Gaspode
<font color=blue>Its threatening and romantic....
- Joined
- May 12, 2003
- Messages
- 4,464
Has anyone ever gone through a time such as this?!
Background: DBF and I ordered a new bed on 31 Jan 2004, paid up front in full. We arranged for it to be delivered on 6 Mar 2004, ie the past Saturday.
Well, Saturday comes and we've heard nothing about whether it will be AM or PM so we sit in and wait. By 3pm I was starting to get restless so ring the store we originally bought it from to find out if they know any more about when it will come (we were due at my parents house at some point that evening to celebrate my brothers birthday).
The store gave me a number to ring, the ppl at that number said they had nothing to do with the bed deliveries and to ring the store back and ask for the bed suppliers number as it was coming directly from them.
The store said they couldn't give me the suppliers number, but would ring it for me. They rang it and could get hold of no one. They told me to ring back by 4.30 if it hadn't arrived.
Well, at 4ish I found our order form and it had 'Group Services' overall number for the store company so I rang that... here's where the story gets a lot worse (and longer, so I'll try to shorten).
The first woman I spoke to said that she did not know when it was going to show up but that they did deliveries until 6. So, she suggested I wait until 6 and then if it didn't come... ring her again on Monday!!! That didn't sound like a solution to me so I asked for a number for the ppl who were delivering. She gave me a number, they said they didn't deliver to my part of the country. So I rang her back. She gave me another number (after insisting for five mins that I was wrong and the others *DO* deliver to my part of the country
). Well the second number she gave me was the first one that the original store gave me (at 3pm) so I said that i had already rung them. "No you haven't" she says. "yes, I was given that number by your colleague at X store at 3 and I rang them...", She then proceeded to tell me I was getting muddled up and not ringing the right numbers and I *hadnt* phoned that number!! I got so mad I asked for her supervisor.
Her supervisor was no better help. She said that it would probably show up before 6 and that the only bad thing that had happened was that the bed suppliers hadn't phoned to say whether it would be AM or PM. She said I should wait until 6 then phone on Monday and speak to her customer services manager. She offered me 50GBP in vouchers compensation (but why would they offer compensation if by this point the bed hadn't not arrived?!)
I said I would be asking about the complaint procedure because of the CSA who was rude and the fact that no one knew what ws going on! She said her customer services manager would ring me Monday. She also gave me her name and the rude womans name.
Monday comes and at about 2pm I decided to try and phone the manager because she has not rung. I'm put on hold for 20mins by the auto calling system. I had errands to run so I left it. I phoned back at 6pm and was told the cs manager had gone home. I left a msg saying I wanted her to call me Tues as I still didn't know why my bed hadn't shown up or when it might do.
Tuesday - No call from the cs manager. I ring in about 2pm. I'm told that I can't be transferred to the cs manager by the woman I speak to. I say "Well, do you know when she is going to ring me?" - "I have no idea when she is going to ring you!!" - "Well, can you tell me how to get hold of her if you can't transfer me?" At this point she interrupts me with a phone number. I say that I would prefer she didn't tell me the number whilst I'm talking because I can't hear it and I dont' have a pen. She repeats. I tell her can you please wait I don't have a pen. She repeats (I'm trying to find a pen!) and I say "The more times you tell me while I dont' have a pen, the more you will have to tell me!" She stops. I write down the number then ask for her name. She hangs up on me!!!!
Wow! This is getting too long, if you've got this far well done! I'll shorten the rest to this: I finally get hold of someone who tells me cs manager is on lunch, when I ring back shes on another line, an hour later I ring back and she's on the other line (but finally I speak to someone who is pleasant and helpful!). He rings me back five mins later to say that cs manager is 'not in a state to speak to me, she is having some problems?!?' he asks for my backstory, I tell him, he suggests another manager and says she will ring me tomorrow (ie. today wednesday).
Now it's wednesday, new manager has not phoned me either. At 2 I tried calling and no one seemed able to put me through to her. I'm assured she will call me back sometime today. I will give them until 4pm then I'm phoning in again!!
HELP!!!!!!!
Cya,
Gaspode
Background: DBF and I ordered a new bed on 31 Jan 2004, paid up front in full. We arranged for it to be delivered on 6 Mar 2004, ie the past Saturday.
Well, Saturday comes and we've heard nothing about whether it will be AM or PM so we sit in and wait. By 3pm I was starting to get restless so ring the store we originally bought it from to find out if they know any more about when it will come (we were due at my parents house at some point that evening to celebrate my brothers birthday).
The store gave me a number to ring, the ppl at that number said they had nothing to do with the bed deliveries and to ring the store back and ask for the bed suppliers number as it was coming directly from them.
The store said they couldn't give me the suppliers number, but would ring it for me. They rang it and could get hold of no one. They told me to ring back by 4.30 if it hadn't arrived.
Well, at 4ish I found our order form and it had 'Group Services' overall number for the store company so I rang that... here's where the story gets a lot worse (and longer, so I'll try to shorten).
The first woman I spoke to said that she did not know when it was going to show up but that they did deliveries until 6. So, she suggested I wait until 6 and then if it didn't come... ring her again on Monday!!! That didn't sound like a solution to me so I asked for a number for the ppl who were delivering. She gave me a number, they said they didn't deliver to my part of the country. So I rang her back. She gave me another number (after insisting for five mins that I was wrong and the others *DO* deliver to my part of the country
). Well the second number she gave me was the first one that the original store gave me (at 3pm) so I said that i had already rung them. "No you haven't" she says. "yes, I was given that number by your colleague at X store at 3 and I rang them...", She then proceeded to tell me I was getting muddled up and not ringing the right numbers and I *hadnt* phoned that number!! I got so mad I asked for her supervisor.Her supervisor was no better help. She said that it would probably show up before 6 and that the only bad thing that had happened was that the bed suppliers hadn't phoned to say whether it would be AM or PM. She said I should wait until 6 then phone on Monday and speak to her customer services manager. She offered me 50GBP in vouchers compensation (but why would they offer compensation if by this point the bed hadn't not arrived?!)
I said I would be asking about the complaint procedure because of the CSA who was rude and the fact that no one knew what ws going on! She said her customer services manager would ring me Monday. She also gave me her name and the rude womans name.
Monday comes and at about 2pm I decided to try and phone the manager because she has not rung. I'm put on hold for 20mins by the auto calling system. I had errands to run so I left it. I phoned back at 6pm and was told the cs manager had gone home. I left a msg saying I wanted her to call me Tues as I still didn't know why my bed hadn't shown up or when it might do.
Tuesday - No call from the cs manager. I ring in about 2pm. I'm told that I can't be transferred to the cs manager by the woman I speak to. I say "Well, do you know when she is going to ring me?" - "I have no idea when she is going to ring you!!" - "Well, can you tell me how to get hold of her if you can't transfer me?" At this point she interrupts me with a phone number. I say that I would prefer she didn't tell me the number whilst I'm talking because I can't hear it and I dont' have a pen. She repeats. I tell her can you please wait I don't have a pen. She repeats (I'm trying to find a pen!) and I say "The more times you tell me while I dont' have a pen, the more you will have to tell me!" She stops. I write down the number then ask for her name. She hangs up on me!!!!
Wow! This is getting too long, if you've got this far well done! I'll shorten the rest to this: I finally get hold of someone who tells me cs manager is on lunch, when I ring back shes on another line, an hour later I ring back and she's on the other line (but finally I speak to someone who is pleasant and helpful!). He rings me back five mins later to say that cs manager is 'not in a state to speak to me, she is having some problems?!?' he asks for my backstory, I tell him, he suggests another manager and says she will ring me tomorrow (ie. today wednesday).
Now it's wednesday, new manager has not phoned me either. At 2 I tried calling and no one seemed able to put me through to her. I'm assured she will call me back sometime today. I will give them until 4pm then I'm phoning in again!!
HELP!!!!!!!
Cya,
Gaspode
at this statement I just read on the back of the order form I have:
Get down to that store and demand your money back, Gaspode! Take it somewhere else and order your bed. Best of luck to you. I really hope it all works out in the end.
. Maybe you should remind them what your order form says and that they should do all they can to get you the bed. Maybe as the bed isn't too far away they could send a van to collect it for you as goodwill. 
