I placed my order (Friends anniversary dvd box set £59.99) on the 26th September with play.com and my credit car was debited on this day. After a couple of days I tracked the parcel and it said the order was being processed. On Thursday 30th it said despatched on delivery van which I was happy with as I expected it to arrive either that day or at the latest on Friday 1st October. When it hadn't arrived by late Friday I rang customer services who told me the parcel had been lost by the courier. I explained I wanted to give it as a gift to my daughter to take to uni on Sunday 3rd, so the sympathetic woman from play suggested I go to the shops and try to buy the box set in the meantime she would cancel the order, send me a from by email and credit back my credit card.
I received the form which I signed and sent back to the free post address as requested and took her advice and found the set at HMV the following morning. As I have used this company many times I thought i had no reason to doubt their word and assumed they had credited my card. Tonight I thought I would ring them just to check only to discover they had not arranged a credit as my form must have got lost in the post! I reminded them they had promised me a credit as there was no dispute about me receiving the goods after all it had been them who had told me the parcel was lost by the courier. However, I was told until they receive the completed form they refuse to credit my card. This didn't make sense to me at all so I asked to speak to a manager. Eventually, I was put through to someone claiming to be a manager who also confirmed that although they knew I had not received the goods they would not give me a credit until they were in receipt of this stupid form (which simply confirms I have not received the goods!). I asked if I could email the form or fax it but was told that this was not possible and that they must receive it in the post. I really believe this company is using delaying tactics and is keeping my money in a fraudulent way. I intend to photocopy the form 20 times and post it to them under separate cover 20 times tomorrow - they can't say royal mail has lost so many letters can they? In the meantime I have also rung my credit card company and asked them to sort it out with them. I get the impression I am not the first to complain about this method with play.com. Anyone reading this I would like to recommend steering clear from this company or if you have to use them watch out if your parcel goes missing.
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