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MAIL ORDER PROBLEMS
Mail order should be easy – look through a catalogue at home,
place your order by phone, pay by credit or debit card and wait
for the goods to arrive. It should be easy, but it’s not and
a number of listeners have contacted On Your Behalf because they’ve
had problems with mail order companies and simply can’t get
them sorted.
Like Marie – she was in tears when she rang On Your Behalf
earlier this week. Her problem? Argos Direct was charging her for
items that had either been returned or never received; in spite
of buying on interest free credit, there were interest charges on
her account, and she discovered she was paying for payment protection,
which again she hadn’t asked for. Her bill was spiralling
and she couldn’t get anyone in Argos Direct to sort it.
That was Wednesday – on Thursday morning Marie rang again.
Argos had phoned and apologised and sorted out her account and given
Marie £40 as a goodwill gesture. Argos told On Your Behalf
- Argos apologises for the difficulty this lady has experienced
with her order. However, we are pleased the matter has now been
resolved to her satisfaction. A cheque has been sent to cover the
incorrect interest charges and she has been offered compensation
as a gesture of goodwill.
On Your Behalf also helps
a listener who’s been waiting since January for CD’s
to arrive. The company Silverminds told On Your Behalf.
Unfortunately our suppliers
let us down sometimes too, sometimes we can wait for up to 12 weeks
being told that CD’s are being re-manufactured only to find
out that 12 weeks later the supplier has discontinued them.
We can only apologise to your listener that we have been unable
to fulfill all his orders, however he hasn’t been charged
for any CD’s which have not been sent to him.
And Silverminds have promised to contact him and get to the bottom
of this.
And we hear from a man
who’s fed up waiting for Freeman’s to deliver his plastic
conservatory
We rang Freeman’s on
their behalf – Freemans told us
We spoke to your listener both last night and today and he is quite
happy for us to re-order the item, as long as we let them know what
is going on. We have assigned one person who is chasing the supplier
constantly so we can track when the item leaves the supplier and
inform the customer as to when they can expect to receive it. We
will be speaking to the supplier again next Tuesday and update your
listener then.
What a success
– Freeman’s have allocated one person to get this sorted
– Silverminds gave Mr White a direct line to ring to get his
CD’s sorted – and Argos personally rang Marie and she
has someone to ring if it doesn’t get sorted!
Is that really the root of the problem – call centres?
Mail Order Traders Association
0151 227 9456
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