Written on: 30/05/2012
I've regularly shopped from shopping channels before (QVC and Rocks and Co - both excellent) so recently decided to buy a pair of Jim Jam Jeans from Ideal World.
Taking advice from the presenter I ordered a size medium. They duly arrived but came up small so I checked the website to see if size large was in stock. It was so I returned the package for an exchange.
Ten days later I had not heard anything so I called customer services to enquire if they had received my return. They had but said they could not refund me because the size I wanted was not in stock. I pointed out I should have been notified by the company that this was the case.
Afterwards I checked online and the size large was in stock! I called back, pointed this out to the customer services rep who confirmed yes, the size was in stock and agreed to order it for me. However the price had increased from £29.99 to £34.99. I said in my view Ideal World should both honour the previous price and waive the postage charge. Customer services however would not honour the previous price but did agree to refund me the initial postage charge.
I declined to reorder the item on principle as i think any company that wants to keep a new customer should have honoured the original price. I also instructed the rep to take my details off their database as I would not be ordering from them again.
I will stick to QVC in future - they understand the importance of good customer service!