without doubt, QVC are way ahead on both the quality of their call centre( Liverpool), presenters, delivery and professionalism.

There is'nt a single presenter on Ideal World who would hold down a job in QVC, which is probably why they are at Ideal World!

To be fair, wherever Ideal Worlds' call centre is, I have found them extremely courteous, following their script, of course, however, one one occasion I simply could not understand what the young man was saying, n the end I simply gave up and put the phone down!

Do we not have a right to expect to speak to someone from the UK when we are giving them our money?

colmil · 27 October 2005 at 11:05PM

Sorry, forgot to mention that Ideal Worlds delivery charges are way too high compared with QVC, just another wa y to add profit without putting it on the price of the product, of course!

Cynical, me?

Poppycat · 27 October 2005 at 11:07PM

I think there call centre is in India nowt unusually about that these days.

trinnylilac · 28 October 2005 at 9:51PM

I would call the presenters online with the pretence that you want to tell them how wonderful the product is they are selling on air. Then say" WHERE IS MY MEMORY FOAM MATTRESS etc." That should sort out your problems and be quite amusing to watch.