Posts Tagged ‘complaint’

yodel UK parcel 300x224 Yodel not happy with retailers unrealistic delivery expectationsYodel’s boss – Dick Stead – is not happy with retailers who have been using them for deliveries. He wants to see them setting more realistic expectations for deliveries and that, if parcels are delivered late, then the retailer should take the blame, not the courier.

Of course, Royal Mail will be howling at this, as they’ve been complaining about companies muscling in on their turf, cherry picking the best delivery areas, when they don’t have a universal obligation.

Yodel themselves have been getting it in the neck, especially on Mother’s Day and Black Friday. Over Christmas, the company rejected the idea that late deliveries were their fault and had a big backlog after the crazy scenes on Black Friday.

Speaking to Retail Week, Dick Stead said: “You can’t ask parcel carriers to build up the capacity that’s only going to be used three times a year. Retailers haven’t quite grasped you can’t provide next day delivery at this rate, not this [Black Friday], next year or the year after.”

“We’re working really hard with retailers at the moment to say ‘come on guys, there’s a certain limit of capacity next day delivery’. Reserve it for people who really need it the next day, and for everyone else for goodness sake you’ve had the bargain of a lifetime, but it might take 3-5 days to deliver.”

“The difficulty is the people working in their supply chains understand it, but their marketeers don’t,” he added.

Amazon Prime ‘free trial’ advert, banned

March 4th, 2015 2 Comments By Mof Gimmers

amazoninstant Amazon Prime free trial advert, bannedThere was a fair bit of hubbub surrounding Amazon’s Prime and how it changed from a free trial to a paid-for service.

The Advertising Standards Authority have banned one of Amazon’s adverts, which was a direct mailing advert, which offered a “free trial” of the Prime delivery service, saying that it misled consumers on the now infamous subscription fees.

So what’s the beef?

Well, the ASA’s ruling came about after their were complaints about a card that crowed about a “30-day free trial”, which wasn’t prominent or clear enough when pointing out that a paid subscription would kick-in automatically if the service wasn’t cancelled during the trial period.

In addition to that, the regulator noted that the ad for the instant video element of Prime also didn’t point out the cost of a subscription.

The letter itself said: “Dear [name], I’m sending you this letter because I want you to know that you are eligible for a free trial of Amazon Prime … Start your 30-day free trial today and watch as much as you want … That’s all there is to it …”

It did say; “Paid subscription starts automatically after free trial unless cancelled,” in the small print, and Amazon pointed out that the advert repeatedly said the “free” element was time-limited. The company also pointed out that in all occasions bar one, the word “free” was preceded by “30-day”.

The ASA weren’t having it and said: ”We did not consider that it was sufficient to include the information about the automatic paid subscription in the small print of the ad only and therefore did not consider that that information was sufficiently prominent to make clear the extent of the commitment consumers must make to take advantage of the offer.”

“We concluded the ad was likely to mislead.”

The Advertising Standards Authority concluded that this particular advert for Amazon Prime was misleading and it mustn’t appear again in its current form.

Costa coffee: now with added blood in your drink

February 17th, 2015 2 Comments By Mof Gimmers

costa coffee Costa coffee: now with added blood in your drinkIn what might be great news for vampires, others may not be so pleased to hear that a customer at Costa coffee got a load of blood in their brew.

That’s right – a customer by the name of Janine Hughes bought a latte and found that it tasted a bit weird and, on inspecting the hot beverage, found that it was mixed with some worker’s blood. It might be a simple accident, but we’ve convinced ourselves that this is some Illuminati business going down.

Hughes bought her bloody coffee from the drive-through in Swansea and, on finding some human innards in it, she went back to find out what was going on. She was told that her barista had cut his hand while doing her drink.

Now, the customer is awaiting blood test results to make sure she’s not caught anything from her contaminated drink.

And what did Costa do about all this? Well, they gave her a new brew for a start and then the area manager sent her a letter apologising about the whole incident. However, the apology letter was written in Comic Sans, which is like kicking someone repeatedly while they’re down, if you ask us.

costa blood apology1 500x357 Costa coffee: now with added blood in your drink

She’s made an official complaint to Costa HQ, but as yet, she’s not heard anything.

She said: “I drove off and took two sips of my latte and it tasted like iron. I realised something was wrong, but did not know what at the time. Then I saw blood on the inside of the lid and realised there was blood in the coffee. I was filled with horror when I realised what I had just drunk. I drove back and asked to see the manager.”

“The person who served me was mortified. But I should have been given a completely new coffee and not just a new lid. I was given a new latte in the end but I had to report it – it was too serious to ignore.”

Hughes has vowed to never again visit a Costa, after all this malarkey: “Not once have they contacted me. They have hidden behind the brand. That is terrible. I have had the worry of the blood tests. I don’t think I will ever go to Costa again. I will support my local coffee shops.”

A Costa Coffee spokesman said: “Our area manager has spoken to Ms Hughes and apologised for the distress this obviously caused her. This was an isolated incident and does not reflect our high standards of safety and hygiene.”

Feel free to make your own ‘grounds for complaint’ or something about ‘the daily grind’ here.

Should we all start invoicing buses for being late?

February 2nd, 2015 2 Comments By Mof Gimmers

Buses and trains are notorious for being late in the UK, with most people just accepting it as part of the service. However, all that might’ve changed as one lady made a note of all the late bus services and then invoiced for them successfully.

Elizabeth Thomas sent her invoice to First Buses, which totted up to £103.30 and they gave her a load of free passes.

late travel invoice Should we all start invoicing buses for being late?

She complained about a service in Bristol which had been consistently late, which she said, had been preventing her from spending time with her two children because her commute was taking longer than necessary.

“I’ve had to start leaving an hour earlier just to be sure I get to work on time, and by the time I get home I’m looking at a 12-hour day most days,” she said.

“That’s time I should be spending with my children. Is my time not valuable to First?”

Thomas looked at her Twitter and used the data she collated there, to document late buses (or indeed, buses that didn’t show up at all). She added up all the time she waited and put it into an invoice. She found that she’d wasted 11.24 hours waiting for First’s buses.

With that, she decided to charge First £9.19 per hour, which resulted in a cost of £103.30. Seeing as Elizabeth Thomas was successful, should we all start invoicing travel companies for late running services, to get some compensation or free stuff? Looks like a good idea to us.

**UPDATE**

First in Bristol got in touch to say this: “The success of this particular claim was due to the fact that there is a customer promise already in place in Bristol, which offers to pay out if a bus (in Bristol) is more than one minute early at a defined timing point, or more than 20 mins late at any boarding point, and the cause of the failure is within the company’s control. This is well publicized locally and means that there was, in fact, no need for an invoice to be submitted at all.”

All buses services across the country would do well to adopt this customer promise!

Creme Egg recipe changed – probably a Jihad plot

January 12th, 2015 6 Comments By Mof Gimmers

Cadbury Creme Eggs 300x300 Creme Egg recipe changed   probably a Jihad plotAs you may have found out, via those fantastically bright people at Fox News, Birmingham is a no-go area for people who aren’t Muslims. You didn’t hear about that? Click here to find out all about it. Just wait until Fox finds out that, nearby, they’ll find the Black Country.

Seeing as Cadbury is Birmingham, the news that the company have secretly changed the recipe of Creme Eggs, you can only assume that this is a secret terror plot to fell Britain via dissatisfied palates by horrible eggstremists.

So what’s going on? Well, the chocolate shell of a Creme Egg is now made with a standard cocoa mix rather than Dairy Milk. And you can tell. It is much sweeter than the old version, as if Creme Eggs weren’t sweet enough already.

A spokesdrone for the company said: “We tested the new one with consumers. It was found to be the best one for Creme Egg, which is why we’ve used it this year. The Creme Egg had never been called Cadbury’s Dairy Milk Creme Egg.”

“We have never played on the fact that Dairy Milk was used.”

Of course, Creme Eggs were actively good for you in the olden days, before the American company Kraft took over Cadbury’s. Kraft also stopped boxes of Creme Eggs containing 6 treats (you know, like a proper box of eggs) and reduced the contents to 5, while keeping the price the same. Naturally, chocolate fans are exggsasperated at the whole thing.

Shell-shocked. Albumental, etc. Now, we’re off for a Creme Egg omelette.

Bought Far Cry 4 for Xbox but can’t play it?

January 6th, 2015 No Comments By Mof Gimmers

xbox one square Bought Far Cry 4 for Xbox but cant play it?If you’ve downloaded Far Cry 4 for Xbox One and it isn’t working and you’re spending your time punching your joypad and screaming blue murder into the ether, you’re not alone.

What has happened is quite odd – even if you’ve paid for the game, it isn’t launching for a number of users thanks to the small matter of the game itself not being listed on the Xbox Marketplace. That’s right. The same place you bought it from.

If you check the Xbox Marketplace, you’ll find the game does show up in the searches, however, it is impossible to get at it.

Microsoft haven’t said what’s going on, but the developer - Ubisoft – have acknowledged the problem on a message board, saying “we are investigating”. Kotaku report that one customer bought the game on the day it came out, unlocked all the achievements, but can’t get back into the game thanks to an error message when trying to load it up.

At £49.99, that’s an issue not to be sniffed at. The advice here is that, if you’re thinking of buying the game, it would be wise to hold-off and let Xbox and Ubisoft sort the issues out. There’s no point forking out for a product if you can’t use it. If you’ve already bought it, but can’t gain access to the game, hang tight or complain about it all in our comments.

Did you hear the one about the restaurant who posted a picture of a non-paying family online, so everyone could mock them? You may have actually, because it happened over Christmas, but it is news to us.

In Cardiff, Burger & Lobster’s new place had a family who did a bunk without paying their bill. And so, to get their own back, the eaterie decided to shame them on their Facebook page.

burger lobster family 500x332 Restaurant shames customers who didnt pay their bill on Facebook

The post said: “To this family that walked out tonight without paying their bill, we are sure this was just a ‘mistake’ and you completely forgot, so out of the goodness of your heart please call the restaurant tomorrow to pay the bill. Thanks.”

While we think it is funny, it seems that a lot of the people who stumbled across it on Facebook weren’t. Soft gets. One disgruntled person dribbled: “People make mistakes like this all the time, especially if there is a few of them. I’ve had to go back and pay after leaving and realising. Not a very professional approach by this food chain if these customers have left in error! I don’t like the way in which you operate and puts me off ever coming into your establishment! Disgusting!”

And the hysterical shrieking wasn’t done there either. Another person left a comment saying; “Genuinely a disgrace posting this on a social media platform.”

Disgusting and disgraceful there, completely in-keeping the severity of what’s happened. Of course, a load of people thought it was funny as well, so that’s something.

Oh, and if you care at all, the family in question returned to the restaurant and paid their bill in full, which means the Facebook post worked. However, Burger & Lobster will probably go out of business now, thanks to the three people who howled in anguish at the company’s actions. A stern warning to us all.

HMRC blasted for helpline hopelessness

December 15th, 2014 No Comments By Ian Wade

TAX MONKEYS HMRC blasted for helpline hopelessness Which!!! have thrown shade on Her Majesty’s Revenue and Customs (HMRC) helpline service.

The tax helpline has been criticised in a new report by the watchdog of consumers, saying that there had been little improvement in the service since they met up in July with the Public Accounts Committee (PAC), which served them a scathing review of their lengthy waiting times and shoddiness in answering phone calls, which were costing customers £136 million a year.

The service will be in heavy demand in the next two months, as thousands will be completing their self-assessment tax returns before January 31st.

HMRC’s chief executive Lin Homer, reckons that they had been improving the service in recent months.

However, Which!!!’s report details that 29% of calls made by their members, were cut off by an automated answering system carping on about the lines being busy.

Where there were 71 instances of callers not being cut off, they were then put on hold for an average of 18 minutes, with one caller being held hostage for 41 minutes. PAC chairwoman Margaret Hodge said: “Customers of Government services should be able to contact those services easily and cheaply.”

Hopeless.

The Sun – banned from offering women as prizes

November 5th, 2014 1 Comment By Mof Gimmers

the sun newspaper 300x168 The Sun   banned from offering women as prizesThe super soaraway Sun has been asked to stop running competitions where they offer live human women as prizes.

What’s the deal? The paper ran a competition with their Dream Team fantasy football thing and said: “You’re signed up to Dream Team and for that we promise to love, adore and cherish you … You can take your Dream Team experience to the next level by becoming a Chairman and creating a Mini League. Not only do you get to hammer your mates every week, but if you recruit 10 players or more to your league you will get: Entered into a prize draw for a date with a Page 3 girl – we might even let you pick which one, so feel free to start your research now … Don’t listen to your girlfriend when she says size doesn’t matter. The bigger your Mini League is, the more prizes you can get your mitts on”.

Over a thousand complaints were submitted to the ASA, most of which said that they were offended by the prize of a Page 3 girl, saying that it was “sexist and objectified women,” and added that it was also “socially irresponsible”, what with a model offered as a prize was an incentive to gamble.

The Sun argued that it couldn’t be sexist because women played Dream Team as well as men, and that Page 3 celebrities had been connected with Dream Team promotional activity for around six years. They said they “did not use seductive, glamorous or inappropriate images in their promotional emails or on their website.” They also stated that women were not the only prize on offer.

However, the ASA upheld the complaints, saying that pay-to-play fantasy football games were regulated by the Gambling Commission and were a competition that “effectively involved a bet on the outcome of a series of uncertain sporting events.”

The ASA said: “We understood that the Sun’s male and female celebrities, including page-three girls, were involved in the Dream Team game as Chairpersons and had featured in previous promotional activities. We noted, however, that the celebrities were not simply featured in the promotional material, but that a date with a “page three girl” was offered as a prize. In the context of the ad, we considered that to offer a date with a woman as a reward for success in the game was demeaning to women and objectified those offered as prizes. We also considered that the wording “we might even let you pick which one, so feel free to start your research now …”, further enhanced the impression that the women were simply objects to be selected at the whim and enjoyment of the winner, and had no choice in the matter themselves.”

“Because we considered that the email presented the women as objects to be won, we concluded that it was sexist, offensive and socially irresponsible.”

The ad must not appear again in its current form.

Of course, there’s been other issues surrounding The Sun’s Dream Team, with many complaining that they were signed up and charged for Sun+ services without their knowledge.

Argos website can’t cope with Christmas rush

November 5th, 2014 No Comments By Mof Gimmers

argos logo Argos website cant cope with Christmas rushIf you’ve been trying to buy a load of Christmas presents from the Argos website this week, you may well have noticed that it has been a problem-fest, causing customers a huge pain in the rear.

Last week, the site went offline to all customers following a revamp, however, problems have persisted and a lot of people are well and truly persisted off with the whole thing.

The site was down again yesterday evening (November 4th) and obviously, people took to Twitter and Facebook to vent spleen.

An Argos spokesperson had to do a statement about their website: ”Following planned maintenance to our website and apps, we have been experiencing some technical issues which means customers may have limited access to our website at intermittent periods.”

“We are really sorry for any inconvenience caused. Serving customers is our absolute priority and are pulling out all of the stops to fix the problem as soon as possible.”

Some people have been getting an error message which says: “We’re currently experiencing a very high volume of visitors to our website.” However, with the festive period imminent, customers aren’t happy at all, wondering whether their orders have been completed or not.

 

argos fault website 500x290 Argos website cant cope with Christmas rush

Bus driver goes crazy in Liverpool

November 3rd, 2014 2 Comments By Mof Gimmers

Catching a bus is trying at the best of times, what with them being largely grotty affairs with drivers who are a bit too generous with the brakes when you’re stood up and set off before you’ve even got to your seat.

Well, how about bus drivers going on mad rants and squaring up with you and telling you to ‘shut your face’? We suspect a few Bitterwallet readers might have given this fella a smack.

In Liverpool, Shea McSorley got on a Cumfybus (terrible name that) so he could get himself home. However, the driver wasn’t in a good mood. According to reports, there was a confrontation after the driver turned up his radio, sang loudly and shouted at a woman.

The driver of the bus, as you can see in the video above, said: “Shut your face – you got on the wrong bus. Shut your mouth, don’t be giving me grief.”

“You’re going to make a complaint about me? Do I look bothered? You listen to me, this is my bus.”

Naturally, the Cumfybus transport manager James Mitchell confirmed that it was all being looked into: “A driver has been suspended and an investigation is now being carried out.”

McSorley told the Echo: “The bus didn’t move for a while so I went to get off and get in the one behind, but the driver held my arm and told me I couldn’t get off. He made out like it was a joke and I didn’t want any trouble so I sat down.”

The driver then started playing music loudly and shouted at a woman. McSorley continued: “He was driving oddly and he shouted at a lady who was getting on with two little children. It just didn’t seem right. When I complained he told me to get off the bus. He came down the bus to confront me, which I filmed on my phone. It was frightening – I didn’t know what he was going to do next. I told him I have epilepsy and I was worried the stress could bring on a seizure but he wouldn’t listen.”

McSorley said he then tried to get off the bus, but of course, the driver (allegedly) refused and he had to press the emergency door release button before legging it.

Walmart says sorry for ‘fat girl’ costumes

October 28th, 2014 No Comments By Mof Gimmers

Supermarkets and big businesses aren’t best known for their tact, so it comes as no surprise that Walmart is apologising for something they’ve done.

On the retail behemoth’s site, you could access an area in the Halloween category called ‘Fat Girl Costumes.’ Obviously, they’ve deleted it now, but not after it was swiped and screengrabbed and everyone kicked off about it.

B1CPOg6IYAAC0fw 500x244 Walmart says sorry for fat girl costumes

Basically, the collection of outfits was aimed at plus-sized women who, when we last checked, didn’t like being referred to as ‘fat girls’.

Walmart, of course, tweeted an apology: ”This never should have been on our site. It is unacceptable, and we apologize. We worked quickly to remove this.”

How to fix Apple’s crashtacular iOS 8

September 24th, 2014 10 Comments By Mof Gimmers

sad apple logo How to fix Apples crashtacular iOS 8You may have noticed that there’s been a LOT of complaining about Apple’s new iOS 8, with people pointing out that Apple things don’t ‘just work’.

Apps have been having all manner of issues with the new update and users have been crying over a variety of snags that have made they iPhone and iPad experience the kind of thing that provokes frustrated tears, rather than zen-like calm.

It turns out that iOS 8 crashes more than iOS 7 too, which is no use and, of course, Apple fans have been running to Apple support forums and the App Store to vent their spleen.

One user said on the forums: “After I’ve upgraded to iOS 8, one of my favourite apps no longer works. It opens and then immediately closes. I’ve tried opening it at least 15 times and the same thing happens.” Others have been having issues with iTunes and the Facebook and Dropbox apps.

If you have an older iPhone, you are much more likely to run into trouble, which isn’t a surprise, but it is annoying if you own one.

So what to do next? Here’s some things to try if you want to fix some problems brought about by iOS 8.

Not Enough Space to Install

iOS 8 is a big old update and the download size can be as high as 2GB and needs a minimum of 5GB of free space on your device to update. One way around this is to move all your data on to a computer or to cloud storage (make sure your nudes are safe though, eh?) or, if you prefer, you can use iTunes on a computer to download the update, so the update is stored on the computer rather than your device.

WiFi Issues

Some users have said that they’ve been having bother with their WiFi connectivity after the update. Go to your settings, select Privacy, then Location Services, followed by System Services. There, disable WiFi Networking. This doesn’t switch your WiFi off, all it does is disables the setting that seems to be tripping up your connection speeds.

Battery Drainage

There’s a whole host of reasons why your battery might be dying on its arse after the iOS 8 update. We’d tell you how to fix it, but we can’t do better than the incredibly thorough iPhonehacks guide to save your battery’s power. Click here and see advice on what to switch off and more, to maximise your battery life.

Predictive Text

A lot of users are finding that the predictive text add-ons in the default iOS keyboard are slowing you down. Of course, Android users have had predictive text for years now, but if you’re an Apple user who hates it, then you can switch it off. Go to Settings > General > Keyboard – turn off ‘Predictive’.

Access Pictures From The Camera Roll

The Photos app has been upgraded in iOS 8, however, you may have noticed that there’s no section called ‘Camera Roll’. The section has been removed, but don’t fret, your photos are still on your device. Now, they are all grouped together under the Photos section and to get at your old photos, go to ‘Photos’ and choose to view them as collections, years or moments. Scroll through and you’ll see all your old snaps.

BendiPhone

Have you seen the reports saying that the new iPhone 6 is bending in people’s pockets because it is such a flimsy piece of crap? There’s nothing we can do about that. Maybe wrap the whole thing up in gaffer tape and hope for the best?

EDF to pay out £3 million in compensation

August 22nd, 2014 No Comments By Mof Gimmers

EDF 280 549370a EDF to pay out £3 million in compensationEDF Energy have been gits and Ofgem has slapped their legs by ordering them to pay £3 million in compensation to benefit “vulnerable customers” after they’d been found guilty of breaching complaint handling rules.

The investigation followed an increase of more than 30% in the levels of complaints recorded by the company during the the introduction of a new IT system in 2011.

Ofgem found that, between May 2011 and January 2012, EDF didn’t have sufficient or correct procedures in place to adequately deal with, process, record and receive, all complaints in accordance with handling rules.

In English, that means customers had unacceptably long waiting times when calling them to tell EDF they are rubbish.

And if you wanted them to follow up your complaint, that wasn’t happening either.

When customers finally got through, EDF didn’t even make a record of all the required details for the complaints. Basically, customers may as well stuck their hand out of the window and tried to finger the moon.

Sarah Harrison, Ofgem’s senior partner for enforcement, said: “EDF Energy failed to have sufficiently robust processes in place when they introduced a new IT system and this led to the unacceptable handling of complaints. Their commitment to putting things right and paying £3m to the Citizens Advice Energy Best Deal Extra scheme and the Plymouth Citizen Advice Bureau’s Debt Helpline to benefit vulnerable customers is a step in the right direction to rebuilding consumer trust.”

EE will let you jump the queue for cash

August 15th, 2014 6 Comments By Mof Gimmers

EE 4G cities 229x300 EE will let you jump the queue for cashEE has introduced a queue-jumping service, which allows people phoning them up to join a “priority” queue for 50p.

As you can imagine, there’s a lot of people moaning about it.

When you phone EE’s customer service line, an automated message offers callers the chance to jump the queue into a “priority” queue. Customers already have to pay to call the provider at certain times of the day, so some think it’s a bit rich they should be asked for more.

Most of the outrage is on social media, with one disgruntled customer spouting off: “As an already paying @EE customer, why should I have to wait longer for help because someone else with no patience can pay [to] jump the queue?”

Another spat: “I have been a customer of [T-Mobile and] @EE for 10 years now. The call jump system they want to introduce is disgusting. I’ll be off to O2 then.”

Talking to the Inquirer, an EE spokesperson said: “EE’s goal is to set the highest standard for customer service in the telecoms sector. To support that ambition we’re investing significantly in our retail stores, contact centres and account management websites and apps.”

“We’ve already committed to returning over 1,000 roles to the UK from overseas call centres, and have already opened two new UK centres. To contribute to this and other investments in service we have introduced some small charges for certain customer services.”

What do you think? Should EE up their game so they don’t need a priority queue, or is this quite handy as it’s only 50p?