Vent about the CarPhone WareHouse - So frustrated!

[powerful_rogue]

Two orders placed with the CarPhone Warehouse online on the 15th October at 1600hrs for the LG G2 which included a free LG Photo Printer with a RRP of £110.

 

Partner received an email around an hour later saying the credit check had been passed, however they were unable to dispatch the order as the printer is out of stock and on back order. My partner phoned up and was advised the printer should be back in stock at the end of the week and the order should be dispatched at the start of next week. They said as it was a combined order, although the phone was in stock, they couldn’t dispatch it without the printer.

 

She asked the agent, as it said “Limited stock available, whilst stocks last “whether they would defiantly be getting more in, as would rather know now then wait 5 days to find out. Was told that as it’s on back order she would definitely be getting the printer.

 

A few hours passed and I hadn’t heard anything back, So I contacted the CPW and enquired as to the status of my order. I was advised it was with 3 awaiting a decision.

 

The next day (16th) around 1300hrs I still hadn’t heard anything back, so contacted the CPW. I was advised that my application hadn’t even been sent off! He carried it out over the phone and it all came back well and good. Was advised it would be placed on back order as no stock of the printer for possibly two weeks.

 

Partner came in from work and advised her we would probably have to wait at least two weeks to receive the phone because of the printer. Just to clarify, she contacted CPW back. The call agent said that one option, as instore was offering the same deal, we would be able to transfer the order to store, take the phone away and pick the printer up when it was back in stock. He checked our local stores and found one about 20 minutes away with two LG G2’s in stock. He also said he would email the supplier to get a delivery date, and would either call back by 1800hrs or around 9am the next day.

 

Partner came off the phone and gave the store a call, they said they had two in stock and would put them to one side. Member of staff also confirmed they would get printers instore in about 3-5 days and we could go down and collect then then.

 

Drove to the store, paid for parking, only to be told the computer wont let them create the order as the printer is out of stock! Advised to stick with the web order, as if we were to cancel our order, we wouldn’t be able to apply to 3 for a further 14 days. So a completely wasted trip!

 

My partner didn’t receive a call this morning, so phoned back around 1400hr to see what was happening. Agent said that the offer was limited to the first 1000 orders and we would not be receiving one. Asked why we had been lied to by everyone else and he couldn’t answer. He offered us each a free official LG case as a gesture of good will. Feeling quite frustrated we had been misled, he put us through to the customer services department.

 

Very helpful lady who fully understood our frustrations. She was slightly confused as apparently CPW don’t even stock LG G2 cases, so wasn’t sure why we had been offered a free one by the previous member of staff as they wouldn’t be able to fulfil it! She went away and spoke to a few managers to see if she would be able to get us just one printer, however this was not possible. The most she could do was offer us £15 credit for the CPW each.

 

She then put us through to another department to see if they could help. Apparently it wasn’t 1000 free printers, but only 100! This deal was advertised on their website for at least 18 days, even for a further two days after we placed our orders! Long and short is that he went back and forward trying to arrange for a credit for a free case and also as a gesture of goodwill, a refund of £49 for the phone. This we would have been more then happy with, however he was only able to arrange a credit for £35. He then transferred the call to the complaints department.

 

90 minutes on the phone so far, having to explain the entire situation again. Complaints advisor said he could authorise the refund, but he wasn’t going too. Said it was only a minor complaint and that £35 credit would cover it. He said he would forward it to his manager who will contact us back within the next 24 hours.

 

My complaint so far is:

 

- The constant mis-information given. We fully understand it was limited availability, however the fact we kept guaranteeing that we would be getting one even when we mentioned this, is very frustrating, especially as they are £110 each!

 

- Wasted journey to the store, despite customer services and the store saying it would be possible.

 

- Unable to go to a different company as cant re-apply to 3 for 14 days as the credit check will be an automatic refusal. – Feel like were a bit trapped. Stick with the CPW with their poor service, or wait 14 days before re-applying elsewhere.

 

- Being offered an alternative free gift, even though its not something they stock! Its as if they make it up as they go along.

 

- All in all, over 3 ½ hours over the past few days spent trying to resolve this.

 

Vent over!!

[powerful_rogue]

Partner just received a call from the Customer Services Manager who was extremely helpful.

 

She said as the printers were shown on our order then we will be getting them. If for any reason they cant get anymore, then we would be entitled to something of equivalent value. Got to wait for a call back tomorrow to get the situation fully resolved.