The matter is
now resolved -Bottom of Page
Purchase Problems:
I placed my order via their internet site for a Sharp Microwave
(18/10/2001).
Order ref (given).This order, they managed to deliver (after 4
days) completely the wrong product!
So I contacted them and they said I had to pay AGAIN (new order
(reference given) while they organised a pickup of the wrong product.
So I duly did.
23/10/2001 - the correct microwave delivered and the "wrong
one" collected.
01/11/2001- I spoke to Customer Services Manager (LR) eventually
and she advised that the "wrong one" was received back
on 24/10 - so why wasn't my card credited? She said it would happen
next day...
06/11/2001- The credit still wasn't there...I eventually
spoke again to LR...it would happen the next day. She made excuses
as to why this hadn't happened.
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Warranty Problems:
26/06/2002: Microwave collected by man in car - no badges
or uniform or sign on the car; receptionist asked for a collection
note, "not possible" was the response.
I called them for updates on:
28/06, 01/07, 08/07, 12/07, always told to ring back and
NONE of my calls were returned.
15/07 - I asked to have this escalated to a manager, advised
"LR" was the manager, and she would call me back...
16/07 - I asked to speak to LR...on lunch...an hour and
a half later, she graced me with my FIRST call! She said they
were exceptionally busy and made excuses for why no calls had
been returned, even hers! Promised to call on 18/07...
19/07 - LR called me...only a day late. She said parts
for the microwave have still not arrived...I explained that I
now wanted a refund, so I could buy another microwave! She offered
a refund if the parts were not in by 23/07, she also said they
would extend my repaired warranty from 3 months to 5 months (this
is still something I have yet to see...never made in writing...)
19/07 - The first call out of the blue from Empire Direct
- I almost fell off my chair! Suddenly the parts are now in and
they will ship the fixed microwave on 19/07 or 22/07.
23/07 - I called LR...no microwave yet - I now asked for
the refund..."not possible". She offered:
(a) A refund of £5.99 (the original carriage cost).
(b) Write a letter to Customer Services/Sales Manager.
24/07 - Again, microwave delivered by man in car - no badges
or uniform or sign on the car, the microwave had no box, or protection.
24/07 - All tested at home and working well.
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The Complaint:
I posted them a letter of complaint - I also emailed this letter
to feedback@empiredirect.co.uk (as it suggests on their website).
To make sure, I also copied this email to Which's 'Webtrader'
(they are a member).
Empire Direct state, if you raise a complaint, you will get a
response "within 5 working days"...yes, you've guessed
it...no response as yet!
Even 'Which Webtrader' have contacted me to ask if this issue
has now been resolved - to which I have replied. But as you can
I guess I will not hold my breath (for Empire Direct).
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My colleagues at work cannot believe it and told me to just buy
a new one. I only paid £85.02 - but at less than a year
old I thought I should use the warranty - after all I paid for
that warranty...
Kind Regards,Charles Bowman
email: (supplied)
Links to other Empire Direct Complaints: Link
1|Link2|Link3|Link4
