Written on: 22/12/2010 by cynthialbb (2 reviews written)
I too am a member of the create and craft club. I do like some of the demonstrations, especially those with Nancy Watt, and I like the main craft presenters Stephanie and Leonie, who have given some good tips, but the customer service is truly dreadful. I have bought some very nice products at times which would have been very good value and very good quality if they had not arrived in such badly damaged condition, the packaging having been unbelievably bad. The packaging is of inconsistent quality, but usually some degree of bad, and frequently I have had pieces of card and paper just thrown loose into a cardboard box that was much too big, and the card and paper got tossed around in the box and was damaged to the point of not being usable. I have also not received a lot of products from several weeks ago, my e-mails of complaint to customer service have been repeatedly ignored, and when I have complained about the damaged goods, occasionally I have eventually had a reply and they have said they would replace the goods but then didn't, without telling me they paid back only the item price into my bank account, but not the postage I paid, which has sometimes been nearly £7, and I wanted the product because in these instances it has usually been the pick of the day. One of the most recent items that was packaged in such a substandard way was a multibuy pick of the day, and all they would give me was a fraction of the cost, £5 in credit, and said that that was all they were going to do because the item had already been at a discounted price. The customer service is an Indian call centre, as is the order line, although I only use the website because it is easier and also because the phone calls cost 20p a minute, and they have no concept of the meaning of English, have no communication skills, and seem to be reading from a script no matter what you say to them if you waste your time and money ringing them. I don't do that any more, I will only e-mail them, but as I said, they frequently just ignore the e-mails. When I have tried writing to the head guy at the head office in Peterborough, they just send the letter on to the Indian call centre, so it doesn't really do any good. I also sometimes have to try to get satisfaction from the supplier of the product to create and craft, most recently a cd company based in France, because c & c refused to replace their warped cd-roms that didn't work, and actually sent them back to me by recorded delivery.
I then had to post them to France to get the supplier to replace them. This company has no regard for its customers. They would rather force a faulty or damaged product on a customer than create any degree of good will or customer satisfaction. They simply do not care, possibly because they think that there are always more new customers where the old ones came from. I don't intend to renew my membership when it comes up for renewal soon.