How do I take this returned purchase issue further?
Tired of really bad service. Basically, purchased a Nutribullet from IdealWorld. I returned it via their mailing system.
And then the woes start. I returned it in (last year) and mailed them every month after October asking when I was going to get my refund.
I have an email trail showing they didn't respond to ONE of my emails until May 2015. I was sending one a week at one point. They told me it's been so long they don't have a record of it being returned and that they can't - and won't - do anything about it.
The courier recycles the tracking so obviously it's not going to be on the system forever, and they are claiming it was never returned to them.
So, after a year, what do I do now? It's £100, but it's more the principle - I checked the tracking at the time and it was delivered.
This is truly legendarily dire customer service.
And then the woes start. I returned it in (last year) and mailed them every month after October asking when I was going to get my refund.
I have an email trail showing they didn't respond to ONE of my emails until May 2015. I was sending one a week at one point. They told me it's been so long they don't have a record of it being returned and that they can't - and won't - do anything about it.
The courier recycles the tracking so obviously it's not going to be on the system forever, and they are claiming it was never returned to them.
So, after a year, what do I do now? It's £100, but it's more the principle - I checked the tracking at the time and it was delivered.
This is truly legendarily dire customer service.
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THANKS
I'm going to take my tracking and chase this myself. The shipper will have records; I just have to find them.
I'm just so exhausted at how they can hide behind truly terrible customer service...
Did you print out the tracking? Or screenshot it and copy to a word doc. Then send them the copy.
But I do think it is strange to have waited for almost a year of weekly, ignored, emails before actually thinking about escalating the issue.
I would carpet bomb their FB and Twitter and anywhere else you can get public attention from other potential customers. At the very least it will warn others of their tardiness.
But that ploy clearly wasn't working so phone calls with detailed notes made by yourself would have aided your claim.
You can't let a dispute drag that long and expect them to suddenly do an about face.
That means nothing if they have never responded to even one of them. Do you know for an absolute fact that you sent all these emails to the correct address?
But there's only a clear trail of emails from yourself not them. Also for future reference it's worth asking for the name of the person you're talking to if you do phone. I don't think IW and their sister company Create + Craft are the best when it comes to dealing with such problems.
mike.hancox@idealshoppingdirect.co.uk
You should put "Message read" tags on your sent mail if your mail provider allows it.
That's proof they received it even if they ignore it.
However, without any proof that you sent it back and that they received it you'll struggle.
Nevertheless, go direct to the CEO now and tell him you can provide proof of outgoing emails to Ideal World from the copies you have in your Sent box.
Edit: I'm surprised no one has yet said you may have to just bite the nutribullet
Yes I've got all the tracking details and everything. I got a receipt. But it's not much use when they are saying they have no tracking information. Its clearly a case of let's leave it as long as possible and this problem will go away
LOL!!! Funny. They had all my emails and they've read them all because I get a response email with a customer service number on it every time
But you don't need to have it first - just threaten a small claims action (and then start one if necessary), you can produce the evidence in court if need be.
Well, there are two reasons:
1. Every message was returned with a "we've received your email and here's a Customer Service Number in case you need to follow it up (LOL).
AND (the best one)
They acknowledged the vast number of messages I'd sent and the patience I'd displayed. But didn't apologise...
Ok
Essentially you've got enough there for either your credit card company or the small claims court.
move on
Then start by presenting your evidence to the CEO at the email address provided.
He'll delegate it but you'll be well above the "customer complaints" level and if they drag their feet then politely "harass" him.
Why did you return the nutribullet? Was it that it was faulty? If you would accept a replacement instead it might be worth contacting Nutribullet directly and explaining the situation.
I hope you get it sorted one way or another