Rejected - Premier One Vision Computers' bad customer service
We'd never heard of povdirect.co.uk until avid Bitterwallet reader Mike got in touch to let us know about their jaw-slackeningly bad attitude towards prospective customers. Mike noticed one of their products, advertised through Google Shopping, was at a enticingly low price - so like all frugal-minded shoppers, he ordered it. Subsequently the order was cancelled, and an off-key email from povdirect.co.uk arrived:
Dear Valuable customer ,
Sorry we have a pricing error its missing the 3 ie £315 not £15 as we are sure you are away, this order have been made void, and futher order[sic] will not be accepted from yourself.
Premier One Vision Computers Ltd
Cancelling an order because of the retailer's error is commonplace, but banning a customer from placing another order because of their mistake? Mike sent a short reply back:
Very succinctly put. May I advise you to check your pricing in future rather than wait for customers to flag up your mistakes?
A terse reply, although admittedly one to news of a cancelled order and being banned from the site. Would Premier One Vision Computers be the bigger man? No:
With over 100,000 products occasionally errors do happen, but likewise perhaps before you had put an order through for under £30 you could had called to check, either way we reserve the right to accept or reject orders.
And the fact you ordered obviously knowing the price to be incorrect effectively prevents you ordering from our store now or at any future time, and you did not flag up this mistake, you placed an order possibly hoping that it would have shipped unchecked, unfortunately for yourself every order is 100% checked, at 3 manual levels, and we have a 0 failure rate.
Bloody hell. Reader Mike is looking considerably less than the "valuable customer" he was at the beginning of the email rally, but to his credit he replied succinctly:
Hi, thanks for your reply.
I actually came across your link through the Google Shopping search and as there were numerous other websites selling the same or similar products at relatively similar prices (though not the same) I had presumed that the very low price was down to perhaps a clearance or some other similar event. Not entirely inconceivable.
The reason I opted for your site was not down to the price (many of your competitors listed the same product at a lower price), but the design of the site itself. I'm guessing that in future I should be checking for customer service reviews.
I'm now guessing that your site is an aggregator, so may I suggest you vent your displeasure at the feed provider and not the customers?
A calm, assured, non-threatening reply - it doesn't seem like an unreasonable response from the customer. So if you were the retailer, how would you reply, bearing in mind the mistake was that of somebody other than the prospective customer who wanted to spend money with you? That's right!
Date: Mon, 6 Sep 2010 14:43:35 +0100
From: [email protected]
*****WE ARE SORRY BUT YOU HAVE BEEN BLOCKED FROM CONTACTING THIS NETWORK*****
Congratulations to Premier One Vision Computers and povdirect.co.uk for the worst example of customer service we've seen in quite some time.