Crazy situation at Wilko/The Range

[Eastie77Returns]

I bought an item online on Wilko’s website. The order confirmation page stated the item would be ready for pick up in 2 hours and included the Order ID. It was at this point I realised I’d entered my e-mail address incorrectly ([email protected] instead of .com). I was surprised the system accepted an invalid suffix but anyway, I had the order number on the web page so thought it would be ok.

Arrived at the store and showed the sales assistant my order confirmation. She said she couldn’t accept it as she needed the Wilko order ID which would have been emailed to me. The ID I was showing her was an order ID from The Range (I didn’t realise Wilko stores are now part of The Range). I explained I didn’t receive the e-mail because my address was incorrectly entered. She called over her manager to help.

The manager went out to the store room, returned and confirmed my item was waiting in the store room but again, she couldn’t hand it to me without the Wilko ID. I re-explained the issue with the e-mail. She shrugged and said there was nothing she could do. I asked what would happen to the item I’d paid for and she said she was going to put a note on it telling staff that the item could not be picked up and in 10 working days it will be returned to the shop floor…

I attempted to buy the item again in the shop but they didn’t have the colour I wanted. Turns out the one I’d ordered online was the last one in that colour. Lol. I asked the manager if she could swap one from the shop floor with the one I’d ordered online that was sitting in the storeroom but nope, that was not possible.

I’m not blaming the staff, rules are rules, but this whole situation seems crazy!

Blame your typo

Useless, jobsworth staff! Call their customer services

If you'd ordered online, the correct course of action would have been to contact their customer service team. They would have been able to confirm your identity with billing info etc, find your order and issue you with the ID.

Can't really blame the staff for not giving you the item without the code as you say, but I'd have expected them to at least have advised you of the above... especially the manager!

I'd have expected the manager to exercise some discretion and common sense. How frustrating.

I worked at a similar company and honestly if the computer says no there’s nothing we could do. It is a daft system but we could just cancel an online order which would then just release the item back into stock and you would get a refund .

Could you phone customer services and cancel the order ? Is there anyway online you can do that ?

No option to cancel the order. The woman at the Range said she doesn’t know when I’ll get a refund.

Unfortunately you are a victim of Computer says No

Have you now called Customer Service?

I don't think it would have been impossible for her to call the customer service office. No imagination.

I was in Next, I bought a dress online, tried it on, decided to return it among other items but accidentally returned it to the shop floor. When I realised a week later the lady helped me for about 45 minutes, and I eventually got a refund via customer service despite no one knowing where the dress was.

Create a new email address for the misspelled name and get then to resend the code to you?

But if the email she gave them is something like [email protected], it’s never going to work…

‘Customer Service Office’😂 Times have changed. Wilko, in line with many retailers, doesn’t have a dedicated customer service line. You can e-mail via a form submission which I have done and have not received a response.

There is also an online chat bot but it hasn’t been trained to deal with my specific issue so when I typed in my problem I received no help.

@Eastie77Returns - email [email protected] - he is the CEO.

So would I.

It doesn't sound like they had much range but wilko not to shop there.

This is what happens when the world is automated to the nth degree.

It takes no accounting for human error and that is a flaw in its system, because humans will always make errors, it is a characteristic of being human.

I don't see why they were sending you confirmation of it being at The Range, when you didn't buy anything from there. Even if they're part of the same parent company?
It does seem weird. Obviously you made a mistake but that doesn't explain them claiming it's from The Range even when it's in Wilko stockroom.

All very confusing. I ordered the on the Wilko website and the confirmation page read “Thank you for shopping at Wilko” but the Order ID on the confirmation page is from…The Range.

Doesn’t make a great deal of sense to me. Then there is a second, completely different Order ID from Wilko that is only sent via e-mail. Completely my fault for putting in the wrong e-mail address but why the need for such a convoluted system.

How bizarre! 🙄 X

This is ridiculous ‘ typical of the world today , they really could have done more , asked you for photographic id etc . I just think so many places are like this now like there is a set of rules we will follow them because we can’t be arsed to use our brains . I’d call customer service and see if they can help . As I always say though PAINFUL !

Because there are no Wilko stores now, so click and collect is done via The Range. It’s quite simple.

Ah ok. But then why was OP in Wilko being told her item was in the stockroom and she needed a Wilko code. She wasn't in The Range?

Oh god I'm just stuck in the past, in all aspects of my life 😂 In fact I feel like the older I get the more I regress.

Its not confusing at all, its like Habitat, Argos and Sainsburys. Some things you click and collect from the Argos counter. Somethings you have to take back to the Sainsburys customer services and other times you take it back to the Argos counter.

Because of the way their systems work, budgets, authorisation, buying codes etc etc.