Active discussions

Meet the Other Phone. Flexible and made to last.

Meet the Other Phone.
Flexible and made to last.

Buy now

Please or to access all these features

Talk
Other subjects
Original poster

Additions Catalogue............So angry

53 replies

nutcracker · 28/09/2004 12:06

My mom has an additions catalogue and an account with them.

I would say that she places an order on average about every 3mths, ususally for about 70 quid as alot of the stuff is mine.
Some of the stuff she keeps and obviously stuff that doesn't fit or isn't suitable is sent back.

Anyway she placed and oreder last week of over 100 pounds (mostly mine again).
The stuff was supposed to come yesterday but didn't (after i waited in all day).

Today she has recieved a letter from them basically saying that because they have noticed that she returns alot of the stuff she orders, that her custom is no longer welcome as she obviously doesn't like the stuff.
They said that once her account is payed off (alwaya payed on time by the way), that they will cancel her account and no future orders will be accepted

I am so angry, how dare they be so rude.

Basically then they don't want any customers who don't buy everything they order. Whats the point of the 14 day returns policy then ??

She doesn't want to ring them so i am going to do it later, any tips i what i should say ???

OP posts:
Original poster
nutcracker · 28/09/2004 12:34

Ga - yes it is them. Don't know how they are linked to Boots other than that you get the book from there.

OP posts:
Original poster
nutcracker · 28/09/2004 12:35

Thanks for that LMB, i will ring them later and also write to them if i don't get any joy.

OP posts:
Twinkie · 28/09/2004 12:36

They have a customer service terms and conditions things on their siote and it doesn;t say anything about not wanting your custom if you send stuff back - go and have a look at what it says - it maight help - something about having a legal right to cancell or send back within 7 days!!

GeorginaA · 28/09/2004 12:36

Might it be worth all of us using their "contact us" link from their site to email them our displeasure?

What are we working towards here, girls? A huge bunch of flowers for Mummy Nutcracker, £50 of vouchers and an apology?

JanH · 28/09/2004 12:37

This is their returns policy (from GA's link):

So they are well out of order, nutty! They have made a big mistake and should grovel and offer compensation.

Original poster
nutcracker · 28/09/2004 12:44

Yeah I just read that Jan, makes me fume even more.

In the ask a question section i have just emailed them to say that i wish to order a large amount of clothing but as i am not sure of my size, alot will be sent back when i see what does and doesn't fit. Is that o.k ???

We'll see what they reply.

OP posts:
littlemissbossy · 28/09/2004 13:05

good idea nutty, let us know what they say

littlemissbossy · 28/09/2004 13:12

ooo just had another idea - nobody ever likes bad publicity do they? you could always contact bbc watchdog - www.bbc.co.uk/watchdog

suedonim · 28/09/2004 14:50

How silly of them. I had a similar experience with La Redoute. I forget the circs exactly but I think I hadn't ordered much from one of the catalogues. They then refused to send me the next season's catalogue as I hadn't spent enough. I just thought 'Stuff you' and have never had a catalogue since, though they regularly send me their promotions!!

Kayleigh · 28/09/2004 14:58

Freemans did the same thing to me after being a customer for well over 10 years and spending..., well I hate to think how much. Just because the last few items had been sent back, as they were completely crap quality. I phoned and wrote to customer services but just got what was obviously a stock reply.
Was furious for ages.

Socci · 28/09/2004 15:11

Message withdrawn

Original poster
Nutcracker · 28/09/2004 16:54

Right well i rang them and you are right they did have a set reply. It wasn't a mistake, apparenbtly it is new policy, although i did point out that they should update the website to state this if thats the case.
I said i wanted to speak to the mamger and they said only my mom could do that so they are ringuin her tommorow.

This is what the letter said

Dear Miss ***

I am writing to you about the recent order you placed with us.
Although we have really valued your custom during the time you have shopped with us, we have noticed that you return more items than the average customer and so we are concerned that we are not getting it right for you.
Having built our reputation on the highg quality of the design, fabric and fit of our clothing, we can only assume that our catalouge just does not deliver what you really want.
We have therefore, reluctantly decided to cancel your recent order and not to accept any further orders from you.
In the meantime, please continue to make payments in the normal way until the outsrtanding balance on your account is cleared.

Yours Sincerely

Corrine Stevens
CUSTOMER SERVICES MANAGER

OP posts:
smellymelly · 28/09/2004 17:01

I'm stunned - never heard of that happening before!

I agree with ringing Watchdog.

Original poster
Nutcracker · 28/09/2004 17:02

My mom will be way to soft with them.

I am going to email them through the website. Anyoine else who wants to do this please feel free.

OP posts:
helpmeout · 11/10/2004 10:48

hi,
I have just received this same letter today, from Additions and am really fuming! I cannot beleive the cheek of the Company. I have phoned them and told I would have to send my complaint in writing. However, after demanding to speak to a manager, they have said that someone will call me back today. Just wondered if you had any luck Nutcracker, or anyone else in the same situation. I would appreciate any advice, am not sure what to say apart from threatening to go to Watchdog!
please help!

Goldfish · 18/01/2005 16:53

I am fuming as I rang Additions yesterday and placed an order for about £150 worth of stuff. At the end of all this, and after telling me everything was in stock and would be delivered in 2 days time, I was then asked to hold as I was to be put through to the credit department. I was then told the same as all of you on this thread. My order is to be cancelled and my account closed as I am returning more goods than the average customer. What a load of rubbish. I don't owe them any money, and when I have returned anything it is because I have order 2 sizes. Is this not the whole point of catalogue shopping? I had a real row with the girl on the phone, I just couldn't help it and said why did they make me go all through my order and then tell me this and also why have I just received a new catalogue. She said I couldn't tell you that Madam. I then said well I think you should refund my phone call as it is an 0845 number but she said we cant do that Madam and so on.
I just wondered if any of you ever got anywhere as I am absolutely livid

Original poster
nutcracker · 18/01/2005 17:01

No my mom never got anywhere either.

They even had the cheek to send her the new book last week. She rang them up and asked them why they had sent it and they said it would have been pre ordered ages ago.

I said she should have said "oh well i don't want it come and get it".

They have got such a bloody cheek.

OP posts:
Goldfish · 18/01/2005 17:07

They really do have a cheek. I have just been and placed an order with Empire, let them have my money. I am just so annoyed. My sister also got a letter saying she couldn't have any of her order. She is fuming as well.

charleypops · 18/01/2005 17:24

Whoever implemented this policy is unbelievably narrow minded and arrogant and obviously hasn't a clue how marketing works. Probably some nepotised school leaver! I'm sure customer services will soon be getting very fed up indeed dealing with all these new complaints as well.

Nutty, you should send them a link to this thread!

starlover · 18/01/2005 17:36

just wanted to add my 2-pence worth!
I agree 100% that they are being completely retarded in turning down custom. And I would be just as angry as you had it happened to me.
there is however no point in calling trading standards etc, because any retail company is perfectly within its right to refuse to sell you items if they so choose.
Unfortunately there is nothing you can do about it... it sounds like they're going to be going down the drain pretty soon though if they're turning away customers like this...

at the end of the day it's really their loss, not yours... there are plenty of other mail-order companies you can use with a much better customer service!

Furball · 18/01/2005 20:38

Put return to sender on the catalogues and send em back! It will cost Additions a fortune.

kid · 18/01/2005 21:16

Just seen this thread. I'm sending a table and chairs back in the next few weeks, do you think they will ban me aswell?!
Really sorry to hear they are doing this to people, seems really unfair, I mean surely we can send items back that aren't suitable, just the same as we can take items back to the shops we buy them from.
They will be delivering my new table and chairs so I expect they will let me stay a customer for now. They told me today when I phoned them that items being delivered that require 2 people to deliver it has gone up in price from £3 to £30, bit of a big jump!

galaxy · 18/01/2005 21:19

OMG - This happened to my sister just before Christmas. She's ordered £70 worth of clothes for the summer and most were poor quality so sent most back.

She then ordered a mobile for her daughter 3 weeks before Christmas, they accepted her order and it never turned up. She phoned to chase it and was told her account was cancelled. ON speaking to a supervisor she was told she was not welcome as a customer as she returned too much.

I told her to kick up a stink but she never had the time to.

tigerfairy · 19/01/2005 19:56

Hi, Galaxy's sister here. I was livid when it happened to me, just before christmas. I rang them afterwards to tell them I had placed my order with someone else (which came the following day) and that if they treated other customers as they had treated me then they would soon be out of business. She didn't seem to care though and said it was their policy to make sure they have the 'right' customers. I'm still paying off my monthly invoice (begrudgingly) to them. I think all mumsnetters should make it known what a crap company they are!

poppy101 · 19/01/2005 19:59

I had an additions catalogue sent to me, I didn't request one, don't know how they got my name and address. Email them asking what I could do with it, told them I was going to recycle it in the bin if they didn't want it back. They didn't want it back, so I put it in the bin.