Thursday, December 06, 2007

M&P Failed Customer Service

Below is a E-mail I sent to M&P customer service this morning due to the complete lack of response from them.

To whom it may concern,

Last month I sent the following e-mail to you vai your web site e-mail tool -

I'm writing to complain about a order that I purchase and the service I have received in the tracing of a voucher with that order. But first I shall go over the history of the order.
Back in August I got a £20 M&P voucher from a friend so I decided to use this to purchase a item from your site, namely a new waterproof jacket. This I did, I couldn't at the time see anything on the website saying that I couldn't use this voucher and also I could find anything on the voucher. Only that I was to send it back with any order, so I ordered the jacket and sent the voucher with a covering letter. Little time later the jacket arrived but having paid the full price, so I called up to see what happened. Turns out that I can only use e-vouchers with online orders, so OK then can I have my voucher back so I can make another order. No one has seen my voucher, and they will get someone to look at the mail and come back to me. 2 weeks go by and no ones contacted me so I phone up again, no body know what I’m talking about and they tell me they would have remembered as the £20 vouchers have been out of stock for a while. Then I’m told someone will get back to me when something has been heard, so once again I wait. Still nothing and calling up is once again getting me no where but more frustration.
I can’t even track down the voucher via the voucher number as I don’t have the original letter that I put the details on. So is there anyone there who can help, as it seems to me that M&P has the £20 and I have nothing, do you keep details of what vouchers have been cashed for validation purposes? As I know that I haven’t used mine… how else would you know if someone has sent in a duplicate.

The order was on XX/08/07 and your reference : XXXXXX

This e-mail was sent to you on the 9th November and I have yet to hear anything back from your selfs, on top of that now the jacket that I purchase from you appears to be not 100% waterproof as stated on the garment, and also on your website. In fact in the last 2 days travel to and from my office I have arrived with damp arms and stomach, where as my legs covered by my Hein Gericke textile trousers are completely dry. As you can imagine I'm not a happy customer, my e-mail and phone calls have been ignored and the garment that purchased from you to keep me dry on my journey to and from work has failed to do the job required of it. So what I want to know is what are you going to do about it?
P.S. I will also be posting a copy of this letter on a forum of other bikers that I log onto called sv650.org and blogging it to the site detailed below.

Link to the jacket from your site -

http://www.mandp.co.uk/productInfo.aspx?catRef=222017

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Can't imagine why I'm not happy.

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