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Play.com Return

fwibble Avatar
8y, 11m agoPosted 8 years, 11 months ago
I bought a present for my girlfriend from play.com and when I received it the items packaging was all scuffed and damaged, the item I bought is pretty collectable so I don't know if she will display it in the box or take it out and store the box elsewhere.

It was protected by a thin piece of cardboard that only covered up to 3/4 the height of the box, so the top 1/4 of the box was damaged i.e. the plastic was all scuffed/creased and visible tares in the top of the box... and then it was placed in to a thin mailing polythene mailing bag.

I emailed play and asked them for a replacement, which will hopefully be better packaged than the first item, and I've returned the item which has cost me £5 to send back.

Is there a way of claiming the £5 back, not exactly my fault that they didn't package it properly for posting, so why should I have to pay the return fee.

any suggestions of where to go from here
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fwibble Avatar
8y, 11m agoPosted 8 years, 11 months ago
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#1
Uh, i remember i sent something back and i believe they sent mea cheque for about £2.

However that was a faulty product.
#2
did you have to email to complain further, as this is down to their negligence that I have to send the item back
#3
I sent some stuff back, but they havent refunded me, and I cant find anything relevant on their helpdesk to complain
#4
Nope i emailed first seeing if i was able to send it back and they sent me a cheque in the same envolope.
#5
Yes they do refund you the whole postage but you will probably need to phone them and make sure you do the return through the proper online system.
I have had this twice with Play in the last 6 months, once for a James Bond Collectors set and once for DVD box set. Both had been damaged, probably by Royal Mail but they had no problem refunding.

You need to go to Your Account on the Play site
Go to Order History
Scroll down until you find the problem item
Click on "view details"
Scroll down to "Help with this order"
Follow the onscreen instructions.

If you get a problem ring them on 0845 900 1020 with your order number and details and I'm sure they will help you.

regards
#6
Forgot to say you probably need to send high value stuff (up to £32) back recorded delivery and low value stuff make sure you get a till receipt and they stamp a certificate of posting. Very high value items ring them first and agree a method and payment to return. :):)
#7
thanks hottoshop I got a claim number by going through the appropriate channels, and have sent the item back, do I need to email them asking them for a refund on the post or will they do this automatically.

also this is my second damaged item the first one i kept, which was guitar hero 2 with guitar for the 360, they never put the item in a box instead just stuck a mailing label across the front of the game:?
#8
fwibble
thanks hottoshop I got a claim number by going through the appropriate channels, and have sent the item back, do I need to email them asking them for a refund on the post or will they do this automatically.

also this is my second damaged item the first one i kept, which was guitar hero 2 with guitar for the 360, they never put the item in a box instead just stuck a mailing label across the front of the game:?


Yeah I would fwibble, just to satisfy yourself.
The problem is I think their warehose operation is very seperate from their administration side. They have grown so quickly over the last couple of years I don't think they have been able to keep up. Their customer service used to be 2nd to none but seems to have declined in recent months from what i have read on forums.

Also their warehouse operation which as you know is based on Jersey has had trouble keeping up and seems to be employing staff with a less caring attitude. Same old story when a company grows too quickly :)

Anyway I'm waffling. I would phone them and explain your predicaments on both counts and see what they'll do for you. If you get a bad response ask for a manager or send a letter to Head of Customer Service etc etc.

Good luck :)
#9
thanks again, will wait for my replacement to arrive before upsetting anyone at the Play.com centre and hope it gets to me in better condition than the first.
#10
It's a bit cheeky asking to pay for it recorded delivery, when the likes of HMV has a free post address.

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