I have been using Play.com for several years now and I have yet to encounter anything except competitive prices, fast delivery and good communication. The one time there was a mix up I had ordered the same book twice. They agreed to a refund or exchange immediately. Thanks Play.com it's good to know I can trust in your quality and service
The WORST!! service I've ever received
My girlfriend and I each individually purchased a macbook Pro MC700b on 25/08/11 at a cost of £878 including delivery . I was pleased with the purchase it was the cheapest macbook of that specification on the internet by quite a margin. I made payment with my credit card and I received a receipt from Pixmania confirming payment had been received ( I have a print out of this and the adverstised price and macbook spec)
The following day I got an email saying my refund request has been approved. I called Pixmania saying that I had not requested a refund and I wanted the computer. I was passed to the "validation" team who said that due to two purchases with the same address details they had stopped the order. I explained that my partner had also purchased one and we live at the same address.
The validation team then asked me a series of validation questions and confirmed my identity and card details. I was told that my computer would reach me in 3-5 working days.
Several hours later I got another email saying my order had been cancelled. I called again and was told by customer services that the validation team had cancelled my order. Why ? I was passed to validations where a lady I wont name, told me that my order had been cancelled and I would have to re order and pay by bank transfer.
I asked why and was told I could not be given any more information and should speak to customer services. I explained that customer services had put me through to validations. I asked why I could not purchase the computer and why I could not use a debit or credit card and I was told ABSOLUTELY NOTHING!! in way of explanation and I should speak to customer services. I asked if I could speak to a manager and was told I could not, I asked why not ? and subsequently had the phone put down on me. I had not shouted, sworn, raised my voice or called anyone any names.
I called customer services and spoke to the manager there (another lady I wont name) She told me she could not tell me anything and I needed to speak with validations. In short the following was confirmed by her
* I can not buy the macbook except by bank transfer
* The price I paid initially £878 would not be honored in any re order I made regardless of payment type. No goodwill gesture would be made
* I was not able to speak to a manager
* I could not find out why the order was cancelled
* If I wanted to complain I had to write a letter to Paris, France.
Right now I still don't know why my order was cancelled but I know my partners was also cancelled and neither of us has received an explanation, or apology.
It has been like going into a shop buying your dream pair of shoes then being stopped at the door and told you simply cant have them. No explanation, No Courtesy, No customer Service.
The price of the macbook has now risen to £992 and I smell a very very large rat
Seriously if I could rate a zero I would.
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