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Direct Marketing Commission - Enforcing Higher Industry Standards

Poor Customer Service

23rd September, 2009 at 11:45am

Are you having a problem making contact with the company?

Are you have a problem with a delivery?

Are you not receiving a refund?

Do you have issues with goods that you have not received?

Making Contact

Is a company not replying to your emails?
Is a company not replying to your letters?
Is a company not returning your calls?
Is a company not answering your calls?
Have you experienced rude customer service on the phone?
Has a company kept you on hold for an unreasonable length of time?
Have you been given unhelpful or contradictory advice by a customer services agent?
Are you unable to get through to a company on the phone?

Everyone is entitled to receive prompt, efficient and courteous customer service at all times whether that be on the phone, via email or post. Companies have a duty to ensure that there are adequate administrative processes in place so that their customers can contact them easily and that they can deal with any enquiries promptly – normally within five days.

If you have been marketed directly and then experienced poor customer service such as rudeness, not having your calls, letters or emails returned or answered, being given unhelpful or contradictory advice or being kept waiting on the phone for long periods of time, you can complain to the DMC using our online complaints form .

If the company you are complaining about is not a member of the DMA, you can complain to the Advertising Standards Authority (ASA) if the matter relates to issues such as order fulfilment or use of data that are covered under their Advertising Codes or you can contact Consumer Direct for further advice.

Delivery

Has an item you’ve ordered online not been delivered?
Has an item you’ve ordered in a catalogue not been delivered?
Has an item you’ve ordered over the phone not been delivered?
Has an item you’ve ordered via the red button not been delivered?
Has an item you’ve ordered by mail-order not been delivered?
Have you had to wait an unreasonable time for an item you’ve ordered online to be delivered?
Have you had to wait an unreasonable time for an item you’ve ordered from a catalogue to be delivered?
Have you had to wait an unreasonable time for an item you’ve ordered via the red button to be delivered?
Have you had to wait an unreasonable time for an item you’ve ordered via mail-order to be delivered?
Have you had to wait an unreasonable time for an item you’ve ordered on the phone to be delivered?
Have you wanted to cancel a delayed order for something ordered online but not been given the option?
Have you wanted to cancel a delayed order for something ordered from a catalogue but not been given the option?

If you have been marketed directly and experienced any problems with the delivery of products that you have ordered, you can complain to the DMC using our online complaints form.

If the company you are complaining about is not a member of the DMA, you can complain to the Advertising Standards Authority (ASA) if the matter relates to issues such as order fulfilment or use of data that are covered under their Advertising Codes or you can contact Consumer Direct for further advice.

 

Refunds

Have you been unable to claim a money back guarantee?
Have you been refused a refund for goods ordered?
Have you been refused a refund for faulty or damaged goods?
Do you think you are entitled to a refund for goods ordered online?
Do you think you are entitled to a refund for goods ordered via the red button?
Do you think you are entitled to a refund for goods ordered on the phone?
Do you think you are entitled to a refund for goods ordered in a catalogue?
Do you think you are entitled to a refund for goods ordered via mail-order?

If you have not received goods that you have ordered and a substitute has not been provided, you are entitled to a full refund of all money you may have paid in advance.

You are also entitled to a refund if the company has given an unconditional money-back guarantee  and you have returned the goods within a reasonable period.

If you are forced to return goods to a company because they are damaged or faulty when you receive them, the company has an obligation to cover the cost of postage and packaging. If you have returned goods to a company but they say that they have not received them, provided you can provide proof of posting, you are still entitled to a full refund.

If you feel that you are entitled to a refund and are experiencing any problems with a particular company, and you have been marketed directly, you can complain to the DMC using our online complaints form .

If the company you are complaining about is not a member of the DMA, you can complain to the Advertising Standards Authority (ASA) if the matter relates to issues such as order fulfilment or use of data that are covered under their Advertising Codes or you can contact Consumer Direct for further advice.

 

Goods Not Ordered

Have you been sent goods that you did not order?
Have you been asked to pay for goods that you didn’t order?
Have you received unsolicited goods?
Have you unwittingly ordered goods from a company?

Have you received goods from a company even though you haven’t ordered them? Sometimes consumers may receive goods from a company and are asked to make a payment even though they haven’t knowingly asked for them. These are called unsolicited goods.

It is against the law to send goods to your address and demand payment without first having received an instruction to do so.

It is sometimes the case that people have unwittingly ordered goods because they don’t fully understand the terms of obligation when they join mail order or online schemes. It is therefore very important to read the small print and to be careful about which agreements you are signing up to when you tick a box on a website.

If you have been marketed directly and think that you received unsolicited goods, you can complain to the DMC using our online complaints form.

If the company you are complaining about is not a member of the DMA, you can complain to the Advertising Standards Authority (ASA) if the matter relates to issues such as order fulfilment or use of data that are covered under their Advertising Codes or you can contact Consumer Direct for further advice.

More info: essaylab.org