Donald Ridley´s profile

Reviews (2)

HP

Apalling Shambolic Service

This review concerns the sales website of HP at www.hp.com/UK, the official HP store website.
I needed a laptop urgently as mine was failing, and after looking at a few sites found a very good deal at the HP store for a HP Pavilion g6-2139sa Intel® Core™ i3-2350M 2.3 GHz Gen 2 Laptop with extended 2 year warranty and free next day delivery. cost was £320 with a possible £40 cashback from Quidco. I paid with Paypal.
I ordered it, received an acknowledgement, but did not receive a dispatch e-mail the next day.
I e-mailed stating i needed it urgently and was there a problem with the order.
I received no reply to this e-mail.
The next day i got an automated e-mail saying the payment had been accepted and that a dispatch date would follow.
No dispatch e-mail was received.
I e-mailed again and stating the urgency and asking for delivery be upgraded to Saturday, or cancel it with an immediate refund.
I received an e-mail the next day stating the laptop was discontinued and the order would be cancelled.
I e-mailed asking for a quick refund and asked for an instant bank transfer.
I received an e-mail saying it was cancelled "either due to us being unable to verify all of your information, or that there was an error in processing your order" No need to verify a paypal payment, but there was certainly an error in processing the order. On the site that i found the deal on others had posted information which showed people who had ordered after me had received their orders the next working day.
After 3 e-mails and opening a paypal dispute i received the money after 3 working days.
So to summarise, they accepted orders they could not fulfill, did not send out the laptop the next day, processed later orders before mine, ignored my e-mail asking for urgent information, e-mailed saying it would be sent, then cancelled the order, then delayed in refunding the money.
In addition, from the site i saw the offer, one person has posted saying that his order was ignored for five days, and only after e-mailing them was told it was discontinued. As far as i am concerned that is verging on the fraudulent, holding money for that period.
At the very least the site is run in an incompetent amateurish manner with no consideration for their customers.

National Tyres and Autocare

Utterly Dreadful

The website got my tyre sizes wrong.
Rang to change details. Had to pay extra £18. No ring back to take extra money as promised. Rang garage on appointment day to find no tyre order had been placed, Then an hour of delays as I waited for website to take extra money taken and raise new invoice. Went to garage and was told the wrong tyres were on invoice and they did not have them. Could not waste anymore time so rang website to rebook and get tyres sorted. Rang few days later to check the tyres were in. Was told the paperwork was wrong yer again! The garage would not sell me the tyres they had in stock as I was the websites customer not their customer. It seems the website is nothing to do with the garage chain. So the tyres were probably in stock on my first visit but no one could be bothered to change the paperwork.
On the day of appointment i had a long delay as even though appointment was booked the garage was severely understaffed.
Two payments, seven phone calls, two visits.
Website inaccurate, garage ubderstaffed but seemed good, website staff/service diabolical.

05 March 2012

Reply from National Tyres and Autocare

Dear Mr Ridley,

We do sincerely apology for the inconvenience that has been caused to you. It is an unfortunate shame that you had to go through a lengthy process to rectify and get your tyres fitted.

The website uses number plate registration check to identify the original tyres fitted to the vehicle, however it does explains that tyre profiles should be checked with existing tyres on the car. If the profile matches the ones ordered on the website then it is impossible for us to get the wrong tyres.

However consequently the wrong tyres were booked afterwards and this is an unfortunate occurrence.

Orders made via the website have significant savings in the process of ordering and delivery whereby the saving is passed onto the customer. For this reason we stock tyres on the branch shelves for drive in customers which has additional costs attached to it.

There is no excuse that after undergoing such problems that there is a long delay in having the tyres fitted.

We will pass this review onto customer services to investigate why the problem occurred.

Kind regards
National Online Team

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Donald Ridley
Reviewer
United Kingdom

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