The Kitten Has Arrived!


After deciding on the kitten that we saw at the rescue centre, we had to go through some formalities to ensure that we were the right kind of people to provide a new home to this Kitten.

We had to provide some character references from friends and employers and then send them back, in the meantime the Kitten was to undergo a check-IMG_0579 up from the vet to make sure she was fit enough to leave the centre.

After a phone call from the centre confirming all was in order, we arranged to collect the Kitten, she didn’t seem phased by the journey home and seemed quite relaxed when she reached her new home.

We let her out of the travel box and she soon started to wander, we kept her in just two rooms to start with while she found her bearings.

It wasn’t long before she started to play just like a proper kitten!

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A Dog! we meant a Cat!


Did i say in an earlier post that we were getting a dog?

Well it seems that we have had a change of mind.

Like most families we have always had some sort of pet in the house, the most recent one being a guinea pig called Henry.
Unfortunately Henry had a growth and had to be put down.

This of course gave us a reason to re-evaluate our pet position and how much work and effort we felt we could cope with, after remymany hours of thinking we all agreed that the best option was a cat.

So off we went surfing the web for a rescue cat, the first and most obvious place was the local Blue Cross rescue home that just happens to have the perfect companion, a young 4 month old Kitten called Remy.

Remy has not had a good start in life, with the fact that she was abandoned almost immediately and put into a rescue home, then suffered an umbilical hernia which needed an operation, an of course then neutered early.
as a result Remy has a nasty abdominal scar as well as a mental scar!

Anyway we hope to bring Remy home next weekend and start allowing here to live life as a loved kitten in a good family environment.

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The Cheque at last


cometletter After a few days waiting patiently to see if Comet were as good as their word, I finally got a letter and a cheque from them.

Not sure what is usual in these circumstances, as I don’t often need to go through this process, but I did find it unusual for a letter accompanying a refund to start with a paragraph indicating “pleasure” but “without prejudice”.

still they seems to have forgotten about the other elements of the complaint and I have not heard any more since.

Would I shop at Comet again? not if i could help it.

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I got a response from Comet


Eventually this afternoon a got a phone call, I knew it was from Comet because the phone number was blocked, this is a tactic they employ to keep they’re real numbers secret, so they can charge their disgruntled customers a call charge of at least 5ppm by calling 08 numbers.

It was further confirmed by a voice telling me he was from Comet investigations, apparently they had received my letter, and after investigation, were now going to refund the 10% re-stocking fee (£7).

They gave me a choice of either going to the store and having my credit card credited, or having a cheque in the post, as I was at work at the time I opted for the cheque, although this will take 7 – 10 days.

The whole purpose of this exercise was not about the money, but the principle of why Comet though it was right to treat their customers in this way.

As well as a refund, the head office will investigate the complaint I made about their staff and report back to their regional sales manager.

A few days ago, when I spoke to the store manager (Emma king), I offered the option of providing me with a full refund and going away a satisfied customer, if she had taken that option, the matter would have ended, but she chose not to.

Here is the email response from Comet confirming my refund, please feel free to bear all of this in mind should you find yourself in a similar situation with Comet

021710_2153_Igotarespon1

Subject:My Complaint

Thank you for allowing us to be of service to you.

Response (Gary Mulligan) 17/02/2010

Dear Mr Murray

Thank you for your e-mail dated 15th February

I apologise that we did not reply to this sooner, however as we had spoken to you about this issue over the phone in the first instance this is why your e-mail was not initially responded to within our advertised timeframe of 24 hours.

We have completed our investigations into this matter,and the case are going to refund the £7 charge which we will send you in the way of a cheque which will be with you with in 7 to 10 days.

One of my colleagues hopefully will have phoned you before you receive his response

In the meantime, please accept my apologies for the delay.

Regards

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Interesting Fact about Comets Returns Policy!


While awaiting a response from Comet’s customer services department I couldn’t help reflecting over the events of the last couple of days, in particular the Comet store returns policy.

When I returned the product, the first thing the customer service representative did was to un-box it and plugs it in, almost as an immediate test to rebuff any claim the customer might make.

I have to note, I have never seen this in other stores.

021710_2121_Interesting1 Anyway, it was clear in my case that the product worked, but I thought, what would happen if I had stated that after 3 hours the item got so hot it began to smoke, but it only happened after 3 hours.
Would I have to wait in the shop for 3 hours watching to prove my point, or would I have just got a full refund immediately as the product was faulty?

The other view you could take, is that when returning a product to Comet for whatever reason, you could make sure that it is faulty, or would fail the “lets plug it in and take a look” test.

I would not recommend the latter, but it does make you think.

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My Letter to Comet


Dear Sir / Madam:

This letter is to complain about service I recently received from Comet customer service representatives at the Oxford Botley store, named Ben, Richard and Emma King (Store Manager).

I purchased a product on the 13th February 2010 at the store, the product in my opinion was not fit for purpose, as it was an alarm clock radio, but had a backlit screen that prevented me from sleeping as it was too bright.

I returned the product to the store on Sunday the 14th February 2010, and requested a full refund as the product was not as described or expected, i.e. the product did not specify the number of lumens it would use to illuminate the room.

The first representative (Richard) explained that I was not entitled to a full refund under Comet’s returns policy, so I asked to see the senior manager on site, this was someone called Ben.

Ben re-iterated what Richard had said, but came over in a threatening manner, in the following conversation, Ben was extremely rude to me, I also felt threatened by him in the way he spoke to me.

I eventually left the store with no choice but to accept a refund less 10% restocking charge, at this point I felt that I had been robbed.

After I insisted, Ben finally gave me the details of the Store Manager, Emma King, so I could call her on Monday morning.

Before I left the store I asked Ben if he thought he had given me good customer service, he replied “I have given what is required”, clearly he did not believe this to be good.

On Monday after 3 attempts of calling Emma King and leaving messages and awaiting a call back I finally received a call at 1:30PM, Emma was adamant that she was not going to refund the 10% re-stocking charge, and basically said, that’s the company policy so tough luck.

Although the sum of money is £7 I feel that I have been robbed as the policy was not made clear to me before purchase, I explained this to Emma, but she refused to acknowledge my point.

On the issue of my complaint about Ben, Emma said she would deal with it, but it was a staff issue and she would not report back to me, I explained I had no confidence in her comment, she didn’t seem to care why I had made the statement, so I asked her if she wanted any more information, or wanted to ask me anything else, she replied “No”, I then explained the reason I had no confidence that she had taken any of my complaints seriously, was because I had alluded to a problem with Ben, I had not given any precise details yet, and as Emma had not asked, and did not want to ask for any, she could not possibly deal with the issue.

I also explained that as a gesture of good will, if I had received a refund, it would be the difference of me either being a satisfied customer or a dissatisfied customer, but still Emma stood her ground, and decided it was better to adhere to policy than have a satisfied customer, obviously not thinking of future client relations and potential purchases, I also explained some basic business principles to Emma that Comet Stores in oxford are sited next to Argos and Curry’s Digital and these sell the same or similar product lines, therefore Comet will need to rely on good customer satisfaction and reputation as a unique selling point, but Emma still refused to acknowledge my point, my compliant or issue a refund.

At this point I asked for details so I could escalate the complaint.

After calling head office customer services and speaking to Charlotte, who took notes and placed me on hold while she called Emma to try and resolve the issue, also explaining that the store manager, Emma had final say on whether to issue a refund or not.

After a few minutes on hold, Charlotte Advised me that Emma would contact me regarding the complaint against Ben, but would still not issue a refund.

So far I have not heard back from Emma.

Charlotte advised me that the next course of action is to write a letter of complaint, so this is it, I am complaining about the way Comet staff have treated me from the point of purchase through to writing this letter.

In summary my issues are:

  • Not being made aware of Comet’s returns policy prior to purchase
  • Staff not being sympathetic to a customer’s opinion and views
  • Staff hiding behind company policy to avoid giving customer service and refusing to apply discretion.
  • Staff not actually listening the customer
  • Staff rudeness, causing embarrassment to myself and accompanying family members
  • The actual robbery of money under the guise of policy (I Feel I have been robbed)

I would like the opportunity to discuss this with a senior member of the Comet management team, I would also like to have an acknowledgement of this letter in writing to the above address.

In addition I would also like the remainder of my purchase (£7 restocking charge) refunded to my credit card.

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Am I Expecting too much?


While on the last call to Comet regarding my complaint and the fact that they have robbed me of £7, I followed the advice of their customer service adviser.

The advice was to write in, but I could do this via their website to speed up the process, and should get a response within 24 hours, here is the quote from their website.

Email

Click here to use our rather clever "Ask a question" service.
We’ll do everything we can to get back to you within 24 hours.

Well, its been over 24 hours, and still i have not heard from anyone, not Even from Emma King who had told her head office that she would call me to follow up my complaint regarding her staff.

Am I expecting too much?

I don’t think so!

Come on Comet, at least be honest and admit you don’t care about your customers.

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