PC World Should Come With A Warning Sign (PC World)

Member Name: Kallie-Shuga

Product:	PC World
Date:	08/10/09 (71 review reads)
Rating:

Advantages: None

Disadvantages: Too Many To List-Better To Just Read

I'd never really thought about the service of PC World before - didn't have reason to either. Every time I went into the store and bought something it was just normal standard service - nothing out of the ordinary. Just recently, however, I have been appalled at their service.

I bought a 32" Samsung TV for my sister in law's 18th Birthday online on a Saturday. The order went through fine, I received confirmation email and all seemed ok. I then viewed my order on Tuesday and it said that it had been declined. I've never had a problem with my card and there were funds in my account, so I didn't understand the reason for this - naturally I emailed them asking why it had been declined. Since I needed the birthday gift that weekend, I went and bought a TV from another store that evening. On Wednesday I checked my banking and found that the money had been taken out of my account that morning. I went into the store and asked them why they had taken the money out as they sent me an email saying it was declined and stopped. The store manager handed me the phone and told me that there was nothing they can do about it in store and that all online transactions were dealt with via phone.

The lady on the phone was not able to tell me exactly why it had been declined and that she will report it and I will be refunded within 7 days - I told her 7 days was too late since I had occurred bank charges as my account went overdrawn with the funds. She didn't really apologise or give me a definite answer and after 50 minutes of yelling and shouting she said she would put £30 on the refund order as well. There was nothing I could do but wait now - she then realised and found that it was a fault on their website which stopped the order - when asked that if it had been stopped - why was the money taken out - she could not tell me. I told her I had not received an email response and she said there was a backlog of emails.

A week later the money was still not in my account on Thursday and I went back into the same store (was not going to pay to have a hour long conversation with them) and tried calling them. Went through everything again as the name of the person I spoke to the week before was unknown (apparently she did not work there) and the extension number I was given did not work. So going through everything again was exhausting and this woman (less nicer then the one before) said there was nothing they could do apart from ask for a refund again and would take 7 days. I was frustrated and extremely angry at this point but she was just blunt and said "nothing else I can do". So I was left again without funds in my account for something that was not my fault.

Then on the following day I received the TV delivered!!! I contacted them via email and phone to say I've received it and to arrange a collection - by Monday I had not heard anything so I called again. This time I spoke to a number of people who all said that the previous person did not work there and the extension number was not going through. One man told me to ring their bank which I did and the bank turned round and said it was nothing to do with them - going round in circles. Another woman said that they would need to arrange a pick up and then can refund me - I told her I was already expecting a refund and she said that nothing was put on the computer - the list of people I now had on record with extension numbers was growing and she didn't seem at all bothered when I said I wanted to complain - simply said that I can write to the manager but there is a back log! So I arranged a pick up - and guess what - yes - no one came to collect - even thought I had to sit there from 9-5!!!

Kept calling and sending emails - did get replies to a couple of emails which just said to ring them. Finally arranged another pick up - the DHL guy was awful to deal with - was swearing and had really bad mannerism - he would not give me the reference number I needed to tell PC World and decided to mouth off and leave 3 minutes after arriving! So again I had to call PC World and arrange yet another pick up - this time the TV was picked up and FINALLY I had funds refunded into my account ... 10 days after!!!

So all in all it took them around 6-7 weeks to finally refund me money that they had taken out of my account when they told me my order was cancelled and declined. They did not refund me any compensation for the stress of worrying and being without funds during that time. They did not compensate me for the bank charges that I accrued and as far as customer service goes, they did not help me out in the slightest. I have NEVER had an experience like this before, would have thought that being a large well known company they may have learnt a few things along the way. I will NEVER buy from them again - I have sent them emails but have had no replies back. I will NEVER recommend anyone to them and hope that they belt up soon. It's quite unusual for me to say this as I'm not the person to stress out about things like this but this service from start to finish was so horrendous that I'm still shocked by it!

Summary: Awful Service, No Manners, No Service