Got a phone call this morning from their customer services department, to tell me they’d processed my refund. Finally. Not in response to either of my faxed letters, but to my blog post.
Why has it taken so long? Apparently, the person I was dealing with is new, and while she processed the return of my appliance it apparently didn’t occur to her that I might like a refund.
I find that extremely hard to accept as we’d been exchanging emails, and in hers of 15 January 2014, 18:33, she offered me a refund. In mine of 15/01/2014, 20:18, I accepted. And call me picky, but new staff should be monitored to ensure they’re doing the job correctly, especially when dealing with the public, and when there is money at stake.
I sent 9 emails in total, plus two faxed letters specifically asking where my refund was** – the Co-Op, apparently, has no record of any of them. If that’s true, then someone must have deleted the emails – but why? As for the fax machine, I’m willing to bet it’s stuck in a remote corner and it’s nobody’s job to check it for received messages.
**£399, and far better in my bank account than the Co-Op’s.