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“Incorrect Product Delivered and Shambolic Customer...”

written by Garner1961 on 13/11/2016

I ordered a pair of indoor football trainers and paid additional cost to have the trainer delivered next day by royal mail. The parcel arrived on time but an incorrect product had been placed inside. I had been delivered a pair black, poor quality trainers suitable for artificial turf. The trainers which I received were black in colour, completely different in appearance to the white ones which I had ordered. I informed prodirect of this and I was assured by a customer service representative that: "upon full receipt and inspection of your item. If it is found that we sent you the wrong item we will be able to reimburse your returns postage, original delivery postage and the total of your item." I complied with all of the companies requirements for returns but have found the customer service teams handling of the matter extremely poor. I received a refund for the product but I have felt that my attempts to be reimbursed for my returns postage and delivery fee have been both frustrating and time consuming. I was required to upload a picture of my returns postage receipt and after 8 days and one ignored email I have finally received confirmation that I will be reimbursed for this. However, any attempt I make to recoup my delivery fee appears to have been completely ignored. I feel this is completely unreasonable as I paid for delivery of a product which I never received. Despite requesting refund of my delivery fee on 4 separate emails now, the customer service team refuses to acknowledge my request or questions. The emails I receive in response are blunt and appear to be generic copy and pasted statements. I do not feel that my emails are even being read. I would strongly discourage anyone from using this company based on my experience with it's poor customer relations.