Written on: 13/03/2012
I purchased a phone from this dismal company. They undertook a credit search without my permission. I would never have gone ahead if they told me they were going to do this as I am looking to sell my house and certainly didn't want any unecessary searches on my credit record. I received an email saying the date the item would be delivered and I took the day off work. No item. The courier company were never even delivered it to deliver. I rang play.com and spoke to a scripted robot who told me I had to wait 48 hours whilst they tried to trace the item. I told them I do not want the item, I intend to get it from Amazon where it is the same price and I have never had problems with them. I said to cancel the order which they refuse to do. I sent a complaint about what had happened asking for details of their complaints procedure and also especially an explanation of why they think they have the right to check my credit history without my permission. I received a generic reply totally ignoring the issues I raised, not supplying their complaints procedure (clearly they don't have one), saying they were sorry I was disappointed and that I should ring them if I wanted anymore help! I rang them again and after 30 minutes of being on hold managed after some length to speak to a 'supervisor' who didn't understand what a credit search was!! So frustrating. And she basically told me I can't cancel the order, I would have to wait and see if it turns up even though they have no idea where it is or how long it will take and that I should email the same email address I already did to make a complaint. I mean it would probably involve them making a phonecall to find out where it was seen as the courier company don't even have it, but thats a bit too technical for the staff of play.com. She tried to pass the buck onto the courier company only I'd already established they never even received the item so it didn't fly. She even says that an email sent from email@example.com came from the courier company. I intend to establish what ombudsman I need to approach re their illegal credit checks, they should totally be fined.
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