topic Re: TV not delivered in General chat

TV not delivered

fishbits — Tue, 10 Dec 2024 10:47:43 GMT

How do I contact Sony. My TV was due to be delivered Friday. Got text late Friday morning from delivery company to say they don't have it. No updates since. I've tried delivery company webchat but no advisors ever join the conversation and also emailed Sony with no response.

Re: TV not delivered

Rchta455 — Wed, 11 Dec 2024 06:54:00 GMT

Exactly the same.
worst c/s ever.

arrowxl are awful couriers who don’t answer emails or online chat.
i ordered a tv, despite the website saying Monday delivery, messages came through today it would arrive Saturday. Out of courtesy I rang Yusen logistics today I was away at the weekend so I can wait.
they told

me it went to Arrowxl and it would be dispatched for Saturday no matter what.
As a result I cancelled my hotel in York at a cost of £300 and waited. I received a text Friday night telling me it was in its way.
Guess what. Saturday arrives and it doesn’t show up. I get a message saying Arrow

DONT have my TV, despite them saying they had. My suspicion grows that it’s been lost.
no contact possible via arrows online chat/email or

phkne so contact Yusen who have an email

only policy for Sony. i email them

and they tell me they can’t do anything and Sony will contact me. They didn’t (and still haven’t).
I find another number for Arrow

and Monday evening I finally get through after an hour on hold to a

lady who can only tell

me they last tracked it between Worcester and Wigan at the weekend. She can’t tell me why they booked a slot for the previous weekend, nor if they actually still have it, but, if it shows up, she’ll ensure I get it by Friday 13th.

Tuesday evening I ring again and whilst on on hold (another hour) I get a text

to book my delivery -

great! Only, it won’t let me.
I get through to an advisor who says they DO have it,

but can’t deliver until 18/12 onwards because it’s Xmas.

A two day delivery has gone to

2 weeks.

He’s sketchy as to the current location of the TV and when I ask

if the dates guaranteed he says not. Im

still not convinced its

not lost/damaged.
He advises me

to cancel -

but I want the

tv.
I do, he tells

expect a

refund in the new

year.

IM UTTERLY DISGUSTED BY THIS.

Im not only

out of pocket for

the TV but a

hotel also, and now can’t replace what I haven’t had as good knows when ill

get

money back.

Re: TV not delivered

fishbits — Wed, 11 Dec 2024 11:04:42 GMT

I got text from arrowxl yesterday too. I got offered 19th December or 24th December for delivery. Had to take 19th as no response from Sony at that point.

Finally got reply from Sony saying someone would be in touch. 10 minutes later got another saying to disregard as I'd booked a slot on the 19th.

So not happy. Was expecting TV within 4 days max, now its going to be 2 weeks later. Its the lack of customer service and the inability to contact anyone in a timely manner that really winds me up. I don't like giving my custom to a company that doesn't appreciate it. I now worry if there are any problems it will be the same rigmarole trying to sort it out.

Re: TV not delivered

Rchta455 — Wed, 11 Dec 2024 11:56:30 GMT

Yes, if they ***** this up - there is no way of getting anything sorted or a sensible response swiftly .

im now stuck.

Re: TV not delivered

fishbits — Wed, 11 Dec 2024 12:00:34 GMT

I've sent a complaint email this morning asking for recompense for having to arrange to be in on the 6th December and not being told TV not coming and also for deliver delay as its misleading marketing offering 2 -4 day delivery. I'm obviously waiting for a reply!!

Re: TV not delivered

Rchta455 — Wed, 11 Dec 2024 12:14:57 GMT

What email address have you used? I’m currently 47thnin the queue for Arrow again and I’m just wishing I’d spent more with John Lewis or richer sounds

Re: TV not delivered

fishbits — Wed, 11 Dec 2024 12:21:16 GMT

I used the contact us option at the bottom of the page and chose the store option for the topic.

I couldn't find a specific complaints dept. email address though God knows they need one.

I thought buying direct would be quicker and easier, but no just the opposite.

Re: TV not delivered

Rchta455 — Wed, 11 Dec 2024 13:37:44 GMT

One hour non the phone and Sony acknowledge Arrow have let me down, have cancelled the order without my authority and …. They won’t offer a refund until they get it back. They know it isn’t down to me - yet the solution is “buy another and that might come before Xmas”. They know it’s not the customers fault, but have refused to issue a refund, refused to discount the amount against another tv, refused to send another out.

Appalling customer service. A Sony customer for 30 years. No more.

I can’t believe how inept and utterly disinterested they can be.

”buy another and get a refund for the other tv when it arrives”.

Crap customer services.

Go to another retailer people. If something goes wrong, they don’t give an excrement. Utterly disappointed after being such a loyal customer.

Re: TV not delivered

fishbits — Wed, 11 Dec 2024 14:46:12 GMT

I hope you're going to put this on trust pilot and Google reviews. I wished I'd looked at the reviews on there, which show how little Sony cares.

Like you I've been a loyal Sony customer for many years but I agree with you customer service is appalling. They don't deserve our custom. Everyone take your business elsewhere.

Re: TV not delivered

fishbits — Wed, 11 Dec 2024 14:48:41 GMT

Oh and stop sending me condescending emails telling me I've earned "a badge" because its only winding me up even more.

Re: TV not delivered

TheRealOG — Wed, 25 Dec 2024 17:13:27 GMT

@fishbits Sorry for all this frustration! But you can contact Sony from the details here: https://services.sony.co.uk/supportMVC/en/Contact/ or you can email their store support at storesupport.en@sony.com

Re: TV not delivered

fishbits — Wed, 25 Dec 2024 20:07:29 GMT

I contacted Sony support 2 weeks ago. They are meant to be coming back to me about delayed delivery but haven't heard anything yet

Re: TV not delivered

TheGOAT — Wed, 01 Jan 2025 16:26:15 GMT

@fishbits You should call them back or send them an email, I guess they gave you like a reference number or something. Here is their email: storesupport.en@sony.com