Written on: 21/03/2012
I ordered four items totalling more than £500. I also elected for express delivery.
The next day I had an email asking to call them for 'additional security checks'. Spoke to a man in The Phillipines who asked me a long string of questions before agreeing that I am who I said I am. I was then told that express delivery was only available on two of the four items. As I was trying to get all four in time for a birthday, I asked if I couold get exp delivery on all four. He said no, as the items were coming from separate suppliers in the UK (no, I didn't understand either). I mentioned the birthday and how keen I was for them all to arrive together but he wasn't interested. Frustrated, I asked to speak to Customer Service. "I am Customer Services" he said and hung up.
Two hours later I got another email saying that delivery was delayed as there was a problem with payment. I called again and spoke to a woman who said that payment for two items (costing over £450) had been declined. I suggested that this was probably an anti-fraud issue and that if I spoke to the bank, the transaction could go ahead. She said that in fact it was because there were insufficient funds in the account. I assured her that this was not the case (and it certainly wasn't!) but she wasn't havinmg it. I brought details of my account up on my PC while I was speaking to her and I was a five figure sum in credit. She insisted that my card was declined due to lack of funds and was really rather unpleasant with it!
Instead I went to freshtech who were supplying the goods to play.com and bought a customised PC for £70 less than the play.com offering. I also got a call from HSBC anti-fraud department referring to the initial transaction... it was a pleasure to advise them to never process any business with play.com on my account.
You have been warned!