Ordered some storage boxes online to be sent to the Lancaster store. Took three attempts to order online (site kept crashing). I was never notified that they had arrived at the store and when someone did call me I had already moved to the south of England.
I ordered a bag for my son, waited 3 weeks then discovered when I checked online that the order had been cancelled. I went to their 'contact us' section and where they provided me with a number that is no longer in use.
I eventually contacted them via facebook and the customer relations team got back to me and thanked me for contacting their Twitter team! They proceeded to explain that they had contacted the publisher of the book I ordered and they had told them it was currently out of stock. I replied telling them it was a bag, not a book and they then got back to me saying that my item was no longer required and therefore cancelled. By whom? I didn't cancel it.
They are a shambles. I have since discovered that they are renowned for being one of the worst companies in the country. How they are still in business is beyond me. I'd put money on them
being extinct by this time next year and good riddance if they are!
I ordered a book, which took an age. Was told it would not be arriving as couldn't get more. So emailed and cancelled and ordered from elsewhere.
Yet a couple of weeks later the took the money and sent the book to the local store.
I am an experienced ebook reader and usually have no problems downloading ebooks I have bought. However, W H Smith has now outsourced their ebook service ( after payment) to Kobo. I recently bought a book from WHSmith and then went to Kobo to download it-but the site did not have access to the ebook and so I was unable to download. You would think that this would be simple enough to rectify.....
No, unfortunately. Over the following weeks I was subjected to emails that suggested the customer service people did not understand english and/or were slavishly following a script without thought. They assured me time after time that they had solved the problem by explaining in basic detail how to use Adobe Digital Editions. No matter how many times I asked them to actually read my emails, they happily ignored them and wrote as if the problem was simply that I didn't know how to use my e reader.
Worse was to come - I complained to WHSmith and Kobo but apart from a standard ' we're sorry you are having a problem' email, nothing was ever done to sort out what was wrong. I was finally offered store credit, adding insult to injury, but demanded a refund which I have now received. However, my view at the moment is that both companies are unreliable and unaccountable when it comes to this area, with extremely poor customer support. I will have to look elsewhere for my ebooks.
I have given one star because the system insists that I have to give a star to post this message but, quite frankly, my view is that in this matter even one star is too much.
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