Browsing Tag

complaint

Why Say You Sell ‘Back To School’ Shoes, When You Only Sell Adult Shoes, Mr Shoes?

Posted on 7th September 2012 in bad service/ cambridge/ school

image

We had a long and frustrating trip around Cambridge searching for boys school shoes, casual shoes and PE trainers.

We were seeking size 4 and size 6. I had expected the size 6 ones to pose a problem as, although they were for my 11 year old, it is right on the brink of being an adult size. As it turns out though I was wrong; we quickly found what we needed in a 6.

The size 4, I guess being a more popular size, proved harder to find.

After we’d exhausted the Grafton centre we made our way towards the main town. On route we passed Mr Shoes who had a poster in their window advertising Back To School shoes, so we went inside.

We looked around but couldn’t see any childrens’ shoes at all, let alone school ones. Thinking that we were being dim, we apologetically asked a rather bored assistant where they were.

“We don’t sell kids shoes.” She said.

“You’ve got a poster in your window saying that you do?” We said. She repeated again that they don’t.

“Sorry to be such an obvious pain,” I said “but why would you have a sign in your window saying you sell them when you don’t?”

She sighed, annoyance and boredom only too evident. “Head Office say we have to.” She made to move away.

“But it isn’t true and you know it isn’t true.” I said. “You’ve wasted my time, my families time and your time; it’s ridiculous, why don’t you take it down?”

“Head Office say we can’t.”

So, Mr Shoes Head Office, what do you have to say about this?

Poor Christmas Tree

Posted on 15th February 2012 in christmas tree/ complaint/ garden centre

A letter to my local garden centre, sent today:

I bought a rooted christmas tree from your Brampton centre in December, which I planted in ericaceous soil as recommended, sadly however it very quickly died.

It has been suggested to me that the tree could never have successfully lived as it’s ‘tap’ root (?) had been cut. Looking at it’s roots it has a thick root which has quite obviously been severed and then a few spindly ones.

I bought this tree with the intention of keeping it in a large pot and using it each christmas – I discussed this with the sales lady. It is extremely disappointing to have gone to the trouble and expense when it would appear the tree had no chance of survival anyway.

I look forward to hearing from you.

* * *

18.2.2012 UPDATE:

I got a lovely reply from the garden centre (Frosts) who has now replaced the tree and give us lots of advice on planting and growing it so that it should survive for years to come :)

Mystery Pouches NO! #TESCO

Posted on 25th March 2011 in Cat Food/ Mystery Pouches/ Tesco

Dear Tesco,

I have received a new box of cat food today.

It is allegedly a box of ‘premium’ pouches. Sadly however the premium doesn’t stretch so far as printing.

It contains 24 pouches. 18 of them are mystery pouches. My cats do not like mystery pouches. They like to be told in a singy-songy voice what flavour food they are about to receive. Mystery pouches spoil this for them.

I wrote to Terry Leahy earlier in the year and received a reply advising me that the occurrence of mystery pouches was, well, a mystery. Apparently it was an anomalous one off.

Sadly however we have been receiving mystery pouches for at least a year.

We don’t want to receive them any more.

Please can you possibly go to the trouble of actually printing ALL of your pouches?

Otherwise Elvis feels the need to resort to this:

He says he can see easily what flavour they are, and he likes that.

So, Tesco, please can you provide pouches that are ALL printed. If I wanted mystery pouches I would acquire them from a car boot sale. Instead I chose to buy them from a respected store in the misapprehension that I will receive a superior product by way of reward for my troubles.

If, as it would seem, you have opted for a cheap printing/packaging service to cut your costs, it would be great if you could make this part of your value range and price it accordingly.

Love,

Lisa, Elvis and Maisy

x

ODEON #goodcustomerservice

Posted on 6th November 2010 in complaint/ customer service/ odeon

Recently I was a little ticked off with the Odeon, here is why.

However, I have to say that I have been pleasantly surprised by the response – from the Odeon – to my blog.

The other day I received this email:

Dear Mrs Hall,

Firstly, I would like to introduce myself. My name is XXXXXXX and I am
the new XXXXXXXX at the ODEON in Colchester. I have been informed of
a situation which occurred at the cinema when you and your family came to
watch Despicable Me 3D, and although this is my first week in the job, I
felt it necessary to write to you about your experience.

During my time within the cinema industry I believe that the most important
thing is people. Whether it be guests or my team, they both come first.
Therefore, I carried out a search online to find out what our guests
thought of the cinema and their experiences. I came across your blog and
after reading it felt you were completely right in what you were saying.

Although the toy does come as part of the Filmfeast package and cannot be
sold separately, as a gesture of goodwill I would of asked my team to give
the toy to your son given the amount you spent within the cinema. This is
something which I have already discussed with the team here.

Please accept my sincerest apologies for your visit which I agree was not
up to the expected standards. If you have any further issues please do not
hesitate to contact me on this e-mail address or in the cinema.

If you would like to forward me your postal address I would very much like
to offer you and your family complimentary tickets for a return visit to
the cinema.

What a lovely email. You know what I liked best about it? I liked the fact that he had taken the time to google and see if there were any good or bad comments being made about his new branch, the fact that after finding my blog he then obviously went away and looked up my customer record to find my email address and then took the time to sit and write me a very lovely email.

Top bloke.

So my faith in humanity (a little strong?) and indeed good customer service is now restored!

 

T is for… Taste London – customer service deficit

Posted on 21st May 2010 in auto renewal/ bad service/ complaint/ customer service/ debt/ review/ taste london/ theft

For anyone who has a taste london card, please be aware of their auto renewal clause. I signed up for a taste london card after receiving a 50% off special offer email. I did not know that I had signed up for auto renewal.

I tried to use my card in the restaurants stated, but each time I tried the restaurants said that because they had other incentives running the card could not be used. I wrote it off as a bad purchase and forgot about it until recently when I spotted that taste london had debited my account. I then immediately emailed them – via their website as they don’t show any actual email addresses – and below you will find a copy of the emails in which they repeatedly refuse to issue a refund.

Web site enquiry

number2: Hi – you seem to have deducted £29.95 from my bank account but I didn’t actually want to renew my card. Please can you cancel this and refund my account.
Many thanks.

Tue 4th May 2010

Good morning Lisa and thank you for taking the time to contact us.

When you first join tastelondon you cannot proceed with your order until you have clicked that you accept the terms and conditions of the membership (copy below). I am unable to offer you a refund however if you do not feel you will use the card over the next 12 months but a friend or family member may benefit instead please return the card to me with details of their full name and I can transfer this for you.
You must read, agree and accept all of the terms and conditions expressly set out below and those incorporated by reference before you may become a member.

We reserve the right to amend these terms and conditions at any time by giving you Notice (“Notice”) by posting the amended terms and conditions on the Site.

Any amended terms and conditions will govern new memberships after the expiry of 30 days following the date of the Notice

“We”, “Ourselves”, “Our”- means Taste London and Taste Marketing Ltd

“Site”- means www.tasteuk.co.uk

1. The tastelondon Club is an ongoing subscription service so your membership is continuous, your membership is renewed automatically at the end of each membership year. We will send you a reminder by email (or by post if you have not supplied us with your email address) approximately 3 weeks before your renewal is due, to advise you of details of the new subscription. If you do not want to renew your membership you should contact us by telephone at any point within your 12 months membership period and at least 7 days prior to your renewal date. You are required to inform us if you change your correspondence address (both email and postal) – and we will not be liable for any non receipt of communication from us, this includes the renewal reminder.

I look forward to hearing from you.

Kind Regards

TasteLondonEmployee

Tuesday 4th May 2010

Hi TasteLondonEmployee,

Thank you for your email.

I am very unhappy with your response. If you make it compulsory for people to tick the autorenew option then I do not believe that to be fair and I certainly did not realise that I had done that when I bought the card.

I do not want my card to be renewed. I do not live in London and I have not been able to use the card as the restaurants that I have tried to use it in have always had other promotions on at the time meaning that the card cannot be used – thus making the card pointless.

If you are unable to issue a refund I would be grateful if you could pass this matter onto your supervisor.

I look forward to receiving confirmation of my refund.

Lisa

Wednesday 5th May 2010

Good morning Lisa and thank you for your reply. The reason why we do not allow customers to proceed with their order until they have clicked that they have read and understood the terms and conditions is to avoid circumstances such as this. I have cancelled your renewal for 2011 and as I said before we can transfer the membership to a friend or family member for the next 12 months if this is something you would be interested in.

Kind Regards

TasteLondonEmployee 
Operations Director

Wednesday 5th May 2010

TasteLondonEmployee,

I have written to my bank today to complain about this under the terms of the Direct Debit guarantee.

I do not agree that I gave you permission to auto-renew. I did not receive an email ‘reminding me of the renewal’ (as stated in your email of the 4th of May) if I had of done I would then have cancelled the subscription – within the permitted timescale.

I would again request that you do the decent thing and cancel my renewal and refund the debit.

If you refuse to do so, I hope that the bank will be able to enforce the Direct Debit guarantee. Either way, I think this is an appalling lack of customer service on your behalf.

Lisa

Wednesday 5th May 2010

Good afternoon Lisa,

Thank you for your subsequent email. Our subscription is not a direct debit, it is a continuous authority transaction and therefore not covered by the guarantee to which you refer.

I hope this helps clarify, I am now away from the office until Monday 10th May. If you would like to transfer the membership into another name please contact a member of the customer service team on the free phone number below.

Kind Regards

TasteLondonEmployee 
Operations Director

Thursday 6th May 2010

No TasteLondonEmployee, it does not clarify.

I makes it sound even more like a sneaky loop hole built in to ensnare the unsuspecting.

However, as you did not honour your own terms and conditions, it is quite clear that you have violated them and I would like a full and immediate refund.

Lisa

Thursday 20th May 2010 – sent high priority

TasteLondonEmployee,

I still have not had confirmation of the refund.

Please can you action this and confirm urgently. As we have established, I did not want the card renewed. I did not receive any notification of the renewal and I would like a full and immediate refund. If you are not authorised to action this please can you kindly pass it on to someone who is.

Many thanks,

Lisa

Thursday 20th May 2010

Good afternoon Lisa,

As I said before I am the Operations Director for Taste Marketing Limited and I cannot process a refund for you. I can transfer the card into the name of a friend or family member instead if you would like to do so.

Kind Regards

TasteLondonEmployee

Thursday 20th May 2010

TasteLondonEmployee,

I have absolutely no intention of letting this drop.

You have renewed the card without my permission and I want a refund.

As you have refused several times to give me a refund I will now look into how I can escalate this complaint. I am absolutely disgusted with the attitude of taste london over this matter and think you need to take a long hard look at your customer service. If you believe that tricking people into renewal is good practice then you are very wrong.

Lisa

Thursday 20th May 2010

Lisa,

At no point have you been tricked into a refund and it’s disappointing that you have suggested this in your email, you yourself accepted the terms and conditions of the membership when you joined and this would also have been flagged as a reoccurring transaction on your bank statement at the time.

With almost 200,000 members we cannot waive these terms or get into a situation where we are making any special exceptions. That said when a member does forgot to cancel their membership we do everything we can to assist them in transferring this and cancelling the renewal for the following year.

Kind regards,

TasteLondonEmployee

Thursday 20th May 2010

TasteLondonEmployee,

I was not aware that I had signed up for anything other than a 1 year membership.

In your email of 4th May you said “1. The tastelondon Club is an ongoing subscription service so your membership is continuous, your membership is renewed automatically at the end of each membership year. We will send you a reminder by email (or by post if you have not supplied us with your email address) approximately 3 weeks before your renewal is due, to advise you of details of the new subscription. If you do not want to renew your membership you should contact us by telephone at any point within your 12 months membership period and at least 7 days prior to your renewal date. You are required to inform us if you change your correspondence address (both email and postal) – and we will not be liable for any non receipt of communication from us, this includes the renewal reminder.

I did not receive a reminder. As such I feel that I was tricked.

I have explained to you that I have been unable to use the card. I have asked you 6 times for a refund. As stated in my last email I am now looking into ways to take this further. My bank have already assured me that they agree with me that payment should not have been taken and they will be contacting taste london to request a refund. In addition to this I am now investigating whether the financial ombudsman or the office of fair trading will be the most appropriate person to complain to, I have emailed Money Saving Expert for their advice, I have asked on Twitter what people suggest (and warned them not to be tricked in the same way) and I will now continue to seek further ways to complain.

As I said in virtually every email, I am disappointed and quite frankly disgusted that you have refused to refund.

Lisa

Thursday 20th May 2010

Lisa,

I can assure you that our transactions are all perfectly legal, not in any way misleading and have been reviewed and approved by all the relevant authorities. We work closely with Money Saving Expert and they are fully aware of the terms and conditions of our membership. We will have sent you the reminder email however there are a number of firewalls that block certain traffic – for example those with links to social networking sites which is why we also notify members when they first join that we cannot control any correspondence which does not get delivered.

We do have exceptional levels of customer service which is reflected in the high percentage of members who stay with tastelondon year on year and take the time to write in offering their thanks or congratulating the team on the work they do. Members cannot proceed with their initial order without first confirming that they have fully read and accepted the terms and conditions of the scheme which quite clearly state that this will renew unless we are notified otherwise. We allow members to do so at any point within the twelve months, providing this is no later than 7 days before the expiry date on their card.

When you do contact your bank they will inform you of the details of your initial transaction and verify the legality of the “continuous authorised transaction” which you yourself accepted and authorised . I have noted that you are seeking advice from the financial ombudsman and the office of fair trading who will also confirm the same, therefore I shall now leave the matter and assume it closed.

On behalf of everyone at tastelondon I would like to thank you for your custom and wish you the very best for the future.

Kind Regards

TasteLondonEmployee

Thursday 20th May 2010

TasteLondonEmployee,

Whether or not you consider the matter closed – it is not.

I have already contacted my bank who, if you read my earlier email, do not agree with you and have confirmed that they are writing to you to request a refund.

I would be grateful if you could send me a copy of the document which you have stated “which you yourself accepted and authorised” along with a copy of the email that was sent to me “approximately 3 weeks before renewal is due” .

Your arrogance during this matter has been most unpleasant, please can you also provide me with the taste london complaints procedure along with clear details of how I can escalate this complaint within your company.

I look forward to hearing from you and receiving the items requested above.

Lisa

Thursday 20th May 2010 – sent high priority

TasteLondonEmployee,

It has just occurred to me that I have not received a new card anyway!

IF you have sent a new card, you need to cancel it immediately. And please DO NOT issue a further one.

Lisa

Friday 21st May 2010

Good morning Lisa, I will answer both your emails at the same time.

Firstly with reference to the non receipt of the renewed card, I note from our earlier correspondence that you no longer reside in London therefore I assume that you had not updated your address details with us and the pack will be at your old address. Under normal circumstances we ask for the card to be returned to us before we re-issue it in the name of a friend or family member but I had already taken that into consideration and offered to issue one without receipt of the original.

As our terms and conditions have been approved by all the financial regulators the matter is closed. I am disappointed to hear that you feel the company and I myself are arrogant in our approach, this is certainly not the case. We offer a fluid and ease of transition service to all our members, as I said before we prevent you from being able to join the scheme in the first place before you confirm that you have read and accepted our terms and conditions.

Kind Regards

TasteLondonEmployee

Friday 21st May 2010

TasteLondonEmployee,

I have never lived in London.

I have not received the card and would again request that you therefore cancel it with immediate effect and that you do not print a new one.

I look forward to receiving your confirmation of this along with the items requested in my previous email.

Lisa


No reply, as yet, will update if/when there is an outcome.

UPDATE  – I am delighted to say that on the 26 May 2010 the sum of £29.95 was re-credited to my account by my bank who are now going to take the matter up with Taste London themselves.

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