Insincere apologies

Name them and shame them it's the only way was it Dobbies? and yes it always pays to complain on their fb page.
inishowen Talk talk was on the BBC news this morning worst customer service ever apparently.

Excellent service from DFS, the salesman actually told us to look out for price reductions whilst we were waiting for delivery of our suite as they would adjust the cost for us (there was a price drop and they did reduce the amount we owed). There was then an issue with one of the cushion covers, a quick email and photo and they sent the new cover complete with a man to fit it for us.

I have similar experiences with a Garden Centre but the worst thing was with sheepskin slippers ,the company have more or ,less ignored my complaint I wonder whether we would be able to publish the names of these stores. The slippers were not by any means inexpensive,

We had a bit of an issue with EON when we moved house, at the end of the call I said that I was not happy with the way things had gone. The customer service chappie asked if I wanted to make a complaint so I said no not a formal complaint but I would like it noted that I wasn't happy. He said in that case he would have to get a manager because he wasn't allowed to end the call without resolving my issues. I then had to go through the whole thing again with the manager. What a pain but at least they did try.

This post does bring to mind the fact that so many companies do not deliver on customer service and expect to get away with it, with no recourse. Empty apologies are not worth anything. It is a sad world.

I bought a duvet cover instore from a good local firm in Norwich, which is 30 miles from here. When I got home, I found that it was wrongly sewn at the top. I emailed the firm, explaining that it was a long trip to return it. They sent their rep round to collect it a few days later, and immediately refunded my money. Well done Aldiss of Norwich&Fakenham, I shall certainly shop there again!

I would get straight down to the CAB.

Asking for photographs seems quite common now. I had it when I got a chair that had been marked by the packaging. The problem is that every time you ring or email, you are dealing with a different person and they take you back to the first page of their handbook of dealing with people.
Getting the chair replaced wasn't that different (although the replacement isn't perfect) but getting them to collect the old one was a nightmare. It took 9 emails and they only dealt with it when I put a negative review on Trustpilot. They arranged to collect it and then immediately asked me to change my review. I might have done if they had waited until it had actually been collected. The had sent 2 men to deliver it but only 1 to collect it although I had reminded them that I am in a first floor flat.

Email and ring Head Office after finding out the name of the CEO and sending them to his email address.
You want the organ grinder not the monkey.

inishowen Just to make you feel even worse Talk Talk I heard today on tv is now bottom of the list for who you would be most likely to recommend as your internet and phone service provider.
I was with TT for eleven years until last august when enough was enough. I won't go into the numerous problems I had with lack of the internet and even worse and many many times no phone service. Are you aware the ombudsman do not have any dealings with TT any more ? so my only option when enough was enough was to take my business elsewhere.That did it .
I had hassled, sent letters which were ignored, made threats to get a refund of prepaid line rental. I was eventually reimbursed. I still get calls from them with offers but no way what ever deal they offer would I give them my business.

GabriellaG.
Been there did all that They ignore you hoping you will go away Say they are soooo sorry to hear that and will deal with it. The letters I received, a four year old would have more intelligence.TT were like parrots and repeated each other. They couldn't even get my name right even after eleven years with them Every letter said the same They need to get their act together. I would never go back to them whatever they offered..

Kookim Read up on the internet .'The Sale of Goods and Services Act' or phone citizens advice and they will tell you what to do. Don't give up. Threats don't give results
Know your rights look at what the law advises and take action on that.

We have done a complete refurbishment of our house this year. Purchased all of the white goods from Currys, eight items in all, would just like to stick up for them as the customer service from purchase to delivery was exemplary. Also like to praise Harveys Furniture Store and a little local furniture store called Parrys, both have been extremely patient with us as we have had to delay delivery on numerous occasions.
Wish I could sing the builders praises but he has been a useless, incompetent bully.
Oh well can't have everything.
Hope you have many happy years of use of your garden furniture KittyLester and some sunshine to make it possible.

Just before Christmas I brought a washing machine from Argos I took the day off work to take delivery only to receive a phone call saying it would now be 3 weeks later. She was matter of fact and said take it or leave it.

When the machine arrive the delivery guy had no idea how to plum it in said I had a plumbing system he had never seen !!! He said he was going to leave it thinking I was daft enough to let him. I am a widow with little support so I said that wasn't acceptable I had paid for this service. After phoning his support team he and his mate plumed it in well sort of, he flooded my home in the process. He panicked and in the grabbed the pan from a pair of antique kitchen scale, that had belonged to my nan and stared to bail the water out. I asked him not to use the pan and gave him a bowl. He broke the bottom of my sink unit it was like something out of a carry-on movie. When he had gone I noticed the brass pan from the kitchen scale had gone. After months and months of calling emailing I was just basically ignored with a few insincere apologises. I was in tears over it for weeks the scales were an heirloom. I was treated like dirt by all involved tweeting made no difference nor did Facebook.

After Christmas my daughter needed a machine No way would I ever buy from Argos again. I brought her one in curry’s. The machine didn’t work from day one. After 2 weeks the thing was smoking went bang and died. We rang curry’s who said nope nothing to do with us even though my contract was with them. So I rang Beko expecting them to give her a new machine as the law states but no. Beko said no they would not let her reject the machine within 30 days as the law states. They sent out an engineer out who said it wasn’t worth fixing as it needed a whole new motor. He basically said Beko machines were rubbish and only built to last 30 days. He wrote on the report unfixable. Now we are talking a brand new machine so I wanted a refund. We rang curries again who said if Beko agreed we could have a refund.
Beko refused to replace it saying they would fit a motor but as they had no new motors they would fit a 2nd motor!! They said it was standard practice to fit 2nd hand motors and parts into machines!!!! When I refused the women on the end said I don’t know what you expect if you pay such a little for a machine (it was £300) I went to trading standers who said both curries and Beko were breaking the consumer rights laws. Both Companies had no regard for the law and both told me to sue them knowing I couldn’t. Both refused to refund or replace.
Beko were disgusting rude and refused to apologise in any way, Curry’s played lip service to apologising .

In the end I put the machine in my car took it back to the shop late on a Friday evening when I knew the staff would want to go home and said I wouldn’t leave without a refund. I have the say the 2 members of staff were lovely and refunded us in full with no fuss at all. They said they heard this story so many times and curry’s and Bako were not great people to trade with. we went to John Lewis.
My mum always said pay peanuts get monkeys we tweeted and they are sorry on the tweets they send back but privately they do nothing they break the law and do not care at all. I too was fuming but also very upset.

Kitty Lester
Refer to the Goods and Services Act' online 'or contact Citizens Advice. Some sellers will not rush themselves to put things right so they need a jolt in the right direction Good luck.

Shoddy goods, lack of service is on the increase.
The law is on our side and although can be time consuming and stressful a consumer/ customer has rights. The only way to show those who seek to offload their rubbish products and services on us is to get familier with the law which is available online.Be armed and ready with your rights. Citizens Advice are also a great help and will put you on the right path.

I had a ridiculous estimate from Carpetright, cancelled and went to an independent local flooring company. Absolutely delighted with the cost and service.
I wrote them a 5star review and recommended them to my son and DiL.
Last week the firm laid carpets for them in 3 bedrooms plus hall and stairs and will get repeat custom when the kitchen and bathroom are redone.
Sorry it isn't a national company!

AO have an excellent delivery strategy.
Choose the day and am/pm. The day before, they give a 2 hour window and phone when the van is 20 minutes away.
When I ordered my new appliances I was told to keep an eye on their website for price changes. One email from me and my account was quickly credited when there was a £10 price drop!

I felt similar anger at John Lewis. Having waited for more than 26 weeks for some made to measure curtains I accepted an apology and a £50.00 gift voucher. About four months later my daughter read a letter in a National newspaper where another John Lewis customer had experienced a similar delay and she’d been given £500 compensation. I was furious and vow I’ll not be shopping at John Lewis any time soon.

I also had excellent service from Wayfair but will not order from them again as long as they continue to use DPD for deliveries. Our local depot lost one table then found it broken then attempted to deliver it (refused). The second table was rewrapped badly in a damaged box by dpd tape and was also damaged. I had taken delivery of this and couldn’t face staying home once again for DPD to collect so accepted a 50% refrnd from Wayfair ...., (it was just the right size for my craftroom and you can’t see the damage....)
In all I had 14 days of notifications that my delivery would be that day .... and then it would be changed mid afternoon Grrrr!

I think you should send a personal letter to the MD of the company, and if you get nowhere, then 'name and shame'. They had no right to take your money until the goods had been despatched. Your last resort is the small claims court and it's almost guaranteed that the company will settle before it gets that far!

I agree with the comment about DPD but Hermes are 10x worse. I had clothes delivered in a box which was left out in the rain so the box was sodden. Fortunately the clothes were ok. I complained to WRAP (the store) who took note of my complaint. Next time I ordered something it was left on our doorstep overnight (we were in all evening). We were lucky it wasn't stolen. Yes Hermes again!

We've also had problems with eon although we did get an apology eventually.
We are currently in a battle with B&Q who installed a new bathroom for us last year and did a very good job. We were so pleased that we had decided to use them again for the kitchen. However one of the mixer taps on the bath no longer works properly (its not just a washer but more complicated.) To date we have made over 20 phone calls or emails to try and get it replaced under guarantee and we keep being fobbed off by saying they will contact another dept and someone will ring (which they dont.) Then they sent the wron g (single not mixer) tap! Finally DH did as you suggested and wrote a letter by post to head office and we THINK someone is coming tomorrow to replace it. Watch this space!

Have to add my praises for AO.com. Had purchased a washing machine from them last year and was deeply impressed with the delivery - 7am and they found me despite it being pitch dark in the middle of winter and in rural Wales with no street lights. The driver said he'd found us by the sound of the river I'd mentioned in the delivery instructions!
Then I needed an electric oven and hob. The first hob was too deep for the new worktop I'd had put in, so I asked AO to replace it. Done - with no quibble or complaint! - within 24 hours. Then found the second one was also too deep, and realised the problem was actually the double oven I'd chosen to be housed beneath the hob. I'd not left enough space for the hob to drop in over the top.
So - I'm on the phone again to AO. No trouble at all, the advisor tells me, people change their minds all the time. So long as the goods are not used or damaged they can collect and replace them, just let us know what you'd like instead. I chose a single oven and a different hob (well, it was nicer than the one I'd picked out for being thin!) and they again collected and replaced both items the very next day. No extra cost, no delivery charges, proper time slots punctually kept and they even reimbursed me because my latest choices were cheaper than the originals! Money came back to me the same day as the pickup of the rejects.
Can't tell you how pleased I am with them - and their prices are very good too!

My advise would be to put it in writing to the manager or better still if you can find out if there is a customer services manager at a head office ( if they have a HO).Explain everything you have said in this post to them. I have had very good response when I go direct to whoever is in charge
as they know you mean business. End the letter with you will give them 14 days to reply with an offer of compensation. It’s worked every time for me with good results.

I sympathise. It really annoys me when firms promise something and then don’t do it. Why promise a phone call or a delivery etc when there’s a good chance they’re going to let you down.