Seething, Fuming, Angry and Cross! UPDATE #17

[hildasmuriel]

As you can guess I am a bit peeved. I have just had the worst retail experience I have EVER had (and believe me, I do a lot of shopping! ).
A shop manager was SO incredibly rude to me and my husband and refused to honour the company's exchange policy and then (very aggresively) told us there was NOTHING we could do about it, as there is nobody in the company who had the authority to overturn her decision so we could complain all we wanted to Customer Services (we hadn't even suggested complaining - but we are certainly thinking of it now!)

I bought a new mobile phone on Saturday while on a short break away. I found I didn't like it, but thought there was no problem as the receipt said I could return it for an exchange within 14 days. It was new in box, so should be no trouble.

No, she would not honour that policy, insisted it was her discretion (doesn't say that on receipt) because it was not the branch where it was bought.
I pointed out that it is a national chain of shops, (a sort of warehouse that sells carphones) and that she would not lose out as I wanted to buy a more expensive phone but she was having none of it.

I think I could have accepted this decision more easily if she hadn't been so RUDE and AGRESSIVE to me. Did she get some kick out of browbeating a middle aged mum like me?

OOOOOH - feel so much better for letting off that steam.

 

[natalielongstaff]

there is no excuse for poor customer service !! you should definatly follow this up, especaially as you wanted an exchange

 

[Minniespal]

told us there was NOTHING we could do about it, as there is nobody in the company who had the authority to overturn her decision

I find that hard to believe, everyone has a boss. I would find out who her boss was and complain to them.

 

[emily1982]

I've had expereince with this company and they were really good, something was wrong with a delivery of the phone i ordered so i had to visit the store, they let me have a free phone cover as a 'sorry'. I would definately go to customer services and tell them you'll take it even higher if they don't take you seriously and tell them your going to email them a cope of the receipt also.

 

[Strommie]

I would definitely take it further. No wonder you are so angry.

 

[mandymouse]

That's terrible, if I was you I would be sending out letters to her manager and every other manager above them. This is a disgrace, we're not talking about a cheap t-shirt here. I really hope that you manage to exchange it for the phone you want - though I would probably opt for a refund and take my business elsewhere

Good Luck

Mandy

 

[AlanUK]

Next time (if there is a next time) just sit down on the floor and refuse to budge until they replace the phone as per the policy. That's what I'd do

 

[Deedee]

Try phoning your local Standards of fair trading company. My neighbour works for them and he has been very helpfull in the past if i have had a problem.

 

[hildasmuriel]

Thanks for all your supportive comments. I feel particularly let down as I am always recommending this store to other people - both my mum and sister bought their phones from them on my say-so. I have bought every mobile I've ever had from there and also my son's, a couple of Christmases ago.

Will definitely have to take it further. Bit of research needed to get their head office address.

 

[KayleeUK]

Let us know how you get on, this is very bad service

 

[AlanUK]

Good luck with this. I would check the company in questions website for further contact information

One further point I would make is that unless the deal in the shop is unbeatable, I would always but something like this over the internet as that way you are covered by distance selling regulations and are legally entitled to return the goods within 14 days if you are not satisfied. There is no wishy washy retailer promise involved

 

[carolfoy]

tell the company that although you belivee they advocate a no bullying policy (think back to the pulling of sponsorship on last years Celeb BB!) state that you wer ebullied by the shop assistant and you'll go to the press!

 

[wils]

How awful!

I'd certainly take it further - I'm sure what she said can't be right and def not the way she said it.

Lets us know how you get on

 

[Pooster]

i had a problem with a phone i purchased from the same company. Basically the phone stopped working after about a month, i took it back ( but with no Box) but they refused to exchange it as the box was missing.

When i asked the shop assistant if it was company policy to tell customers to keep the boxes incase the phone broke, i asked if i could i quote him on this when i write to head office to complain, straight away they exchanged my phone.

 

[arieljasmine]

That is truly disgusting treatment, no wonder you are so cross. Definitely don't give up, I really hope you can sort it out and get the phone you want.

Laur's

 

[mikki.young]

Registered office appears to be: Portal Way London W3 6RS. Registered Number: 02142673.

If the receipt says something about taking the phone back make sure you take a photocopy of the receipt before you let it out of your hands.

If you are sure of your position don't let them get away with it and make a complaint about the woman as well.

 

[hildasmuriel]

So pleased that today I received a reply from Head Office that was everything it should be. They apologised profusely for what had happened and thanked me for bringing it to their attention. They said they would be starting an internal investigation. Also a full refund was on its way to me.
I thought it was only fair to let you all know that the company had done all they could to put things right - I still won't go back into THAT branch but I will shop with the company again.

 

[wils]

Glad HO were able to sort things out

 

[mikki.young]

Good news!

 

[CustardTart]

So pleased that today I received a reply from Head Office that was everything it should be. They apologised profusely for what had happened and thanked me for bringing it to their attention. They said they would be starting an internal investigation. Also a full refund was on its way to me.
I thought it was only fair to let you all know that the company had done all they could to put things right - I still won't go back into THAT branch but I will shop with the company again.

That's good to hear! I bought a phone from this company (first time I've shopped there) last week for my DS so I'm relieved to know they're decent. Well done you for pursuing the matter...