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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to be pissed off with Sylvannian Families Online?

23 replies

unfitmother · 20/09/2010 20:31

Have been pretty busy recently as my Mum died recently and have been desperately trying to catch up with an OU course.
It's DD's birthday tomorrow and she's asked mostly for Sylvannian Family crap things.
As I'm feeling pretty down I have ordered most stuff on-line, some clothes and books and was pleased to find the Sylvannian Families Online site and ordered the majority on DD's stuff from there 2 weeks ago.
I phoned them half way through next week and they said the order would be despatched on Friday, I said that was too late and asked to cancel the order. I was told I could have a 24 hr delivery and it would be shipped on Friday.
I checked my account on Friday and it hadn't been despatched. I e-mailed them and cancelled the order.
I phoned them from work today and they confirmed that it wasn't despatched on Friday so I said again I wished to cancel and wanted to be re-imbursed, they took the payment on the 7th of Sept.Angry
They called me back saying I was too late to cancel and that they would guarantee delivery tomorrow. Imagine telling a 9 year old on her birthday morning, you've no toys but there might be a delivery later? Hmm
I had to take a half day leave from work and run round like a headless chicken in order for her to have something to open in the morning! Angry

OP posts:
Skyrg · 20/09/2010 20:38

YABU in calling Sylvanian families crap! Many happy childhood memories...
YANBU for thinking their service is rubbish. Did you pay for first class post? What were the delivery options?

Original poster
unfitmother · 20/09/2010 20:48

I initially paid for 48hr delivery.

Who called them crap? Damm, I was sure I'd crossed that bit out! Wink

OP posts:
spacedog · 20/09/2010 20:50

Sorry to hear abut your mum.

Did the presents come in the end? Hope your DD liked them, I'm sure she won't remember they were late.

That sounds a crap service, they should have sent it out earlier (looking at their delivery info on the website) then reimbursed your money no quibbles when they failed to meet their promise. I notice their products are quite cheap, even the new models. Perhaps they offset this cost by paying fewer staff to run the operation.

In future, I have found this site brilliant, with next day delivery and they are knowledgeable and helpful. They have a real shop too: www.sylvanianfamilies.com
John Lewis also stock Sylvanians as do Argos, Toys r us, etc.

Original poster
unfitmother · 20/09/2010 20:55

Thanks Spacedog!
Nothing arrived so I went to Argos (got a good deal there) and ToysRUs.
Sylvanian Families Online say they won't reimburse until I refuse to accept the delivery (whenever that is) and they receive the goods back from the carrier. Angry
If I'd been maxed out on my credit card (as a lot of people are, sadly) I wouldn't have been able to afford to buy the stuff today.

OP posts:
salizchap · 20/09/2010 21:02

That's really awful service. I would write and complain. I am not sure I could have paid out twice for presents for my DS if his stuff didn't arrive. Bad, bad bad.

spacedog · 20/09/2010 21:03

Hmm, that doesn't sound right at all. They have failed to meet their advertised service on numerous occasions. If it doesn't arrive tomorrow call their head office. They should be able to track both their DHL and Royal Mail services. Let us know what happens. What did you get het by the way?

Original poster
unfitmother · 20/09/2010 21:20

I had ordered Beechwood Hall from Sylvannian Families Online and some room sets but when that fell through I got Riverside Cottage (I think) from Argos with a free bedroom set and a Meerkat family and a lounge set from ToysRus Grin
They aren't saying they won't reimburse me but they're going to make me wait.
My worry is, what if DH is on the school run when it arrives, will they leave it with a neighbour?
I'm a bit worried.

OP posts:
clouddragon · 20/09/2010 21:26

I would complain and see what happens.

spacedog · 20/09/2010 21:27

Ooh, Meerkats look very cute, good choice.

The company haven't put their returns policy on the website so if they get delivered when you're out they might ask you to pay return costs. What a crap company.

Original poster
unfitmother · 20/09/2010 22:15

Spacedog, I think you've summed it up nicely.
Avoid this company!!

OP posts:
Original poster
unfitmother · 21/09/2010 17:23

It gets worse!! Sad Angry

DH came back from the school run to find that UPS had left the parcels with a neighbour!

He went to his office and I didn't hear him until 13:45. The bastard Sylvanian Families Online Office closes at 2pm, I rang at 5 to 2 but they didn't answer.

I've arrived home to see 3 large boxes on the porch.

I've just got cross with DH for not phoning me at work and letting me know so I could phone the company. He just retaliated by blaming me for cocking everything up and has gone out to calm down.

The order was for £124 Blush in hindsight too much but head was all over the place after just losing Mum. I'm so upset about all this. Dh said to keep it for Christmas but half of it is the same stuff!

The good news is DD was up at 06:30 opening her presents and was delighted. Grin

I don't think she'd have been quite as pleased with an IOU from Sylvannian Bastard Families Online Hmm

OP posts:
SauvignonBlanche · 21/09/2010 17:41

Bastards!

Will you have to pay return costs now?

Original poster
unfitmother · 21/09/2010 18:23

I don't know, I have e-mailed them on 3 seperate occasions and they don't reply. Angry

The phone line only operates from 9am to 2pm Monday to Friday. Hmm I'm at work then!

I'm beginning to think DH is right and I have cocked things up.

OP posts:
Plumm · 21/09/2010 18:46

You haven't cocked things up. They offered a service they've failed to provide. Surely this kind of thing can be reported to trading standards?

Plumm · 21/09/2010 18:48

And if DH keeps on at you about cocking it up remind him that he's just as capable of going to the shops for DD's present as you are.

Original poster
unfitmother · 21/09/2010 18:54

If they don't cough up I'll have to. Don't know about return costs though?

DH has apologised, if I sent him to the shops he'd probably have come back with an Action Man!

OP posts:
Original poster
unfitmother · 21/09/2010 19:06

I've just felt how heavy the boxes are, it will cost a fortune if I have to post them!!

OP posts:
chimchar · 21/09/2010 19:12

thats really shit.

really sorry to hear about your mum..i lost my mum last year...life became a muddle for quite some time afterwards. (still is!!)

can you ebay the stuff rather than return it, get back what it owes you, and then charge for actual postage?

Bluebell99 · 21/09/2010 19:18

Argos has a good returns policy, could you return the duplicates there with the argos receipt? I had to do this once with a duplicate christmas present.

spacedog · 21/09/2010 19:59

Yes I agree, if they won't pick up I'd ebay them (nearer to Christmas you'll make back your money and then some) or take the Argos duplicate bits back. Try threatening trading standards and see if their response suddenly become more helpful first though.

Original poster
unfitmother · 21/09/2010 21:08

The most expensive (and heaviest / biggest) item is not duplicated. I'm not sure I could be bothered with the hassle of EBaying it but it could be a Christmas present.
I could always ebay the room sets I suppose.
Thanks for the suggestions!

OP posts:
Original poster
unfitmother · 22/09/2010 18:54

Quick update...

I phoned the company 6 times today, during their office hours, and got a recorded message each time. They have yet to respond to any of my e-mails.

What's going on?

OP posts:
SauvignonBlanche · 22/09/2010 19:42

Wow, what a terrible site! Shock

Hope some MNetters see this and avoid them!

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