Dorothy Perkins - Worst costumer service ever !! - HotUKDeals
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Dorothy Perkins - Worst costumer service ever !!

Scarletje Avatar
8y, 1w agoPosted 8 years, 1 week ago
I called them yesterday with an issue - hang on for 25 min for an What do you want me to do about it attitute ? I was shocked how rude they were and I was told to call back later as they were so busy now they could not deal with my issue ?

I called back - hang on for 15 min this time - asked for a manager who i was than told they do not have ?? Adding insult to injury they then informed that they don`t believe in statutory rights.

Huh ? I was lost for words !

I have ordered from them before without issue but this was the first time I had a problem with my order and I just cannot believe how ppl who work in costumer service can be so un-helpfull ?

Will never shop their again. They can learn a thing or 2 from John Lewis !!


Am I the only one feeling that costumer needs are just being pushed aside ???
Other Links From Dorothy Perkins:
Scarletje Avatar
8y, 1w agoPosted 8 years, 1 week ago
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Comments/page:
#1
I'd report them to the local trading standards.
#2
Try writing to the CEO direct. MSE forum has a section detailing how to complain by letter
#3
i had same problem with gamestation ordered a game had email confirming, waited a week no game rang them i was on phone half hour trying to sort it i was informed it was ok they had changed the way they order but they would order it again for me there and then and it was in stock and i would defo recieve it in four working days
week later recieve email to inform me now not in stock so angry
1 Like #4
Read the Distance selling Regulations, i have taken a quote below from Moneysavingexpert.

You've a right of seven days to cancel

Under Distance selling regulations, you have seven working days to cancel after receiving the goods or if it's a service you have seven working days to cancel the contract, which actually means you have more rights when you buy stuff on the web (or mail order) than you do for buying in a shop.

You can’t cancel if the service has already started or you have bought personalised goods, fresh food, flowers, or sealed audio, video or computer software that has been opened.

You must also take care of the goods while you've got them as you have to send them back in reasonable condition.

send them an e-mail cancelling the contract quoting the Distance Selling Regulations, tell them you want a full refund and you will keep the goods safely until they collect them.
#5
Thank you so Much for the info - I just called them again and actually spoke with a manager this time (I also took his name down). He said because their couriers only deliver and not collect the Distance Selling Regulations does not apply.

You can only send the goods back (so it says on the return note) if you are given a return number.
It says no returns will be accepted without a valid return number.

The item is damaged and I reported this on the day it arrived. I spend just over 1 hour trying to sort this out - They are not giving me a return number + they are refusing collection ?

I am stuck with them - It seems hardly worth it - The item was only worth £20 - but i feel i should not settle for a faulty item just because their costumer service is so un-helpfull ?

I have read the Distance selling Regulations (Thank you The Fox - Is most helpfull!)

I even quoted it to the manager =>

When consumers exercise their right to cancel they are under a duty to take reasonable care of the goods and to “restore” them to the supplier. The term “restore” does not permit the supplier to demand that the consumer send back or deliver the goods, but only that the goods are made available to the supplier for collection.

But he than said (which almoste made me laugh) That is an act of 2000 and not valid anymore ?

What to do next ?
#6
Does this act means that they SHOULD collect the item really ?
#7
Why not try Head Office? Especially if you have the manager's name. Their attitude is disgusting,
#8
So what is the whole story? Don't just tell us how you were unhappy with their customer service call centre. What is it that you bought and not happy about?

We only know that you bought something from Dorothy Perkins and it was damaged. Now you want a refund but they are not giving you a returns number. Why are they not giving you the returns number? Are you allowed to return it to the store? Details would be nice.
#9
Surely it shouldn't matter what the item is? If it's faulty it should be able to be returned, even if it's usually a non returnable item (eg: earrings or undies).

Slash;3584373
So what is the whole story? Don't just tell us how you were unhappy with their customer service call centre. What is it that you bought and not happy about?

We only know that you bought something from Dorothy Perkins and it was damaged. Now you want a refund but they are not giving you a returns number. Why are they not giving you the returns number? Are you allowed to return it to the store? Details would be nice.
#10
torapoole
Surely it shouldn't matter what the item is? If it's faulty it should be able to be returned, even if it's usually a non returnable item (eg: earrings or undies).


I'm asking for more details so we can try to help the OP. The OP complained about the phone call and Dorothy Perkins' customer service but he/she didn't mention the details as to why they refused to give her the returns number which is the most important part.
#11
Fair do's, I just wouldn't have thought any retailer has a leg to stand on if an item is faulty. But yes, more details would be good :thumbsup:

Slash;3585079
I'm asking for more details so we can try to help the OP. The OP complained about the phone call and Dorothy Perkins' customer service but he/she didn't mention the details as to why they refused to give her the returns number which is the most important part.
#12
Details are - The item is a top (casual) and it has a rip on the seam.

It says you can return it by postoffice just call up costumer service for a returns number.
They inform me I am only allowed to take it back to the store but apperantly not my closest store as they do not stock the range. So I would have to go into town which would take me forever just to return the top ?

Sorry I did not give enough info - I hope this helps - Thank you.
#13
If i would have to return the faulty item their way it would cost me more ... (my time, trainticket) than the top is worth and i am refusing this ! It says on website you can do it also by post without any clauses attached.
#14
I read the Dorothy Perkins website and found the following:

'Alternatively, log in to your account and select 'Request a return' from the 'My Orders' section. Click the order number containing the items you want to return and follow the 'Create return' link next to the order number. Please select the items you wish to send back to us with a reason for each. Once you click the 'Create Return' button you will be given a unique Returns Authorisation Number. Write this number along with your name and address in the areas provided on the freepost returns label. Peel off the prepaid label that comes with delivery, stick it to the parcel and post it to us so that we receive it within 14 days of delivery. International customers will not receive a pre-paid label and are required to return unwanted orders at their own cost.'

You can just get the returns number by logging into their website and follow their instructions and bring it to the post office to send it back to them. Remember that you only have 2 weeks to return it so do this asap. Here is the link for more info:
http://www.dorothyperkins.com/webapp/wcs/stores/servlet/StaticPageDisplay?storeId=12552&catalogId=20552&identifier=dp%20returns

I have returned and got refund from Dorothy Perkins before. It was a hassle-free experience. I have no idea why the customer service would not give you the returns number when you called. Everything is so easy by just following their instructions on the website - I would expect it to be a breeze too if requesting the returns number by calling. Makes me curious why they are refusing to give you a returns number when it is so easy to get one from their website.
#15
Well I made a call to headoffice and spoke with a senior member who was very kind and took his time to listen back on the telephone conversations - He said it was a sock to him how rude the staff was to me and it was still unclear to him why they did not give me a returns number.

He has arranged a collection and is making a written apology to me + assured me that the girl who I spoke with will no longer be working for D.Perkins (which I said It did not need to come to this) but he said they cannot afford to have staff talking like this.

Anyway Result Result !! Thank you all !!

Never ever buy from them again though !!! NO WAY !!
#16
I cannot believe I got duped into getting a credit card. As the lady at the till did not utter a word about it being a credit card. I was thinking it is a discount scheme it might help me but she was very unclear and Top of it said it was like "a debit card" you can pay later.I thought that's what credit cards do but did not want to be rude. So said nothing which was my biggest mistake. After I was out of shop told my husband I have register for a card with Dorothy Perkins I will get discounts. He saw it and said this is a CREDIT CARD!!! Go and cancel it straight away. I did go in and was told once I get the card by post then only there is a number On the back of card I can call and cancel it. I said no way cancel it right away. So the lady said she will try and made me speak to a lady asked some details and said when did you register I said it's just been few minutes she said my details are not coming up. I need to wait for 48 hours and then come to store and get store agent to call and cancel it. So now I will only know by Monday. 30 June 2014 as this was done on 28 th June. I feel so horrible and I am in the middle of getting a mortgage I don't want this to ruin us getting a house. I thought it was a membership card. The lady misinterpreted the card and I got duped.I never want to sign up for any membership deal or any such scheme ever again. It's a terrible lesson I feel so cheated.
#17
More then 72 hours later and I am still waiting for one of your representatives to contact me regarding my order which was allegedly delivered on Monday yet to this date has not been sent to 'my specified' delivery address...disgusting customer service!! It's almost as if DP aren't interested in their customers past checkout point!!

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