Avoid being fleeced for mail order

snaver wrote: »

Like many older people, my Mother can't get out as much as she used to and, not being internet savvy, likes to be independent and order clothes by phone from Cotton Traders. This is a good company, selling clothes, shoes etc, aimed at those over 50, which sends glossy catalogues by post on a regular basis and allows customers to place orders by phone, post or online. However, based on recent experiences I've had on my Mother's behalf, they are not quite as user friendly or transparent as they could be...

Each parcel (some orders are split into several parts, each sent in a separate package, wrapped in plastic) is accompanied by a returns docket, containing prepaid labels for both Royal Mail and Hermes. Many customers (myself and my Mum included) therefore assume that, as with many mail order companies, these returns are free, as you are buying the items unseen, but beware, they are not. Each package you return costs £2.95 (in addition to the delivery charges you've already paid) which is deducted from your refund. This is not mentioned anywhere on the front of the docket, where the reason for return and labels are given, just on the reverse of that sheet (where many wouldn't even think of looking) and in the order pages of the catalogue. A warning of this between the two labels would have been a kinder move, especially for a company with an older target market.

snaver wrote: »

Secondly, the phone number, which appears at the bottom of most pages of the catalogue, is an 0844 number. These business rate numbers are not included in any inclusive calls package and cost 7p per minute (plus any connection charge) from a landline and possibly far more for a mobile, which generates extra profit for Cotton Traders whenever it is called. Again, they tell you the cost of calling in the order page of the catalogue (but not at the bottom of pages, which many will look at when reaching for the phone to order an item they've just seen). My Mother was unwittingly stung in this way, clocking up a whopping £14.25 in BT call charges over a 3 month period, so again beware.

There is, of course, a geographical number that you can call instead, which is 0161 286 4321, but they keep this quiet for obvious reasons.

While Cotton Traders are acting perfectly legally, please spread the word to family and friends who may be customers, to prevent them paying more for their order than necessary, perhaps without even realising!

Takmon wrote: »

I can guarantee that hiring staff and paying for all the other costs associated with a call center costs more than 7p per minute so they will not be making a profit from this.