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