[cp2]

I have been a customer of Play.com for the past 8 years and generally I have been satisfied with their service.
On 11 June I ordered 3 packs of BluRay discs which were treated as 3 separate orders. 2 of the packs arrived on 17 June so I emailed Play.com with advice of the non delivery of one pack. They replied that I had to wait 21 days before reporting non-delivery – fair enough.
When the 21 days had expired without delivery I emailed Play.com on 3 July. After 3 attempts I finally got a response on 10 July that I had to fill in a claim form. I have spent the days following 10 July being told that the form had been sent, would be sent in the next 24 hours, and would be sent again in the next 24/ 48 hours.
On the 20 July I finally decided that banging my head against a brick wall for £9.79 was a waste of my time. Over two weeks and I have not been able to make a claim, let alone progress it, and yes I have checked the junk mail box on my mail server. So, I told them that I was still to receive a claim form and that I was not going to chase them again. You’ve guessed it, no response.
So, on 22 July I tried one final approach: I emailed them saying that I was so dissatisfied with their service that I wished to know how to close my account. Their response was prompt, asking me for details as a security check. I emailed the details together with an account of why I had been reduced to such an action.
I received an email advising me that my account was closed.

It saddens me that a fairly prominent internet seller has a customer service that does not seem able to cope when things go wrong and is so disinterested in the complaints of their customers.

I would say that, like many other companies, Play.com offers a good service provided that nothing goes wrong. When things go wrong, if it isn’t in the manual they fall apart.

Rant over.

[geordielady]

You dont need to email play if things get lost, you have the ability to do it all from the I have not received my order screen, you can select replace or refund.
Had an item go missing the other week, they refunded without any problem and without me having to contact them or filling in any forms.

Sad you had so many problems but if an item goes missing by law they have to refund or replace the item, its the internet distance selling law or something like that.

[itvproducer]

When items go missing Play usually send you an email with a claim form to print sign and then return by email or post. This is their standard procedure- at least it seems to be for lost discs and games.
I had to fill in forms for the 2 items I lost in 2009/10 and my son has had 3 games go missing over the last few months - we suspect someone in Royal Mail is stealing the ones with the high values printed on the front.

Personally I very rarely use Play these days , mainly because they never have the lowest price on anything but their customer service has generally taken a nosedive over the last few years.

With their Playusa closed down last year ( and now replaced by a US based seller at the same web address) I can forsee Play themselves going the same way as they are a shadow of what they used to be

[mooghead]

I have noticed products from play now take a lot longer to be delivered than they used to

[dohboy]

I once bought a DVD from them as a gift for my wife, which didn't get played for a few weeks until I gave it to her. It was only then we found out that It didn't work as the disk was cracked.

I contacted play expecting them to simply replace the disk, but instead they told me that as several weeks had passed since I received it I would have to contact the DVD manufacturer directly to get a replacement, and they emailed me a long list of names, none of which matched the manfacturer of the DVD I bought.

Eventually after a lot of phone calls they gave in and replaced the disk. But I will never order from them again, they are nasty.

[Generalissimo]

I was a regular customer but then had problems with items going missing and them sending me the wrong stuff a few years ago and have never used them since. Started using Amazon and never looked back.

[geordielady]

Quote:

Originally Posted by mooghead

I have noticed products from play now take a lot longer to be delivered than they used to

Thats because they now post second class instead of first.

[geordielady]

Quote:

Originally Posted by itvproducer

When items go missing Play usually send you an email with a claim form to print sign and then return by email or post. This is their standard procedure- at least it seems to be for lost discs and games.
I had to fill in forms for the 2 items I lost in 2009/10 and my son has had 3 games go missing over the last few months - we suspect someone in Royal Mail is stealing the ones with the high values printed on the front.

Never once had to fill in and send back any claim form for play, the only time I had to do that was with HMV but I just had to print my name on a email form they sent me, nothing by post.
All items that never arrived from play were blu rays, maybe you only have to fill in a form if its over a certain value.

[MrGiles2]

By right, the missing item should have been replaced by play.com

This happened to me once with amazon, an ordered item failed to turn up, I reported it, and hey presto, a replacement was sent without question.

The missing item never did turn up though.

[stevemorg]

Instead of ranting about play why not have a rant about royal mail. After-all they are the ones who lost your package.

[cp2]

Quote:

Originally Posted by stevemorg

Instead of ranting about play why not have a rant about royal mail. After-all they are the ones who lost your package.

Yes, the package was probably lost in the Royal Mail system. A number of packages being lost is the price you pay for using a high volume/ low cost despatch method rather than courier companies with consignment tracking and proof of receipt.
I didn't have a contractual relationship with the mail service.
My complaint is that I expected Play.com to handle such problems with greater efficiency. That much is well within their control.

[jasonjimbob]

I have to be fair about Play.com, Whenever I have ordered anything from them, It normally arrives pretty quickly, what I like about them is that I can get hard to find CD's and DVD's.
The last CD I had from them came from the States. They ordered it from a somebody who lived over there.

[itvproducer]

Quote:

Originally Posted by geordielady

Thats because they now post second class instead of first.

NO it isn't.
Play have used second class post for most things ever since they started.
I've been ordering from them for 12 years and virtually everything I get that is just a standard disc is second class.

Larger items have been sent by secure methods but I don't recall seeing first class used very often.

In fact I have a massive pile of jiffy bags dating back a few years and they are all second class from Play.com.
I have noticed that other Jersey based retailers use first class though.

But clearly they are doing something wrong as things generally take longer.
Having said that I ordered a dvd a few weeks ago and it was posted on the thursday and arrived saturday morning.

On the subject of speedy deliveries you should try Amazon Canada.
Their regular shipping reckons about 30 weeks to the UK but I ordered a boxset that was only £30 delivered on Thursday (as it was 50% off) and the 27 disc boxset was sent by DHL International and with tracking I can see its in the UK already today.

I ordered a standard Bluray from them last year ( Halloween 6,7 and 8 in one set) and I ordered it on a saturday night and it dropped on my mat Tuesday morning.

I wish Amazon.com was as good - even Amazon UK are not as quick

God knows why the Canadian version uses DHL .
And other forums have also reported the same thing so its not a one or two off .
They must lose their profit on the postage

[geordielady]

Quote:

Originally Posted by itvproducer

NO it isn't.
Play have used second class post for most things ever since they started.

Oh no they havn't as many have confirmed here in the past, have many mail lite bags that are first class even from last year
What happened is since xmas play now post single DVD/blu rays in cardboard packing rather then mail lite bags, its since this change that they now have the 2nd class icon on.
When thye post in mail lite bags they have always been first class, they were slowly moving to second class even before xmas but since xmas they have moved totally to second class, even 30 quid games come second class.
The fact that delivery times from play have got a lot longer since xmas is proof of the change in postage class regardless of anything else.

[itvproducer]

Quote:

Originally Posted by geordielady

Oh no they havn't as many have confirmed here in the past, have many mail lite bags that are first class even from last year
.

Please don't waffle on about something I know to be an undisputable fact.
Were you buying from Play.com in 1999?

I was .

I also have a huge pile of jiffy bags all with second class on them dating back several years and none are first class - not one .

They may have used first class for some items in the past but second class was most definitely the regular method of posting for many years.

How long have you been a Play customer?

I have about 100 pages of previous orders so I've had enough of them to see what postage they use.

But I do agree they now seem to take longer than they ever did before although they were never that consistent ever.
Things could take anywhere between 3 and 6 days .
Now its rarely quick although as I said I had one item in 2 days the other week - and it was second class.

Playusa items usually took 7-10 days.

Clearly its more than a change from first to second class thats made things take longer.

[geordielady]

Quote:

Originally Posted by itvproducer

Please don't waffle on about something I know to be an undisputable fact.
Were you buying from Play.com in 1999?

I was .

I also have a huge pile of jiffy bags all with second class on them dating back several years and none are first class - not one .

They may have used first class for some items in the past but second class was most definitely the regular method of posting for many years.

How long have you been a Play customer?

I have about 100 pages of previous orders so I've had enough of them to see what postage they use.

But I do agree they now seem to take longer than they ever did before although they were never that consistent ever.
Things could take anywhere between 3 and 6 days .
Now its rarely quick although as I said I had one item in 2 days the other week - and it was second class.

Playusa items usually took 7-10 days.

Clearly its more than a change from first to second class thats made things take longer.

I have been buying from play since they first launched and like you have hundreds of orders and still have a pile of jiffy bags many containing the 1st logo. In fact the first class jiffy bags dont always have the logo on but have identical setups to the first class ones currently used by amazon Jersey (indigostarfish)/Asda/Sainsburys.
As fas as I am aware Play are the only major online retailer in the CI that send second class.
As I said in the previous post its only since they have started to use the cardboard packaging that they have sent out by second class and thats why they changed to the cardboard packaging as default. Of course its not a hard and fast rule as even in the past some things came second class but always in a cardboard packing.
Have looked through over 100 jiffy bags in our spare room earlier and not one has a second icon on it.
The fact that items are now taking 2-3 days longer to arrive since the turn of the year is proof enough of the change in postal class they are using.

If you think you are right then tell me why since the turn of the year plays stuff taken longer to arrive.

[itvproducer]

Quote:

Originally Posted by geordielady

If you think you are right then tell me why since the turn of the year plays stuff taken longer to arrive.

I don't think I'm right - I know I'm right.
Firstly Play don't only use the cardboard packaging.
I got a Bluray just a month ago in a regular jiffy bag.

I would suggest the change of delivery times is down to whatever carrier they are now using and Royal Mail have had major changes to all their operations too.
Its clear there have been many changes in the last couple of years at Play.com and I doubt that packaging is the only one .
As I said - how do you explain my 2 day delivery of the other week?

As with your widely criticised views on Bluray you never listen to anyones views bar your own despite proof like the pile of jiffy bags I have.

You stay in your own world with your first class Play jiffy bags and your single disc Bluray double plays.

I'm remaining in reality and will no longer debate with you

[geordielady]

Quote:

Originally Posted by itvproducer

I don't think I'm right - I know I'm right.
Firstly Play don't only use the cardboard packaging.
I got a Bluray just a month ago in a regular jiffy bag.

As with your widely criticised views on Bluray you never listen to anyones views bar your own despite proof like the pile of jiffy bags I have.

You stay in your own world with your first class Play jiffy bags and your single disc Bluray double plays.

I'm remaining in reality and will no longer debate with you

I think going by the content of your post our discussion is over. I think it very clear to anyone that uses play on a regular basis which is us is right.
Unless of course the royal mail are purposely holding back sorting mail from play.com resulting in a longer delivery time.

Amazon Jersey, asda, sainsburys, HMV items arrive 2... 3 days max after they post, Play its about 5 after they post. but of course prior to xmas play were also only taking 2-3 days.
The evidence is there for all to see.

[itvproducer]

Nice to see the Ignore feature actually works.

[darrenh2011]

i thought i would bring this up as i have the same problem

pre-ordered a dvd it never arrived so i waited 21 days and still nothing turned up.. so far 8 messages sent every 1 of them ignored.. i also said i did not like the service and wanted my accunt closed i have yet to hear from them about that..still waiting to hear about that

[rottweiler]

The problem is down to play.com and not Royal Mail.
Play now use a private contractor to collect and transport there deliveries to mainland England where it is then taken to a sorting office in the south of England.

That lorry won't leave play.com until it is full to bursting point to save costs.
Where as before Royal mail would collect on a daily basis from play so you would receive goods within a day or so.

This is purely a cost cutter by play and it's the punter that suffers.