Freemans Catalogue

[racer1]

I ordered a couple of items from the above before I went on holiday, but they didn't arrive in time [they came literally just as we were leaving]. Stupidly, I signed for them instead of just sending the courier away with them to return them via the Freemans courier service.

 

The difficulty I have is with the courier. I used to use Next sometimes, who have the same courier [i didn't know this before using Freemans] and the main reason I stopped using Next was because of the courier - I called to return an item as it was smashed and another was faulty, the courier never returned the calls and it took three weeks for the items to be collected - and when the courier came she was rude and abusive and then one of the items never even made it back to the warehouse so I had a long battle to get my money back!

 

Anyway, to return the items to Freemans I decided to call them directly instead of the courier based on the previous poor experiences. I advised them that I am only in from 8 each evening due to work, and that I won't be in this weekend. I got home just before 8 last night and found a calling card from the courier saying to leave items outside and she'd collect today.

 

Quite simply I'm not happy leaving the goods outside on the doorstep because of the previous experiences with items going missing. I know she works in the evenings because one of my annoyances when using Next was her delivering items at 10PM. My worry is the Freemans site states they have a 14 day return policy and giving it to courier is not confirmation you're within that policy, it's when the office gets it which now I'll be outside I think. They may then make an admin charge for each item received [on what grounds I'm not sure...]

 

I've spoken to Freemans directly today who say they'll arrange another delivery and again request after 8pm but does anyone have any advice please? Thanks.

[Guest weegirl]

Do you have a neighbour or an alternative address you could get them picked up from? I don't think I need to point out that you (or someone) needs to sign something to say that the item has been collected in case it gets lost or nicked on the way back.

[racer1]

Can't get it picked up from work, and a] don't know neighbours well enough as not been there too long and b] think they're all at work during the day too. The signature is the whole issue really...!

[shaniannie]

I know that Freemans used to offer a "returns label" service where you stuck the label on the parcel, took it to the post office and sent back to freemans, free of charge. This is what I used to do with them all the time at my old address, when for the most part they did not offer courier delivery/collection (it was delivered by Royal Mail too). Perhaps give them a ring and ask if they can do that for you?

[racer1]

They've said they'll do that as a last resort if courier doesn't work out....but apparently they normally do all returns by courier now. Had another card through the door yesterday but didn't say date or time of her visit!

[racer1]

Back to this - had another card from the courier on Friday and she also turned up on Saturday. My other half was in, which wasn't expected, and so the goods weren't ready for her to collect ie he didn't know where they were and couldn't get hold of me. I hadn't let him know having not expected her to come - on Friday I had a conversation with Freemans and they agreed to send the labels out.

 

From everything my partner's said, she was rude, abusive and not very nice to him at all and admitted she'd been trying to gain access to various outbuildings of our property incase it was there - he told her not to do this as it could be seen as trespassing, and I'd told Freemans a number of times nothing would be left outside. I stopped using Next because this courier was rude etc.

 

On Monday I emailed Freemans [sarah Gibbs] and asked for a reply by the close of business yesterday [Weds]. I had a reply today asking for my address details so they can respond. I have replied to that email, also pointing out there are still no address labels.

 

As I've said before, I just want rid of these goods and the £40 odd refunded. I've now communicated clearly with Freemans by email and by phone - apart from writing a letter what can I do?

[racer1]

Right still nothing - here are all the emails so far. Any advice please?!

 

C&p all so a bit long, need to start from the bottom!

 

 

I have still received no response to the below email. It has now been four weeks since the good were delivered and nearly three that I have been trying to return them, with appalling customer service both on the phone and by email. I expect a response to my earlier email.

 

Suze

 

Note: forwarded message attached.

 

 

Date:Mon, 9 Jul 2007 09:04:49 +0100 (BST)

From: Bispers

Subject:Re: Unacceptable service

To: "Employee"

 

Dear Sarah,

 

I fail to understand why there's been such a delay in replying - I contacted you a week ago yet your website says responses are normally within 24 hours?

 

I have received some paperwork but no idea if it was from Freemans or not - I was expecting pre-paid postage labels as advised by your customer service rep, but have received labels which will be paid when they reach you - no letter, covering note, compliments slip or anything to link them to your company - perhaps you could confirm whether this is supposed to be what I use?

 

Best wishes,

 

Bispers

 

Employee employee@freemans.com wrote:

 

If replying to this e-mail please quote ref; XXXX

 

 

Dear Ms XXX

 

 

Thank you for your e-mail. Please accept our apologies for the delay replying .

 

 

We trust that you have now received the required paperwork to return your goods .Please let us know if this is not the case and we will arrange to send this again .

 

 

We're sorry to hear of the difficulties you have had with our courier service service recently. Your comments have been noted .

 

 

Kind regards,

 

Employee

 

 

 

 

05/07/07 14:17

 

 

To: employee employee@freemans.com

 

Subject: Re: Unacceptable service

 

 

I have still not received the labels your customer service rep assured me would be sent, and I am not impressed it has taken this long to respond to my previous email. Please find below the information you need.

 

 

ADDRESS

xxxx

xxx

xxx

xxx

 

 

DOB XXXXX

 

 

I expect a response to my earlier complaints by the close of business tomorrow, Friday 6th July 2007.

 

 

Bispers

 

 

Employee wrote:

 

Thank you for your recent email.

 

 

Unfortunately to enable us to look into this matter for you we require the following information:-

 

 

Account Number (if applicable):

 

House ID:

 

Street:

 

District:

 

Town:

 

County:

 

Post Code:

 

 

Date of birth:

 

 

On receipt of the above we will contact you again.

 

 

If you have any further questions or comments about the service we offer, please contact us - we're here to help.

 

When replying to this e-mail, please attach your original e-mail to ensure a speedy and accurate response.

 

 

Kind regards,

 

Freemans employee's name here

 

 

 

 

 

Subject: Unacceptable service

 

 

Dear xxx,

 

 

I recently placed my first order with your company but have been left extremely disappointed by the level of service recevied. The goods were received on Tuesday 12th June but this was too late as I left to go on holiday that day. Upon my return I contacted Freemans directly to request a collection of the items to be returned. I had in the past used the Next Directory but had stopped using them due to the poor service and rudeness of their courier and found when my items were delivered that it was the same lady, "XYZ."

 

 

Having spent a month before with Next trying to return the items and the courier not returning calls I contacted your collections department directly. I stressed that I was not there at the weekend [30th June / 1st July] and could only guarantee being in from 8pm midweek because of work. One of the previous issues with the courier and Next was her delivering items at 10pm, so I had no reason to believe the collection in the evening would be an issue.

 

 

I received calling cards on Wednesday, Thursday and Friday of last week and made subsequent calls to your collections department to again stress I would not be there until 8pm. I have no idea what time the courier called as the calling cards were blank save for her name and telephone number - no information as to what company she was collecting for or the time of her visit. One of the cards requested that I leave the items outside the front door, which I was not happy doing. I leave the house at 6.15am and return at 8pm so they could be left there for many hours and previously this courier had "lost" items when returning to another company - and that was when I handed them over to her face to face.

 

 

I called your collections department again and let them know I would not be leaving the items outside the door, and again stressing that I was not in until 8pm each evening during the week. The courier called again on Saturday [30th June] and unexpectedly my partner was in. As he was due to be out and I was not in and not expecting a collection, he was unaware as to where the goods were.

 

 

The courier then became nothing short of rude and abusive. She accused my partner and I of being "awkward" - all along I have made it clear when we would be there so there were should be no wasted journeys. She started to complain about where we live and the distance to her house, the fact she has a full time job and two children. She also admitted she had tried to gain access to our outbuildings. My partner advised her that this was private property and could be seen as trespassing - I had clearly stated to your "customer service" advisors that no items would be left outside. If I find your courier trying to gain access to any of my property again, please be assured that the relevant authorities will be informed. My partner also advised that he had no idea where the items were, which she said she did not believe and again accused us of being "awkward". In short, I want the items returned asap and my money refunded - there should be no need for all of this hassle. The information I have given to your collections department has been accurate all along - and last week I was in from 8pm on every evening so the items could be collected.

 

 

Your courier's personal circumstances are none of my business ie her children, and vice versa, but the last thing I expect is rudeness. There seem to be some severe lack of communication between your returns department and your courier, and a severe lack of so called "service" with your courier. Having worked in the customer service and hospitality industry for a good few years, I know what to expect.

 

 

I still have the items in my possession and am awaiting pre-paid postage labels to be sent to me, as advised by a member of your team. Furthermore, my first experience of Freemans has only been a poor one, and I doubt I shall be using your company again. I would suggest better communication links are put in place and you actually do something about your courier.

 

 

I expect to hear from you about the above matters by the close of business this Wednesday, 4th July.

 

 

Kind regards,

 

 

Bispers

 

 

[zzzzzzzz]

What happened with this ?

I would have ordered something else from Freemans (that wont fit through the letterbox) , when the courier tries to deliver it refuse delivery and hand back the goods you wish to return (they get paid extra for collecting returns)

These big catalogue companies tend to be based in very low class areas - so you will deal with staff from these areas and they will forget that you might not live in such an area

[racer1]

Had email confirming that the pieces of paper they sent were the returns forms. They said it was pre-paid postage labels they'd send, instead it was bits of paper saying will be paid at the other end with nothing to say who it was from. Sending items back tomorrow and then will chase chase chase for refund as getting very very fed up now!