We tried to place an order with homesdirect365 and was told we could have bespoke items we wanted at the advertised price, but before we placed our order we ensured that they would only take half payment now and the rest when items were in the UK at their warehouse prior to delivery to us, and they would not agree to it. We proceeded to tell them that as we had previous bad experience with our dining room table that came to us damaged despite replacements from Indonesia where they make their La Rochelle range of bedroom furniture, and seeing as we had read some bad reviews about Homesdirect365, we were worried about losing out, so they got back to us after a while and said they would give us the deal we wanted that we could have it bespoke at the advertised price and that we could pay half now and the balance just prior to delivery, and they would let us know if it was damaged prior to delivery, but this was not without its set back to us as we felt that the people we spoke to were unable to make their own decisions as someone else had to be consulted first and this just brought us delays. Part of the bad reviews we had read were about poor customer service levels.
Despite getting what we wanted we still hesitated to place the order because we were reading more bad reviews, So we tried to look for this range elsewhere and unfortunately were unable to find it so we thought we would bite the bullet as we loved the look of this range so much and order it and that is when we had our proof of what the bad reviews were saying, about bad customer service amongst other complaints. So now we were told we could place the order but the items had gone up in price despite the fact that the website are still advertising the same prices as originally seen and despite the fact that we had emails from them stating we could have the bespoke items at the same advertised price, all we were told in response to our complaints was that their prices had gone up and nothing that acknowledged our concerns, that we tried repeatedly pointing out to them. So when we asked why should we pay more and that their prices had not gone up in their site, we were not given a valid explanation and decided that we wanted no further hassle and could not part with a lot of money after having had such bad customer service, if that is how they treat their customers i can imagine we would definitely had more, such as receiving damaged pieces and delays and problems with refunds as other customers were saying they had experienced. The only redeeming factor is that nobody had complained about the La Rochelle range and because of this we were happy to go ahead with the order despite the bad reviews and we would have done if they did not use underhanded inconsiderate tactics to prevent us from ordering from them at the higher price. So they have lost our custom.
I put my first order to Kaleidoscope for a dress for a wedding I am attending tomorrow 23 Apr, just over a month ago, and they advised it was out of stock and would be in by 1 Apr and with me a few days later, by which time I did not receive the dress so I called in and was told that it was further delayed and would be in stock by 3 May! So I complained and was then told that the date I was given initially was only an estimate and it was out of their hands as they seemed to be at their suppliers mercy. However, I was not informed it was an estimate otherwise I would not have wasted 2 and a half weeks not looking elsewhere, so they said as a gesture of goodwill they would offer me a 20% discount on my next order and I told them I was going to seriously think twice about ordering from them again and cancelled my order, and was faced with the difficult chore of having to shop literally everywhere for another gown. However, I could not find anything else suitable and did find on the Kaleidoscope site again another dress by the same brand and ordered 2 of the same size and 1 of a shorter version of the first dress I had to cancel, and all 3 items were again out of stock in delivery was within 7 days and only one of the dresses arrived within that time, and fit nicely everywhere except for the last inch on the top of the zipper and had to be returned! Unfortunately the other two dresses were also further delayed and would not be sent out until today 22 Apr, so I complained again and asked them to take responsibility for further inconveniencing me and as a gesture of goodwill could they send me the dress on a next day delivery as stated they can do for an extra £3, but of course I could not have that and a further complaint only gave me a vague answer as to why they could not and they did not seem to care that they have inconvenienced me greatly and that I should not have had this experience as a new customer, so of course I will never shop there again, and I hope to receive my refund shortly.
I used the self checkout at my local Roneo Corner tesco last Nov, and when I got home I noticed that the same item had gone through twice, and I knew I had not scanned it twice, as I normally put the items straight into my bag after scanning, so when I called customer services I got nowhere and was told I needed to go to the store, which I found an inconvenience but when I eventually did, I was begrudgingly refunded but not given the double the difference, as it seemed to be my fault that my call was not logged into their book, so I wrote a letter of complaint which went like this:
"I came into the store to purchase some items on the evening of 22 Nov 2010 and went to the self service checkouts and paid for my items there, as I usually do, despite the fact that those cash desks are very sensitive and stop you mid shop and always require an operative to assist you so you can carry on, then hearing these people tell you that "the machines are too sensitive". When I got home I looked at my receipt and found that one item I purchased had been charged twice 2 x £3.50 for Santa 30pk cards, despite my only scanning it the once, so I called the Romford store today only to be told that there was nothing to do and that I needed to take my receipt into the store to get a refund, that was it, my name was not asked for and that was the end of it. I was not happy with that so I called an 0800 customer service number and I was told that as it was only £3.50 that I was over charged by, I could have a money card sent to me, but that was not suitable for me, as the time frame meant that it would be delayed and possibly lost in the post, and I did not want to be inconvenienced further, so I left it. But thinking further on it, and not wanting to be inconvenienced further by driving the 4 miles and spending petrol money to get to the Romford store, I then proceeded to call the Romford store again to find out if they could be of further assistance by sending me the money card, and I was told that they could not as they had to see the receipt and next time I was in store I could go to the customer service desk to claim my refund, and again I was not asked for my name. I was not happy with this so I proceeded to call the 0800 customer service number again and spoke to a manager who would not assist me with the money card and wanted to know who told me I could have the money card sent to me, as that person was wrong to say that to me and that I needed to go to the store to get my refund, and that it had to be the same store! Not really caring that I was to be inconvenienced further by having to do this.
So today 24 Nov 2010 at around 5.30pm I went to the Romford Roneo corner store and was told that as my name was not in the book that I could not have the double the difference refund and there also seemed to be reluctance to give me the £3.50 refund too! She kept repeating that it was the stores' discretion as to what they do with this. I told her that I was not informed of this yesterday and asked what the double the difference was, as I am not familiar with it and have never been in this position before. All I was expecting was a refund of £3.50 to be honest. She was not very helpful, I had to ask her about 3 times what double the difference was in real terms as she was being vague and not getting to the point. Finally she told me and I then stated I felt I deserved the double difference for all the inconvenience with all the calls and of discovering that my name had not been put in this book. I told her that nobody I spoke to at the Romford store had asked me my name. Therefore, it’s not my fault, she asked me which number I called and I told her it was an 0845 number on your Tesco site, for the roneo corner store. She wrote down an 01708 number telling me that next time I was to call that number and not the 0845 no which was a Cardiff call centre. I told her I wasn’t planning on there being a next time.
I felt further inconvenienced and outraged by the fact that this woman seemed to be placing the onus on me, and making me feel accountable for someone in their store not having done their job properly, by not taking my name and giving me the chance to claim a double the difference amount as a good will gesture for the inconvenience of having been overcharged, and for calling repeatedly the various call centre and stores.
Unfortunately the woman who was serving me was provoking me further by being unwilling to offer me the double difference amount, despite telling me that she was going to give me the "difference" and then handing me £3.50 instead, so I proceeded to get angry as I felt offended and outraged at the fact that this woman was putting the onus on me and making me accountable for someone else’s error, and making me believe that she was going to give me the difference, and that was the final straw for me so I asked to speak to the manager and told her I no longer wished to speak with her as she was offensive and rude and provoked me to get angry with her and swear at her. She walked off and was rude and bullish with me as she was walking away and then came towards me physically as if she was going to attack me! Provoking me further by saying to me sneeringly "look at you" which made me even angrier, and I'm sorry, but she provoked me so much that I swore at her, I know it was wrong but her attitude was wrong too. I would not have sworn at her if she had not been so rude and unfair by implying it was my fault.
In the meantime her colleague called the manager and I took him outside to explain what had happened as I no longer wished for an audience. He was sympathetic and told me he would speak to her manager and that she should have called him and not behaved the way she did. He told me that he would offer me the double difference as a goodwill gesture, and wanted to take me to the "tec desk" to do this, which was at the back of the store. As we walked in he was called from the customer service desk, they had to shout to get his attention, which was quite a few feet away, and he rather sheepishly told me to go the tec desk at the back of the store as he had to deal with something else, and he would be along in a few minutes. I told him I didn't know where and what the tec desk was and he told me it was at the back of the store and would be with me shortly. I feel that it was wrong of him to do that; he should not have walked off leaving me to fend for myself after everything that happened. When he returned he told me that his colleague had advised him that I had sworn at her and that he was no longer going to refund me the extra £3.50! He lied to me about why he left me in the middle of the store only then to tell me he was called by this woman who explained to him what happened, overlooking the fact that she had upset and provoked me, causing me to lose my temper. He had initially agreed that I was not dealt with fairly and then he treated me unfairly himself! That is plain unacceptable and I am shocked at the way I was dealt with by this duty manager and customer service desk assistant, who unfortunately I was so outraged with that I did not think to take their names. Is it common practice for Tesco staff to hold their customers accountable for a staff member’s mistake?
It’s not fair don't they say the customer is always right? Is my custom not appreciated? I have spent hundreds of pounds in your stores over the years and this is the way I am treated over an extra £3.50?!! Not fair".
I would not have sworn at this woman if I did not feel provoked and I apologised for having done so, as it is not normally in my nature".
This produced a call to me from the store duty manager who despite my telling him that I did not want to hear from him that I should be held totally accountable, that is what the idiot proceeded to do, so I told him I will never shop there again, and I haven't. And I do no no longer shop at Tesco if that is the way they are going to treat loyal long time customers.
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