I have had quite a few dealings with Forbidden Planet over the years and I've never found them a particularly satisfactory company to deal with, especially when things go wrong. Unfortunately, as a Doctor Who fan, they're often the only game in town as they produce a lot of exclusive figures and figure sets. Which means that not dealing with them isn't a viable option for a collector. The problem is that for a company which deals with collectable items (and the admittedly somewhat particular people who buy them, like myself) they don't seem to be greatly concerned with keeping their customers happy. Doctor Who items come in collectable packaging which are an integral part of the collectable nature of the item, yet they regularly arrive bashed or scuffed or with other annoying (and avoidable) defects. It's not a question of the postal packaging being inadequate as - in my experience - Forbidden Planet send out their products in a good, sturdy boxes.. So, the damage isn't being done by their couriers; they're simply sending out items which have had rough handling during the storage and packaging process. Given that their items aren't cheap (you pay a premium for exclusivity), it's annoying that getting an item in mint condition seems to be such a matter of pot luck. And when you complain, Forbidden Planet seem uninterested in finding a satisfactory resolution to the problem.. In a recent email I was told that their products were mass produced abroad, so what could I expect and that if I wanted them to arrive undamaged, maybe I should try going to one of their stores and seeing if I had better luck there. This, by the way, is not always a practical option for me as their nearest store is quite some distance away. Plus I don't see why I should expect to receive a poorer service from their online store when the prices aren't any cheaper and postage has to be factored in. The whole tone of the message suggested that I was a fusspot with unreasonable expectations. Like it or lump it! is not the attitude I expect to receive from a company with whom I've spent several thousand pounds over the years.
Hermes seem to think it's perfectly fine to throw parcels over a fence and then neglect to tell you that they're there or (as they've done three times now to my knowledge) shove my parcels in a bush situated next to my front door. They don't seem to care in the least that a bush is not exactly a secure place to leave a parcel. I've tried complaining to the retailer sending out the parcels (play.com), but the situation hasn't improved at all, despite their assurances that it would. I just wish online retailers would stop using them, but I imagine that they're cheap! Not cheap and cheerful though! Cheap and (for the customer at least) unremittingly miserable. Avoid if you can; brace yourself for heartache if you can't!
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