I placed 3 orders as shown below which were supposed to be delivered on the 24/6/19 and none of them have been received and did not get any communication from CPW as to why!
414896332 NOT RECEIVED & NO REFUND
414884273 NOT RECEIVED & NO REFUND
414878928 NOT RECEIVED & NO REFUND
CPW should reject the orders if they don't want to sell the phones, NOT ONLY HAVE THEY STOLEN MY MONEY they are a joke of a company as they did not REFUND OR CONTACT ME, I have to do all the chasing up and i'm not getting anywhere as all the staff seem to be incompetent clowns, the reasons below will expalin why
on 15/7/19 i wasted over an hour speaking to 3 different people and they all said different stuff to me, the company needs to close down and should be reported to trading standards!
spoke to Amanda at customer service she told me to call EE and that i would get the refund even though i did all 3 transactions with CPW, i called EE and as expected they told me i would need to sort it out with CPW as was bought through them.
called cpw again and spoke to Chante and she said i wont get the phones, i wont get the top up vouchers and i will not get the refund , so she basically said i'm £30 out of pocket, CPW have robbed me and i haven't received anything, i asked to speak to a manger and she said they will say the same, we have taken your money and your not getting nothing from us! no phones, no top up vouchers, no refund, nothing we have robbed you that is what she meant
i then spoke to manager Waseema and she said the same as chante at first as she transferred the phone to Waseema, later on Waseema said i can get the refund but i would need to contact my bank, but why would i need to contact my bank and continue wasting my time? makes no sense, pathetic thieving company makes my blood boil on how the can treat me like this its shocking, this will need to go on every CPW review website!
i then emailed CPW AND THEY WROTE THE FOLLWING:
Thank you for your e-mail.
I’m sorry to learn of the issue and concern detailed in your e-mail regarding your refund.
I can advise that I have raised a £10 credit onto all 3 accounts with order number 414896332, 414884273 and 414878928. Kindly make your way to store to purchase your £10 top ups for your handsets.
I have logged a complaint for you, this will hopefully bring to light any conduct, behavioural or procedural issues so that they may be addressed accordingly. The outcome will enable Carphone Warehouse to put into place measures we believe are appropriate to avoid a repeat of the issues you faced.
I would like to reassure you that at Carphone Warehouse we take all feedback seriously, both positive and negative, which allows us to continually improve the level of service we offer. We also set a very high standard of customer services which sets us apart from our competition; however, I am sorry that on this occasion these high standards were not met.
Please accept my sincerest apologies for any inconvenience caused to you as a result of this matter.
If you ever need any assistance, don't hesitate to reply to this e-mail or contact our Customer Service team on 0370 111 6565. Our lines are open Mondays to Fridays 8am-7pm, Saturdays 9am-6pm and Sundays 10am-5pm.
Kind Regards,
Niko
Customer Service
Carphone Warehouse
I THEN GOT A FURTHER EMAIL WHICH WAS...
Thanks for your email, we do apologise for the delay in our reply.
Looking at the transactions numbers you have provided, our Fraud and Loss Prevention Team have advised that upon additional verification these orders have been declined and has been requested to be returned to consignor. Unfortunately we are unable to specify exact reasons for declining the transaction, however, further sales using these details will result in the same outcome, we do apologise for any inconvenience caused.
As these transactions have been marked as fraudulent, the funds would need to be claimed back via a banking indemnity claim.
Our Customer Service Team appear to have got the wrong end of the stick with advising that you can pop to a Carphone Warehouse store to obtain a top up voucher.
Therefore, we would advise against doing this and following the steps above in claiming your banking indemnity.
Kind Regards,
Richard Jones
Carphone Warehouse
JUST GOES TO SHOW the staff are deluded saying 4 different things i should do, its like taking blood from a brick wall, staff have no clue about anything, making lies and treated customers like crap who clearly don't give a stuff about customers. ITS SO SIMPLE, EITHER GIVE ME A FULL REFUND OR SEND ME WHAT I ORDERED, ITS NOT ROCKET SCIENCE! THIS REALLY IS THE WORSE COMPANY I HAVE DEALT WITH IN MY LIFE
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