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| | Philips Online Store |
| Review By: longshort on Mar. 19, 2007 |
Summary: Ordered Flat Screen TV from Philips Online Store as a present to some who lived in a different state. I even confirmed that the desitnation address was correct and my order still got cancelled. Customer Service gave me two different answers for the cancellation; so I requested an investigation. Customer Service was to contact me with an answer but it has been a week and I have yet to receive an answer. Sent a few emails but no response. Do not do business with this company. |
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| Would shop in this store again: NO |
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| Review By: k_petty on Dec. 10, 2005 |
Summary: I decided to order a Philips 30 in Widescreen TV model # 30PW9110D/37B from the online Philips store for $565. The order was placed on 11/15, my credit card billed and an e-mail sent stating it had been shipped on 11/16. My shipment was never received from Fed Ex. It was routed to the Roanoke, TX Philips facility because Fed Ex stated it was damaged by the shipper (Philips). I never received the order to my home.
Here is my saga of customer service:
11/19 I sent an e-mail to support@philips.com asking for assistance with the shipment.
11/21 I contacted Philps customer service line at 1-800-451-2851, waited over 45 minutes to speak to person, and asked for assistance with the matter. As a customer, I assumed that Philips would issue a replacement TV immediately since it was damaged due to no fault of mine. The answer I received was, "no, Philips policy is that a credit has to be issued and that takes between 10-14 business days."
11/21 asked to speak to a manager and was placed into Chris vmail. I left all of my contact information and never received a follow-up phone call or e-mail on the status of the matter.
11/28 after returning from the holidays checked e-mail, vmails to see if there was any update from Philips. None received.
11/29 I called the customer service line at 4:30 ET and was on hold for 30 minutes and then disconnected because "the online store closed" at 5pm ET and never got to speak to anyone. At this point I had not received an e-mail or phone call updating me on the status of this order.
11/30 I called customer service line again at 8:10am ET and waited over 25 minutes to speak to a customer service person. In that phone call I was told that they had received an e-mail from Roanoke on 11/28 stating that "customer" had refused shipment. That is FALSE - Fed Ex never brought the package to my residence I asked when I would be receiving my credit and the answer I received was 10-14 business days from 11/28. When I expressed dissatisfaction on that timeline I was told that is standard Philips policy. It didn't matter that the shipment was damaged in transit - that's just the way it is. I asked if the credit can be expedited since this entire situation was caused by handling either at Philips or Fed Ex. The answer was "no" and that is Philps policy period. I asked for a manager's name to discuss this further with and was told none was available. I asked to speak to a higher level manager and was told there wasn't one and they do not provide customer's phone information or names.
I ended up having to send e-mails to the VP of Brand Communications and other VP's expressing my dissatisfaction in order to get assistance in gaining my credit.
Bottom line - STAY AWAY from this store. |
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| Would shop in this store again: NO |
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