Diabolical – Sales practices, Customer Services & Banking Team
Beware, dealing with this retailer is frustrating beyond belief & that’s just for the basics!
I wanted two Motorola phones, no stock available in stores so ordered online for collection from store. Ordered October 9th, money taken Oct 10th, delivery due Nov 5th .
October 30th – website showing in stock at local store, my request to collect these phones was denied as in-store orders can’t be linked to online orders so the order would have to be cancelled and placed again at the store, only problem was CPW had increased the price by £50 per phone in the interim & they wouldn’t honour the original price.
October 31st – checked CPW website again, found the phones advertised online available for delivery next day 09:00, contacted CPW as to why I hadn’t been notified that the phones had been despatched as they were now in stock. Operator informed me there was no stock in the warehouse, regardless of what the website was saying. Outcome – issue would be escalated.
November 4th – I was notified phones had been despatched (hooray finally), 10 hours later I was notified the order had been cancelled as they hadn’t been collected from the store within their 14 day time frame. The fact is the phones never actually made it to the store. Outcome – had to re-order and pay for another 2 phones, the only redeeming fact is they honoured the original purchase price.
According to the website credit card refunds can take up to 10 days which wasn’t a problem at day one.
November 19th – refund was overdue for the original phones, contacted the chat line to be told that refund could only be made by cheque as they didn’t have my bank details & online services weren’t secure enough to enter information via the chat line. Refund by cheque would take up to 14 days, so I reluctantly opted for a cheque refund & even got a reference number to boot, fat lot of good that did me. According to the chat line card refunds take up to 14 days. According to the website card refunds can take up to 10 days & cheques up to 28 days. Is it asking too much that CPW should be singing from the same hymn sheet?
December 5th – refund cheque is now overdue based on the chat line information given. Contacted chat line again to be told it can take up to 24 days for a cheque refund. So the website says up to 28 days, the chat line 14 days & the chat line 15 days later 24 days. Give me strength! Outcome – the issue would be escalated to the banking team which can take up to 72 hours
December 6th – having recapped the information i had received so far I contacted the chat line to find out exactly how many days to receive a refund, answer 3-5 days for a card, 14/28 days for a cheque, we are now at day 32. Queried having to accept cheque refund & was told that a card refund could infact be made over the phone. Outcome – issue was escalated to the banking team again and I was assured that within 72 hours from yesterday the refund would be reflected in my bank account. Guess what, no contact from the banking team and no refund.
December 11th – phoned CPW to be told the wrong form had been sent to authorise the refund & it would take another 3-5 days to get the banking team to react. Outcome – after 40 minutes on the phone I got cut off and still no resolution.
December 12th – Put in a complaint to CPW having been strung along for 37 days. Received a reply the following day apologising profusely and informing me that money would be refunded to the card used at the point of sale within 3-5 days. Outcome – money gratefully received but I can’t for the life of me understand why that couldn’t have been done 38 days earlier.
Will I be going back to CPW in the future, not on your life and I’ll be giving Currys, PC World and Dixons a wide berth also, so be warned if everything goes to plan you shouldn’t have a problem but if anything goes awry beware of the run-around this company is going to give you.
Update - Received communication from CPW 20th Dec:
Hi Gary, sorry to hear about the issues with your order and the subsequent issues faced when trying to obtain a refund afterward.
Please send us an email where we can look into this further.
Adding a copy of this review and including your full name, address, postcode, mobile number and the name of who you bank with means we can get started right away.
January 6th 2020 (17 days later ) – Is their version of getting started straightaway somewhat different to everybody else’s, or are they just going through the motions of making it look like they are a caring company concerned with their customers experiences when dealing with their after sales departments ?
January 9th 2020 - Received a reply to the Jan 6th update saying they will be in touch in due course but are experiencing a high volume of contact at the moment.
January 16th 2020 - received a request for confirmation information, email, order number or phone model, you'd think this wouldn't be a problem but nothing appears to be straight forward with this company. Replied to their request for this information but the emails are all coming back undeliverable, and this would appear to be the same email address as supplied by them after making the complaint. I'm not even typing the address in, I'm just replying to their request. It really does make you wonder how they are still in business.
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