Hi Jumpsuit,
I have had similar problems. I ordered a 4K TV a couple of months ago, and the money left my account on 13th April. I knew there was an initial delay in it being sent out, and that was no problem. I then received an email to say it would be delayed due to ‘low stock’ which again I accepted, though frustrating. Time passed and on 27th May I received a text alert to say my TV was being delivered by UKMail that evening. I waited and nothing came. I assumed it would arrive the next day, nothing again. I contacted Sony on the Friday morning and was told it would come that day. I received another alert to confirm and so arranged to leave work early to make sure I was home. Nothing came. I rang that evening and was assured it would arrive tomorrow (Saturday) which meant I stayed home all day on a weekend and yet again, nothing. Monday came and UKMail rang and said it would now be Tuesday, so I had a family member stay home all day for it, nothing came. I rang several times to UKMail and they promised to call back each time, but never did. I called and emailed questions and complaints to UKMail over several days, but never got a real answer to where my TV was and just receive a ‘Resolved’ email back shortly after submitting the complaints forms. It was now near two weeks since the first text alert for the non-existent delivery and I contacted Sony, as UKMail were simply useless. Sony seemed concerned and said they’d call me back within 24 hours to give me the details of how it’s being resolved. No call. I received a call from UKMail to say they’d sent it back to Sony as they’d requested it back, and I was glad I didn’t have to deal with UKMail again. I rang Sony the next day to get an update but they said they’d tried to contact UKMail, but had no response, and had not asked for the TV to be returned. I gave it a couple of days and rang Sony again and the TV had not yet arrived back. I asked could they send out a different one now and keep the other when it was returned, and I was told this would be requested, but unlikely, though they would leave a not to make sure the returned one would be sent out as soon as it arrived back. Nothing for a couple of days so a call was made again, and Sony said they had received it, and it would be sent out soon, and I’d get a call back the next day regarding compensation. No call. I called again, they said on the Wednesday (3 weeks after original delivery) that it would now be delivered the following Monday, that I would get a call again the next day, and that all they could do was offer a £50 voucher to spend at Sony. The TV is supposedly coming via UKMail.
The whole experience of dealing with UKMail and Sony over this seemingly simple task has been frustrating, time consuming, I lost a day of my weekend, a day for a family member, and there’s a cost each time I’ve called. I’ve still not received the TV and have no faith it will even come on Monday as UKMail are the worst company I’ve ever come across to deal with and constantly give false information. My ‘compensation’ will likely be unused (probably why it’s done) as no doubt whatever I used would be undelivered by this terrible delivery company, and Sony have also been very unreliable with contact and returning calls they promised.
Sorry for the ‘rant’ but I really want to be able to submit a full story of how many times I’ve tried to contact and the effort, time, cost and overall disappointment I’ve been subjected to with this, still unresolved order.
Are you able to point me in the direction of doing this or able to escalate it further than I have been able to?
Cheers
Paul
