Items never arrived- Customer service only care about completing the email - not resolving the problem

you want to see a review - well check how the email conversations for yourself :

Sent by me. 25 December 2012, 22:59

Hello,

I left things very late this year. My delivery was due 21st but did not arrive until the 24th, I can appreciate delays over this time of year so thats ok.
However. unfortunatly I have not received the self stir cup and electric candle that Ive ordered. The Gold bar Ive recieved was already opened and is missing a plastic foot. I have not received a invoice with my items either which is odd. The missing items were intended to be given today as presents.
Please can you send me the missing items and it would be great if you could help with the Gold Bar problem?

1x Self Stir Mug - Gift - Home & Office On 21th December £9.99
1x Moon Candles - Multicoloured - Gift - Gadgets On 21th December £19.99
(Gold Bar missing a plastic foot)

Kind regards,

Jordan Baird

Sent by: IWOOT. 28 December 2012, 15:51

We would just like to confirm that your order has been dispatched to you. Our delivery timeframes vary depending on the option you chose when you placed your order, and will be detailed on your dispatch confirmation email. If your order hasn’t arrived within the timeframes we’ve given, or you have any other questions, simply contact us again through your online account and we will be happy to help. We apologise for the delay in responding and thank you for your patience.

Sent by: You. 29 December 2012, 7:01

I have received most of my order in one box. but the self stir mug and moon candle was not in the box.
The gold bar was missing a foot and box was damaged/open on arrival. Do I just send it back to you? How long do I wait for the rest of my items, it seems strange that they didint all come together?

Sent by: IWOOT. 02 January 2013, 13:35

Hi Jordan,

Thank you for getting in touch.

The items you have not yet received were sent out on 20/12/2012, and we would expect these to be with you by 03/01/2013 at the latest. If you have not received them by then please get in touch and we will be able to investigate further.

With regards to the Gold Bullion Doorstop, I'm really sorry it arrived to you in a faulty condition.

Please return this to us at the address below and we will be happy to send you a replacement item.

IWOOT
Freepost RSKX-KLCH-ZKTX
Unit 10
Stretton Distribution Centre
Grappenhall Lane
Appleton
WARRINGTON
WA4 4QT

Please include a Returns Form with your item. This will help us to process your item in our warehouse much faster which will ensure your refund/replacement is processed as quickly as possible. To obtain a Returns Form simply enter the link below into your web address bar and follow the instructions given. Your returns authorisation number is 190030.

http://help.iwantoneofthose.com/index.php?action=artikel&cat=37&id=181&artlang=en

If you don't have access to a printer to print this form out, please don't worry. Simply write down the relevant information onto a piece of paper and place that in the package with the item instead.
When you return your item please remember to ask the Post Office for a 'Proof Of Postage' which you should keep safe until you have received your replacement. With this Proof Of Postage, in the rare event that your item is not received by our warehouse, we can still replace you.

Once you've sent Gold Bullion Doorstop to us please allow at least 10 working days for your refund to be processed.

Thanks again for getting in touch, if there's anything else we can do please don't hesitate to get in touch and a member of our team will be happy to help.

Kind regards,
FUCKING ASSHOLE THIS GUY IS

IWOOT Customer Service Team

Sent by: You. 05 January 2013, 1:58

Hello,

Thank you for getting back to me. I was starting to loose faith. I will arrange for the Gold Bullion Doorstop to be returned right away. I was hoping for a replacement after you had received this one however after all this a refund is also fine.
I still have not received the two items - they were not in the box with the other things :

1x Self Stir Mug - Gift - Home & Office On 21th December £9.99
1x Moon Candles - Multicoloured - Gift - Gadgets On 21th December £19.99

I really hope this can be sorted out soon.
Thank you.

Sent by: IWOOT. 09 January 2013, 15:26

We would just like to confirm that your order has been dispatched to you. Our delivery timeframes vary depending on the option you chose when you placed your order, and will be detailed on your dispatch confirmation email. If your order hasn’t arrived within the timeframes we’ve given, or you have any other questions, simply contact us again through your online account and we will be happy to help. We apologise for the delay in responding and thank you for your patience.

Sent by: You. 09 January 2013, 20:05

This is a total joke!!!!

Its now the 9th of January and I have still not received everything that I originally ordered - leaving me stressed out and out of £30!! Why dont you check the items that were scanned at the warehouse and see exactly what items got scanned for my delivery- I DID NOT GET ALL OF IT!!
Plus one of the items arrived opened and missing a foot and I get your automated replies from an agent who just wanted to close my emal and get on with the next,
I really had faith in this company but next time I will be purchasing elsewhere.


Sent by: IWOOT. 11 January 2013, 11:36

Hi Jordan,

Thanks for getting in touch to let us know that 2 parts of your order has not arrived.

I would have expected them both to have been delivered to you by now. I'm really sorry to hear you haven't received them.

So that I can have this resolved quickly for you I need to investigate this further. To help me do this I need to email you a 'Non-Receipt Of Goods' disclaimer form. When you receive this please could you print and sign it and return it to the following address:

IWOOT
Meridian House
Gadbrook Park
Gadbrook Way
Northwich
Cheshire
CW9 7RA

Alternatively you can fax this to us on 0845 862 1118 or you can e-mail it to us at care@iwantoneofthose.com.

I'm more than happy to arrange a replacement for you as soon as your 'Non-Receipt Of Goods' disclaimer form is returned. You will receive an email to let you know your replacement has been actioned for you.

In the meantime, if you have any further questions please don't hesitate to ask, I'm here to help.

Again, I'm really sorry you haven't received your item and for any trouble this may have caused you.

------ After writing the last above message, I created a new missing items case with the hope of getting a new customer service agent who may of possibley gave a shit- even if it was just a little one then I would of been happy- yes sarcasim

----The new case email below :

Someone please help!! I still have not recieved 2x items that I have given you money for- this has been going on since the 24th January!!! The agent dealing with this is a total waste of time. I just want someone who actully cares to look into this and send me what Ive ordered. These were supposed to be Christmas presents now I look like a idiot. Ive never had this much trouble with you or any company like this so far.
I cannot copy and paste my whole email history with this agent on this message - please check my completed query - you will find it all there.

Queried products
MISSING 1x Self Stir Mug - Gift - Home & Office On 21th December £9.99
MISSING 1x Moon Candles - Multicoloured - Gift - Gadgets On 21th December £19.99
(Gold Bar missing a plastic foot - I am in process of returning that)

Sent by: IWOOT. 11 January 2013, 11:36

Hi Jordan,

Thanks for getting in touch to let us know that 2 parts of your order has not arrived.

I would have expected them both to have been delivered to you by now. I'm really sorry to hear you haven't received them.

So that I can have this resolved quickly for you I need to investigate this further. To help me do this I need to email you a 'Non-Receipt Of Goods' disclaimer form. When you receive this please could you print and sign it and return it to the following address:

IWOOT
Meridian House
Gadbrook Park
Gadbrook Way
Northwich
Cheshire
CW9 7RA

Alternatively you can fax this to us on 0845 862 1118 or you can e-mail it to us at care@iwantoneofthose.com.

I'm more than happy to arrange a replacement for you as soon as your 'Non-Receipt Of Goods' disclaimer form is returned. You will receive an email to let you know your replacement has been actioned for you.

In the meantime, if you have any further questions please don't hesitate to ask, I'm here to help.

Again, I'm really sorry you haven't received your item and for any trouble this may have caused you.

Kind regards,
REMOVED NAME

IWOOT Customer Service Team


SINCE THEN - I sent the missing items form and IVE HEARD FUCK ALL!!!! Getting pissed off is an understatment!!!
SO GUESS WHAT - IVE HAD TO START A NEW CASE BECAUSE THEYVE CLOSED THE OTHER TWO CASES AS COMPLETED!!!



Sent by: You. 31 January 2013, 20:43

IWOOT- Enquiry Update/ Order Number :24194071?

I originally contacted you on 25th Dec 2012 and Im still waiting for a resolution. I have done all thats been asked of me.
Please please please whats going on with my missing two items??

NOT HEARD FUCK ALL SO FAR!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Non-existent customer service. Disgraceful.

Bought an item from them in November, not as described and so wanted to return for a refund. Despite providing proof that the item is not as described, they kept ignoring facts and asked me to pay return postage. It is like their customer service doesnt read emails but just send out standard messages. Finally managed to get a customer service rep to actually read my email in full and got the item collected. Tracking shows delivered then despite chasing numerous times and their own policy of processing returns within 48 hours, I am still waiting, 2 months after purchase!!! POOR POOR POOR!

Order never received, can't get in touch

Ordered family prezzies in November to give plenty of time. Order dispatched end of November but never arrived. Have tried contacting company by email and phone but no joy. Terribly disappointed and don't know where to go from here.

I would rather sleep with a toad than use them again

This is by far the shoddiest, most awful, and shockingly run company I have ever had the misfortune to do business with.

I really wish I had looked up reveiws before hand,

I ordered over £100 worth of stuff at the start of December thinking "hey a thats plenty of time for delivery, I mean I live in the Isle of Man and post from the UK normally takes 5 days max" boy how wrong was I...

Its now the 20th of december, I have had not 1 stinking reply from there so called customer service reps, and I will be damned if I pay extra to call them as I am not holding out any hope that their phone lines will be any better.

One item was swiftly charged to me, but then 2 weeks later 2 FRIKKEN WEEKS! cancelled with an insulting automated e-mail sent to me saying "thank you for your cancellation, your order has been cancelled" I most certainly didnt cancel it, turns out it was out of stock, so why oh great customer services, was I bloody charged 2 weeks ago for it, and it took you that long to tell me.

No refund has been made and now I have to panic buy all my gifts for xmas, with no time left to buy online.

Thanks iwoot for your absolutley shocking services and I am REALLY surprised you are still allowed to operate.

AVOID LIKE THE PLAGUE!!!!


UPDATE:

Oh I have now finally received a reply 4 days after complaining on every possible channel...apparanlty I have to wait until the 31st before issuing a comlaint...what good is that for me??? I need this stuff for xmas....absolute joke.

Debs Williams found this review useful

Worst service EVER. No refund still, weeks after parcel disappeared!

I don't think I've ever come across customer service as bad as I've received from IWOOT - and believe me, I've shopped at some crappy places in my time.

Knowing that I would be visiting my parents 250 miles away on the weekend of 7th December, I ordered their Christmas present from IWOOT on 16th November. Plenty of time for them to deliver the gift to me, I thought.

It took them 10 days to dispatch the parcel. No emails explaining the long delay - just an email on 26th November saying it had been dispatched and would be with me by 29th November the latest.

29th November came and went, so I sent them a secure message through 'my account' at their website. They told me I had to wait until 10 days after dispatch to report it missing, so I explained that the 10 days deadline would occur while I was visiting my parents minus their present, and that I needed something done sooner.

Despite several emails and a phone conversation with them, no parcel had arrived by the day before I was due to travel, so I had to take the afternoon off work at the last minute and go shopping for a new present for my parents.

On 9th December (while at my mum's!) I received an email from them saying the 'self declaration' form was attached, which I would need to fill in and send back in order to get my refund. There was no form attached.

On 12th December I called them first thing in the morning. The missing form was put down to the fact that the emails are sent out automatically and sometimes they accidentally leave out the attachments. The woman I spoke to said she would put in a request for the form to be sent to me 'manually' (i.e. by a human instead of a program) and said that this activity usually took place late at night, so I should have the form by 13th December. It's now the 14th and I still haven't had the form.

They take 6 days to answer messages sent to them via the secure messaging system. SIX days! Outrageous! I appreciate it's Christmas and they're busy, but for God's sake, there are millions of unemployed people in the UK who would jump at the chance of a job for a few weeks in the run-up to Christmas... why don't IWOOT employ a couple of hundred of them in order to address the ridiculously bad service they're providing their customers?

I'm now at the stage where I'm going to ask my bank for a chargeback, because it doesn't look like I'm going to get my £50 back without a fight.

If you're thinking of shopping with IWOOT - don't bother. They don't give a flying one about their customers - they just want your money and don't care if you never receive what you've ordered. As long as your money is sitting in their bank account, that's all that matters to them.

Steer well clear!

Paul Sandham found this review useful

Cancel orders without any contact!!

Avoid like the plague. I recently ordered a couple of items in their sale, I was expecting delivery when I received an email "confirming cancellation as requested" of my items. I hadn't cancelled, they had obviously ran out of stock and sent some bogus email, so rather than apologise for their error, the acted like I'd requested the order be cancelled. Clowns, owned by The Hut, which is reason enough to avoid them!!

Debs Williams found this review useful

Fast service

Fast delivery, turned up in given time slot with courier, no issues at all.

Shocking Service!

Shocking service from this company, avoid at all costs! Waited 2 weeks for goods, chased and chased and finally gave in and picked up the expensive customer service phone line. 3 times I have rung them in 3 days to be told each time its being despatched, guess what? still says processing online with no goods. Last time I spoke to them they said they couldnt cancel as it was in the warehouse!

Guess what idiots? its coming straight back to you if you send it as I needed all the goods for our xmas party and though 2 weeks would be plenty for next day delivery!

Avoid at all costs, wish I'd read orther reviews online befoer purchasing from them.

Debs Williams found this review useful

Absolute Rubbish Company

Do not buy will not send correct items. Happy to have a girl in tears for Christmas. I was given a very unsincere apology though.

Debs Williams found this review useful

Crooks. Avoid.

Unreliable and uncontactable. Incompetent to the point of criminality. Happy to take your money, not keen on supplying you with the promised goods. Avoid at all costs.

Paul Sandham, Debs Williams and Freya Murray found this review useful

Very good although a bit overpriced

I've used iwoot loads of times, especially when they just started out and had so many items that you just couldn't get anywhere else. Everytime I bought something (having two geeky brothers and a just as geeky dad, I used it quite a bit) I got a £5 voucher for the next time. I don't know if they do that anymore as I haven't used them for about a year but I thought that was a lovely thing to do. I still get emails with 20% voucher codes but I don't use them since you can now get most of their items elsewhere for less money which is a shame because I've never had a negative experience with them. Their items always arrived on time, their website is a joy to browse and use and I would still recommend them to a friend.

Very poor company to deal with.

When paying by Credit Card for the first time be prepared for a call from your bank to inform you that your card has been blocked. All due to IWOOT attempting to take one penny from your account to check if your transaction is fraudulent. With Xmas coming not what i wanted. Worth looking at other sites such as PLAY, a much better service with no hassle.

Freya Murray found this review useful

Shocking

Items in stock but a month later they have not been despatched... stick with Play.com not only cheaper but customer service is brilliant

Debs Williams found this review useful

ABSOLUTE WASTE OF TIME

Shame, they used to be good. Now their offers don't work, the Customer Service is a joke, they don't answer e-mails, fob you off with excuses and basically make you want to shop elsewhere. I will do from now on, and would advise you to too.

Sorry but -

I Won't Order Off Them (IWOOT) again.

James Bosher and Debs Williams found this review useful

Not bad

It was alright, product fine, but SLOW DELIVERY!

Awful!

So, I bought a fly plant growing kit, I used a £5 voucher so it cost me £1.99, when the first pack arrived it had no seeds in it (which made it useless), so I sent the customer services on their website, every week for a month I sent another message but never got a reply. So I went on their Facebook page an kept on complaining and eventually someone got back to me and sent me another packet, so after queueing for 20mins at the post office they said I had to wait until they received it, 3 weeks later the replacement finally arrived, but it was not much better, this time it only had 4 very small seeds, I was not happy so I left a bad review on their website and guess what, 2 weeks later and they have not approved it, they should not have reviews on their website if they only allow good reviews. I only shopped here because I had a £5, if not it is way to expensive and really not worth all of the fuss. Never again

DO NOT SHOP HERE EVER

I placed an order and paid for next day delivery. 3 days later they told me it would dispatch in 48 hours as it was not in stock. I now have a refund and an unhappy brother who didn't get a birthday present on time.

not easy to get good service

went elsewhere - was too difficult to deal with them!

Don't trust this company

I bought a number of items from IWOOT in Feb 2010. One of the items became faulty after a month (colour changing shower head for £39.99) so I sent it back for a quick exchange. 5 months later and again a fault with the item but since I was eligible for A 1 year warranty, they authorised a return or replacement. I sent the shower head back in October 2010 and opted for a replacement. The product was not in stock so I opted to wait for a few weeks, I wish I had just requested a refund. I was then told that the product was still not in stock and I asked for a refund. This is when the company was taken over by the Hut group, bad timing for me. The company has gone down the pits. After 6 phone calls, 2 unanswered emails with proof of purchase and postage, between Nov 10-Jan 11, and being promised a refund, I still have not received it. I recently sent a letter to them and no response. Thank god I at least kept my old shower head as I would have had to fork out more money to buy a new one when I sent this faulty one back to IWOOT. Customer services seems to be run by a bunch of losers and I would not be surprised if they have been instructed by their bosses to promise all sorts and not deliver.

TRUST ME WHEN I SAY THIS COMPANY IS NOW RUN BY A BUNCH OF CROOKS ---- KEEP YOUR MONEY, THERE ARE OTHER FUN WEBSITES YOU CAN SHOP AT....

Shocking

This has to be the worst company trading on the Internet. Their customer service is just terrible. I place 2 orders with them which both were cancelled without any notification. Only wish I had read the reviews on this company before I placed my orders.