(48 Posts)
bananamilkshake Thu 06-Dec-12 07:31:23

I realise there is another thread on this but have just checked my Bank account and noticed that they have taken the money for my order. I too ordered a MK watch and scarf - had not received anything and sent email yesterday to find out where it was- had email last night at 22.45 saying cancelled etc as out of stock. Sent complaint email this morning about poor service - saw other thread and thought better check bank and noticed money gone! Husband thinks is a scam - has anyone had calls back from supervisor etc - will update if get any more info>

WeightyKaty Thu 06-Dec-12 08:54:38

My colleagues necklace arrived from Red yesterday but I'm waiting for mine which I ordered on Sunday. However I did hear from customer service about something I wanted to change in my order so I am not yet concerned.
Although it is annoying that the 40% discount is still available when people are having so many problems and they said it was for a limited time only.

madammecholet Thu 06-Dec-12 09:44:18

Its not a scam, Red direct is the shopping arm of Red Magazine. I suspect they are overwhelmed by orders due to this 40% offer..should have put more staff on and counted their stock levels by the sounds of these threads! tis a shame as I've ordered from them loads in past without a glitch...

ruby22 Thu 06-Dec-12 11:23:07

I have too. Did not order this time around as can't justify buying any more for myself right now but have bought bag and necklace in past and had no problems. Agree with the above, sounds like a system failure.

bananamilkshake Thu 06-Dec-12 13:51:35

I managed to speak to Red Direct first thing this morning and yes it is down to over demand and not enough stock. I am concerned that they have taken my money - over £150 - on Monday despite their email yesterday saying that I had not been charged. They have assured me a refund will happen today and will send confirmation - nothing as yet - so we'll see. I wonder how many people have been affected by this - the person I spoke to this morning agreed it was bad service & she would not be happy either but no offer of any sort of recompense.

It is utterly pathetic - I ordered 5 items and despite being in stock for 4 days after ordering they've told me that they are now out of stock.

This is the Editor for Red Direct if you want to make a complaint. She's very nice btw but it's pity that the company's crap grin

hiviolet Thu 06-Dec-12 15:11:46

It's not a scam.

A shambles, yes, but not a scam.

blondassassin Thu 06-Dec-12 16:06:35

My order cancelled and money taken too angry. Nearly 200 pounds for a MK watch and Alex Monroe bee necklace. Have called and had a rant on the phone but may also send an email to Jo Connolly. They really have had a shocker!

bananamilkshake Thu 06-Dec-12 16:42:16

I am also posting on other thread - my concern now is I have had a duplicate "standard" email saying order cancelled etc and no refund yet or email to confirm this is happening. I appreciate others have had good service from them in past etc but surely at some point they must have realised they were getting more orders than expected and queried stock levels. My order was placed on Thursday & money taken Monday so enough time to work out whether they had stock or not and like everyone else I had to chase them to find out what was happening. I will give them to end of day and have to go out shortly too but if I have not heard anything by time I get back I will be emailing editor this evening. I am trying to keep them in good faith but am also getting extremely concerned as we all seem to have the same story. If someone has had a watch order or money refunded please share as this will relieve my mind

Turquoiseblue Thu 06-Dec-12 16:50:49

I m glad I didn't place my oder now I had 3 lovely things in my basket and was dithering over a fourth. Have ordered from them in the past no problems and their customer care was really helpful when a clasp from a bag I bought off them 10 months previous broke. I would use them again but now right now - shame

Having spoken to Jo Connolly, she told me that the software was not updating their website frequently enough each day to reflect the demand from orders. I did mention that I ordered an item on Saturday morning and it didn't go out of stock until Wednesday confused, yet my order was still cancelled. You'd think that if you were an online seller that this would be pretty critcal to your business. It is an almighty cock up.

bananamilkshake Thu 06-Dec-12 21:53:36

have just emailed Jo as no email from Cust services or refund yet. I'm hoping that they are just in a total mess and this will be sorted!

DIddled Thu 06-Dec-12 22:05:41

I have not had canx e mail- bit worried as my order was over £300- do you think I am likely to receivesad

Meggles76 Thu 06-Dec-12 22:07:24

No cancel email here but equally no sign of Ash jalouse boots either. Will contact tomorrow.

Djembe Thu 06-Dec-12 23:11:29

No email here either. Will chase tomorrow. Are they fulfilling some orders then and not others? I ordered the Alex Monroe silver horseshoe necklace with diamond sad

jumpinghoops Fri 07-Dec-12 08:17:52

I have just spoken to someone in their customer services dept. to ask when I will receive a refund for the money they've taken for my cancelled order. They seemed to not have a record that the money was taken, but then saw that it had. The lady I spoke to processed my refund over the phone and said money would be back with me in 72 hours. If you're awaiting a refund I suggest you contact them directly to see if it's been processed. I doubt I'd have got my money back for a while if I hadn't asked them to look at it. Here's hoping it goes back into my account!

bananamilkshake Fri 07-Dec-12 08:49:04

I too have just spoken to CS who inform me refund was processed yesterday and will take 3 working days to reach my account - don't really get why it takes so long in this day & age when we can now do most things instantly!

DIddled Fri 07-Dec-12 10:26:27

just spoke I am getting one watch (the one I was least keen on but never mind). They had not processed my refund though for the other two nor have I had any comms about not been able to fulfil the order. 3 day turnaround for the refund.I wonder whether they would have processed the refund without me asking though?

Disgraceful service- I have been a red magazine subscriber for many years but this leaves a very bad taste.

Djembe Fri 07-Dec-12 10:42:42

There's a message on their front page now saying due to overwhelming uptake blah blah that some items have limited availabliiy. It's just ridiculous, plenty of websites are able to update their stock levels instantly. It's appalling that money is being taken. It says CS will contact you if any items in your order are out of stock - not sure if I believe them! Will call once DS napping.

bopfactory Fri 07-Dec-12 11:24:07

Just spoken to customer services about an order I placed last week - it arrived a couple of days ago but with one item missing. They said the item is out of stock, and to be fair I've just checked my bank account and they haven't charged me for it, but it would have been nice to have been informed! There was no paperwork at all in with my parcel to say whether this item would follow, or was out of stock...

They must have known that by offering 40% off they were going to have a lot of orders - shame they didn't have the foresight to prepare for it!

Meggles76 Fri 07-Dec-12 13:05:09

Just called them. My order for Ash Jalouse boots placed on 01/12 was not shipped until 04/12. They advised I should expect up to 7 days for delivery. Pleased they have been shipped. Less pleased I didn't get an email saying so and the wait time for them.

msmorgan Fri 07-Dec-12 13:34:32

I am fuming. Having rang them days ago to be informed my order was cancelled and that no payment would be taken, I have found they have taken payment and I now have to wait 3 - 5 days to be refunded. Absolutely ridiculous and appaling customer service.

jerseypearl Fri 07-Dec-12 13:41:30

I ordered some ash boots in size 7 I was sent a size 3! Totally crap

Really poor service. I've had no email to say items weren't coming, rang to be told "no not getting half of your order, but we sent two items"
Only one has actually been delivered and who knows when I'll be refunded for that. All work in the warehouse stops at three apparently.
Not a chance I'd use them.

bananamilkshake Fri 07-Dec-12 14:40:12

I have had a reply basically offering apologies and over demand & technical issues with updating stock levels being reason for problem. Surely someone would have realised that demand was actually far higher than anticipated and that they did not have a never ending supply of watches quite early on. Had they put a stop to the whole thing and told us what was going on I would have been upset at not getting my order but at least they would have been upfront about the situation. What gets me is I have had to do all the chasing! They have managed to source one of my items and have offered a refund of postage. I only placed the order because I wanted the watch and the scarf was added as an afterthought. The offer of refund on postage is not really acceptable either as most companies would give free postage in the first place on this amount of order. What still concerns me is i was told this morning a refund was actioned yesterday and now they will arrange a refund so I still do not know what's going on. Quite frankly I just want my money back and will never deal with them again.

BuntysFestiveCollocks Fri 07-Dec-12 14:47:10

To give hope - I ordered a bag on Friday. Still haven't received it, so phoned red (again) to ask where it is. They are nigh on useless, but got out of them that it was coming straight from supplier. Phoned the supplier- excepti

WaxyBean Fri 07-Dec-12 14:47:38

I'm beginning to wish I hadn't posted the code on this board now. But in fairness, I had ordered from them before without any issue (last time only a week or so before this code came out) and hadn't anticipated a balls-up on this scale.

I've just phoned them to find out the status of my order. 2/6 items were cancelled, and 4/6 are being dispatched today. I don't think I ordered the most popular items though (eg MK watches/alex monroe necklaces), and did order as soon as I received the email.

They have been completely overwhelmed with orders but that doesn't excuse their subsequent actions, taking money for orders they can't fulfill and the complete lack of pro-active communication especially regarding cancelled orders/items.

Shame on you Red. You will lose valuable custom as a result of this shambles.

BuntysFestiveCollocks Fri 07-Dec-12 14:48:54

Stupid phone ... Exceptionally helpful. They had supplied red with the tracking number (not passed on to me!), and my package is currently (I believe) languishing at a neighbours thanks to fed ex being shit.

In summary - order successful, red are a bit shit, fed ex are very shit delivering to the wrong house, and babybeau are most excellent.

bananamilkshake Fri 07-Dec-12 15:01:52

waxy bean - don't feel like that please - thanks for sharing it in first place - this is all down to red's incompetence - things go wrong but being upfront about them puts a whole different perspective on a situation

jumpinghoops Fri 07-Dec-12 15:17:19

I agree that I really don't care about the items anymore, that disappointment is long forgotten, I just want my money back in time to be able to re- purchase ( in my case Xmas gifts). I feel really uneasy about the whole thing.

bananamilkshake Fri 07-Dec-12 20:41:14

Finally have had some success - been offered some compensation & delivery should come next week . I'm keeping my fingers crossed as won't be completely reasured until this is all resolved.

monkeysmama Fri 07-Dec-12 21:59:32

I ordered ten things and got 5 today with an invoice which said the other 5 were cancelled and will be refunded. It seems the full amount has come out of my account. They all came direct from the sellers.

teejwood Fri 07-Dec-12 22:24:34

May I join the communal whinge? I ordered a bunch of smaller gifts (so not AM necklaces or MK watches) and having seen this thread called Red earlier today. Apparently 3 of the items I ordered are not being delivered as they are now out of stock. They assured me that I have been charged only for the items that have been dispatched hmm and that I was only charged when the items were dispatched - double hmm. Will be keeping an eye on my bank statement and my post to see what transpires - thanks for the heads up so I am forewarned, all.
And Waxy please don't worry - tis not your fault at all and at the end of the day we will still be getting a decent discount on what does turn up!

jumpinghoops Fri 07-Dec-12 22:44:28

Teejwood, when I asked Customer Services this morning why I had been charged for items that were out of stock I was told there was nothing they could do to stop this as payment is taken automatically when you check out.

I'm not sure I believe this as payments showed on my account 5 days after I checked out- maybe they're just thinking on the spot a bit!-however, if it's true then I imagine everyone will be charged for all the purchases they've made regardless of whether they can be fulfilled or not.

DIddled Fri 07-Dec-12 22:57:20

One of my Mk watches came, it wasn't the one I wanted the most but it's actually really nice- it's the slimline one. Waxy- thanks so much as I wouldn't have it if you hadn't posted x

teejwood Fri 07-Dec-12 23:52:02

jumping tbh I think they are thinking on the hoof a bit so will be checking everything to make sure it's right! I do wonder if it makes a difference depending upon the fulfilment partner?
The comment they made to another MNer earlier about a whole consignment of Alex Monroe necklaces being defective (sorry if I got the wrong end of the stick, have wine-brain on)- seriously? I really, really cannot imagine that. Again suspect Red may have been thinking on the hoof...

teejwood Fri 07-Dec-12 23:53:07

DIddled - is that a diddle nc for this thread? and if so have you watched to the end of you know what???
<apols for highjack>

Meggles76 Sat 08-Dec-12 06:50:49

Well about 10 mins after my call to them yesterday, there was a knock at my door and it was the said Ash Jalouse boots! So actually, I was lucky and no problems with my order.
The boots are just lovely. A great fit and heel height. They are a great black/grey colour and I know they will get tons wear. Thank you WAXY for posting code. I could never have paid full price!

WeightyKaty Sat 08-Dec-12 08:09:42

I ordered some earrings on Sunday and today I received an email saying they are out of stock! How did it take almost a week for them to tell me this? These were the only items I actually needed as are a gift. Really not impressed. What did they expect if they are offering such a big discount?

knitknack Sat 08-Dec-12 09:04:44

That was me TJ and yes, I was HIGHLY suspicious about that too! Chinny reckon, etc.

BuntysFestiveCollocks Sat 08-Dec-12 11:53:07

I have my bag!

waxy - please don't worry smile

My email arrived this morning, as did (part) of my order. On checking the website, one of the other items I ordered a week ago is still showing as available hmm.

chocolateteabag Sat 08-Dec-12 14:11:36

I received my order minus the lepoard print scarf which was the reason I ordered in the first place angry
But they have only charged me for what I ordered.

Why did they keep extending the 40% off when stock was clearly low? Now they have a massive job to sort out all the refunds and will lose customers ongoing - not a great way to run a business!

mysteryfairy Sat 08-Dec-12 21:34:58

Like another poster I've received size 3 ash trainers, despite ordering a 5! They look v cute and dainty unlike my feet. Hard to believe the level of incompetence!

Interesting that there are no proper t and cs on the website (which is so poorly maintained it states VAT is 15%) and payment has been taken. Was philosophical about not getting 3 out of 4 items initially but now wondering if a contract was formed when they took the cash.

sansucre Mon 10-Dec-12 22:51:04

I also have a negative experience to report.

Purchased a pair of Ash wedge boots. Confirmation email sent last Sunday and money taken from my account on Monday.

Emailed them on Friday asking for a tracking number/more information and mentioned this thread on here. No repsonse.

Called them today and surprise surprise, they've cancelled my order. Although the lady I spoke with was nice, she didn't seem to understand why I was so annoyed that Red Direct hadn't bothered to communicate anything to me, and why I was rather incensed that I only knew my order was cancelled because I had called them.

One thing is certain, I won't be using Red Direct again, am appalled at their lack of service with this.

Oh, and if anyone from Red Direct is reading this, you really need to address this entire fracas, your silence and lack of responsibility is shocking.

TheFallenMadonna Mon 10-Dec-12 23:10:34

Well, I got my stuff in pretty good time. One item the day after ordering, one two days later and the last one one week later (a Saturday, which I wasn't expecting).

Djembe Mon 10-Dec-12 23:19:20

I emailed them to enquire when I could expect to receive my Alex Monroe necklace and they replied to say my order had been cancelled and 'any money taken will now be refunded' hmm

Cheers Red Direct, another lost customer here. Won't be using them again.

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