When has complaining got you a great result?
Discussion
Miss Streetrod is great at writing complaining letters when she feels hard done by and on many occasions we have a got a result in return.
A classic example was when she wrote to the MD of Hagan Darz ice cream complaining about the fact that they had withdrawn her favourite Rum and Raisin ice cream from their range. Within a couple of days she got a letter back from him apologising and offering her a years worth of Baileys ice cream instead for free, Result!!!
When has your complaining paid off?
A classic example was when she wrote to the MD of Hagan Darz ice cream complaining about the fact that they had withdrawn her favourite Rum and Raisin ice cream from their range. Within a couple of days she got a letter back from him apologising and offering her a years worth of Baileys ice cream instead for free, Result!!!
When has your complaining paid off?
I bought a bottle of decent malt whisky at the supermarket and noticed that it went through the till at a higher price than the shelf edge ticket.
When I complained at the customer service desk they gave me a full refund and I got to keep the bottle too.
I was tempted to go back round...but I didn't.
When I complained at the customer service desk they gave me a full refund and I got to keep the bottle too.
I was tempted to go back round...but I didn't.
I didn't complain, but I suspect a number of people did, that the carphone warehouse talktalk mobile service was shut down with about a months notice. We were sent info on who was recommended to replace them - now with TalkMobile - but the letter stated that all credit on the talktalk mobile account would be lost.
I've since received a letter from carphone warehouse advising me that my credit from my talktalk mobile account would be transferred against the landline and broadband bill that I get every month. I reckon as I paid £10 a month for 2years for a phone I hardly used, I should get at least £100 credit against my broadband bill. Result!
I've since received a letter from carphone warehouse advising me that my credit from my talktalk mobile account would be transferred against the landline and broadband bill that I get every month. I reckon as I paid £10 a month for 2years for a phone I hardly used, I should get at least £100 credit against my broadband bill. Result!
Building the kitchen, they buggered up the delivery (missing a panel and a cooker!), phone call and a letter, got the delivery refunded, the bits they had missed out the next day by a special delivery guy, managed to return all the extra panels the "salesman" added to the quote and a nice refund on top. Initial order £1500, kitchen fitted for £900. Made for idiots...
Went to a high street shoe shop with my 3 month old falling apart shoes, they told me they couldn't do anything. After alot of chasing about, and 4 months, also sending the shoes off to be evaluated, I got a voucher for half the cost back (the guy argued, and I agreed, I'd had 9 months of use out of them by this time, albeit falling apart for 6).
Another shoe one. Lady in shop told me I COULD get a refund if I brought them back without wearing them outside. (I have abnormal shaped feet, so not many fit well). Took them back and they rubbed like hell, no refund offered. Went to an other store, no refund, this guy phoned the original branch, of course I'M the lier and hid staff would never have said that, I took the store credit as I was running out of the 30 days. 1 Letter to head office and the voucher was void and the cash refunded to my account.
Fridge broke, engineer our 3 times, every time telling me its fine to use the fridge/freezer. Stocked up on food each time. Never froze so went off. Got a cheque back for all of the food, a new freezer from a local shop (plus upgrade) and £90 as an apology. Some of the food was ok, as we ate it within days of buying.
Phone company offered me a stonking great deal on the phone, I asked for it, but it never got sorted. Phoned back, apparently I should have never got offered the deal, and the phone for free. I argued the fact I ordered it there and then. They finally agreed it was their mistake for not training staff and I got the deal. Phone was crap, so it went back anyway...
Ordered a new sofa from Next, arrived 6 weeks later with a tear in the sofa. I phoned up and said I'd just paid £600 for it and I'm non too happy. They were very apologetic and sent a very good repair man over within a week. Repair fixed within 20 minutes. We then got a nice cheque for £200 for "our trouble". Didn't even need to push this one.
Crap, it sounds like I just complain. I genuinely don't do this to try and profit etc. But when a company buggers up, I'm not going to let them get away with it.
Went to a high street shoe shop with my 3 month old falling apart shoes, they told me they couldn't do anything. After alot of chasing about, and 4 months, also sending the shoes off to be evaluated, I got a voucher for half the cost back (the guy argued, and I agreed, I'd had 9 months of use out of them by this time, albeit falling apart for 6).
Another shoe one. Lady in shop told me I COULD get a refund if I brought them back without wearing them outside. (I have abnormal shaped feet, so not many fit well). Took them back and they rubbed like hell, no refund offered. Went to an other store, no refund, this guy phoned the original branch, of course I'M the lier and hid staff would never have said that, I took the store credit as I was running out of the 30 days. 1 Letter to head office and the voucher was void and the cash refunded to my account.
Fridge broke, engineer our 3 times, every time telling me its fine to use the fridge/freezer. Stocked up on food each time. Never froze so went off. Got a cheque back for all of the food, a new freezer from a local shop (plus upgrade) and £90 as an apology. Some of the food was ok, as we ate it within days of buying.
Phone company offered me a stonking great deal on the phone, I asked for it, but it never got sorted. Phoned back, apparently I should have never got offered the deal, and the phone for free. I argued the fact I ordered it there and then. They finally agreed it was their mistake for not training staff and I got the deal. Phone was crap, so it went back anyway...
Ordered a new sofa from Next, arrived 6 weeks later with a tear in the sofa. I phoned up and said I'd just paid £600 for it and I'm non too happy. They were very apologetic and sent a very good repair man over within a week. Repair fixed within 20 minutes. We then got a nice cheque for £200 for "our trouble". Didn't even need to push this one.
Crap, it sounds like I just complain. I genuinely don't do this to try and profit etc. But when a company buggers up, I'm not going to let them get away with it.
Edited by illmonkey on Tuesday 13th October 12:58
Lefty Guns said:
Architectural subbie demanding £50k to close an account, I "complained" and they ended up paying us about £7k.
I was just a 21 year-old green QS back then too
I was just a 21 year-old green QS back then too
got a complaint from a contractor saying I'd unfairly edited his valuation so I went to his office and we spent the day going through his invoices with a fine tooth combthe net certifyable amount went from £50k to -£241k
Just this morning.
Sent my Oakley Halfwire XL glasses back to them for repair. A crack had appeared in one of the lenses. Long time out of warranty (6 years or so!) but the crack started under the frame so couldnt be user/owner error. Original quote was £90 to replace both lenses (get done in pairs apparently). I quibbled this, stating manufacturing defect. Got it down to £47.
Paid this and they got sent back to me. One of the lenses was not fitted properly. Sent them back, kicked up a stink about postage costs, expensive glasses should be fit for purpose, Quality Assurance guy needs a kicking, lack of manufacturing quality etc. Got a free Oakley hardcase and postage costs refunded.
Hurrah
Other examples have been at Tesco. Picked up a bottle of Plymouth Gin. Mispriced on shelf so got the bottle for free. Unfortunately only had one in the basket...
Last Minute - hotel in Italy was s
t so got a 50% refund. This took ages, they dragged their heels and were complete aholes to deal with, and I feel we should have got more of a refund but still a partial success.
Tesco petrol station - pump didnt cut out and, at full tilt, overfilled my car out onto my suit leg. Attendant came out and tried to give me st for "not paying attention". Got her name and reported her and the faulty pump to Tesco. Got a refund on dry cleaning bill, and £10 Tesco moneycard.
I have plenty of other examples, but cant remember off the top of my head. I keep a copy of all my complaint letters because often they can just be modified to suit another situation when it inevitably arises.
Sent my Oakley Halfwire XL glasses back to them for repair. A crack had appeared in one of the lenses. Long time out of warranty (6 years or so!) but the crack started under the frame so couldnt be user/owner error. Original quote was £90 to replace both lenses (get done in pairs apparently). I quibbled this, stating manufacturing defect. Got it down to £47.
Paid this and they got sent back to me. One of the lenses was not fitted properly. Sent them back, kicked up a stink about postage costs, expensive glasses should be fit for purpose, Quality Assurance guy needs a kicking, lack of manufacturing quality etc. Got a free Oakley hardcase and postage costs refunded.
Hurrah
Other examples have been at Tesco. Picked up a bottle of Plymouth Gin. Mispriced on shelf so got the bottle for free. Unfortunately only had one in the basket...
Last Minute - hotel in Italy was s
t so got a 50% refund. This took ages, they dragged their heels and were complete aholes to deal with, and I feel we should have got more of a refund but still a partial success.Tesco petrol station - pump didnt cut out and, at full tilt, overfilled my car out onto my suit leg. Attendant came out and tried to give me s
t for "not paying attention". Got her name and reported her and the faulty pump to Tesco. Got a refund on dry cleaning bill, and £10 Tesco moneycard.I have plenty of other examples, but cant remember off the top of my head. I keep a copy of all my complaint letters because often they can just be modified to suit another situation when it inevitably arises.
illmonkey said:
Building the kitchen, they buggered up the delivery (missing a panel and a cooker!), phone call and a letter, got the delivery refunded, the bits they had missed out the next day by a special delivery guy, managed to return all the extra panels the "salesman" added to the quote and a nice refund on top. Initial order £1500, kitchen fitted for £900. Made for idiots...
Went to a high street shoe shop with my 3 month old falling apart shoes, they told me they couldn't do anything. After alot of chasing about, and 4 months, also sending the shoes off to be evaluated, I got a voucher for half the cost back (the guy argued, and I agreed, I'd had 9 months of use out of them by this time, albeit falling apart for 6).
Another shoe one. Lady in shop told me I COULD get a refund if I brought them back without wearing them outside. (I have abnormal shaped feet, so not many fit well). Took them back and they rubbed like hell, no refund offered. Went to an other store, no refund, this guy phoned the original branch, of course I'M the lier and hid staff would never have said that, I took the store credit as I was running out of the 30 days. 1 Letter to head office and the voucher was void and the cash refunded to my account.
Fridge broke, engineer our 3 times, every time telling me its fine to use the fridge/freezer. Stocked up on food each time. Never froze so went off. Got a cheque back for all of the food, a new freezer from a local shop (plus upgrade) and £90 as an apology. Some of the food was ok, as we ate it within days of buying.
Phone company offered me a stonking great deal on the phone, I asked for it, but it never got sorted. Phoned back, apparently I should have never got offered the deal, and the phone for free. I argued the fact I ordered it there and then. They finally agreed it was their mistake for not training staff and I got the deal. Phone was crap, so it went back anyway...
Ordered a new sofa from Next, arrived 6 weeks later with a tear in the sofa. I phoned up and said I'd just paid £600 for it and I'm non too happy. They were very apologetic and sent a very good repair man over within a week. Repair fixed within 20 minutes. We then got a nice cheque for £200 for "our trouble". Didn't even need to push this one.
Crap, it sounds like I just complain. I genuinely don't do this to try and profit etc. But when a company buggers up, I'm not going to let them get away with it.
Your middle name just has to be "Lucky" Went to a high street shoe shop with my 3 month old falling apart shoes, they told me they couldn't do anything. After alot of chasing about, and 4 months, also sending the shoes off to be evaluated, I got a voucher for half the cost back (the guy argued, and I agreed, I'd had 9 months of use out of them by this time, albeit falling apart for 6).
Another shoe one. Lady in shop told me I COULD get a refund if I brought them back without wearing them outside. (I have abnormal shaped feet, so not many fit well). Took them back and they rubbed like hell, no refund offered. Went to an other store, no refund, this guy phoned the original branch, of course I'M the lier and hid staff would never have said that, I took the store credit as I was running out of the 30 days. 1 Letter to head office and the voucher was void and the cash refunded to my account.
Fridge broke, engineer our 3 times, every time telling me its fine to use the fridge/freezer. Stocked up on food each time. Never froze so went off. Got a cheque back for all of the food, a new freezer from a local shop (plus upgrade) and £90 as an apology. Some of the food was ok, as we ate it within days of buying.
Phone company offered me a stonking great deal on the phone, I asked for it, but it never got sorted. Phoned back, apparently I should have never got offered the deal, and the phone for free. I argued the fact I ordered it there and then. They finally agreed it was their mistake for not training staff and I got the deal. Phone was crap, so it went back anyway...
Ordered a new sofa from Next, arrived 6 weeks later with a tear in the sofa. I phoned up and said I'd just paid £600 for it and I'm non too happy. They were very apologetic and sent a very good repair man over within a week. Repair fixed within 20 minutes. We then got a nice cheque for £200 for "our trouble". Didn't even need to push this one.
Crap, it sounds like I just complain. I genuinely don't do this to try and profit etc. But when a company buggers up, I'm not going to let them get away with it.
Edited by illmonkey on Tuesday 13th October 12:58
My best result was with last minute as well.
Booked a hotel just outside Monaco which was truly awful - as an indication I couldn't lie down flat on the bed as the room was shorter than I am, the 'wardrobe' was a bit of curtain pole mounted diagonally across a corner of the room and the only reason there were no cockroaches in the bathroom was it was too small and dirty for them. True it was the stated 500m from the sea, what they didn't mention was that most of those 500m were vertical and impassable!
Anyway, complained and got nowhere with the hotel, in fact they gleefully told me that they had my money and I could get stuffed.
I complained to L.M. and got nowhere.
I paid with Amex, I complained to them and sent the comedy value photos.
Everything back, including the money paid to L.M. for the second hotel. When questioned Amex had the view they L.M. could ask for it first.
Booked a hotel just outside Monaco which was truly awful - as an indication I couldn't lie down flat on the bed as the room was shorter than I am, the 'wardrobe' was a bit of curtain pole mounted diagonally across a corner of the room and the only reason there were no cockroaches in the bathroom was it was too small and dirty for them. True it was the stated 500m from the sea, what they didn't mention was that most of those 500m were vertical and impassable!
Anyway, complained and got nowhere with the hotel, in fact they gleefully told me that they had my money and I could get stuffed.
I complained to L.M. and got nowhere.
I paid with Amex, I complained to them and sent the comedy value photos.
Everything back, including the money paid to L.M. for the second hotel. When questioned Amex had the view they L.M. could ask for it first.
Ewan S said:
I didn't complain, but I suspect a number of people did, that the carphone warehouse talktalk mobile service was shut down with about a months notice. We were sent info on who was recommended to replace them - now with TalkMobile - but the letter stated that all credit on the talktalk mobile account would be lost.
I've since received a letter from carphone warehouse advising me that my credit from my talktalk mobile account would be transferred against the landline and broadband bill that I get every month. I reckon as I paid £10 a month for 2years for a phone I hardly used, I should get at least £100 credit against my broadband bill. Result!
The credit problem was on watchdog recently, so you could have them to thank.I've since received a letter from carphone warehouse advising me that my credit from my talktalk mobile account would be transferred against the landline and broadband bill that I get every month. I reckon as I paid £10 a month for 2years for a phone I hardly used, I should get at least £100 credit against my broadband bill. Result!
(just to add I do not normally watch the show)
About ten years ago, when I was with wife No.1, we picked up a four-pack of the (then) new Coors Ice beer. One of the bottles had a bit of a flaw in the glass that looked "a bit like a moth". Wifey had a mortal fear of moths and did actually scream when she got the bottle from the fridge for me. Cue a letter to Coors, enclosing the offending bottle. We got a very apologetic letter back and a free crate of the stuff. Sorted.
A year or two ago, my BT Broadband speed suddenly dropped to sub-dialup levels. After weeks/months of frustrating calls to "Kevin" in downtown Bombay and numerous visits by engineers, I was given the email address of a top bod at BT by someone at AVForums. One snotty email later and the problem was solved overnight. I also got a rebate of two month's Broadband rental and a big box of Thornton's chocolates. Nice.
A year or two ago, my BT Broadband speed suddenly dropped to sub-dialup levels. After weeks/months of frustrating calls to "Kevin" in downtown Bombay and numerous visits by engineers, I was given the email address of a top bod at BT by someone at AVForums. One snotty email later and the problem was solved overnight. I also got a rebate of two month's Broadband rental and a big box of Thornton's chocolates. Nice.
loltolhurst said:
best one i find is complaining to premier inn as they guarentee you a good nights sleep or all your money back - have got my money back on about 3 occasions..
I contemplated doing this last month when me and the Mrs went away. But SWMBO thought I was being daft.. Must try it next time.Audi in for a service at the main dealer, and also fix a rattle. They phone to say it needed new rear brakes. They were done. When picking it up, they said that they couldn't find the rattle (third time it had been in for it). Then looking at the bill, they had charged ne for screenwash - even though I had topped it off the previous night. I asked if there was anything else I'd been charged for they they hadn't done. I got the service - £350, and the brakes - £150 for free.
Edited by fatboy b on Tuesday 13th October 14:01
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