Waterfall Jacket & Camisole or not as the case may be!

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ceejayblue

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Sep 8, 2008
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A few weeks ago I was watching one of the fashion shows and like a waterfall jacket that was being shown with a camisole. On screen it was being shown as two separate items but when I went on line it clearly stated it was a set for £19.99! Bargain I thought! I then rang the call centre to check and was assured that it was a set of a jacket and camisole. So, I sent of my order on line and waited.

When it arrived there was only the jacket! I checked the website and it still clearly showed a set so I emailed them and inlcuded a screen print of the details. It has taken two weeks for them to get back to me to say that it isn't a set and if I want I can call the call centre and return the item! That can cost a lot of money when they keep putting you on hold. Anyway, I looked on the website again, and there it was still showing as a set! I've sent another email to them with another print off and said that as my contract with them was to buy the set from the website that I want my camisole by return.

Not holding my breath that I will get anywhere but I'm really tempted to go to trading standards over it all.

The item no. is 144920 and is still there!

Chris
 
A few weeks ago I was watching one of the fashion shows and like a waterfall jacket that was being shown with a camisole. On screen it was being shown as two separate items but when I went on line it clearly stated it was a set for £19.99! Bargain I thought! I then rang the call centre to check and was assured that it was a set of a jacket and camisole. So, I sent of my order on line and waited.

When it arrived there was only the jacket! I checked the website and it still clearly showed a set so I emailed them and inlcuded a screen print of the details. It has taken two weeks for them to get back to me to say that it isn't a set and if I want I can call the call centre and return the item! That can cost a lot of money when they keep putting you on hold. Anyway, I looked on the website again, and there it was still showing as a set! I've sent another email to them with another print off and said that as my contract with them was to buy the set from the website that I want my camisole by return.

Not holding my breath that I will get anywhere but I'm really tempted to go to trading standards over it all.

The item no. is 144920 and is still there!

Chris

Two great pieces for one price....Demand the set or your money back, and that includes all the postage and packaging and a little bit more to cover all the phone calls you've had to make. Good luck, don't let 'em get away with it!
 
You could give Consumer Direct a call, they're always very helpful

How can they say it's not a set when it clearly states it is on their website? :confused:

They're a joke.....

The cuisinart food processor last night was being offered with a free toaster worth £100 for the first orders. What's the chances of receiving the toaster I wonder, even if you were order No.1? :rolleyes:

Mind you, the way they work, you'd probably receive the free toaster and not the food processor :rolleyes:
 
You could give Consumer Direct a call, they're always very helpful

How can they say it's not a set when it clearly states it is on their website? :confused:

They're a joke.....

The cuisinart food processor last night was being offered with a free toaster worth £100 for the first orders. What's the chances of receiving the toaster I wonder, even if you were order No.1? :rolleyes:

Mind you, the way they work, you'd probably receive the free toaster and not the food processor :rolleyes:

Took Mommabear's advice and emailed Consumer Direct. They think there is a case for Trading Standards to investigate and they have raised a case! In the meantime I'm still trying to get a written response from IW about what they intend to do about it. They don't answer emails so now I'm going to send a special delivery letter and see what they say.
 
Still not resovled? That's terrible! Hope you've got some printed evidence of their "special offer"..don't let the matter drop! Glad to hear trading standards are on to them..keep us posted!
 
Yes, I've got screen prints of the items that are still on the website! I've kept copies of all the emails and will forward them to trading standards. I wouldn't normally make a huge fuss because on screen they were only selling the jacket and I wanted it what ever but its just the principle of the thing. Having seen it as a set on the website and getting confirmation from the call centre that it was a set, that's what I want - a set!

I'll let you know how things go.
 
How on earth can this company be allowed to keep trading when they clearly continual to break the law?!

I sincerely hope that you get this resolved and thank goodness you did raise the issue with Trading Standards. If everyone who has a complaint did this perhaps IW would be made to have a re-think and do some company "Spring Cleaning"! It's the only way, I think, that the company can survive.
 
Latest update on the saga that is the waterfall jacket and camisole! Every email I send gets a reply of either send the items back or as you haven't received the jacket and trousers please complete the non received form attached!

They just don't read my emails properly! I've now written a letter and enclosed copies of all my emails to the head office but again not holding my breath for a prompt reply!

My local trading standards are now involved and are contacting the Peterborough office to see if they can do anything.

All I want is the camisole, nothing else or at least an acknowledgement that they were wrong to advertise it on the website for so long (its now been removed!).

I'm just so fed up with it all but I'm not giving up, its the principle of the thing! They had it on the website as a set, I ordered it and I want it!
 
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Argey x
 
Trading standards ? you seem to have given them enough time and chances to get it right
 
Sorry , misread your post , hope trading standards get you the outcome you want
 
I've come to the definite conclusion that IW customer service centre do not actually read the emails that I send them. Onced again they have responded to my queries and requests with another email saying I can return the items for a refund or a replacement! I don't want a refund, or a replacement, I just want the camisole!!!!

I have not had a reply to my letter (sent with copies of previous emails) that I sent on 2 April (proof of posting kept!) and they just seem to keep sending the same email over and over again.

I am so frustrated, Trading Standards haven't got back to me yet so I am going to contact them again on Tuesday. It is all so simple in my view, they offered me (via the website) a jacket and camisole set, I ordered it, paid for it and they did not send the complete set. So just send me a camisole, I'd even accept one that isn't identical to the one in the offer it would solve the situation. It is there continued avoidance of answering my questions directly that really gets me.

The emails are all signed off by people from the call centre in India and it is just so frustrating that even their emails follow a script! I have now found some direct line numbers and will be calling them next week to see if this matter can be resolved.

What really annoys me is that I've been buying things from IW for a couple of years now with no problems at all and have been very happy with what I've bought so far. But this is certainly making me think twice about ordering again.
 
CJ I have found that if you send them lots of e-mails thye never reply, but if you send them one and wait 7-10 days you get a reply, it's almost like if you send more than one you end up being ignored.

What is it with IW this is such a simple thing to resolve good luck CJ!
 
I've come to the definite conclusion that IW customer service centre do not actually read the emails that I send them.

I'm sure some companies like ebay don't actually employ humans to do most of the customer service email replies.

You ask a question and an automated robot picks out the keywords in your mail and a reply is scripted (with a whole load of fluff to boot) and sent back to you. :2:

If you reply, the keywords it picks out will be the same, which is why you end up with the "head bang wall" feeling that no-one is actually reading your mail - they aren't!! :12:

The only consolation I get is to send them a mail with a load of unrelated word in it to relieve my frustration. The robots don't seem to be able to cope with swearing or colloquialisms. Try sending a mail with Dolmio, cheese on toast, grass cuttings, shoeshine polish and loads of other things which don't make sense and see what comes back!

I know it doesn't solve your problem, but it might help to get the blood pressure down! :)
 
I'm sure some companies like ebay don't actually employ humans to do most of the customer service email replies.

You ask a question and an automated robot picks out the keywords in your mail and a reply is scripted (with a whole load of fluff to boot) and sent back to you. :2:

If you reply, the keywords it picks out will be the same, which is why you end up with the "head bang wall" feeling that no-one is actually reading your mail - they aren't!! :12:

The only consolation I get is to send them a mail with a load of unrelated word in it to relieve my frustration. The robots don't seem to be able to cope with swearing or colloquialisms. Try sending a mail with Dolmio, cheese on toast, grass cuttings, shoeshine polish and loads of other things which don't make sense and see what comes back!

I know it doesn't solve your problem, but it might help to get the blood pressure down! :)

Oh I know what you mean! It just seems to be they push the button that says "standard reply - no initiative needed!" When you phone them they read from a script! I'm quickly losing the will to live with all this but its the principle of the thing.

Trading standards at my local council, and Consumer Direct, think there maybe a case for IW to answer of misleading information but if they have as much trouble contacting them as I've had then its going to be a long drawn out thing. Next stop is Watch Dog!

What makes me so cross is that the clothes that I have ordered have been really a good fit and good value and I order craft stuff too which has been great. I'm not someone who complains over nothing but this has really got to me. Once they charged me for postage when it was multi buy and they said I could have the £1.80 back but I would need to phone in an order to get it! I decided not to bother claiming it as it would probably have cost me over a £1 to make the call!

Might try putting non standard words next time I email them though and see what happens.

Chris
 
Update on my problems with IW. Following Graham's recent post on the Chief Exec of IW, Mike Hancox, I emailed him last night! Today I got a personal reply from him saying that he will get the head of customer services to investigate and respond to me directly.

At last I hope things are moving and I hope to get a satisfactory outcome from it all.

Chris
 

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