Appalling, just try and ask if there’s a complaints number. Nobody is able to tell you how to do this, AI doesn’t even know. I ordered online and had the wrong item sent a simple mistake. Now add on the whole tribunal procedures., Call Centre, chat agents, investigations they need to do, two weeks later they’ve concluded I can return the item, only thankfully Royal Mail delivery photo at my door. Thankfully the item was not in a box or else they never would have accepted the mistake, but every link/number they send me right back to the start, every person I speak to doesn’t know how to return it, asks me to wait for the delivery?**?**, as if a robot or doesn’t understand English. It is the most appalling system I have ever used. Please look at your system and instructions, they are either wrong or don’t have enough info, or take you back to beginning . Decision trees on you phone system that just cut off. Allways suspicious of anything where you don’t have a direct in person contact. They say I can’t just take it to a curry’s shop and explain to a person when buying online (1 hour to get this much in agent chat). I’ve been cut off a number of times mid conversation, most of the tree decisions lead you nowhere. Text chat agents dealing with serval people at once, rude. Taking 5 mins to ask a question such as phone number, then add it in, 5 mins later, email and add it in. 30 mins just to clear security. It’s not that you are busy, agents are dealing with many people in parallel at once, on text, would any do this if you were talking to people? They persistently ask the same questions again and again saying do I want to do it online? I absolutely cannot get a product returned at this moment in time. Two weeks later it’s appalling. No person to actually call when your in a catch 22 and nothing fists their robot system. Update 9 physical hours trying to arrange a return. Over several weeks. Cleared to return, I tricked the system and picked the gas leak option to get to a person, was told I’d get swap options. Each link never gives ‘no’ options, so had to call again as the collection automatically stated dispute it saying I had option, it was set in stone and the option to change on the link, had no option, no link. End to end, just the worst flawed miss mash of instruction, I’ll only every buy from the a shop again, if I give it this chance at all
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