AIBU to feel impatient

it is horribly frustrating not to be able to get through ! I have nothing but praise for the Bon marche site ....I ordered a mac from them .....a jacket duly arrived. I phoned to say I had the wrong thing and should I send it back ....after checking with the supervisor, I was told no, you can keep the item and give it to charity and we will send the correct item ! To say I was amazed is putting it mildly ..as well as very pleased. I subsequently gave the jacket to a local charity and received the correct item. I suppose at this time of year they must be inundated with calls ...as long as they don't have a 'cut off' date for returns ..if this is noted on their website, make sure you keep or e mail copies of all the messages and dates amd time of calls you have made to prove you were within date...and if you can, get the person's name you speak to (here it is usually always 'Stephanie' ...on several different sites so I don't imagine for one minute that is anyone's actual name !
I have also used web chat which, after holding on or being transferred is usually satisfactory ...I can even go and make a cup of tea whilst I wait if I am '49th in line' !!!

I hope you get the problem resolved soon ..have you tried (sometimes works !) calling 2 minutes before they open or 2 before they close ?

Sometimes if you phone the Sales Department they will put you through or help you.

Sales always answer quickly!

It's not only the waiting that is annoying. I hate that 'your call is important to us' message that comes on every 20 seconds. If you think I'm so important then ANSWER THE PHONE AND TALK TO ME!!!!!!!!!

Your purchase contract is with the company you paid, nothing to do with the manufacturer unless agreed otherwise with you. You should also have a warranty period. Check when buying.

I think this company should be 'named and shamed'. Their customer service is worse than awful - it's non-existent!.

Make lots of noise and tell all your friends not to deal with this company. Wish I knew which one it was so that I can put it on my 'don't buy from them' list.
Best of luck.

Companies do seem to respond quite quickly to complaints on facebook which everyone can see (they always ask you to private message them or email but I always keep up the conversation on their public page as well.
I bought a Bosch washing machine from Currys which didn't work (the man installing it showed stood in front of it and showed the water going through and said that it was working fine and it didn't occur to me that he was hiding the fact that the drum wasn't turning). Ringing Currys just got me put through to Bosch who wanted £100 to make it work because I hadn't bought an extended warranty. When I pointed out that I had only had it 30 minutes she said 'well that's what we do' and made it sound as if they were doing me a favour to even do that. I was passed backwards and forwards between Currys and Bosch for days and eventually found Curry's facebook page and realised that people were complaining there about things.
It took 2 weeks for them to come out and refit the fan belt. I won't use either company again.

DH took 7hours to get through to more than yesterday just notifie them of a change of car!

Email the CO always works for me

I use FB to complain, it gets faster action than any other means, companies hate the adverse publicity.

Virgin Media are dreadful - my daughter noticed that they were still taking money from her bank account even though she had terminated her contract over 12 months ago when she moved house and they didn't provide a service in the area she moved to. She spent hours on the phone trying to get a refund and being passed from one department to another. Each call ended with an assurance that a refund cheque was being sent out. None of these arrived. Finally, after I complained on their Facebook and Twitter accounts we got somewhere - only took 6 months!

Facebook page has worked well for me to get attention from lazy stores. Good luck.

Don't worry too much about the 'return by' stipulation. I sent some trousers back to Artigiano, who have a 14 day returns policy, several weeks later with a covering letter explaining why. I had been busy and realised that they did not fit and were unsuitable. I did get a refund but it took time. You also have an excellent reason because of the difficulty of speaking to someone.

That's so infuriating BlueBelle. I've had similar experiences from bt.

I found with Amazon they email a return label, I have never had to pay postage.

I ve never had any problems with Amazon either they are usually very quick and good

Go to the top - write to the MD.

Also you should not have to pay a collection fee for goods that were not fit for purpose.

In contrast a toy that I bought online from Argos did not work when we opened it on Christmas Day. I emailed Argos that very day and had a reply on Boxing Day to the effect that a replacement would be posted out immediately and I got it on the next non-Bank Holiday day! That's what I call good service!!

I prefer live chat Luckygirl but no option on this site

Well I got to speak after 25 minutes he set up an option for returning asked if Friday would be ok for collection I agreed was told I d have to pay £5 collection fee I said ok got my debit card out started to read the number he asked me to excuse him for a second I said ok he came back and then before I could start the number he said just hang on one second madam and he went again ....for a couple of minutes I could hearlots of chattering in the background then all went silen I started the ' hello' bit but complete silence I held on for another 10 minutes but absolutely nothing it was dead as a dodo So I m no further forward except my blood pressure Is rising and I ll have to start all over again tomorrow I ve sent a second email as well

We are all holding our breath!

I had a long talk with Samsung this morning via a web chat - I always go for that option where possible.

I m caller number 12 now aren't I the lucky one

I ve already emailed but not got an answer as yet and aware with the holidayperiod of time running out for returning goods

I don't do Twitter I m afraid

That is very frustrating I agree, are there other options as Janeainsworth says.
Good luck.

I find exposure on Twitter very effective in getting customer service departments off their behinds! I have just made a well deserved scathing attack on BA customer service, and have finally received a grovelling apology. Not enough though. They need to change their way of dealing with stranded passengers, like providing and updating information.

Hope you get through soon Bluebelle.

Things like that make me seek out the direct telephone no of the CRO or MD and bombard his office until I get a satisfactory response,twitter works wonders have you tried it yet?

BlueBelle that is very unfair and frustrating transferring you. The only plus and it is a minor one is that at least you knew where you were in the queue. As you know, often one does not know if one is no.66 or next. I agree, send an email.

Can you email them instead?
Or complain on their FB page.