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
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