Written on: 08/07/2012 by Levens (2 reviews written)
Im not normally one to complain- but this is a lengthy one detailing numerous failings with this moronic outfit.
if you want the short version here are some bullet points - the free text is the full account.
mycomplaint could have been avoided by :
A) delivering the phone on the saturday it was paid for to arrive.
B) not being spoken to rudely by an operator in a call centre abroad.
C) the phone arriving the following monday when the supervisor stated he would rearrange the phone for.
D) not providing the wrong email address to make a complaint.
E)not telling me that Orange do not deliver phones on saturdays. staff stated they were told 10 months ago in the call centre abroad.
F)when i phoned to cancel, not give me false information that the contract was cancelled, the phone wouldn't arrive and that i would receive my refund in 4-5 working days.
G) replying to my original email of complaint
H) still sending out the phone anyway after I had phoned numerous times to cancel it, On a Saturday which allegedly they don't deliver on.
I)sending the bag out to return the phone when stated.(which Im still waiting for a month on)
On Thurday 7th June 2012, I placed an order via your website for the new Samsung galaxy S3. I submitted payment details for the £50 deposit and paid the £0.99 required for Saturday delivery (9th June) the times stated were between 9 am and 5:30 pm. At the end of the purchase , it stated an advisor would contact me within the next 24 hours as you required more information for the credit check.
On Friday 8th June at approximately 9am, I received a call from one of your agents. She was very polite and we were quickly through the credit check, and again i submitted payment for £50 for the deposit for the contract.At the end your agent went through the order and pointed out that the phone would be delivered Saturday 9th June.
I waited in all day on the 9th June and nothing arrived, so at 5:30pm I phoned your customer service call centre.
The operators name was 'Joseph', he advised me of the following:
- The phone was ordered for Saturday and will arrive with me in the next 7-10 working days.
when I challenged the operator on this, the story changed to "the phone will arrive Monday Maybe Tuesday, Probably Tuesday"
When I pointed out that as a new customer to Orange, this was neither acceptable nor helpful, when I had paid to receive the phone on Saturday and that I had paid a £50 deposit.
The operator stated " you have not paid anything, the £50 was for the credit check and you will get it back in four months"
At this point I started to feel as though the operator would be dismissive at everything I stated , and pointed out that Orange was not portraying itself well to this point. I reaffirmed that I had ordered the phone to arrive on Saturday. I had paid £50 as a deposit. I then asked what the operator would do to rectify this issue. He stated again that the phone will arrive Maybe monday, Maybe Tuesday. I advised the operator, that as I would not be at home Tuesday (hence the reason for ordering it to arrive Saturday), that I would like him to rearrange delivery for before 10:30 am on Monday. He stated he could not do that.
The operator then said "Not everything can go your way", I was absolutely shocked and asked him to repeat it as I had not believed what I had just heard. I asked if he felt that this was an acceptable way to speak to a new customer, his response was "depends on how you react". I immediately asked to speak to a supervisor.
After a period of time on hold I was put through to "Sam" who identified himself as the supervisor.
I explained all of the above.
Sam stated to me "we don't deliver on Saturdays, we haven't for the last 10 months, nobody has told us any different"
I pointed out that when I ordered the phone I submitted payment to receive it on Saturday and that in fact on the website there was options to order for the following Saturday. He stated that he did not understand how this could be the case because Orange do not send out for customers to receive on a Saturday.
Sam stated that he could rearrange the order to arrive before 10:30 on Monday, But he would have to send a series of emails to various departments to arrange it.
I then went onto the matter of Joseph's way of speaking to customers.Sam advised me that Joseph would be spoken to.
Sam also provided me with the wrong email address to make the complaint, he provided me with email@example.com - this came back as an unrecognised email address.
Sam was understanding. BUT, why would he think that deliveries in the Uk from Orange are not made on a Saturday? especially when advised that on the website in front of me that it clearly advertises as such.
There are a few failings here that clearly need addressing appropriately.
I am still absolutely disgusted with the way that 'Joseph' spoke to me and as such I am tempted to send the phone straight back upon its arrival and cancelling any contract. Customers who pay deposits or pay for a service should not have to go through this kind of experience with a company.
After spending a few days away I arrived him on 22nd June to find that Orange had delivered the phone on Saturday 16th June…….A saturday! I was absolutely appalled by this, in the post on the 22nd in the morning was a letter dated 18th June stating 'welcome to Orange'. I phoned Customer services again, this time I was told that the contract would not have been cancelled until i received the phone, the same phone which I was told would not arrive.
I received a phone number to return the handset and contacted this, to my relief I spoke to Nicola, who was exceptionally helpful, polite, courteous, and took the time to listen to my needs. She arranged for me to return the handset and explained the process. Nicola provided me with the fax number so that I could get my issue looked at.
The response i received back seemed to a generic response, it arrived 3 weeks later- not seven days.