I made a purchase for a 3 tier garden lantern from
Ideal world on the 25th february, after waiting 2 weeks and no
item delivered even though I had seen it being advertised for
sale again on 2 differnet airings, I called customer services,
I was told they could see it had not been despatched (along with
another 130 customers) but was not sure why other than it was
a supplier held order.
I was told I should have it within 2 days, at this point I asked
if I had been charged for an item that they did not even have
any stock of and was told no I would be charged on despatch.
I also sent 2 e mails to the company which were ignored, I only
got a response asking me to call them when I said I would pass
my complaint onto the legal department of my visa company, when
I called them they just said it still had not been despatched.
A week later still no item but I had received my statement and
found I had been charged. I phoned again and to my astonishment
was told the same story. At this point I asked them to cancel
my order and refund my credit card that day, I was assured that
had happend, she had credited my card while I was on the phone.
9 days later i still have not been credited but Ideal World have
managed to cancel the order.
I have contacted ITC and strongly recommend that all customers
with a problem with Ideal World do so also. I stongly believe
that Britains live in 'Rip off Britain' because we allow the operators
of these coporations to get away with it............It is time
we stopped it.
Link to Other Ideal Complaints: Link1|
Update on 18 of April 2003
A robust reply from a Customer Relations Manager
at Ideal Home Shopping. The are refunding costs of her phone calls
and a £10 discount against her next order. Click
here for details of Ideal's response.
Is she satisfied with Ideal Home shoppings response? Will
she be using the service again? We wait for Mrs Harris' response.
Update on 25 April 2003
"I am watching for the £5 credit to my
visa account for my telephone calls, will I use the £10 credit
on my Ideal world account... I don't know, should it be once bitten
twice shy or give the dog another chance."
here to read Mrs Harris' full response.
In regards to a letter I recieved today,
dated 21st May 2003, signed by Roz Stirman. I am offended, in fact
I am deeply offended by the title without prejudice at
the top of my letter.
My complaint with you was that there was no continuity between customer
ordering and customer service. I merely suggested, I did not know
that my call had been via India. I live in a world where I believe
prejudice of any kind is unacceptable; I would never, and I mean
never make a detrimental comment.
This has left a very sour taste in my mouth in reference to your
shopping channels. Maybe you should re-read my original letter of
Mrs Edwina Thorogood... 23 May 2003
It is good to know that I am not alone
in finding that the service from Ideal World is deplorable. last
summer I had to make innumerable phone calls to sort out a complete
muddle over my orders . I gave up over the last item which was a
computer disc which I found to work only partially. I phoned the
help line with no success and I tried to phone on air which was
treated with contempt. All this time I was only asking for help
in the use of the disc. Finally I returned the item asking for a
replacement. I phoned repeatedly and eventually was told that it
had not reached Peterborough and that NOT ONE PERSON IN THE WHOLE
OPERATION KNEW anything about it and hard luck!!!!
I was made to feel that I was the only person in the U. K. who had
a complaint and I must be very patient. I hve even had the phone
slammed domn on m e and been told they don't have to listen to complaints.
Who Does I'd like to know . Where does the buck stop????
Emma C. B. Mackay .. 16 August 2003
Just not surprising really is it. Ideal
World prove themselves time and time again to be quick to take your
money. Very slow indeed to return whatever the circumstances. Last
even took me three months and loads of letters emails etc. Like
another link - seems to be living off customer money here. The thirty
day money back guarantee means you will wait at least thirty days
before any attempt to refund your money is made it seems
Sandra Hulland .. 24 November 2003
I made a purchase from the ideal world shopping
channel of a mountain bike on receipt of the bike assembled
it and the gears were a problem ie very difficult to move, so send
it back to ideal world, after a week of sending emails with no replies
the land lines are always jammed up, so next step Trading standards
who have sent me a drafted letter to pass on to Ideal world, watch
this space. Mr E Newstead ... 15 December 2003
Boy does this sound familiar, I
ordered items on 19/11/03 and was advised of the 10-14 day lead
time, which is fair enough. After 14 days no order so I called only
to be advised that its 10-14 WORKING days again fair enough. When
this passed I contacted them again and they said they would fax
the supplier and find out what was going on. When a further week
passed with no response from e-mails I tried calling again to be
told that the supplier had not yet contacted them, annoyed at this
I asked for the supervisor as I felt that this was unacceptable
but there are NONE apparently. I have sincce made loads of calls
sent loads of e-mails and I still have only part of this order and
no idea when if ever I will receive all of it. They even chased
up the wrong order and sent me it again and then had the cheek to
ask me to return it for them. Their manager a Mr Mills has since
not responded to at least three increasingly irate e-mails from
myself as I refuse to spend anoth
er 20 odd minutes hanging on the end of a phone. Will not use this
company again as their so called CUSTOMER service is definately
not customer orientated. Mrs C Johnstone ... 21 December 2003
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