[KoThreads]

In May i ordered the Laurel and Hardy box set for a friend.

When it turned up it had the right receipt but contained a huge Alfred Hitchcock set that was £14

I followed all their rules, sent back in original packing, sent by recorded delivery.

That cost £8.65

As it was their fault they replaced the DVD set, and £1.40 p&p making me £7.25 out of pocket.

it looks like i have to phone them, yet again at my expense as they have no email.

Should i get this back or do they have a limit?

Thanks.

[drivinscool]

Originally Posted by KillerOfThreads

In May i ordered the Laurel and Hardy box set for a friend.

When it turned up it had the right receipt but contained a huge Alfred Hitchcock set that was £14

I followed all their rules, sent back in original packing, sent by recorded delivery.

That cost £8.65

As it was their fault they replaced the DVD set, and £1.40 p&p making me £7.25 out of pocket.

it looks like i have to phone them, yet again at my expense as they have no email.

Should i get this back or do they have a limit?

Thanks.

Fear not my friend helpdesk@play.com They responded to me within 24 hours with this email about 2 weeks ago.

[harry m]

i had this happen once i just rang them up they credited my c/card there and then.

[nwgarratt]

Originally Posted by KillerOfThreads

In May i ordered the Laurel and Hardy box set for a friend.

When it turned up it had the right receipt but contained a huge Alfred Hitchcock set that was £14

I followed all their rules, sent back in original packing, sent by recorded delivery.

That cost £8.65

As it was their fault they replaced the DVD set, and £1.40 p&p making me £7.25 out of pocket.

it looks like i have to phone them, yet again at my expense as they have no email.

Should i get this back or do they have a limit?

Thanks.

I have had that a number of times and been out of pocket each time. Even after contacting them they have never refunded me in full. The last time was even their fault and they sent the wrong item (USB microphone instead of a USB mouse). I rarely use them now.

[Sarah7]

I'm having the same problem with Play.com; they recently sent me completely the wrong item (a mug instead of a set of cards) so I had to return it at my cost of £2.60 but they only refunded £1.40 and as usual aren't responding to e-mails. I've never once received a response to e-mail or snail mail complaints or enquiries sent to Play.com and calling them hasn't been quick or cheap either... very frustrating.

Why don't they refund the amount shown on the postage label or the current published Royal Mail rate for returns, instead of giving customers such a hard time? It makes me suspicious they could be trying to profit from the situation.

Another item I recently received from them in poor condition would cost more than double its value to send back (£7.30 postage for a £3.49 item), yet they expect me to take the risk of paying to return it, despite their track record of not compensating me on other orders. It makes no sense, I might as well save myself time, money and frustration by ordering another of the same item but I shouldn't have to!

They're far down down my list of preferred suppliers now... the only online DVD retailer I've received worse service from is NetworkDVD.net.

[mikegambit]

Play only ever refund a standard £1.40 on top of the item value.
Anything in excess requires a phonecall and you can usually get it done there and then.
Play are now too large and have too much business to handle so the lack of an easy to find email address is unsurprising.
In fact its rare to find Play with best prices anyway.
Amazon or The Hut can often beat them

It may be dodgy but if you get in this situation I would just claim that the item never arrived and get a replacement.
It's less trouble- but only if the item has not been sent recorded delivery of course

[KoThreads]

Glad to say Play refunded the difference today. But it did take two emails then a receipt scan then another five emails at the above email address to get there.

I've been using them many years and had it not been refunded I wouldn't have used them again on principle.

[brian s]

Originally Posted by KillerOfThreads

Glad to say Play refunded the difference today. But it did take two emails then a receipt scan then another five emails at the above email address and a receipt scan to get there.

I've been using them many years and had it not been refunded I wouldn't have used them again on principle.

Good to hear. I've always found them a good site to deal with. It'd be a shame if they'd gone downhill. Shame it took several e-mails.

Bri

[Ewan154]

I have had the same problem with Play.com. Still have not recieved a refuned yet even after a phone call and several e-mail to them.