I've just spent a very frustrating 10 mins trying to sort out an issue with customer services.
Yesterday, I was watching TJC Choice, and saw a bag and scarf that I really liked. It was free P&P, so I popped it in my basket and went to check out, only to find postage had been added. I rang to sort it out only to be told it wasn't in my basket and had sold out.
I waited for an hour and checked the missed it line and there was one available, so I put it on my basket only to find I now had 2, and £4.95 postage. By this time, CS were gone, so I had to wait till this morning.
I checked this morning, and they were still in my basket, so I removed one, and waited till 9 to call CS. I explained to the man what'd happened, and it was obvious he didn't understand what I was talking about. I told him it was a free P & P on Choice yesterday, and he thought I'd bought a web item which didn't qualify.
After a frustrating time explaining, he agreed to complete the order without P & P, but thought he was doing me a favour. I told him if the free postage only applied if you rang in, they should make it perfectly clear on screen, otherwise they're misleading people.
I'm sure that orders placed by phone or web were free P&P, and he'd got it completely wrong.
I think, despite my explaining that the item had actually been on air, that he was under the impression it was a web deal, rather than bought via the web, and no amount if me telling him it wouldn't be on the missed it line if it hadn't already been on air, could convince him. It was particularly annoying that he said he'd 'let' me have the free P & P for my inconvenience!