| Product: |
Comet.co.uk |
| Date: |
07/10/04 (2070 review reads) |
| Rating: |
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Advantages: Online prices often significantly cheaper
Disadvantages: Terrible customer service
Well, if the single star doesn’t give it away (and I’d give zero if I could), let me put it clearly: comet.co.uk is, without a shadow of a doubt, the worst online retailer I have dealt with.
Here’s why:
On 15 August, I placed an order for a washing machine, to be delivered to my address on the 29th of the month. This order was confirmed at the time, and payment was taken from my account.
Nearly two weeks later, two days before delivery was due, I received an email with the following message: “Thank you for shopping at Comet. Unfortunately, the product you have selected is currently out of stock, therefore we are unable to supply this at present.” Maybe it’s just me, but as far as I’m concerned, a blunt written communication cancelling delivery of an item, two days before a date that was confirmed and paid for two weeks previously, is entirely unacceptable.
On contacting Comet customer services, who were polite but totally unapologetic, I was told that the product was indeed out of stock, and would not be available to me until 11 September, two full weeks after the original delivery date. However, when purchasing the product online, I was assured by Comet’s website that: “Comet.co.uk is updated daily to include products which are currently in stock in our warehouses or available from our suppliers. If a product is not in stock on a particular day, it will not be displayed.” In other words, the product was in stock when I ordered it, but disappeared from stock two days before it was due to be delivered.
So: Comet’s website allowed me to place an order, and complete payment, for an item that I was assured was in stock. Had I known that the item would not be available for two weeks after the date I wanted it, I would not have placed the order. As far as I am concerned, I was completely misled by Comet, and am particularly annoyed that they saw fit to take payment from my account on an item that was unavailable. The transaction was placed on a credit card, which means that it was accumulating interest: not a significant amount, fair enough, but nonetheless, a charge that I should not be liable for, and which is entirely the fault of Comet.
My dealings with their customer services were not entirely satisfactory: not having got very far on the telephone, I tried a written complaint via email. Nobody replied. I tried another complaint about nobody answering my complaint, and this was replied to. After a lengthy argument back and forth, I at last managed to get someone to apologise to me. But that was it. A holly victory really: they told me an item was in stock which wasn’t; they took payment for delivery of this item on an appointed date even though it wasn’t in stock; they sent a blunt and unapologetic message cancelling delivery two days before it was due, at which point it was too late to make alternative arrangements; and it took a series of complaints on my part to get someone to accept blame for this.
Not, of course, that anything’s changed as a result of this – Comet’s website still maintains that if something’s displayed, it’s available. Do not believe this statement. It is untrue.
I realise that many people will have had completely satisfactory experiences of Comet – when my washing machine was finally delivered and installed, this was all achieved with the minimum of bother. The problem is when things go wrong. As soon as there was a difficulty with my order, their whole customer service system unravelled, and only served to enrage me even further.
This company is not to be trusted with your money. Perhaps I’m a fool for ordering expensive items online, but I see no reason why the same standards of customer service should not apply whether I’m ordering a washing machine, or a CD from play.com (who, in my experience, have been excellent). If my experience with Comet has taught me anything, it is only to stay well away from high street retailers if I’m ordering online. I will not be using Comet again. They do not deserve my money.
Summary:
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Last comments:
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- 09/10/04 I too have recently had problems in dealing with Comet! I brought an LG washing machine from them last October. The machine developed a fault this August, where by it would bang violently in the run up to the spin cycle. I contacted Comet who sent out an engineer to look at my machine. He could not see what the fault was, so left doing nothing. The problem, having not being rectified obviously still occured so yet again, a visit by a Comet engineer was made. This time the engineer fitted a new "control board". The problem STILL existed, yet another visit by the same Comet engineer. This time, after checking my machine, he proclaimed "I don't know what the problem is and will speak to my manager about it". I heard nothing. I phoned Comet Customer (dis)Services and was told all they could do was arrange for yet another engineers visit. I explained an engineer had visited three times already and still my machine was not right, they member of staff I was speaking to became very surly and said there was nothing else she could do. A fourth engineer visit! After scratching his head some, the engineer now proclaimed "I'll order some new suspension for your machine". On his three previous visits, he'd ruled out the suspension as being the problem, saying it was in "excellent condition!". I asked how long the suspension would take to come and be fitted, the engineers reply - "I dunno". As soon as the engineer left, I wrote a very strong letter to Comet Head Office, explaining my disatisfaction with their service and that I wanted my machine replaced. I received no reply. I sent a copy of the letter to Comet via e-mail. Apart from an automated reply telling me my e-mail had been received and would be dealt with within 24 hours, I again heard nothing! I repeatedly phoned Comet Customer Service a week later, I must of attempted calling them for half hour at least, repeatedly, before someone answered. I was told "my details were to be brought up in a "Customer Focus Meeting", being held that afternoon, where a decision would be made". I was also told I would received a telephone call before 5pm that day, to tell me the outcome of the meeting. Did I receive that phone call? DID I HELL! 5pm came and went, I sat there and dialed the Comet Customer Services repeatedly yet again. Their number would ring out for two mins or so, and then you'd get cut off. Thank heavens for "redial"! After phoning using both my home phone and mobile, simutaneously for ONE HOUR AND TWENTY MINUTES, someone answered the phone! I was told my machine was to be "written off" and that I was to receive a full refund. I was given no apology for their lack of communication, despite promises they'd made. I was told I'd receive a letter that I was to take to my local Comet Store, where they'd assist me with my replacement. I didn't hold out much hope of receiving this letter in a hurry, to my suprise, it did arrive two days later. When I went to my local Comet Store to choose a replacement machine, the staff couldn't of been more helpful. This might of been because I led them to believe I was interested in "purchasing" a new machine, they didn't know I was there for a replacement. The new machine I choose was an AEG model, costing some £500. I had to pay £200 towards it, the refund from my LG machine being £300, which was the full amount I paid. I paid the extra for my new machine and delivery was arranged for the following Monday (it WAS delivered on the day they said it would be!). Two days later, I decided to look on the Comet website at the machine I'd just brought, only to find, within the space of two days, they'd dropped the price by £100! You can obviously imagine how angry I was. I went back to the Comet Store the next day and told them, they either refund me the £100 difference they'd just knocked off the machine, or they could stick my order and I would have my £500 back. The manager agreed it was ridiculous the way the price had been lowered in the space of two days, told me I should of been made aware that was about to happen at the time of purchase, and duly refunded me the £100 difference. I shall NEVER shop at Comet again! If anything goes wrong with your machine, stick to your guns, don't accept repair after repair and demand your money back! Great op! - Morgan
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- 08/10/04 I can understand why you want to give them zero stars!
Leanne ~ Shopping Guide
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- 07/10/04 I agree with your review. Buying instore isn't much better either. They don't shift on prices, where as places like scottish power do, they will haggle so far on a price. Their service is appauling but yet promote that "we always like to help" attitude - up until there's a problem. I find it quite helpful to get my own back by going into their stores and changing the screen savers on their computers to all read "Don't order from us, we're crap, expensive and just want your money" Childish - perhaps, satisfying - yes!"
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