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Poor customer service in the UK from big shops

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I purchased some lights over 12 days ago from a well known retailer and still haven't had a delivery.  I have contacted their customer services department on 3 separate occasions and as yet have had no response.  This company says 'They offer speedy delivery and excellent customer service' another company all mouth and nothing to back it up.  I would advise customers to source their goods elsewhere.  Steve

Customer Services in BIG shops is extremely poor.  My son and I spent a day last week looking to replace a TV.  First point of call was Cash Generator where the young, rude and unhelpful staff attempted to sell us a TV that was not working and another that had no remote control even though it was advertised as having one!  When we complained to the manager, he blamed both faults on the customer bringing in faulty items and staff loosing things!  Next we went to PC World where we found a perfect 32" TV at the right price.  But the shop refused to sell it to us because a fictitious customer had reportedly bought it!  Strange, because it had the same name of a boy who had sold me a dodgy netbook overleaf on the display ticket.  It was on shop floor being displayed for sale yet he had reserved it!  So we left and went to Comet where we bought a 22" TV, which only worked for 3 days and as I write this TV is packed in its boxed waiting for an engineer to say it is faulty before a refund is given!  That is more time off work for that plus more costly phone calls to Call service centres with Comet having the worst, unsympathetic, uncaring, not-customer focused, unapologetic, sarcastic I've ever dealt with.  Now I have a TV, bought for Christmas with very little chance of us getting a refund BEFORE then so we can go get another one.  The whole thing is a complete, unacceptable joke and we are not laughing!  Anon

In this country if you book a holiday abroard especially a cruise, if for any reason it goes wrong such as flight cancellation be prepared for the following.  It's the UK, so we don't return calls.  It's not our fault but hang on, I'll just pass you on to someone else who doesn't give a damn either.  Be prepared to be on hold for an hour only to be cut off.  What about another flight you may ask?  No can do, youll just have to miss your boat and contact us another date try sometime after Xmas.  What about my money and all the extras ive paid for?  No chance im afraid you lost that.  What about the expense ive incured in petrol driving four hours and back from the airport, and what about the hotel I stayed in and the loss of two weeks parking?  What about the money I paid for the cat to stay 2 weeks at a cattery?  Why is no one from the company I booked with, willing to SPEAK TO ME??  Why did they send us home when there were other flights?  Why do they always answer the phone to take your money but never to resolve an issue?  Why do they answer the phone in America but not in the UK.  We need to be a lot more higher in our expectations and ask who is sorting out what, when it goes wrong.  Customer service in the UK sucks.  Blue Nose

Poor customer service in the UK? I got an outward bound sales call from Talk Talk.  I'm already a long standing existing customer.  I was offered a new package which made a lot of sense and I went with.  Great.  I was then asked to hold while the call was transfered to a manager who would confirm my order.  (I hadn't ordered anything, but I suppose thats just being picky!).  I then speak to a 'manager' who then proceeds to read out a script repeating everything that I have just been through and welcoming me to Talk Talk as a new customer.  I explain that I am an exitingcustomer and don't need to go through this.  "But I have to read this script" she says.  It was so irritating, irrelevant and a waste of my time that I decided to call customer services (thats a joke).  A ice lady told me that she would log my complaint.  When asked if I could speak to someone in more authority, I was told no I couldn't and that no feedback was available, un less I wrote in.  So I made two complaints about the customer experience.  The first about my first call with Talk Talk and the second about the compalint handling procedure.  I notice that last year Talk Talk opened a very swanky Customer Experience Centre.  Shame the hype doesn't support the acual experience of being a customer.  Joe Espana


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Jethro

Jethro

Struggling John Lewis will no longer give out weekly sales figures.

Could they be the next big high street brand to call in the administrators. Too big to fail???????
28/01 Jethro
2
grumpyoldwoman

grumpyoldwoman

Part 2. We decided to try a company with a localish branch (half an hour away). I won't name them as we did finally have success with them (I think). Looked them up in yellow pages, found a local number and rang. We'd been given the name of a member of staff, C****, who would know what we wanted as another contractor buys this sort of stuff from them. Asked for him to be told "nobody of that name works here". Eh (again)?

Explained what we needed, not much help. Then she said "I could try contacting you local branch". Eh (no 3!)?

I rang the local number says I; apparently all the branch numbers go through to a call centre in Leeds. Well, no wonder she hadn't heard of C****! I asked for a direct number, she couldn't give me one. "There's only a few staff work there in the warehouse". Don't you have a shop there? Well , there's only the warehouse and the trade counter. Duh! Having started the call with the name of the company I work for.......... I will call them and see if they'll speak to you, but evidently they wouldn't as they didn't. She said she'd ask the manager to call me.

He never phoned, but in the meantime the GOM decided to go up there anyway (over an hour round trip altogether); fortunately they had some of what we needed and have ordered the rest, should be in Friday, so another hour round trip.

Why in these hard times is it so difficult to spend nearly £200?
08/01/14 grumpyoldwoman
-2
grumpyoldwoman

grumpyoldwoman

I can add a couple of companies to the list, Workwear Express and Total Workwear. Not companies many gripers will use I know; but one will take your money under false pretences, the other doesn't seem to want to take it at all!

We needed some speciality protective clothing for Monday 13th, found what we needed on Workwear Express' website and placed the order yesterday (best part of £200). The banner across the top of the website trumpets "free next day delivery" so I thought the order would come today.

The carrier they use normally emails with a delivery time and when I didn't have an email this morning I decided to do some checking. They'd sent a confirmation of order as an attachment (which I didn't think I needed to look at); I looked at it today and found the dispatch date, 15th January. Eh?

I phoned them and asked if it could be brought forward, explaining I'd expected next day delivery. Apparently that only applies to "selected items". It couldn't so I had to cancel the order. He did apologise, at which point I said, "Well, it's your loss". He put the phone down.

So we tried Total Workwear, found what we needed but not wanting to get caught out again decided to phone in the order. After some difficulty I found their well hidden number with a message above it saying that the phones were usually very busy so it may be quicker to email them. In the meantime I phoned twice; of course it wasn't answered so I left a voicemail asking them to ring me as soon as possible as I wanted to place an urgent order, having been let down by another company. Still waiting to hear from them.
08/01/14 grumpyoldwoman
-4
poppy1

poppy1

Oh, and I forgot to add Halfords...which should be right up at the top of my list!
16/01/13 poppy1
-12
poppy1

poppy1

here is my list of incompetent companies who are more interested in making a fast buck than providing a good customer service..
Partmaster/PC World/Currys. BT British Gas, Talktalk, LloydsTSB
By contrast,I have always experienced excellent customer service from AmazonUk.
16/01/13 poppy1
-15
A bored spectator

A bored spectator

Oh don't get me started on the 'customer service' is this country. I lived overseas for some years, and I got used to being treated like a 'customer' when I went into shops and restaurants etc. Over here, they give the impression that they are doing you a personal favour by assisting you. The trouble is that writing complaints seems to fall on deaf ears - so the service stays poor.
30/06/11 A bored spectator
0
TonyL

TonyL

Support your small local independents, that is where you should get great service, it is in their (our, I own a shop) interest. It is the only way to guarantee repeat business.
11/06/11 TonyL
-13
Greg

Greg

I've contacted customer service departments at about five companies in the last couple of weeks for various reasons, and every one has followed up via email with a request that I fill out a survey describing my experience with them. What's with this latest corporate fad? Here's my message to these companies: LEAVE ME ALONE! If I have a problem with a company's customer service, I usually let them know. If you did your job right, you won't hear from me again. One of the banks I dealt with have followed up every couple of days to remind me how vital it is that I comply with their request...they're going to have an ex-customer soon if they don't quit.
13/04/11 Greg
-13
artuksa

artuksa

I run a cafe and get many customers who have 'nightmare' experiences with Taltalk, who are better known as 'Notalk'. However, I have also worked in callcentres and have sympathy with the so called Customer Service staff. Callcentres are like battery farms and staff are treated as such. With targets to reach I learned very quickly to tell the customer what they wanted to hear to get rid of them or if possible just disconnect the call so you could be sure to take the required daily quota. The worst callcentres are Govt ones, I worked for the DWP and the priority was meet targets first, service was secondary, every day anyone who hadn't taken their 'quota' of calls the previous day had a session with a manager to 'analyze' the problem. Quantity was the absolute priority, whether you actually helped anyone was irrelevant.
22/03/11 artuksa
-7
TG

TG

Kay I had exactly the same from orange regarding the IPAD on tuesday I have emailed a complaint to them !!!
18/03/11 TG
-9
Kay Sherman angry and peed

Kay Sherman angry and peed

I cant believe what happened to me today,i ordered a ipad 32 gig for the special price of £99, this Tuesday I paid by debit card and gave a date that I wished for my order to be delivered. everything seemed fine, until I received a phone call from orange to say they had run out of ipad in the 32 gig, funny because they told me they had 49 left I was guaranteed to have one, so I placed a new order for the 64 gig, for an extra £50 the customer service lady apologised for the inconvenience and told me that they had 449 of the 64 gig so there would not be a problem, I then got a phone call a 6pm telling me that orange could not for fill my order as the suppliers had told them they could not let orange have the ipads that had been promised... I booked a day off work for the delivery, orange have got my spare funds as it may take up to 7 days for them to refund, what a joke a multimillion pound company that treats it customers like it doesn't matter that they play with peoples lives. I'm going to have to consider who my service provider is in the future , thanks orange for taking my money twice ,promising me my goods then telling me that that wasn't true, customer service training is available on line at the appropriate site, make she you get what you pay for. !!!!
16/03/11 Kay Sherman angry and peed
-22
Sam, the Tiger

Sam, the Tiger

Sorry, "a subscriber's paid-for but ...." My watch says 7:33 AM while the PC clock reads 8:33. Time change?

Why didn't this go through the first time? Too short, too incriminating, darned - so I'm padding it up to bulk it.

Failed again, the second time. Sigh, maybe I should find an article on this sort of service garbage in our province and country. Seriously, so much you will pick up from The Marketplace - click on "cbc.ca" and go to the link.
13/03/11 Sam, the Tiger
-1
Sam, the Tiger

Sam, the Tiger

Deplorable customer service is not peculiar to the United Kingdom only. It's far more than endemic. Watch our Toronto's CBC program if you can - called MARKETPLACE. Google and download. Unbelievable what goes on daily right under our nose in the marketplace.

This week portrayed what goes on in the $20 billion cellphone industry. Here are some representative eye-openers: so, caveat emptor (buyer beware), not caveat venditor anymore. The latter gets away if you assumed too much. I won't mention the names of of these huge intercom conglomerates for their unconscionable trade practices.

A varsity kid visiting Russia was penalized $18,000 for roaming charges. With CBC's intervenion, it was reduced to $5000. Cost to the Russian service provider $4.00 and air time usage was equivalent to downloading half (1/2) a movie. Markup - 125,000% (I didn't work this out).

Another firm reduced a subsciber paid for but insufficiently-used air time daily due to "maintenance cost" for his not knowing how to text. $205.00 and would not budge.

A US citizen (deported) in Toronto and recently divorced from her government official husband had to return to the States. Canceling her phone contract cost her $800.00.

A fat-cat federal Telecommunications Minister, a moron extraordinaire was interviewed; he passed the buck on to our CRTC (Canadian Radio-television Telecommunications Commission). I guess this is where the buck stops, DEAD, right on the track.

Lesson to take from this: DO NOT ASSUME. DO NOT TAKE THINGS FOR GRANTED AT FACE VALUE. KNOW WHAT YOU'RE GETTING INTO. If it's too good to be true, it probably is.

Happy weekend, folks.
13/03/11 Sam, the Tiger
-10
Skypeedoff

Skypeedoff

I cannot see how anyone can say that Sky provide good customer service. They have missold me products and they have taken money out of my account by DD that they are not entitled to. They have a cheek to charge me 9p a minute usine skytalk to complain about their sharp practices. Thety are so bad I have lodged a formal complaint with the regulator and I will also be taking action to recover money owed to me.
11/03/11 Skypeedoff
-10
retri!

retri!

In my opinion, the following companies have excellent customer services: sky, ovo, microsoft, tesco, barlcays, royal bank of scotland, scottish hydro electric.

The following are terrible: lloyds TSB, HBoS, scottish power, virgin media, orange, specsavers.
10/03/11 retri!
-7

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