Online shopping

[Knakered]

I wondered if anyone has had a bad mailorder/shopping experience??? This form of shopping is essential for parents - but when it is poorly executed it is more hassle (and cost) than it is worth. I recently ordered a dress from Blooming Marvellous - and was charged the standard delivery charge. As it did not fit I looked through the catalogue and the delivery note as to how to return the goods there were no instructions. I finally called the customer helpline - which was busy - they called me back a day later - to tell me that I would have to return it at my own expense!!! so I have to purchase suitable packaging, bring it to a post office get it weighed, get a proof of posting document, pay the cost of postage and send it off before my money (which is deducted immediately) is returned without the initial delivery charge so to try on a dress it has cost me about £10, and a lot of time and hassle. As I am in my last few weeks of pregnancy, with an 11month old and a 2yr old to manage as well I am not impressed as many of the Blooming Marvellous customers must be in a similar situation to myself they are really out of touch with their customers needs....I am only glad that I did not order something large like a cot --- imagine trying to return that at your own inconvenience and cost!!!

[Willow2]

I ordered some stuff from the Cotswold company. When it turned up I didnt like it. It came with details of how to return it. I rang the company to say I was doing so, but thought it was a bit off that I would have to pay for the postage. Only then did they offer to send out a pre-paid label so that I didn't have to pay for return postage. Great... but how many people don't realise that they will do this? I couldn't see any sign of this in the paperwork that accompanied the actual order. Thought it was a bit sneaky as when the label turned up all it had on it was their freepost address, it wasn't like it was covered in stamps! I don't see why they didn't simply give me the address over the phone, or better still include details of it with the original order.

[Rhiannon]

J D Williams, the shoe catalogue for wide feet. Nightmare company. I ordered shoes and sent them back (they pay the postage!) but they still charge for the shoes and they charge you interest if you refuse to pay as you've sent them back! And they put a service charge on your account!

Out of the 6 pairs I've ordered 2 of them were the wrong shoes but in the right boxes! But out of the two pairs I've kept at least they're comfy!

[Mooma]

Cotton Traders also operate the sting of making you pay to return unwanted goods. When I asked for a returns label the woman sweetly explained that they are a small company and can't bear the extra costs to do free returns. Contrast to Argos Additions (great, cheap clothes for your teenage girls) where they actually send you an extra returns label in case you lose the original! I know Argos is a huge company, but my point is that, had I known I would have to pay for returns, I would never have ordered in the first place. As Knackered says, it pushes the cost up to a ridiculous level. It should be clearly stated at the outset if returns are paid by the customers.

[Suew]

Rhiannon - surely you didn't have to pay to return the wrong items?

I had a bit of a do with GLTC last year when I ordered something express delivery - extra charge -and it didn't arrive in time. I got fobbed off all over the place with different numbers to call and then they tried to say I'd missed the courier I'd waited in for all day. When they finally called the courier company, it turned out it was the couriers who had decided they couldn't fit it in the van that day!!

I got the cost of the extra postage and the orginal postage returned, as well as a five pound voucher which I'll never use as I won't order from them again.

I don't tend to order unless I know I want something and prefer if it's generic or returnable to a local outlet. Next's service is brilliant IME and Amazon have also been excellent.

My experience of online shopping here in Australia is not good - books listed as 2-3 days delivery took 3 weeks to turn up. I wrote a stinging complaint to them, got an apology, then out of the blue a 20 dollar voucher I can use in their store (in the high st).

I'm looking forward to coming home (39 sleeps!) and testing out all the new places which have no doubt branched out into online shopping, although my daughter will be at school full-time from September so I guess I'll have more time for the Real Thing.

[Bee]

I have always found the service which Hawkshead offers to be brilliant. I can't remember about returns ,as I don't think that I have ever returned anything.The delivery is speedy and the telephone ordering staff very helpful. Recently we ordered stuff online. One day later we received an email saying what we wanted was suddenly unavailable, we were impressed by this as although our stuff was not to be had at least we knew very quickly.Lakeland ltd also provide a fab service, kitchen equipment and storage ideas, their website is really well laid out.(www.lakelandlimited.co.uk.)Delivery within two days and a little slip inside telling you who it was packed by.A very good idea.

[Bee]

I have always found the service which Hawkshead offers to be brilliant. I can't remember about returns ,as I don't think that I have ever returned anything.The delivery is speedy and the telephone ordering staff very helpful. Recently we ordered stuff online. One day later we received an email saying what we wanted was suddenly unavailable, we were impressed by this as although our stuff was not to be had at least we knew very quickly.Lakeland ltd also provide a fab service, kitchen equipment and storage ideas, their website is really well laid out.(www.lakelandlimited.co.uk.)Delivery within two days and a little slip inside telling you who it was packed by.A very good idea.

[Marina]

I had a REALLY bad experience with GLTC last year, enough to ever put me off using them again. All that guff about bringing quality goods to busy parents. They delivered my order of over £200 (one large item and a few treats/Christmas presents) to the wrong address in the City and I had to go and get it all myself when the mistake came to light, which was by chance I might add - it ended up in a building where someone knew me.
Their apology was lacklustre once I had spent more time on the phone and e-mailing to get an explanation from them. No matter how nice the goods are, I won't use a firm that cannot get its act together. My five-star pals are:


Letterbox
Urchin
Perfectly Happy People

All of whom have been helpful, prompt and reliable in delivering stuff to work and/or home depending on delivery date, splitting orders to be sent as presents etc. I especially love Letterbox.

I have put the addresses of two really helpful and responsive NIT-BUSTING sites in the relevant thread! I got my Nitty Gritty kit within 24 hours of getting in touch.

[Ems]

Same as Marina, I would never order with GLTC again, EVER! and I think Lakeland are one of the best too. A great system in place there and very good customer service team.

[Marina]

Ems, sorry to hear of your GLTC experiences but in an odd way, relieved too. It got so bad I began to wonder if they had a personal vendetta against me. I have never seen anything like it and am a keen mail order user with years of experience...

[Lil]

I'll not use Amazon again; I ordered 2 CDs (one was very hard to get hold of but they stocked it). But 4 weeks later I received only 1 of them with absolutely no mention of the other one. When I logged back on all reference to the missing CD was gone, they didn't seem to even recognise it ever existed! With the cost of PP the CD I did get was more expensive than if I'd popped down to Woolies! Found the missing CD through another website in the end.

[Rhiannon]

Suew, no I didn't pay for my returns. They are such a stupid company if they can't even manage to put their shoes in the right boxes! A third of my order wasn't correct, god knows how many they're sending out like that. I had wild conversations on the phone and by email with them about their service charges and interest. They won't be hearing from me again.

[Sheesh]

Hi...Thanks to all you shopaholics out there especially people like Mima who put up long lists of their best mail order pals...it made interesting reading.
I'm also happy to recommend Next, Tridias, Letterbox & Lush for all their goodies but here are some others you may not know

Vertbaudet kids clothes & equipment with straightforward returns

Little Badger "handmade" style knitwear & printed t-shirts

JoJoMamanBebe for all pregnancy stuff & kids clothes & equipment

Also as an information source try earlyears.com for alphabetical listings of knowledge you may need....recipes for playdough & saltdough plus other ways to entertain the kids.

Try bbc.co.uk/littlekids for colour in pictures of Tweenies Bob etc that you can print off yourself plus links to their websites & details of useful parent websites

[Spring]

I had an extremely frustrating experience with JoJo Maman Bebe whilst pregnant. I ordered something for myself (dressing gown I think) described in the catalogue as 'ice white'. When it arrived it was most definitely cream. I wanted to return it but they wouldn't pay the postage. My argument was that I would never have ordered it if described as cream. They would not budge as they said their supplier used experts in colour dyes. The lady really got me fired up as she pointed out that me describing the colour as cream was merely my own opinion. Her suppliers were the experts! I returned it at my own expense bearing a very great grudge and as I've told so many of my friends of this experience I hope they've lost more in lost business than the blasted postage cost me. Some customer service!!

God, remembering that woman has got me fired up again and it was over 2 years ago!!!

[Sylvev]

Spring. I also had problems with JoJo maman bebe. I ordered a carrycot (gingham, pretty etc), it cost approx. £40. After 4 weeks, we noticed that the material was coming away from the inside of the carrycot. This meant our baby could get her hand, foot or even head trapped under the material. I 'phoned the company and was told to return it, again at my expense and they would examine it. As it was a rather large item I did not think this was fair, so I wrote a letter of complaint. I got a rather curt reply from the manager, saying they had had no other complaints about this item and that she herself had slept her infant in the said carrycot! I was annoyed to say the least and planned to send it back, however I needed a huge box and never got around to it. We eventually threw it away and vowed never to use the firm again!

[Lizzer]

Hi folks, sorry to divert from the bad shopping theme(which I just think shows the apalling (sp?) level of customer service in this country as a whole) but I'm wondering if anyone knows where to get nice women's pyjamas online? Around the £30 mark not too fancy, can't find anything in (limited) shops round here at the mo and really need some!!

[Jgb]

To follow on from the tesco'advert' ........ DON'T do what I did - saw there was a sale online - but the server was being incredibly slow so I rang up - explained that I'd seen the sale online but that there were problems with speed etc etc and placed my order - when it arrived it was all at normal prices as I had got the code out of the catalogue - and altho these things were in the internet sale I hadn't given the internet code! They did eventually ( after MUCH protest) reduce a few items - but said I could only have those reduced which were also in the 'phone' sale - as that wasn't all of the stuff that was in the internet sale!
I wouldn't mind so much but in Jan I rang up not knowing there was a sale, quoted the normal code and was given sale prices aanyhow - and no she couldn't explain why......!!!!!
Was NOT amused!

[Joe]

I dont think I will every shop on line, Im much too scared of too much technology. I think I will just go to the shops, phone or post.

[Rhiannon]

I've just had a run-in with Boden. Ordered loads from the sale for my holiday on 2/7 and by 13/7 they still hadn't arrived so I went on holiday without the new gear. It all arrived whilst I was away, an incomplete order (ie bikini top and no bottoms!). I had to pay for the return £6.50!!!!

Batters, my friend started ringing the Next sale at 6am too, she got through after constant re-dialling at 8.25am and out of her huge list she got about 3 things!

[Dorisday]

i tried the next sale online too. after ringing for 3 hours -got thru' at 10.30 am(i ended up getting thru' on the mobile cos it was quicker to redial!) and out of 76 items thankfully only 2 items were available -otherwise serious debt would ensue-having said that the phonecall lasted 15 minutes , as she checked each item-at on point , she asked whether it was the checked hat or the plain one -getting excited at the thought that one might be available she came back saying neither were available anyway!!
went into the shop on thursday- got half of the things i'd wanted anyway!-altho' had to endure seriously ignorant shoppers in the process!

[cerys]

Coming back to this thread, I've recently had varying experiences with online shopping. I ordered 2 things from GLTC on a Tuesday and they arrived on the Friday. Unfortunately I'd ordered the wrong size shoes and had to return them. Have just e-mailed to ask where they are and got an e-mail back within an hour to say they are on their way. So maybe things are improving there.

Jo Jo Maman Baby obviously don't want me as a customer because since New Year I have tried 3 times to get a catalogue and none has arrived. Sent them another e-mail about this 10 days ago - they asked for my details again, but still no catalogue. I had intended to buy some maternity stuff from them - baby now due in 6-7 weeks so not much point

And Vertbaudet have really wound me up. Ordered 1 shirt online and got confirmation e-mail, saying wait 5-10 working days for delivery as items often coming from France. Rang up after 12 days to find they had no record AT ALL of my order and that there is a 2-3 week wait for the shirts! Again, baby due so soon that there's no point in waiting. E-mailed them and waited 6 working days for a response, which was basically "sorry, use this code to get 20% off your next order". Well, I can't actually bring myself to order from them anymore!

Ooh, I'm all cross again now!

On a more positive note, I have had much better service from Grobag and Kiddicare online, as well as the Nappy Lady, Plush Pants and Twinkle Twinkle. Just wish these other companies could get it right!

[susanmt]

I have found PHP really good and very helpful, and fro housey stuff Lakeland is superb. But IMHO no service beats Little Green Earthlets. They were so helpful when we lost dd's cozzy toy - they sent several so we could choose the most like and send the rest back ......

[leese]

Just to add, I too got another catalogue from JJMMBB with attached apology. However, wouldn't order from them online again, since I ordered two sleeping bags late last year (before all the supposed technical probs). In the event they charged my credit card with FIVE sleeping bags. After a couple of phonecalls, the matter was corrected, but I got a bit fed up with the woman on the line treating me very suspiciously - like I was making it all up! Also didn,t like the fact they had used my credit card number at will, as there were three separate transactions - two for two sleeping bags, and a third for just one bag. Never again!