Play.com: fair play on replacing defective/damaged items
While most customers seem very pleased with Play, thanks to their kick ass prices, others have raised issues with replacing damaged/defective goods on time issues with obtaining refunds on postage costs.
So as a followup to our previous post on damaged goods in transit from Play.com, we decided to speak with the Play team. Here is a summary of what their super friendly customer service team informed us:
2. Royal Mail handles Play items under £40 (as a general rule). Their standard delivery time is 3-5 working days, but RM's rules is to wait 21 days before handling items. This is why if goods do not turn up within the advertised 4 days, you are told by customer services to allow 21 days for it to arrive.
3. Fragile packages should have been sent out in cardboard boxes directly from the warehouse. If items were not shipped out in proper packaging that it would be a 'mishandling' case. In the first instance, customers should report damaged/defective goods via phone or online. You can reach their CS as a 1st point of call (SayNoto870: 028 90921724). Play will issue return authorization details and a return address within 24 hours (or less). It may be a good idea to make copies of these.
4. Send the item with your invoice and return authorisation email for deliveries sent via RM. Customers who have not received refunds on postage costs involved are suggested to email play. Play will automatically cover P&P in the first instance with a standard postage refund set at £1.40. This can be disputed as long as customers kept hold of their proof of delivery and receipt for higher priced deliveries. Items priced over £40 are sent via the Home Delivery Network, and Play will arrange for a collection to go out to customer.
5. While Play should be first point of call within the first 28 days, the manufacturers often could replace items within the first 6 months. Play has arrangements with manufacturers for defective goods, so past the initial 28 days, customers are advised to contact manufacturer who may directly replace their goods. Otherwise, Play will help as long as you obtain a "fault reference number" from the manuactuerer. If the item falls outside of a year, you will need a independent fault report to prove the actual product is defective/damaged.
You can also of course try the Jersey trading standards office on 01534 448160, but we would advocate doing this only if they sent you a whole chicken in a can instead of your Star Wars R2-D2 trash can. Then, feel free to make some noise.