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Sarah Raven customer service

Stevo4Stevo4 Posts: 109
in The potting shed

Has anyone had problems with orders placed with Sarah Raven with the 10% GW discount?

On the 10th April I placed an order with the 10% discount  worth £68.51 plus £4.95 p&p. I received a letter dated 3rd May saying that one item priced at £5.35 was not available and a refund would be made. When I checked my bank statement no refund was listed so I called Customer Services and, to cut a story short, they checked and said there was a technical problem and it was now sorted and the money refunded which would be in my account within minutes, so I thanked them and left it at that.

10 days later the refund was still not listed so I called again last Thursday. Again I was told the refund would be sent and would show on my account within minutes. Friday I checked again, thinking something is peculiar about this. No refund was listed. Back on the phone again. This time I was told it could take up to 3days to clear. I called them 30mins ago and was told there had been a problem with visa last week and to give it another 2days.

Seems like I saved £7.64 and lost £5.35, so much for GW discount.

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  • ObelixxObelixx Posts: 30,090
    There has been a well publicised problem with Visa recently but not as far back as 3rd of May.  I suggest a polite letter explaining your problem and expressing dismay at their poor follow-up to their own letter as well as your calls.  You never know, you might get an apology as well as the refund.
    Vendée - 20kms from Atlantic coast.
    "The price good men (and women) pay for indifference to public affairs is to be ruled by evil men (and women)."
    Plato
  • Stevo4Stevo4 Posts: 109

    Thanx Obelixx, but I doubt they care enough for that. I think I will just boycott them and not order from the GW discount list.

    Good to see you again. I been missing awhile. So busy with mother in law well down the road of alzheimers. There are some funny times though. She said, "oh, I didn't kow you had ducks!".....it was 3 collared doves eating the seeds dropped by the tits. Made me chuckle though.

  • DovefromaboveDovefromabove Posts: 88,147
    Stevo4 said:

    Thanx Obelixx, but I doubt they care enough for that. I think I will just boycott them and not order from the GW discount list.

    Good to see you again. I been missing awhile. So busy with mother in law well down the road of alzheimers. There are some funny times though. She said, "oh, I didn't kow you had ducks!".....it was 3 collared doves eating the seeds dropped by the tits. Made me chuckle though.

    Bless her ... at least she'd managed to recall that they were birds of some kind ... Ma knew I was someone important ... so decided I was the family solicitor  :(

    I've always found Sarah Raven customer service to be exemplary ... I'd give them another chance.  It sounds like a banking issue rather than something totally within SR's control. 

     :) 

    Gardening in Central Norfolk on improved gritty moraine over chalk ... free-draining.





  • LynLyn Posts: 23,190
    Put it on face book Steve, they’ll shift themselves then. 
    Gardening on the wild, windy west side of Dartmoor. 

  • wild edgeswild edges Posts: 10,497
    I'm becoming convinced that it's a common company stratregy now to string refunds out and hope people give up chasing. It's often not worth your time repeatedly chasing small refunds so they get to pocket the ones that people can't or won't chase. In the last week I've had to chase:

    Car insurance due to an automatic renewal that I didn't authorise. They promised a full refund.
    Amazon for automatically signing me up to Prime. They apologised and promised full refund.
    First Direct for unreasonable overdraught charges (due to above unexpected bills). I was told they'd waive the fees.
    Sony for their website not working so I can claim cashback. I was told to keep trying.

    None of those refunds have yet been issued.

    Last month Amazon charged £12 onto my credit card with no reason given. After spending a long time chasing though customer services and being passed to their American team I still didn't get a proper answer so I had to get my credit card company to take the money back. Just trying to find a contact number for Amazon was hard enough.

    So my advice is to go to your credit card company next rather than keep chasing the refund through customer services.
    If you can keep your head, while those around you are losing theirs, you may not have grasped the seriousness of the situation.
  • Stevo4Stevo4 Posts: 109

    Well I've never had a problem before but this seems to be going on longer than a tv soap. Face book sounds good though.

    Dove. I know what you mean. At least I know who to call for legal advice. Another mildly funny one was when I gave her lunch and she pointed to the veg, meaning what's that, so I reminded her it was asparagus, "oh yes...asparagrass!

  • DovefromaboveDovefromabove Posts: 88,147
    Ah!  At least her long term memory's ok  ;)  

    https://www.collinsdictionary.com/dictionary/english/sparrowgrass 

    Gardening in Central Norfolk on improved gritty moraine over chalk ... free-draining.





  • LynLyn Posts: 23,190
    Dove, I know it’s not really a laughing matter, but I thought it quite funny when you told your mum that you’d dad had died and she said she didn’t even know he was married😀
    Gardening on the wild, windy west side of Dartmoor. 

  • Stevo4Stevo4 Posts: 109
    Edges, that's strange about amazon. My OH had the thing with prime. I'll ask how she got along with it. (shame on me for not asking her)
  • DovefromaboveDovefromabove Posts: 88,147
    edited June 2018
    Re Amazon Prime ... if you have the trial free month you must remember to cancel the automatic payment before the month is up, otherwise by accepting the free month and not cancelling you've given authority for them to take the payment.  I cancelled mine yesterday  ... the month is up on the 7th.  I set a reminder on my iPhone to remind me to do this each time I take up the free month and they've not trapped me yet  ;)

    Gardening in Central Norfolk on improved gritty moraine over chalk ... free-draining.





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