I would just like to relate a sorry story about this internet based
company which sell computer peripherals.
On the 12th February I ordered some PC parts with a value of around
=A3200 from this company with an expected delivery on the 14th February.
The items were showing as in stock on the web site so I didn't think
there would be any problem.
For some reason the order process stalled after they had taken my
money and I was left with no idea what was happening. When I phoned to
check it turned out that the Warehouse staff were unable to find one
of the parts I had ordered and although the stock was showing as
available it was actually missing and they weren't sure exactly when
more stock would be available.
I asked if there was any items similar in specification that could be
used to replace the 'missing' items. I then ended up paying slightly
more for the replacement parts but as Overclockers were running a
promotion I got the items with free postage and I was assured the
parts would be with me by the 15th. While I was checking the order I
noticed that there was a missing digit in the postcode I had supplied
and the saleman updated this as well.
On Tuesday 19th I phoned again to find out what was happening with my
order. I was put on hold while the Salesman checked with CityLink to
find out where the goods had got too. I was told that Citylink were
having problems finding the package. The Salesman then said that
Citylink would be attempting to track down the package and he would
let me know by the end of the afternoon what was happening.
Unfortunately I received no phonecall back and my order still had not
appeared. So on Thursday 21st I phoned once again to try and get my
order sorted out. I was put on hold while the Salesman checked with
Citylink. He repeated the earlier message about Citylink having
problems finding the package. He then said if Citylink re****ted back
that they were unable to find the package he would arrange for a
replacement order to be raised and that I would get my order the
following day one way or the other.
When the order had still not appeared by the following afternoon I
phoned once again to find out what was happening.
Citylink had not been able to find the package but unfortunately the
Salesman had not bothered to raise a replacement order either so I
still had no parts.
At this point I decided that I had had enough of this run around and I
asked to cancel the order.(I ended up getting the parts from another
supplier and they arrived promptly on Monday 25th) When I asked how
long the refund would take I was told that the money should be back in
my account within seven days.
So I waited ten days before I checked my account - no refund.
When I phoned Overclockers to find out what was happenning I was told
that they were waiting for the claim form from Citylink to be returned
- once this form had been returned they would then start the refund
process.
When I pointed out that the 'dispute' was between Overclockers and
Citylink - and asked why was my refund was being delayed - I was told
that this was the procedure that they followed. When I complained
about this I was told that according to the Distance Selling Act they
had thirty days within which to refund my money and that there was a
good chance that it would be well before this deadline(!). I was still
not happy with this and asked to speak to a supervisor - only to be
told that there was no one else to talk too - so basically that was
it.
Well - if I am lucky I will get my refund within the next week or two.
I can understand that things do sometimes go astray but to delay the
refund because of a procedure that has nothing to do with me is
appalling.
Not a lot of Customer Focus in my opinion - so think twice before
dealing with this company.
I know that I won't be ordering from them again - and I shall make
sure that my friends and colleagues are aware of the problems I have
encountered and let them decide whether to use this company.
