An amazingly disorganized business (Under18.org.uk)

Member Name: trixbix

Product:	Under18.org.uk
Date:	18/05/01 (26 review reads)
Rating:

Advantages: none

Disadvantages: Very bad customer service

Looking for an American CD import without having to pay £15 or more, I discovered that it was in under18.org.uk's catalogue, priced reasonably cheaply. I purchased the item. I was informed that there was no stock of the item and I would have to wait a week or two, which I was happy to do. My first suspiscion about the site came when I found out that my bank account had been debited immediately, which is not the policy of most other online shops, who wait until the item is dispatched first before charging.

Never mind, I thought, I'm sure the CD will arrive soon anyway. Two weeks later, still no CD. I wrote to customer services who informed me that they still had not received the stock, but assured me I should receive the CD by the weekend. However, Wednesday came and still no CD. Again, another e-mail to customer services, who apologised and said I should receive the CD by early next week. No big surprise when it still did not arrive. Frustrated, I wrote under18 an e-mail requesting they give me an exact date of delivery or give me a full refund.

The reply to the e-mail was rather odd, saying that they had already written to me before, offering a refund, when they clearly had not. Another apology, with a silly excuse. They then said they would credit my bank account. A few weeks later, I was amazed to learn that my account had not been credited. When I wrote them an e-mail saying this, they replied by saying that my account had not been debited in the first place, so there was no need for a refund. When I suggested they re-check their records, they finally wrote back apologizing once again, and said they would refund the money.

More than a week later, STILL no refund. I re-questioned them, and they replied requesting me to ring a certain number because they were having problems with my card. However, before I did so, the main guy I had been dealing with sent me another e-mail explaining how he had been on holiday
and was disappointed that it still had not been sorted out. FINALLY, TWO MONTHS after I first made the order, he sent me a cheque for the amount, plus another £5 for my troubles.

This online shop is amazingly disorganized and has a long way to go if they want to succeed in the dotcom sector. I would not recommend the shop to anyone else, as it's more hassle than any CD is worth.

Summary: