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UK [email protected] Customer Service - £10 gesture.

cheshirecatcheshirecat Member Posts: 5,331
edited May 2012 in Everything else LEGO
Unsure if I'm being unreasonable or not. Yesterday I noticed that a [email protected] order that I sent back 6 weeks ago hadn't been refunded (might have seen it in the status thread). Phoned up yesterday and today got an email saying that they had received my return order and would repay me in 10 days. Ok, so I've got my £60 back but if I hadn't proactively chased it I would have been £60 out of pocket and none the wiser (£60 is although not a lot, a sizable and far from common toy purchase to me and my family).

Mention that I'm a bit disappointed that I have to check the refund has gone through (perhaps naive of me) and the CSR offers me a free £10 set.

Is it unreasonable to think that I'd have preferred nothing to a £10 set that just doesn't seem to appreciate that I could very easily have lost out on £60? Literally a week later and I wouldn't have been able to check my online bank statement that far back and wouldn't have phoned TLG. A £10 set probably costs TLG about £3, feels more like a kick in the teeth to me.

Anyway, I told them not to bother so I guess I'll miss out now but I think this might be a case where nothing would have been even better than something.


  • CCCCCC Member Posts: 20,526
    TBH I would have taken the apology (was there one?) and the £10. Why can you only check 2 months worth of statements? That sounds like a rubbish bank to me.
  • mr_bennmr_benn Member Posts: 941
    edited May 2012
    I think you might be taking this a little personally. Of course it's not great that this hadn't been processed by TLG, but mistakes can and do happen - and you do have at least partial responsibility for ensuring that things are all correct (for the ultimate example of 'it's your problem, not ours, you should have checked your stuff' try having any sort of conversation with HM Revenue and Customs!)

    You have a right to be a little annoyed, but I think that you cut off your nose to spite your face slightly by refusing the £10 set - this was a clear acknowledgement that an avoidable error had occurred after all.
  • Brewer51Brewer51 Member Posts: 248
    I'dve been over the moon that they offered me a £10 set. It was an accident, it happens sometimes, especially at companies like TLG, and some companies wouldn't even have had the courtesy to offer you something as an apology.
  • Tevans333Tevans333 Member Posts: 152
    Mistakes happen, but to be so upset to say that offering up the free set is a kick in the teeth is a bit much. It certainly seems odd that you couldn't check that far back with your bank...

    I am mainly posting because I also had to call S&H today due to a mistake. I ordered some parts costing a total of about $270 almost a month ago. I was told I would receive them in 7-10 business days. I still have not been charged for the order so I called them up to see what is going on. The CSR told me that they shipped on 4/16 and she is concerned that they are lost. She has no idea why I haven't been charged. She told me that she is re-shipping the order without charging me and to not worry if I revceive the order twice. Thats a $270 order being shipped for free!

    If I do get charged for the original order and it is lost, then she really saved me the loss. Otherwise she REALY took care of me. I guess it just depends on the size of the order, who you talk to and how much authority they have to do things.
  • cheshirecatcheshirecat Member Posts: 5,331
    You may be right. I did check first but there's not much we want and dont have below £10 and I dont want to get into reselling. Perhaps its just this is the first time ive returned something to tlg where as ive returned lots to amazon and never had a problem, just as with any high street chain.

    As for the bank I was surprised too. Earliest I can go back as of today is 17th march. HSBC. Part of the reason I didnt check is im in the process of remortgaging, building work and switching banks so hopefully the new one will be better.

  • cheshirecatcheshirecat Member Posts: 5,331
    In fairness this isn't like an order not turning up you'd notice that and contact them. If I hadn't have checked I would have been £60 out end of story.
  • Gavin83Gavin83 Member Posts: 251
    What did you expect from them?

    Mistakes happen and I very much doubt they did it on purpose, they've apologised for the error, rectified it and given you £10 worth of goods. It seems like good customer service given the circumstances.

    As much as it's their responsibility you are still responsible for checking your own accounts, I don't see why there is any reason you wouldn't check the refund went in.
  • RedbullgivesuwindRedbullgivesuwind Member Posts: 2,108
    @Cheshirecat I am with HSBC while the online statements only go back two months you can go in store and ask to see further back. Ive had to do that a couple of times.

    As for the refund I do think you have a right to be annoyed about the £60 not going into your account. Thats alot of money and it their responsability to correct it. which they did straight away.

    However the ten pound set was a gesture of goodwill that they didnt have to do. And if they had not offered you anything would you not be just as annoyed that they didnt offer you anything?
  • ModeltrainmanModeltrainman Member Posts: 1,189
    I'm not sure why an apology gift is bad.
  • johnsbricksjohnsbricks Member Posts: 210
    HSBC archives statements online....I can check up to 5 years back....sorry a bit off topic but HTH.
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