I seem to remember reading another thread about people having problems with GLTC, and have noticed that there is no longer a discount offered to mumsnetters - is there a link?!
I'm having major problems with a huge Christmas order, and wondered if anyone else is in the same boat.
I placed a huge order via the internet on 4th November (for myself, and various other members of the family). I was told that all bar 2 of the 15 items ordered were available for immediate dispatch (with the other 2 due in the following 2 weeks). They said that delivery was taking 10-14 days, rather than the usual 3-5, but this wasn't a problem as I thought I was ordering really early for Christmas!
Checking on the website several times since, I've got a bit concerned, as the info posted has varied dramatically.
I've been told that items that were in stock at the time of ordering (and which were confirmed as on their way in the email from GTLC following my order), were suddenly no longer available, due dates changed every few days, and I've even received some items before they claim to have dispatched them.
So far, in 24 days, I've received 4 of the 15 items ordered, all sent individually, via Royal Mail.
Earlier this week, in desperation, I rang to check on the progress of the remaining items, all of which the website claimed were dispatched on 13th November. I was told to be patient, that they were on their way (albeit now due to take a further 10-14 days from the date of dispatch!), apart from 4 of the items that were now out of stock. I cancelled these in annoyance.
Having waited the said 14 days, I rang again today, only to be told that the items have been dispatched and should be with me. When I pointed out that they weren't, and suggested that they might call the courier company to check what had happened, I was told this "isn't company policy". Instead, I need to fill out a form, detailing what hasn't arrived, whereupon they will refund me!! The onus seems to be on me to prove that I don't have the items, when surely it should be a simple matter to find out whether someone has signed for them, they couldn't find our house or have simply not bothered trying to deliver the stuff.
What really pisses me off is that the warehouse where the items are being sent from is only 4 miles from where I live (I did point out that I could have walked there and back and collected the stuff myself in the time it's taken them so far, but they didn't see the funny side...).
How is it possible for a company to function in this way? Other mail order companies seem to do it ok. This was my first order with GLTC. I have ordered Kids Stuff items from them when the 2 catalogues were separate, and been pleased with the quality, - maybe the warehouse amalgamation is the problem.
To cap it all, customer services say that they have no idea what the website looks like, or what information is given there, and that they operate a different stock system from the warehouse and the internet bits. How is this possible?!!! Agh!!
Sorry for the rant - does anyone have any ideas of how to tackle this? I am currently waiting for a call back from one of the customer service team leaders to get some sort of explanation but they haven't called yet...The thing is that I still need the outstanding stuff - I am 7 months pregnant with a toddler and just don't have the energy to go shopping in the normal way for some of these things.