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“TWO MONTHS!!!”

written by madmara on 27/03/2013

I placed an order for boots on the 28th of January from Portugal. Normally if I order anything from the UK I will receive it 10 - 14 days later. Apparently the first time the boots got lost in the mail. But I had to constantly phone and push them to find this out, at my expense of course. They charge you for incoming calls. But because I really needed the boots I asked them to resend them. I was told that within 2 days they would be on their way again and would receive a new tracking number. A week later still nothing so I phoned them up AGAIN!

Always apologetic they said that they had only just sent the boots the day before and that I would have them within two weeks at the latest. Three weeks later, sick and tired of waiting I called them up yet again. I was told that Royal Mail had in fact delivered the goods but I had not received them. They then sent me an email that showed that the boots were sent via the Portugal's postal service CTT. Contacted them and tried the tracking number on their site but no such number existed. Called them again and demanded my money back. They told me that they would first have to find out what happened to the boots before the could reimburse me.

I asked for someone from management but as nobody was available I asked that he or she to call me. Nothing! Three days later I called back again and the assistant kept asking me not to shout. I was on the verge of a nervous breakdown!So now I was asked to call Royal Mail in the UK to sort it out. They where not bothered. So I called Royal Mail and found out that the company they were using in Portugal was not CTT as the email that was sent to me by Pro-Direct but rather a company called GLS. Tracked the number on their site and found it. Called them up and found out that the problem was that the address was incomplete. They had left out the apartment number which is actually the letter (C). Tomorrow is the 28th of March and I will receive my boots. Exactly two months after ordering them.

So they could not even pick up the phone and call Royal Mail, which is in the UK where they are, to find out all this. It is left up to the customer to do his own investigating and on top of it they provide you with all the wrong information to start off with. They will not call you back or send you an email when they should. When you call them you have to pay for the call and all you get is lip service. Their whole operation is appalling and a most stressful experience to the customer. My advice is to stay far away from Pro Direct!!!