Play.com's delivery policy is a pain in the neck!

[Parm]

Play.com is handy because of the free delivery, but I've now come across a downside: missing parcels.

Ordered the Netgear XEB1004 / 85Mbps Powerline Ethernet Switch Kit on October 30th, and it was posted the very same day.

Trouble is, it never reached me. I'm at a new-built property so at first I thought maybe they were having trouble finding me, but it's being delivered by Royal Mail and all my post and other parcels have found me just fine.

So, I call up Play.com to check what's going on, and they really don't seem to have a clue - other than the fact that the parcel was posted. I'm guessing the parcel has been lost in transit, or something along those lines, and herein lies the problem. Play.com's policy reads:

Missing or delayed order

Delivery usually takes 3–5 working days (from date of posting), but we need to wait 21 days before being able to investigate this matter further . If you believe your item has been lost, and 21 days have passed, click the 'View order history' button above, select the item and follow the on-screen instructions.

That means nobody can do anything until November 20th, almost a month after I placed the order. It's like being stuck between Play.com and a hard place.

I can't cancel it until it turns up. Can't re-order until the current one is found. Can't find the current one until November 20th. Bah.

To make matters worse, the item was £69.99 when I placed the order. It's now £99.99. I've a sneaky suspicion that after the 21 day wait, they'll make me re-order at £99.99.

So frustrating.

[LuckyNV]

I've had 1 lost parcel from Play.com, back then it was "only" a 14 day wait, and they just sent another, no need for re-order.

And yes it does suck, but its not entirely down to them, delayed or lost mail is not really their problem if they have dispatched it on time.

[Trash Man]

After 21 days you need to get in touch with them again and they will email you a form you need to fill this in and sign it then send that back to them. You have to wait 3-5 days for them to check with the PO to what has happened with your order. After that they will then either refund you or send out a replacement.

Aye it is a pain

[shaithis]

Pretty standard practice for anyone who uses royal mail unfortunately.

[Parm]

After 21 days you need to get in touch with them again and they will email you a form you need to fill this in and sign it then send that back to them. You have to wait 3-5 days for them to check with the PO to what has happened with your order. After that they will then either refund you or send out a replacement.

Aye it is a pain

Yuck! That doesn't sound pretty. Do they use the same delivery service for the replacement? God forbid that should get lost. I'll be waiting until 2009.

[Parm]

Had an e-mail from Play.com today:

Your Play.com order has been returned to us via City Link

Dear MR PARM MANN

We have recently received the following item back from City Linkl as they
were unable to deliver to the address that you have given on your account:

Netgear XEB1004 / 85Mbps Powerline Ethernet Switch Kit / Homeplug (PCSH)

We have arranged for a refund to be credited back to your credit/debit
card which should be visible on your show on your statement within the
next 3 working days.

Please accept our apologies for any inconvenience caused to you in this
matter and thank you for your patience and valued custom.

Kind Regards,

Play

Bah! Refund should be with me soon, but they're now listing the same product at £99.99 - £30 more than I originally paid for it.

Think I'll try and find the same product elsewhere, I can't see Play.com's choice of courier being able to find me any better the next time around.

[Hicks12]

I thought they used royal mail? That sucks, can you not ask them to resend?

[LuckyNV]

I thought they used royal mail? That sucks, can you not ask them to resend?

AFAIK Royal Mail is used for small packages, something like a Homeplug kit will be bigger and cheaper to use Citylink, which majority of other retailers use.

Which brings me to another point, for me usually Citylink will attempt a delivery the next day if nobody was in on the original date, seems to me there might be a problem with the courier finding the address

[Trash Man]

They use Parcel Force for larger items as well. Bought a TV from them last that came within 48 hours via PF.

[derchris]

http://www.amazon.co.uk/exec/obidos/...e-21/ref=nosim

66, but you have to be quick.
Only 3 left.

[Parm]

Thanks derchris! I've ordered it from Amazon (well, Amazon Marketplace). Had to pay a little extra for delivery, but had a £2.50 voucher that took it back down to £70.