Faulty Product Faulty Customer Care at BHS!
I purchased an ice hockey game for a Christmas present last year for brothers who were obviously disappointed when they found that everything other than the table was missing! Seriously!
I took the item back (oh so you would have looked inside the box before buying would you? Yes well I didn’t, I didn’t think BHS was like well known DIY stores with missing pieces in their kits did I?!)
So, I wrote to BHS. Why didn’t I take the item back to the shop? Why should I? More inconvenience! It was no use to anyone, wasn’t like they could sell it to anyone! I wanted a replacement though so would have done if it was for a replacement. But the service got worse so consequently did my willingness to be accommodating. Okay so there wasn’t much tolerance there in the first place and your point is? I was told that I would need to return the item to where I bought it and they could pull up the invoice so long as I bought it within a month. I informed them that it was not within the month. I then received an email saying that it was difficult to comment on whether the item was faulty. D’oh! I think it’s quite obvious if an air hockey set has all the pieces other than the table missing that the product is faulty? The actual table wasn’t faulty though, that much was true.
So, I wrote again spelling out the “fault”! They responded again. Their response ignored the point that I no longer had the receipt, (the item was reduced significantly after Christmas) so if I took the item back I wouldn’t get a full refund. I also requested payment for the diesel used in driving to take the item back, I didn’t request money for my time in doing so though, which was an error on my part but I did ask for redress for the inconvenience! They didn’t offer to source a replacement from another store which I requested either.
So I wrote again. I basically repeated myself and was told that I could contact my local store and see if they had any in their warehouses. Given the circumstances I would have expected the Customer Services staff to do this. You wouldn’t? Well perhaps you need to expect better service!
So… I wrote again (are you keeping up? This is the 4th time of writing to them. I said that I didn’t have the receipt. Yes, I did say that before.
I was told “if it is a manufacturing fault…” casting doubt on half the product missing being faulty and/or insinuating that I was not telling the truth! The first assumption would be stupid but not the first time staff questioned whether a box missing all the pieces was faulty, the second, well let’s just say that’s when I see red.
So, I wrote again saying I expected to be compensated for the travel and inconvenience and offered to post the item back if they provided me with postage. Guess what I got in the email response? A blank email. Yep, blank.
So… I emailed again. Okay I’ve lost count now. On the 6th time? This time I emailed the CEO though. I pointed out that my points regarding redress for the inconvenience had been ignored as had my suggestion of posting the item and the final question as to why I was sent a blank email. I also informed him that the unnecessarily long protracted correspondence had been with various staff which in itself is poor service, communication should be with one person to keep continuity. Bullet pointed the list of correspondence and the failure of staff to deal with the matter.
I received an email back from the CEO’s department. I got £30 refund and £15 BHS voucher. They said I could keep the table and do what I liked with it. Ideas on a comment? I sent a cheque for £30 to the boys (yep I think that went down better than the original present fully complete would have done!)
Very poor customer service! Repeatedly not answering simple queries. Begs the questions “What part about the parts are missing don’t you understand?” and “What part of “No” don’t you understand?” and (well you get the picture). It’s not good to have different people respond to a customer either. It’s rude, disrespectful and shows that they don’t care enough to see the problem through. Their customer care could do with reading this.
Customer Service 0 out of 10
CEO 5 out of 10
CEO Office 9 out of 10
Prize £30 refund plus £15 voucher
Rating BHS needs to take stock in more ways than one!