RGB Direct – yet another customer service failure…

Jun 27

Ben KingCustomer Service, Other , 2 Comments

So two weeks ago I ordered a new Samsung LCD TV from RGB Direct (http://www.rgbdirect.co.uk).

I should have known better when the onerous ordering system forced me to supply home phone and mobile before continuing (My only home phone line is for ADSL and fax), but I ploughed on.

I selected the free delivery because although it said delivery would take 14 days, I didn’t really need it yet, so I could wait.

The next day I got a hassling call from their logistics trying to talk me into paying for delivery so I could get it quicker, and that I would have to wait for the tv to be delivered ‘directly from the manufacturer’.

I eventually convinced them, that I was happy with the free delivery option (though I sensed I would regret it).

Yesterday they phoned me to say that delivery would be today between 10 and 6, I ensured that there was someone at the house all day. They happened to turn up while I was out with the TV, and then demanded to see the credit card I paid with (despite it being delivered to the same address as the card). The card was of course with me, so they took the TV away again. In addition they revealed how they lied to me, it was their own people delivering the TV to me rather than ‘direct from the manufacturer’, so basically their free delivery option is them delivering it whenever they can be bothered.

I phoned up to rearrange delivery and they told me that redelivery would cost me £35 – more than if I had taken their 2 day delivery option in the first place.

I just went with the, fair enough I will cancel my order… and now they are T&Cing me… (see below).

Basically rubbish, my recommendation is DO NOT USE RGB DIRECT.

—–Original Message—–
From: RGB Customer Services [mailto:service@rgbdirect.co.uk]
Sent: 27 June 2008 17:28
To: Ben King
Subject: RE: Failed Delivery Charge apply

 Dear Sir, Further to your email , please note that any failed delivery are subjectedto a charge of £35.00 for refund to process. With reference to the creditcard swipe , we always take manual verification swipe of Credit/debit cardon delivery this is completely for security reasons , we have also statedclearly on our terms and conditions  www.rgbdirect.co.uk . As you have placed order on internet , you must have seen the terms andconditions of delivery . At this stage if you wish to cancel the order ,there will be £35.00 failed delivery charge apply to your account. Pleaseconfirm accordingly and we will process the refund as per your request.   Thank you Kind regards  Customer Services Tel:  0208 478 1444Mob:0796 696 8734Fax: 0208 924 0114Email:Service@rgbdirect.co.uk