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“Customer service shocking!”

Written on: 29/04/2014 by srMooney97 (1 review written)

I ordered an item. It was delayed for ages. They say it's in stock. Unlike most other online stores that have negotiated standard rates with postal service providers so you know postage costs up front, FP work out every item on an individual basis causing further delays and then they require you to approve the postage within 7 days or else they will cancel on you without further warning. All other websites I have ever bought from do not do this to their clients. They have an order they work out postage at the start. The only way this has been different has been buying off individuals on ebay.

And this is the problem with their ordering process and when customer service vanishes. From the moment they send the postage email, the clock is ticking and it is entirely up you you the customer to chase them. If for any reason you don't get the email from them or they don't get the email from you in 7 days they will just sell your order to someone else. Forbidden Planet make no attempt to follow up, and they don't care as they have their money and its your stupid fault for not chasing them every day to make sure they did not loose your email. 5% of email goes missing but that is a 5% they don't mind as its your job as a customer to chase them... 1 in 20 customers will loose out and that does not count human error at their end or you perhaps being busy!

Even though your item may be a limited edition special order... they will just cancel without further warning. Do not assume that because you have replied that they have your reply or will hold your order or will care. They wont.

And I quote: "Forbidden Planet feels that 7 days is a sufficient amount of time to allow for people to check emails if there are any issues and to get in contact." seemingly even if your reply goes "missing" at their end you have to be a telepath or fortune teller.

Customer service is then unsympathetic and fob one off with standard "we are sorry you feel this is bad but we are happy" answers and don't care about the hurt and disappointment the flaws in their process causes to their customers. If you complain they even stalk you on the internet and look at your linked in and facebook accounts! Creepy!

Never never buy anything from this firm unless you are ready and able to constantly chase them throughout the whole process. There are plenty of other better suppliers on the web who are better organised and reduce your chance of being left high and dry and your children being dissapointed.

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