Okay, I bought a shed load of stuff of OC last month, got a good price and prompt service - very happy.
This month I ordered nearly 400 pounds of stuff for the BIG guys - this was on 29 October. I got a confirmation email (auto reply) saying order had gone through and will be sent out asap.
A week went by, heard nothing. I wondered where the order was but looked on the site first and noticed some of the order was out of stock, fair enough I thought.
Then on the 10th Nov, I noticed that my account had been charged £30 for going overdrawn - overclockers had charged my account twice ie taken out two lots of £370. I wasn't happy.
I sent them a webnote and to be fair they emailed me back within a few hours. See msg below:
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Dear Mr Dewey,
Thank you for your webnote. I have checked the details with out accounts department and we have record of two charges for £370.83 but they were a few hours apart. We would like to establish the cause of this and ask if at any time you may have tried to place another order after receiving the order problem emails that we sent.
Regards,
Scott Selman
Customer Service
Overclockers UK
//www.overclockers.co.uk
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I emailed back, explaining that I hadn't placed two orders, but I had stayed on the confirmation screen for a few hours as I was called away on some work and wanted to print of the page for my records.
I then heard nothing from them until yesterday, 17 November. I got the following email:
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Date ordered: 31/10/2005 11:39:00
Payment Method: Credit Card / Debit Card
Shipping Method: City Link Parcel Next Day (Delivered Mon-Fri)
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Dear Mr Simon J Dewey,
Thank you for sending documents to verify your identity. All security checks have been completed and your order will now be processed. Future orders will not incur this delay providing the same debit/credit card is used.
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This email appeared twice, and I was confused as I hadn't sent them any documents to verify my identity. I then got a phone call from customer services at OC. It went like this:
oc: Hello Mr Dewey this is overclockers I'm phoning you to let you know about your order. Did you get our email?
me: Well I've just received two emails, but haven't read them yet. Does this mean the goods I ordered ready to deliver?
oc: No, I'm sorry but one of the products won't be in stock until tomorrow but we can deliver it then.
me: Ok, that sounds fine. Btw, as its been 17 days since I placed an order, I would have expected someone to contact to let me know whats going on. Also I have been charged £30 by my bank, as you've charged me twice so I want reimbursing. You also took the money out of my account without sending me the goods I ordered.
oc: Sorry about that apparently, if you stay on the screen that confirms your order for any length of time, it can process your order again...
me: I'm no database expert, but if you know thats a problem why can't you redirect people to another page after a few minutes or at least warn them it could happen? So now you've admitted it was your fault will you reimburse my £30?
oc: No I'm sorry we can't, I could let you have delivery for free though...
me: How much is delivery?
oc: £15
me: What about the other £15 you owe me?
oc: Sorry sir I can't reimburse you.
me: I appreciate its not your fault, but look at it from my point of view. I've been extremely patient, I've waited 17 days, you haven't contact me until 14 days went by, you've charged my account twice in error causing me to go overdrawn, you've taken money out of my account before sending me the goods, you've admitted in your previous email you where having email problems on that day and there is possible a problem with your website ordering system - and you won't reimburse me £30 on my order which is clearly your fault?
oc: I'll go and ask a manager
- they then cut me off .... :angry:
They phone me back..
oc: I'm sorry sir, we cannot reimburse you but we can offer you free delivery.
me: I've never had such appalling customer service in my life your not willing to reimburse me for your mistake?
oc: Sorry, but you must have pressed the order button twice. (he either forgot the story he told me about staying on the same page means the system can reorder, has a memory lapse or just thought I was lying)
me: What!? Look, forget the order, I want you to cancel it, and put the money back into my account.
oc: Ok, I'll make sure the money goes back into your account.
me: bye
oc: bye
So after that little tete a tete, I'm now £30 down, 17 days have passed and I still haven't got the goods I wanted. I'll be using CLL, whom BIG Paddy have ordered from many times before.
Unbelievable :(
I don't use overclockers for exactly that sort of reason. However, another company called overclock (http://www.overclock.co.uk (http://www.overclock.co.uk)) is excellent and I cannot recommend them highly enough.
Well you live and learn, I certainly won't use them again. Once I've been reimbursed I'll be posting this on their forum.
Could you not try contacting trading standards or something?
QuoteOriginally posted by Barley@Nov 18 2005, 08:17 PM
Could you not try contacting trading standards or something?
[post=102075]Quoted post[/post]
I suppose I could Barley, but its a lot of hassle for £30 :(