The following is a copy of the corrispondance that i have sent to play.
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Unfortunately I have no alternative but to write a letter of complaint.
I placed an order with you for the apple I phone on 22/09/09.
When the order was placed you showed stock of the phone, I called and spoke to one of your many telephone assistants who confirmed that they were in stock and it would be with me in a couple of days.
I have been chasing your call centre every week now for this item. At one point your website showed me a delivery date and then it changed to awaiting stock.
In one of my conversations with your telephone team, I was told that the phone would not take any longer than 28days no matter what.
It has now been about 28 days and in my latest conversation with your telephone staff I was told that delivery could be 4 to 5 days (just as the website states). When I asked is that defiantly the case the operator replied no we do not have any confirmed delivery dates. Someone in Play must know when the stock will arrive. You must have a purchase team who know when you will be getting stock and who it will be delivered to.
Your customer service is terrible and I feel I have been fobbed off constantly.
When will the item be delivered???
You are misleading shoppers with your website stating that delivery Usually dispatched within 4-5 days.
This item was a gift for my sons 18th birthday which was at the weekend. You can understand my disappointment with your false promises.
If I do not hear back from you within the next 5 days I will have no alternative to take this matter further.
The reply
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Dear Customer,
Thank you for your email.
We aim to have all email enquiries answered within 72 hours.
We have given your query ticket number 4949428.
Please quote this number in any future correspondence in this matter.
If you have a query regarding our delivery policy our help desk may be able to answer your query:
http://www.play.com/HOME/HOME/6-/Help.html? page=helpdesk
You may also find the helpdesk useful if you are attempting to return an item:
http://www.play.com/HOME/HOME/6-/Help.html? page=retn
or if you have not received an item:
http://www.play.com/HOME/HOME/6-/Help.html? page=received
Additionally you may find the helpdesk can help you resolve a number of other queries, including:
- Questions regarding shipping,
- Product specifics,
- Queries about PlayTrade,
- Getting help with your account
- Many other frequently asked questions.
Thank you for shopping with Play.com.
Kind Regards
Play
My latest e mail
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Yet again I have a cause to complain.
Please see your e mail attached stating that you would contact me within 72 hours of me raising a query with you.
As you can guess, I have not received a reply to my e mail.
I have logged into my account and have found that you have updated the dispatch date.
Your website states
Apple iPhone 3G S 16GB Sim Free / Unlocked 3.0 Megapixel Mobile Phone (Black)
(3 customer ratings)
£699.99 Free Delivery
RRP: £799.99 | You save: £100.00 (12%)
Usually dispatched within 4-5 days
My account states
PRICE £599.99
PAYMENT Credit/debit card
ORDER DATE 22/09
ORDER ID 18372922
DELIVER TO
STATUS Preordered - Due for release: 02/11
Do you not think that this is totally misleading customers stating at the time of purchase “Usually dispatched within 4-5 days” when you know full well that they are not going to get it. “Preordered - Due for release: 02/11”
I have now been waiting 5 weeks for the item that at the time of purchase was in stock.
This service is disgusting, and you customer service is non existent.
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