Incompetence that is Co-op

[Tigs33]

Purchased a Dyson on 20th August 2006 on their website and chose 25th as my delivery date, they didn't delivery on the 25th as there was a mix up with the delivery (went to the wrong depot apparently) so they arranged to it to be delivered to me on 26th before 12pm. They messed that up and I told them to cancel it, so on the 26th (Saturday) I go an buy a Dyson from Comet and take it home. Today Co-op have taken their money out of my account for a hoover (sorry Dyson) I have not had. I have now paid £500 for Dysons!!!

I wrote a letter of complaint yesterday and I have emailed them this evening saying if they do not credit my account by the close of business tomorrow I will take legal action. I also told them that I will phone tomorrow, I bet they won't want to answer the phone!!! lol

To say I am fuming is an understatement, most of my email to them was in uppercase

[Bookworm]

Any news on this, Tigs?

Just one note of caution: Just like bank charges, you have to give them reasonable time to settle, so 14 days + 14 days, you know the drill.

[Tigs33]

lol Bookworm you do not want to know the problems I have had with the Co-op lol

Well I phoned them on 30th asking for my refund, got them to email confirmation to me, they said it would take 2-5 working days, told them I was unhappy with that but agreed. So today we check our account still no refund. So I phone them back, first to be told that the refund had been done on the 30th, I said it hadn't reached my account and that I wanted to speak to a manager, got through to the credit control department who told me as they had to manually process the original order, when their computer system came to do the refund it rejected it and didn't process the refund (they needed the issue number on the card) but they have NO internal system in place to pick this up, so it is left to the customer to phone them and complain that they haven't had a refund. To say I was unhappy was an understatement. So she processed the refund whilst I was on the phone. I requested that a manager phone me back (I said within 30 mins, that was at 9.10am, got a phone call at 4.20pm) from a manager who seemed as disappointed with the lack of internal systems as I was, I am glad he seemed to be genuinely interested to put things right which helped a lot.

He is going to phone me back on Friday at 10am to let me know that the refund has definitely been sent and also give me a code I can phone my bank and check that it is going through my banks system.

I also mentioned that I have had to phone them 5 times now, waiting on average 15 mins to be put through to speak to somebody and it has cost me my phone bill, he said that once the refund was sorted out that would be something he would look into.....we shall see....

[installspark]

On the one occasion I've purchased anything from the Co-Op a couple of years ago,not had any real problems apart from with the initial order.

Placed an order for a 28" TV on a Thursday with next day delivery. Card debited on day of order but TV failed to arrive next day. Called their Cust services, it transpired that although the order had passed through their front end system and payment system it didn't progress to the back end warehouse systems to be processed. Was given refund of delivery charge, a Saturday delivery arranged at no cost to me and also got an extra £50 refunded as goodwill, this £50 acccounted for 25% of purchase price so was happy eith that

I guess it all comes down to who you get on the other end of the phone as to whatservice you get from them.