Insincere apologies

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.

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.

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.

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.

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.

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..

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.

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.

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.

I would get straight down to the CAB.

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!

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.

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.

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,

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.

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.

If anyone has to tweet about this sort of thing, let us know o here so we can all retweet and get it trending! They hate that!

Like Tizliz I had the opposite from Wayfair. I ordered a tv cabinet which arrived damaged (sadly the delivery man had gone). I immediately emailed them and they offered to pick it up and replace within a very short time. As it wouldn't happen overnight I then put back TV, Virgin Box, DVD (all leads fit through the hole at the back) so we could watch TV that night. As it was a palaver to do, I emailed Wayfair and asked if would they offer me compensation rather than take it back, which they did. Happy customer and would certainly buy from them again.

Go on Twitter and "lampoon" them it has worked for me, with many suppliers/issues in the past- they hate getting bad reviews on there

RE rude/inattentive service staff - I hate that - GRRR. Also often notice at garden centres the bill is often wrong, reduced items not at right price and been charged too much I now stand and check before I leave -much to there annoyance!

We had the delivery - eventually!

It could easily have been Susan who replied .

Write to them stating that if you do not hear from them regarding delivery you will action an online claim to seek money returned plus expenses. That you also have posted on Trustpilot about the dreadful service. I have used this tactic and had immediate reply. Remember to pay for letter to be tracked in case they say they did not receive. Log how many calls you have made etc. Costs around £25 to make an online court claim but you will get it back.

Do you think it was perhaps ‘Susan’ who had replied to your email? I’d have been tempted to go in, in person, with a written complaint....

We've had big problems with TalkTalk. I believe their call centre is in India, so communications are difficult. We can't understand their accents and they can't understand ours. We are no further on with our problem three months down the line. They tell lies to get us off the line, make promises to phone back. They are useless.

What about us all getting together en masse as a group and confront these reprobate sales people. It might help and they might think twice about customer care in future.

I have no car so have goods, such as garden compost, delivered. Last year Wilkinson delivered a maximum of 3 bags of each type of the larger bags of compost. This year the maximum is one bag per individual type! I imagine other customers without the use of a car are also going to lose out. Actually, I think it will be Wilkinson who lose out in the end!