Page 1 of PLAY Terrible Customer Service

I recently ordered a dvd from play and it appeared to be missing items that were advertised with it, eg special booklets. I emailed them to send me the missing booklets and they told me to return the item and they will send me another.

I replied informing them that I do not want another one, I just want all the booklets etc that I am supposed to get with it.

They have not bothered to reply to me since I requested the missing booklet. This was last week! Why should I pay £3+ to return the thing when it was them who messed up.

I have now requested a full refund as I don`t want the item no more, I`d rather get it from another outlet. Their site states that they will only refund unopened items but this is clearly opened and missing certain items. Where do I stand? >:(

You should send it back and ask for your postage,they should send you your original order and probaly a voucher to a value that covers more then your postage,they are a good company and thats the outcome I would expect from them. :/

Reading your post you come over as a a akward customer

Not replying to any of my emails after 5 days is not awkward. CD Wow have always replied within the hour. 7 days is almost up and if I do not get a reply by then I am stuck with a £30+ dvd set that is incomplete.

I did phone Play awhile ago regarding an incorrect order they sent me and the guy I spoke really sounded like he really did not want to speak to me even though I was very polite throughout the conversation. In that instance I was only refunded £1.35 when the return P+P for the item was £2.15.

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Not replying to any of my emails after 5 days is not awkward. CD Wow have always replied within the hour
I take your point and withdraw my "akward" comment,hope you get the full refund. :)

Like most retailers, Play can`t start faffing around breaking open sets to send out replacement booklets. They want the original pack back so they can send it to the publishers for their own refund, and they can send you an unopened replacement. They always refund return postage, but if you don`t want to co-operate with them, that`s your own lookout.

J Mark Oates

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They always refund return postage

They do not refund postage fully as explained in the post above which is why I am not too tempted to spend another £3+ returning it.

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if you don`t want to co-operate with them, that`s your own lookout.

You will find it is they who are not co-operating with me. All I am asking for is a reply to my emails, is that too much? If they cannot offer me a full refund, why can`t they tell me this?

This item was edited on Tuesday, 5th July 2005, 14:16

Like Mark says, they have a system in place for this sort of thing. They`ve requested you return it, you haven`t. There`s no use in moaning because they won`t fold to your whim.

A little premature to label them with "terrible customer service", no? From my experience, they`ve been more than helpful on many occasions.

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if I do not get a reply by then I am stuck with a £30+ dvd set that is incomplete.


All the discs are there, aren`t they? Honestly, if you`re the sort of finicky DVD collector who moans about a missing booklet, then surely you`re ardent enough to cough up £3 (which will be refunded) to complete your set?



Oops! Dinner by armed robbery.

This item was edited on Tuesday, 5th July 2005, 14:56

If they find customer queries to be irritating maybe they should check the items they send out in future.

Will be returning it, seems like a waste of my time and money as all they had to do was send me the missing booklet. I didn`t moan about the booklet I asked them about it, to which no reply.

This item was edited on Tuesday, 5th July 2005, 15:56

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If they find customer queries to be irritating maybe they should check the items they send out in future.

I understand you were a bit peeved that your set was missing elements, but you can`t expect them to enter into back and forth correspondence after they`ve offered the only feasible solution, just because you`re not happy with it.

It`s hardly a fault that lies at Play.com`s feet, is it? They buy their stock in good faith that everything that`s supposed to supplement/be included with an item is present. You can`t expect them to open and re-seal every DVD to check that someone over at the plant hasn`t forgotten to put the chapter list in a box.
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seems like a waste of my time and money as all they had to do was send me the missing booklet

And you wonder why they won`t take you on! Do you think your missing booklet is sitting in the lost and found of an office in Jersey, waiting for someone to claim it?



Oops! Dinner by armed robbery.

This item was edited on Tuesday, 5th July 2005, 19:26

I personally think everyone`s response to Lee has been far too harsh. If I`d spent good money on a box set that claimed to come with some booklets and stuff I`d want it as advertised. Sorry if that`s old fashioned, but I like to receive my products as they are claimed to be. Calling him a pernickety git solves nothing, he did nothing wrong but pay for goods in good faith. And from personal experience I can say that Play don`t refund postage (or at least they didn`t in my case), which I think is fairly poor. Granted, you can`t expect them to be opening boxes to retreive booklets etc, but if the guy phoned up and was polite and was just after what he payed for I can`t see where there`s a discussion. Play do have a tendency to be very flippant when you phone them. That doesn`t inspire confidence when things do occasionally go wrong. Absolving Play of any blame is ridiculous. They are an internet retailer, and with that comes all the responsibility of ensuring customers needs are met. I don`t care if they buy stock in good faith. That`s their problem. Mine is getting what I paid for.