I have had a number of dealings with the Customer Services department of Ideal World in the last couple of years; won't bore you with the details.
They are very unprofessional and underhanded to say the least; having had numerous battles just to get a simple refund after goods returned.
I wanted to close my account; simple enough you might think, but they won't allow this! I have cancelled my bank card and ordered a new one so they don't have the details.
PLEASE DO NOT SHOP THERE FOR YOUR OWN SANITY.
I only believe it is a matter of time before this company comes crashing down. The saying "give them enough rope"; if they want to ignore customer complaints / legal battles and pretend it isn't happening - let them. The message is getting out and soon enough no one will want to shop there; they will go off air and all the employees will be out of a job and reaping what they have sown.
NOTHING BUT HASSLE STAY AWAY FROM IDEAL WORLD..
CUSTOMER SERVICE IS TERRIBLE
SUPPORT YOUR LOCAL SHOPS AND RETAILERS AND GET OFF YOUR BACK SIDE AND GO TO THE SHOPS YOURSELVES. TRUST ME ITS LESS HASSLE THAN DEALING WITH THESE COWBOYS..
WAITED OVER TWO WEEKS FOR DELIVERY
FINALLY ITEM ARRIVED, AND QUITE FRANKLY HOW THE DELIVERY DRIVER HAD THE BALLS TO KNOCK ON MY DOOR WITH THE K2 JET WASH BOX AND CLEARLY EVERYTHING INSIDE DAMAGED WAS INSULTING ENOUGH. AS THE BOX WAS FALLING APART! AND WAS RATTLING WHEN YOU PICKED IT UP AND WAS SOAKED THROUGH WITH LIQUID SPILLAGE FROM INSIDE THE BOX SAYS IT ALL.
SO I RANG THEM UP AND THEY PROMISED AN IMMEDIATE REFUND, WHICH NEVER HAPPENED.
SEVERAL PHONE CALLS LATER HAVING BEEN ON HOLD FOR SEVERAL MINUTES ON SEVERAL DIFFERENT OCCASIONS AND THE PHONE CALLS BEING CUT OFF IS A OBVIOUS CON, COME ON.
THEN IT TAKES THE LADY 6 MINS TO CHECK MY DETAILS ON THE SYSTEM! THEN TAKES ANOTHER SIX MINUTES TO CONTACT THE DELIVERY COMPANY TO FIND MY INFO AND DETAILS AND HAVE NOW BEEN PROMISED MY MONEY BACK WITHIN 3-5 WORKING DAYS.. WE WILL SEE, AGAIN!
I HAVE ESTIMATED WE HAVE BEEN ON THE PHONE TO IDEAL WORLD FOR NEARLY AN HOUR SORTING THIS MESS OUT, AND IT IS SO OBVIOUS THEY DO THIS ON PURPOSE IT JUST IS NOT FAIR.
HOLD YOUR HEAD IN SHAME IDEAL WORLD.
Ordered pair of boots, tall biker boots and you got 1 free pair. I though wonderful and was looking forward to receiving them. Placed my order on the 3rd Dec, boots were dispatched on the 11th dec and because it was xmas time I was being patient as they seemed to be taking forever to arrive. Got an email on the 19th to say boots on van and will be with me shortly. After emailing them for the 3rd time to find out where boots are, they informed me on 23rd Dec my boots have been delivered to a secure porch. My house does not have a Porch. They informed me that have contacted their delivery people HERMES and they said boots were delivered.
It;s now 17th Jan and I have now requested a refund as I am sick to death of the poor customer service and when I did try and speak to someone their systems where down and Ideal world wanted me to ring back. Sod that for a laugh, I WILL NEVER shop with them again. EVER.
I ordered a Tablet on 7th Dec 2013 still to date its not arrived although the courier company they are using HERMES have stated that i have received and signed for on the 12th Dec. well its funny as i was in another part of the country on this date.Phoned customer service bare in mind its in India and they don't understand a word you say, nor do they care,and will call you a fortune.To cut along story short i have asked to see my signature and said if fraud has been committed then i will make it a police matter.Well blow my socks its now arisen by Ideal World that un be-known to me a refund was credited to my account on the 10th Dec 3 days after my order and they are now saying the item was out of stock.??????
So item ordered on 7th
Refund back in on 10th
item signed for on 12th
notified item out of stock on 27th
Doe's this all sound a bit fishy to you reader's????
Please look at review's before you buy anything i wish i had, NEVER again will i ever use Ideal World they are un-helpful,tell lies,take ya money when they don't have goods and to top it all they use a bunch of cowboy's as courier.
Stay well clear .
I ordered the Christmas toy bumper , waited over a week for it to arrive only to fine out that 4 items are missing. Phoned customer service (which is not UK based) got in touch with a lady who I could not understand nor her me , The bit I could understand is that missing items will be with me in 10 working days, not good enough I said I need them for Christmas she got a bit narky and said nothing she could do.So I emailed them and still no reply I even messaged them on Facebook and got a reply asking for the details, to which I gave to be told customer service will be in touch I'm still waiting.It's a very poor service and I will never use them again.
I ordered a dress for Christmas for my daughter, a week later a completely different item arrives, all the paperwork correct, but a skirt in the package instead of a dress. Phoned customer service at 10p a minute to be told I would have to send the incorrect item back, and wait for it to arrive back at Ideal World, before the dress which I had paid for, along with a hefty delivery charge, could be re-ordered from the supplier, by which time Christmas would be long past. They flatly refused to order the dress from their supplier, something which could be done very easily, and were no help whatsoever, even though it was their mistake. Buy from Ideal world if you choose, but when they make a mistake, they will keep you waiting and it will cost you money in phone calls and returns cost. Terrible customer service.
I have had an upsetting experience with these people.They sold me a faulty Oekaki sewing machine.I reported it as soon as I knew there were problems with it.They were supposed to send a courier to collect it .This didn't happen.I contacted their Customer Services and they said they had spoken to the Courier and that someone would be picking it up later that evening.Guess what no one turned up.All I was told was "Don't worry".I asked if I could have next day collection, to be told I had to arrange another day for pick up.I did not want any delay in getting this back to them. They seemed to have no sense of urgency.
I have written and emailed this company and when they do get back to me it is not to address my concerns, only to bang on about the item being returned after their 14 day policy, which means they will not refund my money. I asked from the onset for a refund and they sent it off for repair.I did not pay for a faulty machine nor do I want a repaired machine .I have been cut off, put on hold, told someone will ring me back and they didn't I just want my money back.Ideal World if you read this I hope you are no longer Trading because of the upset you have caused me.In my opinion your Customer Service team are not interested in my concerns,they are disrespectful, as once I was asked to ring back because there was a disruption at their end, on calling back there was a round of applause as if there was some event going on in the background.If this is your idea of "Family, Friendship and Fun".Then let me tell you there is no Friendship between us , My Family are upset because of the hurt you have put me through and this is not my idea of fun.
I know my rights and I will take this further.This machine is not of a satisfactory quality, it is unfit for purpose.You sold me a pup and now refuse me a full refund.
I will not be put off by your attitude.
2 days ago I placed an order not realising that the estimated delivery date was so far ahead it was not of any use.. Today I called customer services to cancel the order and given the paperwork suggested the order was still being processed that should not be a problem -- we are talking two cd. Unfortunately I am told by one customer manger, two floor managers and one senior floor manager that apparently whilst they recognise my right to cancel the order under the distance selling regulations they were unable/unwilling to do so..apparently their system does not allow them to do so ?? Now why their system allows them to negate the distance selling regulations I have no idea but it is pretty apalling when they draw attention to the cancellation clause as a selling point in their terms and conditions.. Ah well you live and learn I shall avoid in future.
Three weeks ago now, I ordered a power machine, yodel delivered it, buzzed me and took him ten minutes to get to my door, now this machine is 30 kg and he was banging up my stairs and dumped it outside my door
Suprise suprise didn't switch on when I plugged it in
I called them was asked to call back in an hour same thing next two times that day then called again ring back in three hours
Manged to speak to an Indian and it was difficult but anyway he said he would get the courier firm to call me to set up a collection date
Thought grt at last, NOPE waited a week called ideal world again this time all I get is call back in an hour then three hours
I have emailed them three times with no reply, Facebook message all I keep getting is we will chase this up for you
I have now set up my own courier costing me 19 pounds waiting in all day with the wrong firm showing total joy
So I'm seriously out of pocket and wasted a day all because of this company ideal world
On 30.03.2013 I wrote an email to these people, not wishing to phone and be fobbed of by someone whose first language is not English, I got an automated reply, a few days later I again emailed no reply,on 10.04.2013 I again emailed them automated reply, 10.04.2013 plastered my complaint all over facebook, they asked me to send a private message this I did, I'm not holding my breath for a positive outcome. They don't seem to understand that most of the things they sell are available else where at a similar or cheaper price. Their 'bargain' prices are the same as other retailers ordinary prices. Often with no postage cost.
Buyers beware! Following your purchase should anything go wrong - I wish you very good luck in getting a successful resolution without frustrating, lengthy and expensive telecommunications. Whilst being very gracious and apologetic, the advisors are ineffective and do not deliver what they promise. Ideal World has a lot to learn when it comes to customer service. Telephone calls are costly and complaints not addressed promptly or in some cases, at all despite recurrent follow ups by the consumer. Even the threat of Trading Standards and the Sale of Goods Act have little impact. It would appear that the Customer Service Agents are unaware of consumer rights or just don't really care. Having read other reviews, it would appear that I am not alone.Good luck future buyers - I have taken my business elsewhere!
I made my first order with create and craft (IW sister channel) in November ordering myself the pick of the week sewing machine. Well it never turned up, despite receiving an e-mail stating it was despatched and would be with me within 3 working days. To cut a l-o-n-g story short my experience with customer services is the same as everyone else here - very poor, unable to get through by phone, no response to e-mails and even no response from a letter to the Chief Exective. After much frustration I did finally get a response, a refund and some vouchers. So as not to lose out completely on joining the create and craft club I was suckered into placing another order but couldn't use my vouchers online to had to phone customer services which ended up costing £2.70 and surprise, surprise nothing has yet turned up despite an e-mail stating it's been dispatched etc etc and today I get another e-mail asking me to review my purchases!!! What a joke - I will never shop with IW again they are most definitely the worst company I've shopped with - total rubbish!
Episode One: A pamper/photographic package for me, two daughters and daughter-in-law. Approx £80. Four purchased, four turned up - so far so good. I phoned to book an appointment at the studio for hair and make-up plus photo shoot, what was not mentioned at the time of voucher purchase was a £20 each deposit to secure the appointment, £120 total so far. Arrive to 'champagne' (bottled Buck's Fizz). Hair spritzed with water and 'styled' :o(, make-up applied by 'professional' using the same brushes etc on all of us and presumably everyone else that day if not for goodness only knows when! Photo shoot good (thank goodness), off to 'viewing room'. Choose photos - 13 for over £400 (for each of the four of us, that is)!! I refused and said that we would have the free ones included and was informed that their logo would be emblazoned across the whole photo! Eventually negotiated a disc for each of us with the 13 photos on at another £150 - totalling £270 so far. Home with the discs - all blank. Three days later somebody answered my phone call - 'We will have to see if we still have the prints and the chip hasn't been wiped. Eventually we got four discs over a month after the 'experience' which, with fares, ended up costing over £300 plus aggravation. Did IW want to know - NO! I wrote 4 damaging reviews but they review their reviews before publishing them so they were never published.
Episode Two: Garden Bargains @ IW. Two expensive items sent from one single request for one item. Over two weeks to pick up the second plus waiting time to be refunded for their mistake.
Episode Three: Vibrapower Plate. I ordered one evening and cancelled the following morning. I had an email saying that it had been dispatched four days later. I phoned Customer Services (In India) and explained - apparently it would be sorted. Well, she wasn't wrong. After another couple of days two parts turned up, one in the morning and one in the late afternoon!, so I rang again. I would hear from the courier. I did but couldn't take the call so I rang them on a Premium rate number and had to wait in on my only day off (they would be there between 7am and 4pm) and they arrived at 4:40 to collect. I am still waiting for a refund for a refund of the cost of the item plus postage - it remains to be seen how long that will take. I wrote a review on the whole situation and couldn't believe it had been approved. I went on to the web site to see it, guess what, no Vibrapower Plate so no review published. Shafted again!
I recently bought some helicopters and batteries. Site said £1 postage. When I confirmed first payment of £36.99 on my card it then confirmed payment accepted but was changed to £41.??. They had changed the postage to £5.99!!!!!!! I rang and argued this is illegal as they confirmed one payment but took more. I was offered £4 credit on my acc to use within 4 myths or call to extend. Calls ate 10p per minute,I had already used £1.40. They reused to amend my order balance and have ignored my email.BE VERY AWARE when you orderfromtis site
I recently bought a soup maker from them. When I plugged it in smoke came out from the bottom and it wouldn't blend. I contacted customer services and after a while managed to get across what had happened and asked for it to be collected. Well this evening I have just contacted them again and asked for it to be picked up for the third time and i am doubtful if it will end there. I had trouble a couple of years ago with them and had to get Kenwood involved ( i had a missing attachement to a Kenwood Chef) in that one and still they ignored my complaint and Kenwoods input for nearly 6 months I vowed then that I wouldn't bother again............I wish I had stuck to that. They really aren't worth the effort and quite frankly they couldn't care aless............I'd love to know how they managed to win an award for their customer services............