(02-11-2019, 05:31 AM)mothered Wrote:

(02-11-2019, 04:56 AM)ChrisF94 Wrote:

(02-11-2019, 04:29 AM)mothered Wrote: So ask to speak directly with their so-called "account specialists". Do not allow them to take control of the conversation- always assume an authoritative figure, be adamant and don't take "no" for an answer.

I've tried that via live chat and by phone. They say "your account is on hold bla bla bla we can't do anything etc"

This sort of response Is expected. They tend to put  claims In the "too hard basket", just to suit themselves.

It's best to communicate over the phone, and remain on the line until they serve your request. They cannot be rude to their customers, nor  hang up abruptly. Also, always take note of whom you're speaking with- full name and their position within the company.

(02-11-2019, 05:53 AM)ChrisF94 Wrote:

(02-11-2019, 05:31 AM)mothered Wrote:

(02-11-2019, 04:56 AM)ChrisF94 Wrote: I've tried that via live chat and by phone. They say "your account is on hold bla bla bla we can't do anything etc"

This sort of response Is expected. They tend to put  claims In the "too hard basket", just to suit themselves.

It's best to communicate over the phone, and remain on the line until they serve your request. They cannot be rude to their customers, nor  hang up abruptly. Also, always take note of whom you're speaking with- full name and their position within the company.

Could you get it refunded for me? I'll pay you via paypal as a gift payment

(02-12-2019, 01:09 AM)ChrisF94 Wrote: Managed to get my refund sorted today, I was really rude and angry, they managed to sort it in 5 mins. Stupid company.

(02-12-2019, 03:30 AM)mothered Wrote:

(02-12-2019, 01:09 AM)ChrisF94 Wrote: Managed to get my refund sorted today, I was really rude and angry, they managed to sort it in 5 mins. Stupid company.

As a matter of Interest, what was your communication, and how did they respond toward the end of the refund?

(02-12-2019, 03:36 AM)ChrisF94 Wrote:

(02-12-2019, 03:30 AM)mothered Wrote:

(02-12-2019, 01:09 AM)ChrisF94 Wrote: Managed to get my refund sorted today, I was really rude and angry, they managed to sort it in 5 mins. Stupid company.

As a matter of Interest, what was your communication, and how did they respond toward the end of the refund?

I used the live chat, they were apologetic that they've had the return for 2 weeks and not bothered to refund me.

"x I'm sorry for inconvenience you had to go through. I can only imagine how disappointing this is.
I'll send your feedback to the appropriate department so that you don't face this again "

Before when I was messaging them/calling them I just got this response,

"It appears your account and order are on hold pending further research. This could be due to incorrect or incomplete billing information, or we may just need further authorisation for an order. You may have already received an email about this. If you have, please reply to that e-mail with the requested information for the fastest resolution. Otherwise, I will contact an account specialist and let them know you called. I just need to get some information from you, and someone will get back to you within 24 hours."

Quote:"x I'm sorry for inconvenience you had to go through. I can only imagine how disappointing this is.