Another shoddy Create & Craft Customer Service Experience

[Spendsloads]

Thought I would post details of my experience with Create & Craft Customer (non) Service here too.

I was a C&C member and had several problems with orders a couple of years ago, so in the end I stopped buying from them for about 18 months. Around 6 months ago, I was tempted back by the free p&p and good value deals they seem to have, but of course, now something has gone wrong.

I had ordered two items from them and received a parcel with a delivery note for both items but only one item in the envelope, with clearly no room for a second I reported an item as missing on 15 August. The lady in the Indian call centre told me that a full investigation needed to be done with the carrier (even though I pointed out it was a packing error and not a carrier problem) and someone would call me in 5 days. Needless to say, no one did so I called the the Indian call centre again and they told me that the item had been despatched under separate cover on the 16 August and it would turn up within 7 days. Surprise surprise, the item still didn't show up, so I called up again and was told that they would send me a refund note within 7 days. Now the refund note hasn't turned up!

Part of me wants to give up going to so much effort (including over 30 minutes of phone calls to that ruddy 0870 number) just for a £12.99 item, but I don't see why they should get away with it, so I will be on the phone again to them today and will send them a letter advising them that I will be contacting my bank for a chargeback. Anyway, they've lost my custom again and hopefully by posting my experiences on here, it might, combined with all the other horror stories, put off a few others.

Buyers Beware!

[nicecupoftea]

I'm so sorry that you've joined the long list of Ideal World victims. I have to admit I have been very tempted recently with some of the clearance deals and free P&P but put of me keeps telling me that I don't really really need those items and soon I will get done by them too. They can't keep running a business like this for much longer can they?

[craftaholic]

I've had the same experience last year. I ordered 4 items on a free P & P day. Only three arrived, but the delivery note showed that all 4 had been checked off.
3 calls to the Indian call centre, all received the same reply - we will re-order the item again. Two emails to customer services followed - and a promise of a full investigation.
No one at C & C seemed to believe that they could possibly have made a mistake, and left out the item from the package. After 5 months I sent a letter for the personal attention of the Managing Director - and guess what - I didn't even get an acknowledgement!!! What a way to run a business!!! In the end I gave up as I was loosing the will to live and the item only cost £7. As I am still a member (at least until my membership runs out) but now I only order items singly and on free P & P day.
I wonder if anyone from Create and Craft ever reads the comments on these forums - or if they are even interested in their customers?
craftaholic

BTW I love the Pinflair gel glue, but found it cheaper if you buy direct from them. I received the glue in two days, and the P & P was reasonable.

[Jules]

Hi all I would suggest you write to the managing director.If everyone who had had shoddy and poor 'customer services' wrote to the md he/she would soon get fed up and hopefully the customer services would improve.Failing that write to the BBC Watchdog programme.If everyone did this then your complaints would be aired on national tv.
Jules xx

[Dips]

Hi Jules and welcome. The MD, a Mr Andrew Fyrett, receives regular correspondence from irriate CAC members, unfortunately, it appears to make no difference;)

[janny]

Hi
I hada similar experience noton craft good but with somthing else,it took 3 months, £12 in phone calls £2 in stamps addressed mostly to Mr Fyett and calling trading standards, to get my money refunded on faulty goods. This was back in June, have not touched them since.
I don't think any letters get passed Mr Fyett's PA.

[Rentochops]

I don't even bother calling up now, writing a letter to Customer Services has worked twice for me now, I think that's the only way.

[Spendsloads]

Update - still chasing for my refund or replacement. Have tried writing a letter to Customer Services, copying in Andrew Fryatt and it's been completely ignored by both (not to mention 6 phone calls). I have today put in a complaint to the ASA and am going to write to the Chairman, David Williams.

I see IW announced their results last week - a loss of £1.2m, which they put down to the economic downturn. I would have thought it was just as much down to their appalling customer service - I certainly am not buying anything from them again.

[maisie*daisy]

oh dear sorry your having so much trouble :( keep at them though

[sar_h]

I feel so bad because i asked my mum to order me something from C&C for xmas, and it has been no end of bother! The item was 'Plain and simple CD rom and paper pack' in a 4 day deal at the end of November. Mum ordred it on the 2nd day of the 4 day deal, and actually spoke to a customer advisor as the automated system went wrong. 15 working days later, she called the company to ask where it was. They looked on the system and told her it was dispatched at the beginning of December. She said it hadn't been delivered. Then the lady on the phone said "it will be dispatched within the next three days". My mum was suspicious and asked the lady to double check. Then the lady said she had been refunded for the item on 2nd December - and could not tell my mum why!!! Mum asked if they had any more in stock and was told 'yes', so she placed a new order. The new order arrived - and mum had been charged the 'normal' price - which was double the price of the 4 day deal AND when she checked with her bank, they haven't refunded her for the first order!!!! So she has now paid £60.00 for a £20 order, had to phone them 5 times and has now written to them. I feel terrible!

[DianaDreads]

Oh dear, I really feel for you. It's always worse when someone else orders for you and it all goes wrong!
Could your Mum complain to the bank and see if they would sort it out?
Otherwise there's a site called no to 0870 which should give you an 01 number to call.
C&C just seem to think that if they ignore problems they'll go away and haven't realised it's the customers deserting them in droves instead.

[sugarplum]

I feel so bad because i asked my mum to order me something from C&C for xmas, and it has been no end of bother! The item was 'Plain and simple CD rom and paper pack' in a 4 day deal at the end of November. Mum ordred it on the 2nd day of the 4 day deal, and actually spoke to a customer advisor as the automated system went wrong. 15 working days later, she called the company to ask where it was. They looked on the system and told her it was dispatched at the beginning of December. She said it hadn't been delivered. Then the lady on the phone said "it will be dispatched within the next three days". My mum was suspicious and asked the lady to double check. Then the lady said she had been refunded for the item on 2nd December - and could not tell my mum why!!! Mum asked if they had any more in stock and was told 'yes', so she placed a new order. The new order arrived - and mum had been charged the 'normal' price - which was double the price of the 4 day deal AND when she checked with her bank, they haven't refunded her for the first order!!!! So she has now paid £60.00 for a £20 order, had to phone them 5 times and has now written to them. I feel terrible!

sar if your mum used a visa debit card to pay for the items it may be worth asking her bank if they participate in the chargeback scheme its similar to the the cover offered by credit cards (though not as comprehensive ) if items are not received or not fit for purpose the bank can refund the money and they then take their own steps to reclaim the money from IW

[LoobyLou]

Otherwise there's a site called no to 0870 which should give you an 01 number to call.


IW/CAC have cottoned onto the landline number thing with 0870 and the only one of their numbers that still works listed on that site is the main switchboard one........ all the others are no longer in service.

LL

[Marie]

Alternatively, she could write to them again and tell them that if the money isn't refunded by say 31 December, she will refer the matter to the Trading Standards Office and ask them to investigate. I've done that a couple of times over the years and it seems to have done the trick. But it is a blooming palava. I hope she gets it sorted out soon.

[Jeanette]

I though Andrew Fryatt had left IW, I maybe wrong!!

DO NOT ring customers services for help. Ring the switch board on 01733 777305 and ask to speak to customer RELATIONS. They are UK based and normally very helpful. I do have any email for a young chap who really helped me sometime back. PM me if you don't have any luck and I'll let you have it

[Chess]

Maybe this post from Shopping Telly will help:

I too have had many problems with Ideal World and after complaining in writing I received a two page letter from Tracy Townson. It was quite some time ago but at the end of her letter she put her contact number as 08700 777 002 ext 3312. She seems one of the few people in the organisation who is able to sort out complaints. If you don't have any luck phoning, write to her at Ideal Shopping Direct, Ideal Home House, Newark Road, Peterborough, PE1 5WG. Best of luck in resolving your problem.

Her email address is tracy.townson@idealshoppingdirect.co.uk

[maisie*daisy]

lol Ideal world /Create and Craft customer services lol they are such a joke ...NOT

I joined at the NEC on the £2 membership deal,mainly cos I wanted a drink and a sit down.I emailed 20th November to ask what my membership number was etc... Ive JUST had a reply TODAY to tell me my details????????? reply within 5 days from CS???????????? I dont think so.

[sar_h]

Thanks to everyone for your helpful advice - mum called the peterborough office and spoke to someone (eventually - she got cut off 3 times!)who told her she would have to pay the full price, so she is giving it up and sending it back - I don't blame her. Thanks also for the advice re: getting on to the bank - I will pass it on.

Thanks again everyone and I hope all your problems with IW get resolved! Have a merry xmas...

[lolathelamb]

I think reading this has, sadly, made up my mind for me. Put all my comments about being interested in C&C products on home. Makes me realise QVC is very good at what it does, from sow to doorstep, professional and hones with its customers.

A case of 'don't try to fix what isn't broken' - I'll stay with them!

[Marie]

I think this is such a shame - like I've said elsewhere I've never really had problems with them and I've had some very nice things over the past year. As a business they only have themselves to blame if their sales fall with poor customer service stories like these. Personally, I'd be inclined to write to them and say that if you havent' got your goods/refund within 7 days, you will send copies of your correspondence to Peterborough's Trading Standards Office and ask them to investigate the complaint. I'm not saying that would solve their appalling customer service over a £12 order, but if enough people contact their local TSO, it might prompt a proper investigation of the business. That would get Mr Fyatt's attention.

[crafty anne]

I've never had a problem either Marie and I spend a lot of money with IW. For example, I recently ordered the oriental fans and they turned up in two days (they are gorgeous!). Personally I really hope that IW do sort out these glitches, in my opinion they are much better viewing than QVC.

[Spendsloads]

I eventually got my refund through the Advertising Standards Authority who were very helpful and dealt with the matter very quickly. Ideal World ignored 6 letters and blatantly lied to me (e.g. telling me they had despatched replacements, given me a refund) every time I called. They do sell many good products, but most are available elsewhere and it is just too much hassle to risk ordering from them IMO in case it goes wrong. Things also go wrong with QVC from time to time, but at least I've always managed to get a refund or replacement relatively quickly.

[Rentochops]

I've never had a problem either Marie and I spend a lot of money with IW. For example, I recently ordered the oriental fans and they turned up in two days (they are gorgeous!). Personally I really hope that IW do sort out these glitches, in my opinion they are much better viewing than QVC.

You have been lucky crafty anne, I'm afraid the majority hasn't, they ahve had these 'glitches' for several years now and there is no sign of them getting any better!

[Wellington]

It's the old adage that runs through insurance companies - you're judged by how the company behaves when things go wrong for eg make a claim. Now as I've also said before (stop me if I'm getting boring :D ) I haven't had a major prob with C&C (BTW I always say C&C cos I've never ordered anything other than craft, so I don't really think in terms of IW), but it seems that an awful lot of folks have. I'm fairly certain though that if I ever did have these sort of probs I wouldn't use them either...

I might also mention (& this really isn't meant to sound as bitchy as it will come across) - there are still a lot of peeps on here who moan about the service/products from C&C, swear they'll never touch them with a 10' barge pole or watch ever again...and then still watch & order ;)

I let my C&C membership lapse for a couple of reasons - 1) the variety of products on offer is terrible & 2) I really can't afford to be tempted to buy from them due to the mild inconvenience of the Earth shattering row my CC bills caused with hubby & his continuing violent reaction to all things crafty :o

[crafty anne]

I might also mention (& this really isn't meant to sound as bitchy as it will come across) - there are still a lot of peeps on here who moan about the service/products from C&C, swear they'll never touch them with a 10' barge pole or watch ever again...and then still watch & order ;):o

I must admit that this never ceases to amaze me. Why watch if it is so awful? I suppose there must be an element of pleasure in being so disgusted! :):p

[Rentochops]

It doesn't hurt to watch, just to sort out the delivery problems afterwards.

[Wellington]

It doesn't hurt to watch, just to sort out the delivery problems afterwards.

I would say 'LOL', 'cept it's no laughing matter :o But just about sums up C&C!

[Princess4Wiz]

Post no longer relevant.

[Wellington]

Oops, tried to say something that turned out to be inaccurate, soz...

[Penny Sue]

I have ordered hundreds of products from Create and Craft/Ideal World over many years and have only had 2 problems. The first about 6 years ago when I received the wrong CD, I was reimbursed fairy quickly. The second time about a year ago when instead of 4 tubs of glitter I received 3. I emailed Gareth (message and email details below and, hopefully he is still there) who called me back to clarify the situation. I received a replacement and was told I did not need to return the original 3. I think that was brilliant service.

I will not call customer services as I do not deal with out of country call centres mainly as they are outside the Jurisdiction of our courts.

PS Scared that now I have said above service will go pear shape for me as well

Message from Create and Craft / Ideal World
“Hi All,

Please let me introduce myself - my name is Gareth Parker and I work in the customer services department at Ideal Shopping TV.

We regularly review this forum and read about your comments, but are unable to contact you with a reply as we don’t have your details.

In a bid to help you, we would like to invite you to email me directly with your questions and queries at: Gareth.Parker@idealshoppingdirect.co.uk

Kindest Regards
Gareth"

[gerda]

Curious thread to resurect if you were a newbie making an enquiry I would have thought?

[Jeannie]

Curious thread to resurect if you were a newbie making an enquiry I would have thought?

Looks suspiciously like a spammer to me, hope I'm wrong though.

[Millburn]

Looks suspiciously like a spammer to me, hope I'm wrong though.

I'd say it was a spammer; in fact I'd put money on it

[essdeecee]

This needs to be brought to Grahame's attention as I think a spammer has left their mark.:puke:

When I moderated a charity forum, the beauty of there being several mods was that at least one or other of us was always around with enough privileges to knock a post like that off immediately. It went into a section of the board where the Administrators (2) were able to deal further with it.

This way, anything really contentious or spam-led could be given the attention it so deserved! Being ignored by the masses and (often) axed by the bosses.:mysmilie_454:

I'll flag it up now but may well be in the queue after others!

[Graham]

Thanks everyone have now banned the spammer :)

[essdeecee]

Thanks Graham - and sorry about the extra e just now.

[craftycat]

oops. silly me. Didn't realise we had a spammer lurking about. Went and posted about naff C&C customer services.

Craftycat is now crawling into her basket to hide!