Play.com terrible returns procedure - a word of warning!

Can't believe this.

Ok, before Christmas I was struggling to choose between two cameras to purchase. One just nudged it but I couldn't find anywhere that could despatch it in time for Chrimbo. So I went for option two and ordered it from Play.com.

The day I was supposed to be receiving it, I found more reviews on both cameras and realised I'd made a terrible mistake. I then embarked upon finding the better camera elsewhere. I duly did, so knowing my rights under distant selling regulations, I'd be able to return the yet to be delivered camera back to play.com.

Once the camera from Play arrived, I opened the bag, removed paper work, printed a returns from from the website (after telling them I was to return in), placed returns form in the bag and re-sealed it.

I then took it to the post office (on 21st December) and sent back via tracked special delivery. Basically I was very careful to cross the i's and dot the t's (or whatever ).

A few minutes ago I was busy doing non-work and decided I ought to check the bank to see if the refund had been issued as expected. It hadn't!

I then went to their website looking for a play.com email address or customer services phone number. I struggled so ended up googling it and finding it on a third party website (it was 0845 800 1020 by the way).

The bloke was dead friendly - asked for a tracking number - I gave it from the post office receipt bar code number and he duly announced he'd then happily refund the whole amount of £300 including return postage.

I then enquired if it was normal for me to have to phone to chase said refund, he replied "yes because we need a tracking number to prove you've sent it back".

That's got to be tosh, surely!? If he's really just issued my refund based on a tracking number, I could have posted back one of the old disposable camera's we've still got loads of from YSC ! They knew they had it back, so why not just issue the refund automatically.

All I can imagine is there's something sneaky going on where they know full well what's being returned, but are awaiting people to call to chase it. The follow-up phone call may well have been in the small print, but I never saw it.

I wonder how many people just assume the refund has happened and play never actually pay it out. Or am I being cynical?

The evidence suggests not.

Bizzare.

I thought I'd share.

If they knew you'd returned it they should refund

Read a lot of people have had their accounts hacked and orders placed since Play don't let you remove card details : **WARNING** Play.com - Advice - Digital Spy Forums

They just don't seem to be a very trustworthy site.

D

I must say I was surprised. As you guys know, price wise and delivery, they are excellent, but this is the first time I've returned something.

thank you for telling us though! now if any of us have to return items we will know to make sure it has traking and to ring them as soon as the item has been recieved by them!

thats discusting i ordered something from amazon and had to return it just before xmas
sent it off 2 days later received notification it had been refunded
i would have expected better from play.com

I had to return something recently and had exactly the same experience. Basically they will not refund you until you chase them and supply proof of postage.

I now have a Webcam that has gone dead that was bought 8 months ago. It is still under warranty however Play.com states that their return policy is only valid for 28 days and if you click on 'Return an Item' and view order history it does not allow you to select anything that has been ordered outside of that period. I may have missed it but I can't see any way of getting a return authorisation. As it's a relatively low cost item I can't be bothered to phone them to get it returned and then have to chase them later with tracking information.
From now on I will not be ordering anything of substantial value from Play.com!