I placed an order on the 2nd October for a Psion Series 7. Website
says 2-4 days delivery. I waited and was expecting to receive
the goods by the following weekend.
Nothing arrived; I rang and was told it was a supplier problem,
the supplier was their own parent company 'Time' had not released
the goods to themselves, however they should be dispatched within
the next couple of days.
Time passed and I rang back again, I was then informed that they
had had the stock all along and it was a computer error. The computer
was telling everyone they were out of stock. I asked when I would
receive my goods as Timextra had taken my money from my account
on the 2nd of October. They said they could not send me the goods
until the computer problem had been resolved.
I rang on the 15th,16th,17th. On the 16th I was informed the
Manager was personally going down to the warehouse to sort the
problem out (I was told no goods had been despatched to customers
for up to a week). I had also asked for someone to email me an
update, no email was received. On the 17th I rang again to be
told the Manager was out of the office, I had a lengthy conversation
and by the end of it I was told someone would go to the warehouse
to make sure my goods were shipped on the afternoon of the 17th.
'Ring back tomorrow Sir for an update on your shipment'.
I rang back today (18.10.01). 'Sorry sir your goods could not
be shipped today, they will be shipped tomorrow and you will have
them sometime next week'. (Same old promise just presented in
a different way).
I asked for them to ship it to me by a different courier as the
courier Timextra
use does not deliver on weekends and they would not accommodate
the thought of getting me the goods for Saturday as they pointed
out they were still within their 28 day mail order charter. I
tried to outline what I thought good customer service was and
about retaining customers rather than losing them, but it was
a lost cause as they just repeated robotic fashion, we are still
within 28 days sir.
I have been buying mail-order for 20+ years and I have to say
this is the worst service I have received. I can only conclude
from other complaints that there is a pattern of poor service
in the way customers and orders are treated.
One thing is for certain that when ever I do eventualy receive
my order, it will be the last time I use this company. To excuse
the pun, but time should be called on Timextra and they should
be given a higher profile on national television, so hopefully
other consumers do not have suffer the same fate.
Other Timextra.com
Link 1
Link 2
This makes the 3rd independent complaint to TCCL about Timextra.com.
A Right of Reply letter has been issued.
update (or lack of) on 28 October 2001
Further to my first email, I cancelled the order (21.10.01/22.10.01),
was told my money would be refunded by 24/25th October.I was then
sent an email which I have just seen (27.10.01), saying my goods
had been shipped (26th Oct and I would have them in two days.
I went along to a Time High Street shop and spoke to them about
the problems I have been having. They stated that that Timextra
operates as a separate company and has give them lots of problems
re many customers coming in to complain that they cannot get the
goods they have ordered. They also said that Timextra are giving
the parent company Time a bad name. Read
emails here
Daryl Seyforth
