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“Worst customer service ever”

written by on 15/10/2014

Stopped at the Burton on Trent kiosk last Saturday morning and saw a perfume gift set I liked. Very helpful assistant who showed me the set and took my card payment. My payment was accepted but no receipt was forthcoming. I knew the payment had gone through to my bank as I was asked to remove my card from the card reader. After a couple of phone calls presumably to their technical help line I was told that it hadn't gone through as there was no paperwork. So I was left in the position of not being able to take the goods I was convinced I had paid for and no way of knowing whether the payment had gone through to my bank. After 30 minutes of fruitless conversation in a crowded shopping precinct I was handed the phone so that I could speak to 'head office'. It was impossible to conduct a conversation in the middle of the noisy precinct (the assistant had conducted her conversation away from the noise in a separate room) but the gist of it was that I was wrong, the money request had not reached my bank. It was obviously my card at fault. I later rang my bank who told me that the payment had gone through to them immediately. The bank said that the fault lay with the card machine used by the company. So now I have no goods and presumably a fight on my hands to get the payment stopped. Fortunately I have a very helpful bank. A bad experience with a firm who could not care less.