I made an order with Ann Summers for Valentines day and payed 1st class delivery, a few days later received a parcel, one thing was missing, a week later still heard nothing and was wondering if my order was ever going to arrive or not, I decided to call them the man who I spoke to was so rude didn't sound like he had a clue, couldn't give me a reason why I'd not received the item and no apology, in the mean time I had been in store an brought a replacement or my valentines treat would had been ruined. I asked the man for a refund on the undelivered item, he said I couldn't have one as the item had all ready been dispatched he wasn't apologetic and just rude to be honest, but he insured me that it would be here by Tuesday at the latest and that I could sent it back although he couldn't tell me how long I would have to wait to get my money back. Anyway Tuesday came and went no emails ect received and no parcel, low and behold the next week the parcel arrived said it had been dispatched march 1st so the man had lied on the phone, opened it up and it wasn't even the right item, I am completely gobsmaked with Ann summers services, i payed 1st class delivery and a month later receive the wrong item I will never use them again.I hope to tell everybody I can who are thinking of making an order DON'T! From my experience Bondera is much better
I have ordered from Annsummers a number of times. The delivery has always been on time, I have never had missing products and I haven't had a problem with the quality. However they are virtually impossible to contact if you have a problem. The phones are always busy, and they never reply to emails. I needed to return an item, but didn't have my delivery note as I had already returned an item from that order. They say to email if this is the case, but they never replied and I didn't want to risk sending back the item without the note. Even returns when you have the delivery note are very slow, and they don't actually tell you when they have refunded you.
Despite having an Ann Summers in my area, I thought I would save myself some time by ordering online for my first Valentines with my boyfriend.
I placed an order for a lingerie set on the 31st of January, allowing plenty of time for Valentines. My voucher code wasn't applied in my confirmation email, so I rang customer services to sort it out. A lovely lady made the necessary amendments and I continued to wait for the products to arrive.
After 10 days (on an apparently 3-5 working day standard delivery), there was still no sign of the item, so emailed via the website. No reply. So I rang up and spent a good 30 minutes on hold. Still no pick up. So I rang the next morning, and still spent 20 minutes on hold. So I emailed again. Still no response. After 2 more emails and another 30 minutes total time on hold, I eventually got hold of a man from the team, at about 10pm on the 13th - only one day before Valentines.
He was very unhelpful and said that my order had been on hold. Later on in the conversation when I questioned why my package hadn't been delivered, he blamed it on Royal Mail (contradicting his previous comments). He then proceeded to tell me that if Ann Summers hadn't been notified of a problem, they couldnt fix it. Im not sure what else I was expected to do, having already sent 3 messages and clocked up a whopping hour (plus) of time on an 0800 number.
Eventually, after much grovelling, I had still no empathy, nor compensation for the fact that my Valentines surprise for my boyfriend was no longer arriving. He finished off the conversation by saying that the cancellation was fine, but the refund may take up to 10 days to get back into my account. He was very unapologetic and didn't seem to care about my loyalty to the company.
I am so gutted to have been treated so badly by what I had previously considered to be a fantastic company offering great products. I am still waiting for my refund and wouldn't be surprised if it took over the 10 working days to get to me, considering the previous standard of service I have been subjected to.
With a growing number of competing companies, I'm surprised to have seen such appalling customer service.
My advice: In store service is great, but if youre considering buying online, go elsewhere. Its not worth the hassle.
Bought items in the sales for my birthday, paid extra for next day delivery. Only one item (stockings) arrived a week late. There was no further information given, the document that came in the package simply stated that the rest of the items were "to follow". Have not received any answer from the complaints form I filled in the site, spent many unsuccessful calls to be continuously placed on hold. There is no way of tracking or cancelling orders on my account page. They are still sending me advertising emails however, with no apologies or explanation as to why 90% of my order is missing. Still no news on whether my items will arrive or if I can get a refund if it doesn't. Extremely unhappy customer.
It's my first online shopping experience with Ann Summers (AS), and I'm a International buyer who made 3 orders within days. The second and third orders came without problem, but the first was a total screw-up. I had wonderful experiences shopping at online UK websites like ASOS, thinking that the experiences will be the same, but boy I was wrong and only hoped I should have done my homework and read reviews like these.
I ordered 16 items during the sales on 11th Jan 2013 totalling £113.50, and it came like what a previous reviewer Helena Tisdall said, a slim package with 3 items equalling £22. Since it's my first order, I don't know how AS operates so thinking the order was so big it might sent in 2 lots. The package came with the 3 books (50 shades Trilogy), a tube and a brief I ordered with no order form attached, so it made sense with 2 lots, but the package internally was yucky with slime and what looks like lube. Yikes!
I had so far sent 4 'emails' on the contact page, with no response at all. I do not want to waste time and money on international calls on their irresponsibilities regarding my missing merchandises which equal £91.50, a lot of money in my perspective. When one send an international package, one has to declare a custom form on the package of how much the goods are worth. In my case, it indicated the full £113.50, but only £22 of goods, with no notification from the company. If this is not classify under cheats and scams, what is? Best is AS chose to ignore such emails.
I'm surprised that some buyers I read online just let it go, not going after their money cheated. Shouldn't such cases be reported to local police authorities? If many individuals were cheated of tens/hundreds in pounds, I only can wonder why the group is so freaking rich, must be a joy to audit their accounts.
Anyway I will bring it to the local UK embassy's attention in my country should AS choose to ignore my 'emails' any further and not resolve such problems. I encourage UK buyers to activate their consumer protection rights and inform the local authorities regarding such matters.
It's a shame really, with some good merchandise but really lousy customer service and problematic experiences, subjecting buyers to worrisome frustrations and loss of money.
I bought a control cami from Ann Summers about four months ago and wore it once. On the second time the zip just split. I have been trying to get a refund/replacement now for about two months. They rarely reply to emails and when they do they clearly do not log any previous emails on the same issue. They told me to return the item. I did. They said, after several emails, they didn't get it and needed proof of postage. I scanned proof of postage and sent it as a reply (ie not new enquiry) and they said 'what is your invoice number' (it was below) when I replied they again asked for proof of postage. I replied and they said what is the item (if they had scrolled down through the correspondence they would clearly see it). No reply to last email. Will never buy any thing from them again.
I made a £94.30 order and thought I'd bagged myself some real gems in the sale..
After a very patient wait and no comms from Ann Summers to indicate of any problems with my order,a very slim looking parcel plops on my mat.
Two items,equalling £15..
Maybe the order was so big it"ll be sent in two lots? I emailed Ann Summers to double check,but no reply.
Then tried again after three days.Again, no reply,so I call customer services..
I'm told after she checks her system I should have received 6 out of 8 of my items and named them all..I tell her It's the total opposite..She puts me on hold for five minutes.
I'm afraid two of the 6 items I haven't received are 'discontinued and won't be coming back in stock' despite the fact all the items I ordered were in stock when they took my £94.30 and one of the items sent in my miniature delivery was one of said 'discontinued items' but in a smaller size.
The other 4 items will be sent once they come back in stock..which she had no idea when that would be..I thought a clearance sale was to shift discontinued stock anyway?!
Basically my order has been totally screwed up and they have no idea where any of it is or when I"ll get it.
Congratulations Ann Summers, you have made what should be a very simple enjoyable shopping experience a complete DRAG and DISAPPOINTMENT!
I suggest you focus more on keeping your stock up to date and refreshing your website with a complaints procedure! Of course you won't, judging by a surprising negative feedback percentage I find everywhere on the net, but here's hoping!
Joey Tang found this review useful
I have bought some underwear online and paid extra for a next day delivery. The delivery did not happen when it should have. I was not informed that it would be delayed. The problem is that afterwards, I was not at the address where the delivery was meant to be completed. First, I contacted annsummers to let them know the order did not arrive and therefore asked to be reimbursed for the difference in delivery charges... no reply. The next day, I send a second email, explaining that a delivery at the initial address was no longer possible and I gave them an alternative address... no delivery, no reply. After a few days and still no delivery to the new address, I read on their website that change of address was not possible, so I decided to cancel the order altogether as in any case it could not possibly be delivered now: another email, yet STILL no reply!!! It's almost two weeks after my order which should have been delivered the next day. I am not looking forward battling it further to empty space in order to get my money back. Altogether a really disappointing experience.
I sent for the nurses costume, and Miss Claus costume. I thought it might be a bit of fun to dress up. I also bought 3 pairs of stockings. The stockings were excellent quality and perfect fit. They were also buy 2, get one free! The nurse's costume was a perfect fit, and excellent quality. Looks really good on! The stethoscope was cheap, but fun, and the hat stays in place. The Miss Claus outfit is made of beautiful velvet, and was a snip at half price. The straps were a little on the long side, but they are detachable, so if I cross them at the back, they are a better fit. I might just get out my needle and thread lol. I'm certainly not sending it back. The matching gloves and hat that came with it are lovely and well made. Everything was delivered quickly and packaged well. My order was correct and I was charged the right amount. No mistakes! Well done Ann Summers! I'll be shopping with you again.
i placed an order for £34.97 never received it sent 6 emails and then decided to call them. been waiting for 39 minutes and still no answer just a stupid message saying all advisers are busy.
wont be buying from here EVER AGAIN.
I don't like the very vulgar pictures they display in their windows. They are situated in malls where people of all ages are exposed to them. I agree they are not they only ones to do that but they are one of them nevertheless. One time I went in and complained. I do have two boys and a husband too and I don't like them to be shown women in those states and positions. I think a bit of decency, at least in the windows would do good to a lot of people.
For one, you can't even complain to them properly as their complaint form on their website has a 250 character limit and for some people it is impossible to use their phone line, especially if you have speech problems like me.
I ordered a present for a friend over a month ago and it never came. 2 weeks ago I emailed them on their crappy website and was told it had been sent, but they could either refund or resend it. I responded saying I would like it resent, and I never got a reply.
So here I am, over 2 weeks later with my friends birthday been and gone still trying to find a way to contact them. I had to research and find a customer service email address on the internet that isn't stated on the site, just so I could explain my situation properly.
I also can't find my order anywhere on my account - I don't even think it gives you the option to see what you've ordered! Even though it was apparently delivered to my house, I was never contacted about when it was dispatched and it certainly never showed up.
Joey Tang found this review useful
Where to begin... I was a party organiser for Ann Summers and I was so excited, I got my kit and prepared for my first party, which was a great success and my customers spent £500. This was the only success I ever had with Ann Summers. My unit organiser was rude and unhelpful throughout and when I decided being a party organiser was not for me anymore in January this year I told my Unit organiser (with no reply at all), and got information from customer services on how to send my kit back. A van came to collect £350 worth of kit, all that I had been issued. about a month later I received a letter from a debt collection company informing me that I owed nearly £450 to Ann Summers! It is now June, nearly July and I have only just got to the bottom of these charges. Ann Summers has lost my kit, charged me for them passing it on to a debt company and also charged me for 'non - kit' items which I was not told about. i have recently found that the 'non kit' item charge is for a refund that ann summers gave to a customer but I had also give the goods to the customer and so I will not be paying this charge!! It is understandable to had a mix up with losing my box of kit items but it has taken 6 months of nasty emailings from the debt company and many stressful phone calls to get to the bottom of this when it could have been sorted back in January. Also, when I had my kit and was demonstrating them at my parties many of the items given to me by Ann Summers did not work after the first party and I received many complaints about the quality of the goods by customers. I ALSO had difficulty with a customer who would not pay and both my Unit Organiser and AS customer services were completely useless, I received no help from them at all and had to deal with a very abusive and difficult customer myself. I will not be purchasing anything from Ann Summers again as I do not wish to promote sales by this badly organised company.
Although I am a big fan of Ann Summers, I tend to find the sizes limited and often find that prices can be very pricey compared to other adult websites of the same nature. Much prefer to go instore to see goods for myself, can be a lot of fun.
Yes for pleasure I shop at Ann summers they've got some really great8 products that are so exciting. No I'm not scared to discuss it with you welcome to the 21st century:-) and thank you Ann for spicing up my life:-)
ordered underwear for my girlfiend 4 days ago and it was delivered today,inside the packaging i found 1 of her cami's thrown in a mess not even in wrapping like the other was,thats not on in itself.also im returning 2 items which are real poor quality for the money i paid,again not on! pretty much like i shopped in a pound store except i paid more than a pound.not happy with their service at all over the past year ive spend well over £150 on very few items with them and the way i recieved my goods today will be the last i shop there.regards
Chas and Dave should get a commission from Ann Summers after advertising one of their best-sellers.
This shop (online and High Street) is excellent. The High Street stores are inviting and not at all intimidating. Some very lovely young ladies will assist you if required and will do so without making you embarrassed.
I have been such a frequent shopper in my local store that my wife jokes that they call me by my first name and that I get invited to staff dos!
So, if you fancy spicing up your love-life, don't be shy, get yourself down to the local store and walk out a happy man . . . or woman!
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