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“Overcharged, missing items and very poor customer service”

written by Jeanette3438 on 22/11/2016

I placed an order for brother scan n cut with freebies as per TV advert. The cost of the item was £449 but with club discount it took it down to £404.10.
Item arrived 5 days later with no free items. Contacted them via phone and was promised a phone call back which never happened. Emailed them and got the response saying that the item I ordered did not include any free items and the cost was £449 so no refund offered. Apparently the item ordered was a different product code than the one I had given over the phone. I explained that if the product code was different it was an error on behalf of the staff member who input it as the only code I had provided was the one on the screen. I told them to listen to the phone call I made as they are all recorded and they would hear that it was an error on their behalf that I am note paying the price for. The man I spoke to provided me with 3 emails to reply to, all of them were incorrect. So even the staff do not know the email of the company they work for. All of the people I spoke to were non English and difficult to understand. I had recorded the programme and screen shot them a picture of the correct code and price. A further email said that I could return the item for a full refund but could not place an order for the item I originally ordered as it was out of stock. The same morning I received the email I rang customer services again and I did get a very nice lady who confirmed that the item was in stock and I reordered the item and arranged for a collection of the first machine. Could have been sorted much simpler If they just agreed to send the free items and reduce the price but that is not how they work. A CM900 machine had to be returned just so they can send the same machine out again. Very silly way of doing business. Due to this error on their behalf I have had to make 2 large payments of money in a matter of days and can only hope at this stage that the refund is done as they say but I wont hold my breath given some of these reviews.
Not sure why watchdog or similar trading standards do not get involved and sort them out as this is a massive business and must make errors like this all the time. I'll stick with eBay in future and pay a little extra. Much more simple.