Sophie Higgs´ profile

Reviews (2)

Tescodirect

couldn't fault them!

ordered a sims 3 expansions pack on Monday (yesterday), today (Tuesday) received an email saying it has been dispatched and due to arrive tomorrow!

Grainger Games

NO COMMUNICATION OR CUSTOMER SERVICE!!!!!!

Ordered a game (Sims 3) on friday afternoon, received an email containing my receipt and a tracking number... I've wanting this game for a very long time as i have had it on xbox 360 for a while so when i found out it had been reduced by price on PC i thought i must get it. So once i'd ordered it i tried to check the parcels where about using the tracking number provided in my email, as it says on the Grainger Games website that all parcels are sent through The Royal Mail, i typed my tracking number into there tracking service; only to find out my parcel and tracking number didn't exist.. It has now been three days and i haven't heard one thing off Grainger Games or Royal Mail about my order even though the website quotes 3 to 5 days, and mine hasn't even been dispatched, well not that i'm aware of because i have not yet received an email informing me whether it is or not!!!! Communication is non existent! If i knew that my order had at least been processed or if my order is on the way i would not feel as wary, but the fact that today is the fourth day and i still haven't been contacted about my order being dispatched makes the customer service sh*t... If Grainger Games communicated better and informed customers on there orders status it would make the process more bearable, but the time frame is not realistic at all. For this reason i will not be shopping there again in future...

30 August 2013

Reply from Grainger Games

Hi Sophie. I'm sorry you're unhappy with the way your order was handled. Our website states 3-5 working days for an order being placed with free delivery. This was ordered on the Friday and dispatched on the Wednesday (the 3rd working day). All items are sent via Royal Mail First class, which has over 99% of items arrive the next day, meaning this would be expected to arrive on the 4th working day, in the middle of the delivery estimate provided.

The reason we state 3-5 working days when items are sent first class is due to some of our items being sourced from our various stores around the country, meaning this can take a day or two to source for dispatch, but once it is dispatched it generally arrives the next day. We would have contacted you if your order had fell outside of the delivery estimate provided.

I hope clears up the concerns about your order, however if you do have any further questions, you can contact us by replying on here, or contacting us using the contact us form on our site, which we aim to reply to within 24 hours (Mon-Fri)

Thanks

Gareth Banfi
Grainger Games

Sophie Higgs´ profile

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Sophie Higgs
Reviewer
1996
Sandbach, United Kingdom

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