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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

to think that complaining really works!

20 replies

FreudianSlippery · 08/04/2011 12:24

DH and I used to be quite lazy when it came to complaining, but we've recently got better.

When we bought a laptop/printer recently they overcharged us. DH went to get it put right and as an apology they put £15 on a Giftcard. DH also mentioned that the salesperson had tried getting me to buy a particular cable, insisting I needed it to set up a wireless printer - I said no as dad had one anyway. Turned out as expected we didn't need it. They gave us another £15 for mentioning that. DH didn't go in all guns blazing, just politely mentioned that it was essential to understand the stock (he's a store manager too). But I was really pleased DH got £30 out of it.

After being overcharged on the bus DH sent a quick email and got free ride vouchers. And I just got £5 food vouchers after a very faulty product (didn't even need to send the photo I took)

I'm sure most of you already do this but I just wanted to say that if you're not satisfied with a product/service it's always worth complaining gently. I think I've got more assertive since having the DCs TBH.

Anyone else got any good outcomes of complaints to share?

OP posts:

ivykaty44 · 08/04/2011 12:30

yes I complained constructivley to a life insurance company as they had sent my mail to the wrong address and got a cheque in the post that I wasn't expecting for a nice amount

HarrietJones · 08/04/2011 12:45

I complained to the Co op about something being mislabelled. I didn't have receipts I just wanted them to change it & they sent me £4 anyway.

I've had loads of discounts for complaints & compliments! Emailed pizza express about good service & they sent me a voucher.

caughtinanet · 08/04/2011 12:46

I always complain if I feel something has fallen short and I'm amazed at how few people do. I don't always expect anything in return but I think its worth pointing it out.

MissJanuary · 08/04/2011 13:14

same as caughtinanet

bristolcities · 08/04/2011 13:17

I have recently got over £300 pounds back by complaining. I really wish people would do it more often.

FriedEggyAndSlippery · 08/04/2011 13:20

It's so much easier now too with the internet. With the food one, I just went on the manufacturers website and found the complaint section. Took five minutes, and 3 days later here are the vouchers :)

sausagesandmarmelade · 08/04/2011 13:27

Where can I start?

Few things that should have happened at my wedding, which didn't. Complained...result £500 comp.

Fiance ordered some stuff from homebase which didn't arrive on time, sent email. Next thing he gets a call from head office apologising and offering £100 in either vouchers or cheque (we took the cheque).

My DH and I went out for Sunday lunch the other week. Service was really slow and when they took our plates after the main course they didn't offer us desserts or coffees (just left us). We declined to pay the service charge and DH explained why.

One final example.
Was on way home from work yesterday. Bunch of kids got on bus complete with their takeaways. When they had finished they were about to dump them on the bus when I asked that they take their rubbish with them when they got off. Instead of getting cheeky they apologised, grabbed their polystyrene cartons and took them with them.

I think it's definately good to complain when things go wrong, but it's how it's done that is important. Point out exactly what went wrong, what you want done to sort things out etc If people don't complain then how can service to customers be improved.

NestaFiesta · 08/04/2011 13:29

YANBU. I always complain and I always get reuslts. Our conveyancers were so scandalously shit they were forced to refund half our bill and we got £750. My son's school shoes fell apart after 6 weeks and M and S gave me my money back. I got Asda vouchers for defrosted goods on delivery. There's loads more but I can't remember. OP is right- it's quicker with the internet and I always feel it helps future customers.

The only company I got nowhere with were Cosmos. I asked for a £30 "more footroom" upgrade to be refunded as I was refused the seat on the plane. They said it was nothing to do with them and sent me the fax number of the crappy Majorcan airline they sub contracted. No good will, no apology, nothing. This was despite the fact that it was a package holiday and we paid Cosmos one price, we didn't pay the airline or anything. Can you tell I'm still annoyed 3 years later?

sausagesandmarmelade · 08/04/2011 13:30

Have to add that I don't always make an official complaint.

Was in House of Frazer the other week. Asked a guy for help and tripped over a box that was in my way, bruising my leg quite badly.

He apologised and I didn't take it further.

Accidents do happen.

nickschick · 08/04/2011 13:32

Im such a moaner that as soon as the bags are packed in the supermarket H and the kids leave me .......dh said its unatural to be on forst name terms with supermarket managers and service desk people .

FriedEggyAndSlippery · 08/04/2011 13:37

My dh actually had someone arrested for a false complaint. He noticed a woman take a photo of a tiny food spill. Then suddenly she started complaining of back problems, got an ambulance and threatened to sue the company (household name shop chain). Dh got security to save the CCTV evidence.

She was fined for wasting time of shop staff and paramedics (I think around £25k total) and jailed for 3 months.

Served her right - by taking up the ambulance she could have killed somebody else who needed it.

lemonbeaver · 08/04/2011 13:38

I always check my bill at the supermarket and will let them know of any mistakes. Also will complain at a restaurant if food or service not up to scratch. I work hard for my money (when not on mn) so feel justified if i need to complain.

I also would like to say that i also comment if i get good service as well.

Always surprises me that people don't complain and then moan after the event.

GabbyLoggon · 08/04/2011 15:45

Complaining can work. You can learn a lot from complaining sensibly.

sparkle101 · 08/04/2011 15:50

As someone that works in the service industry please could I ask that people also compliment if they feel the member of staff/company have gone over and above the level of service expected. Complaints are good as we know where we are faioing our customers but its nice to get recognition as well!

DooinMeCleanin · 08/04/2011 16:04

DH always gets what he wants from Virgin Media by complaining. I don't think we have ever paid a bill in full from them, although I dn't think they have ever managed to send a correct bill out either, which is worrying somewhat Although we have that many discounts etc set up on there

We always have cheaper packages from them and from mobile companies too. This is not because he complains constructively. It is because he will spend hours and hours torturing the poor soul on the other end of the phone until he destroys their reason for living convinces them he is right. If they are sensible and hang up on him, he phones back to complain about his original matter and that they hung up on him

He is embarrassing. I refuse to sit in the same room as him when he is on the phone because it makes me cringe. He is the same with sales people in shops too.

IhateMarlo · 08/04/2011 16:06

I always do particularly at restaurants but always politely, but then if I?ve had very good service I will make a pint of finding the manager and tell them too

GabbyLoggon · 08/04/2011 16:10

I dont like complaining to lowly paid waitresses, etc who are not running the show.

More "Do uoi have a highly paid manager?"

HarrietJones · 08/04/2011 17:18

I always tip for good service & am quite happy to tip more for even better service.

FriedEggyAndSlippery · 08/04/2011 18:25

I have to agree it's really boosted DH's confidence when he's got good feedback. He's had a few letters written to head office about him and as well as having a copy of the letter he's got a small bonus out of it too.

stoatie · 08/04/2011 19:39

I asked my bank to not pay a standing order one month (voluntary over payment on mortgage) as we were broke and I would re-instate next month. Went to re-instate, it had been cancelled, didn't complain but asked for it to be set up again. week later not heard anything so rang up. Very apologetic and they sorted out S/O and gave me £25 for my inconvenience (and hadn't actually complained)

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