Just thought I'd post a copy of my email to Robertsons complaining about the service I received from Robertson Online when purchasing my Toshiba 32ZD26. I'm not saying that anyone should or shouldn't use these guys - I was maybe just unlucky with the service I received (FYI the manager has NOT yet replied to my email - I'll let you know if I receive any reply or apology). ***************************** Date: Tue, 22 Oct 2002 14:24:59 GMT+01:00 To: [email protected] Cc: -------------------------------------------------------------------------------- Attn: David McDonald Manager. I placed my order (AS_3HW20004776) for a Toshiba 32ZD26 on your website on Friday the 16th of September (and by phone gave my debit card details and requested a Saturday delivery as I had previously received an email from David McIlroy stating that you offer free Saturday delivery in the Edinburgh area) Facts of the matter: 1. Delivery took 4 weeks instead of the usual 2-3 because my order seems to have been "overlooked" at some stage (your staff's own words!) 2. Despite me clearly saying over the phone that my debit card was in my maiden name rather than my married name when giving my card details, Robertsons managed to use the wrong name on the address verification check, which probably contributed to the delay (however, this didn't seem to stop you taking the money from my bank account on the day I ordered!) 3. Throughout the 4 weeks wait, I had to call to enquire about the delay. No courtesy calls were made by yourselves to explain what was happening with my order. *I called on Saturday 5/10 and was I would receive a call back that day when they looked out my paperwork. nobody called. *I called on Monday 7th at 4pm and again was told that they would call me back - no phone call. *I called again Tuesday 12.40pm and was on hold for ten minutes whilst they looked for my paperwork - they then said they would call me back in one hour as they couldnt find it. I got the call back two hours later saying that the TV was in and that my order had just been "overlooked". They confirmed that it would be delivered on Saturday the 12th of October. 4. On Saturday the 12th, the delivery van turned up (a courier) with ONE delivery man. He asked me who was going to help him lift the TV into the house as he "couldn't do it by himself as it had taken 2 of them to get it in the van". It just so happened that my husband was at home (he usually plays rugby on a Saturday but was off due to a shoulder injury - second degree separation of the AC joint ) he had to help carry the 54 kg TV into our hall. I'm absolutely furious that we were expected to help get the TV into the house (and lifting the TV hasn't helped my husband's shoulder injury!) If he hadn't been there the TV would have probably gone back - more delay!! The delivery man wasnt even apologetic - he just seemed really grumpy at having to do a bit of hard work! 5.The TV was delivered without the stand - I called Robertsons and was told that nothing could be done about it until Monday. I complained about the general service I had received and was informed that the manager, David McDonald, would be asked to call me on Monday the 14th (you don't seem to have made any effort to contact me) I was initially told that Toshiba didn't actually deliver a stand to Robertsons and that you only got my TV. However, I received a call on Monday the 14th saying that you did in fact have the stand in your warehouse and that someone from one of your stores would deliver it after 5.30pm on Tuesday (which, all credit to Robertsons, they did) The staff members that I DID speak to were very friendly, helpful, polite and apologetic about the lack of stand and the fact that we had to help carry the TV - however, the general incompetence shown throughout this order is such that I will never purchase anything else from Robertsons in future. I will not be recommending Robertsons On-line to anyone and will freely relate the facts of my experience to both colleagues and to the What Video & TV Forum. Adele Sneddon. ****************** I think I may have been having a bad day at work when I wrote this!!