Entered a contract for the Purchase of Panasonic NVDS65B camcorder
over net on 18th August as result of believing Comet marketing
hyperbole.
Order accepted within minutes and confirmed as follows:
==========================
"Dear Mr Mike Voyle,
Thank you for shopping at Comet.
We are happy to confirm that we have successfully processed your
order no.712xxxxx and that your delivery has been arranged for:
Wednesday, 20 August 2003 between 07:00 - 18:00. Should you find
that this date or time is no longer suitable please contact us
on the telephone number below to re-arrange a suitable delivery
date.
Please quote the order number above whenever you contact us, as
this will help us to deal with your query more effectively.
Yours sincerely,Comet Direct"
===============================
Took day off on 20th August... No delivery to 1730. Phoned helpdesk
and was told "still 1/2 hour to go". As Transport Consultant
to UK transport industry, well aware of the problems facing delivery
firms, so multiple telephone numbers given in case of problems
with rural area. No delivery took place ' Christopher' at Comet
could not coment on reasons for non contact on any numbers supplied.
Was given number for "Parcel Force" team at Comet, told
to ring first thing on 21st and arrange for re-scheduled delivery.
No apologies, no reasons given for lack of delivery.
Took next day off to accept re-scheduled delivery.
Rang number at 0915 on 21st - no reply. Rang Comet helpdesk,
talked to unnamed female. Gave details, was told "Nope -
no one of that name at that Post Code". Assured her that
there was. "Nope, no order with this company for that postcode
- would you have given another name"... Assured that only
name I had. "no.. no order for any items at that address"..
I asked for a supervisor... Female replied "I am a senior
member of staff" so refused to do so. Eventually demanded
that I was put through to someone with knowledge of how my order
could disappear off system overnight after money withdrawn from
account. Was told that I was being put through to the "Internet"
an internal phrase no doubt, but of no use as was disconected.
Called back to "Parcel Force" team at Comet. Eventually
got a reply. No order appeared for my name or address, contrary
to Christopher's information on previous night, no delivery was
planned.
Re-directed back to automatic switchboard. Got through to "Internet
team". Was told that, due to an internal procedure (followed
by jargon) not only was there not a planned delivery for 20th,
no order was shown as outstanding and no contact details were
kept on file - In simple terms, if I had not contacted Comet,
no further action would have been taken - even though pecuniary
advantage had been gained... Comet had my money and through an
inability to fulfil the promises of their advertising, I was not
likely to get it back unless I did the leg work.....
Was told that the order could be re-planned for Sunday (or Saturday
when I pushed the matter)
Purchase was made for use from Friday-Monday on training course
(2 days after agreed initial delivery date).
Blank refusal to suggestion that local store may be able to save
the sale by supplying goods (and regaining stock from Mother Comet.
)No attempt was made to help any further... obviously one man's
custom in a world of punters wanting cheap deals, was not important.
Requested order to be cancelled (but 5 days before money may be
returned).. Not a problem Sir!
I have read the formulaeic excuses trotted out in response to
the numerous other customer complaints. I wait in interest for
my copy of the apologist's dogma.
In meantime, copy of this tale of woe will reside in Trading Standards
file alongside its peers until Comet once more comes under scrutiny.
Mike Voyle
Other
Comet Complaints
