I've been aware of Richer Sounds from the hotukdeals.com website and wishing to buy a smart TV, decided to order on January 25th 2015 (Sunday) a mid-range Samsung model online, noting I could have walked into any of about 8 of their shops on the mainland and picked one up. However I live in Cowes, Isle of Wight, so chose for it to be delivered (free) and noted 3 delivery days were highlighted on the relevant page of the ordering process though curiously, it was not possible to select which day (unlike eg Sainsbury's). I noticed on the order acceptance email, a link to monitor the delivery process from a company called Aramex (turns out to be a separate company though unsure whether Richer Sounds is their only client). On the morning of the 26th the online screenshot looked thus:
Exactly a week later (February 2nd) the track showed no movement!
See the date stamp bottom right!
Interaction with the company about the delivery started on Tuesday 27th when I emailed them about the "out for delivery" status thinking the TV might be delivered any minute! I received an email reply promising a phonecall the next day (Wed) but none came. I then sat hoping for delivery for each of the 3 day original slots (Wednesday 28th, Thursday 29th and Friday 30th) but there was no sign of delivery. On the Saturday (31st) I phoned Richer customer services (CS) who advised that Aramex don't work over the weekend and that I would get a phone call on Monday 2nd February.
I then composed a letter to the owner, Mr Richer in London detailing my experience to date. I await a response.
I phoned Richer CS on Monday 2nd at 12 noon and expressed my disgust at the broken promises and lack of communications. A while later, I received a call from the courier to say that Thursday 5th Feb was the earliest they could deliver. I stated that was ridiculous and that they should rethink and ensure the TV was delivered on Tuesday 3rd. I then had a call from the courier to say they had been trying to contact me from last Wednesday 28th (total lies) and they must have had an incorrect phone number! I then checked my Richer online account and it does have the correct contact details!
A new promise was then made (late Monday 2nd) that the TV would be delivered on Tuesday 3rd. On the Tuesday morning I then had a call from the courier that their plans had been thrown by bad weather (a few snowflakes was all we had on the IW) and that I should get the tv in a "few days". Furious, I called CS immediately.
I contrast this experience with ordering a new iPhone 6 from Applestore last November when the online UPS tracking followed the phone from Shanghai to Hong Kong and at 6pm (local time) was put on a cargo plane arriving in Frankfurt at 5am the next morning, then to East Midlands airport by 9am the same morning and couriered by UPS to a workplace address by 1 pm that lunchtime! So half way round the world and delivered in 20 hrs or so!
Richer Sounds have a glossy website which oozes "customer service" but the reality seems to be quite different. Their CS staff seem pleasant enough but make promises they don't keep. Perhaps I have been unlucky! However I've seen enough to believe this is not a one-off. I'll use John Lewis in future!
Meanwhile I've had no update on when I will get the TV- that's 9 whole days since ordering a TV that's in stock!
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