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“If I could give 0 star I would ”

written by traceywoodrow on 20/04/2020

I could leave a 0 star rating I would. I have never received such appalling customer service as with this company. After contacting them about a 'less than week old' laptop that wasn't working correctly and having got confirmation from the manufacturer that it needed replacing I was told that a new laptop would be sent out the following day and the old one collected at the same time. I was told that an email would be sent out with the delivery slot for the following day. By the next morning I had received no email so I contacted them again only to be told they had no idea why I was given that information and that was incorrect that they were sorry but that what needed to happen was the old one would be collected first and then that would trigger a collected email to the company who would then release the new laptop, which would then be delivered the following day. After receiving a confusing email from the company that afternoon I phoned again to confirm that what I had been told that morning was correct and they said yes, the information on the phone was correct, a collection had been arranged for Monday morning and then a new laptop would be delivered Tuesday. Over the weekend I then receive an email telling me that was incorrect information and actually I had to wait 2-5 days for the laptop to be returned and then another 2-5 days for it to be checked over and only then would they release the new one. I phoned back again on Monday to be told yes that email was correct I had once again been misinformed but I would have to wait. I am utterly disgusted and I will never buy a product from this company again. It's all well and good having a great and speedy delivery, but when things go wrong, they are a shambles. Noone seems to know what is going on, no-one knows what the correct processes are and then you are expected to wait for 2 weeks in total from start to end, with just a sorry. All the while being out of pocket and with nothing to show for it. Absolutely disgusting.