0:00:02 > 0:00:06We asked you to tell us who's left you feeling ripped off.
0:00:06 > 0:00:08And you contacted us in your thousands
0:00:08 > 0:00:12by post, email, even stopping us on the street.
0:00:12 > 0:00:15And the message could not be clearer.
0:00:15 > 0:00:20There's too much focus on profit and less on customer care.
0:00:20 > 0:00:24It's so hard to complain. Companies make it so difficult to complain.
0:00:24 > 0:00:26You told us with money tighter than ever,
0:00:26 > 0:00:29you need to be sure that every pound spent is worth it.
0:00:29 > 0:00:31All my money is very hard earned,
0:00:31 > 0:00:34so when I go to spend it, I expect value for money.
0:00:34 > 0:00:36So, whether it's a deliberate rip-off,
0:00:36 > 0:00:39a simple mistake or a catch in the small print,
0:00:39 > 0:00:41we'll find out why you're out of pocket
0:00:41 > 0:00:43and what you can do about it.
0:00:43 > 0:00:47Your stories, your money. This is Rip-Off Britain.
0:00:49 > 0:00:52Hello, we're really glad you've been able to join us on Rip-Off Britain,
0:00:52 > 0:00:55where today we're shining a light on the one thing that in the end
0:00:55 > 0:00:59all the letters and emails you send us boil down to.
0:00:59 > 0:01:01And that is customer service.
0:01:01 > 0:01:03Whether you're dealing with a small company
0:01:03 > 0:01:05or one of the biggest names on the high street,
0:01:05 > 0:01:08you want them to treat you the best they can right from the beginning.
0:01:08 > 0:01:12And if something does go wrong with whatever it is they're supposed to be supplying,
0:01:12 > 0:01:14how you judge them is ultimately going to be measured
0:01:14 > 0:01:16by the way they deal with your complaint.
0:01:16 > 0:01:19When things go wrong, it somehow doesn't feel so bad
0:01:19 > 0:01:21if at least you've been treated properly
0:01:21 > 0:01:24and are able to get through to the people who can help.
0:01:24 > 0:01:27But customer service is a surprisingly simple thing to get wrong.
0:01:27 > 0:01:31And certainly the people at the heart of the stories we'll hear about today
0:01:31 > 0:01:35would all say that they could have been treated better or faster.
0:01:35 > 0:01:37So, as we hear what happened to them,
0:01:37 > 0:01:42we'll also have plenty of pointers on the most effective way to get your complaints resolved.
0:01:43 > 0:01:45Coming up on today's show:
0:01:45 > 0:01:49how a botched delivery from one of the most trusted names on the high street
0:01:49 > 0:01:53left this woman out of pocket and her neighbour being visited by the police.
0:01:53 > 0:01:56At first, I was quite upset over the whole episode.
0:01:56 > 0:01:58But now I'm actually getting quite angry.
0:01:58 > 0:02:01And, months after it started the job,
0:02:01 > 0:02:04why a company boasting 40 years of experience
0:02:04 > 0:02:06still hasn't finished it.
0:02:06 > 0:02:10They were saying, "Oh, don't worry", and fobbing me off
0:02:10 > 0:02:12with what they obviously couldn't solve.
0:02:13 > 0:02:19Now, last year, UK shoppers spent an estimated £62.4 billion online.
0:02:19 > 0:02:22This year, that figure's set to go even higher
0:02:22 > 0:02:25thanks to the ease of buying from the comfort of your own home
0:02:25 > 0:02:28and the convenience of having your goods delivered right to your door.
0:02:28 > 0:02:31Or at least that's how it's supposed to happen.
0:02:31 > 0:02:33But for Jenny Sheldon,
0:02:33 > 0:02:35a simple case of not being home
0:02:35 > 0:02:36at the time of an attempted delivery
0:02:36 > 0:02:39has led to a terrible situation
0:02:39 > 0:02:42that's left her out of pocket to the tune of hundreds of pounds.
0:02:42 > 0:02:46And it all began when she ordered something not from some "fly-by-night" outfit,
0:02:46 > 0:02:48but in fact quite the opposite -
0:02:48 > 0:02:51one of the most respected names in retail.
0:02:52 > 0:02:55With a seemingly cast-iron reputation
0:02:55 > 0:02:57for quality and customer satisfaction,
0:02:57 > 0:03:00John Lewis is one of the most trusted names in shopping.
0:03:00 > 0:03:04And business is booming for them online, too,
0:03:04 > 0:03:09where another big name has responsibility for delivering many of the orders.
0:03:09 > 0:03:11City Link, a long-established delivery company
0:03:11 > 0:03:16that typically handles more than 350,000 parcels every day.
0:03:16 > 0:03:19So, when two such major players come together,
0:03:19 > 0:03:22it should be a marriage made in heaven.
0:03:22 > 0:03:24But that's not how it turned out for Jenny Sheldon,
0:03:24 > 0:03:29who, in March last year, was getting ready to make an expensive purchase.
0:03:29 > 0:03:33I wanted an iPad because I was going abroad for the first time on my own.
0:03:33 > 0:03:36And I wanted to stay in contact with friends and family at home,
0:03:36 > 0:03:38access my emails by wi-fi,
0:03:38 > 0:03:41watch movies on the plane, listen to music,
0:03:41 > 0:03:43take photos on it.
0:03:44 > 0:03:47Tablet computers such as Apple's iPad are big sellers
0:03:47 > 0:03:50and Jenny had plenty of choice as to where to buy it.
0:03:50 > 0:03:53I searched online for the best deals around.
0:03:53 > 0:03:57I came across John Lewis and I thought they were quite a respected company.
0:03:57 > 0:04:00They had a deal on with the printer as well,
0:04:00 > 0:04:03so I thought, "Why not? Sounds like a good deal", so I went with that.
0:04:03 > 0:04:07The total Jenny spent on her iPad, printer and case
0:04:07 > 0:04:10came to £558.
0:04:11 > 0:04:15And with a glossy website and the promise that they're "never knowingly undersold",
0:04:15 > 0:04:18Jenny was confident that with John Lewis
0:04:18 > 0:04:21she was putting her money into a safe and reliable pair of hands.
0:04:21 > 0:04:24The website was clear and easy to follow.
0:04:24 > 0:04:26I didn't have any problems placing my order.
0:04:26 > 0:04:29So I didn't think there'd be any problems with the delivery.
0:04:29 > 0:04:31I ordered the product on a Monday.
0:04:31 > 0:04:35The website said it would be delivered within five working days
0:04:35 > 0:04:37so I was expecting it any day that week.
0:04:37 > 0:04:41And delivery was attempted that week.
0:04:41 > 0:04:45But unfortunately, Jenny hadn't seen the email saying when it would happen
0:04:45 > 0:04:49so she wasn't at home when City Link's delivery man came calling
0:04:49 > 0:04:51and that's where her problems started.
0:04:51 > 0:04:55They did have my telephone number and they didn't phone me.
0:04:55 > 0:04:57I didn't even have a card put through the door.
0:04:57 > 0:05:01The next day City Link tried to deliver the package again,
0:05:01 > 0:05:05but with no card left to advise her either that they'd visited the first time
0:05:05 > 0:05:07or would be having a second attempt,
0:05:07 > 0:05:10once again Jenny was out when they called.
0:05:10 > 0:05:14So the driver left it at the house next door with her neighbour, Denise.
0:05:14 > 0:05:20I've lived here ten years. My neighbour Denise lived next door when we moved in.
0:05:20 > 0:05:25She's always been very helpful and kind, taking in parcels if needed.
0:05:25 > 0:05:27The delivery driver knocked on the door,
0:05:27 > 0:05:30and asked me if I'd take a package for next door.
0:05:30 > 0:05:32I said, "Yes, no problem."
0:05:32 > 0:05:36It's the sort of good deed that goes on up and down the country every day.
0:05:36 > 0:05:40But Denise soon noticed there was a hole in the package.
0:05:40 > 0:05:43When I looked, I could see the package was broken.
0:05:43 > 0:05:47So I went back out, but the delivery driver had driven off.
0:05:49 > 0:05:52Not knowing what was supposed to be inside the package,
0:05:52 > 0:05:56Denise couldn't be sure if something was missing, but Jenny could.
0:05:56 > 0:05:58When Denise brought the package over,
0:05:58 > 0:06:01I could tell immediately that something was missing.
0:06:01 > 0:06:04I opened the package and realised the printer was there
0:06:04 > 0:06:06but the iPad box was missing.
0:06:06 > 0:06:08Jenny immediately rang John Lewis,
0:06:08 > 0:06:11certain that buying from a respected name
0:06:11 > 0:06:13would mean she'd get some helpful support.
0:06:13 > 0:06:15It was a Friday when I called John Lewis.
0:06:15 > 0:06:18It was getting on to five o'clock
0:06:18 > 0:06:22and they said someone would call me back the following Monday during office hours.
0:06:22 > 0:06:25But instead, when she did speak to the store,
0:06:25 > 0:06:30it was clear that resolving this wasn't going to be as straightforward as Jenny had hoped.
0:06:30 > 0:06:36On the Monday, John Lewis informed me that the package weighed the correct amount
0:06:36 > 0:06:37when it left their depot.
0:06:37 > 0:06:40So it must have gone missing during the delivery.
0:06:40 > 0:06:45They told me I had to report it to the police as a stolen item.
0:06:45 > 0:06:50John Lewis also suggested that Jenny should contact the courier, City Link.
0:06:52 > 0:06:57I tried to get in contact with them by telephone. I contacted them by email.
0:06:57 > 0:07:00I wrote them a letter and I've had no response from them.
0:07:03 > 0:07:07Jenny thought that once she'd reported the iPad as missing,
0:07:07 > 0:07:10it would be replaced by either John Lewis or City Link.
0:07:10 > 0:07:12She didn't really care which.
0:07:13 > 0:07:16But a couple of days later, the plot thickened
0:07:16 > 0:07:19when a police officer knocked on her door.
0:07:19 > 0:07:21The police took away the packaging
0:07:21 > 0:07:25and they asked for my fingerprints and my mum's fingerprints to eliminate us.
0:07:25 > 0:07:27After fingerprinting Jenny and her mum,
0:07:27 > 0:07:30the officer's next stop was Denise next door.
0:07:30 > 0:07:32When the police came round,
0:07:32 > 0:07:40they started to go through cupboards and drawers,
0:07:40 > 0:07:44looking in to make sure what was in there and what wasn't.
0:07:44 > 0:07:49You felt as though your home was being invaded, basically.
0:07:49 > 0:07:54It wasn't nice, when you've taken a parcel in in good faith
0:07:54 > 0:07:57and then it's as though you're not believed.
0:07:58 > 0:08:03You know, they think you've stolen anything. I wouldn't do a thing like that.
0:08:03 > 0:08:08Jenny didn't think for a moment Denise had any part in the mystery of the missing iPad.
0:08:08 > 0:08:12But that hasn't stopped it creating a bit of awkwardness in their friendship.
0:08:12 > 0:08:15We'd had quite a good neighbourly relationship for the last ten years
0:08:15 > 0:08:20and I didn't want her to think that I was implying that she had stolen the iPad.
0:08:20 > 0:08:25With the police investigations shedding no light on where the missing iPad was,
0:08:25 > 0:08:28Jenny went back to the store, frustrated.
0:08:28 > 0:08:31John Lewis had informed me that because it had been reported as a crime,
0:08:31 > 0:08:33there was nothing further that they could do
0:08:33 > 0:08:39and advised me to contact my bank to see if I could get a refund on the card that I'd made the purchase.
0:08:39 > 0:08:42But the bank couldn't help either.
0:08:42 > 0:08:47They said that I wouldn't get a refund because it was on a debit card and not a credit card.
0:08:47 > 0:08:51So Jenny's now had a fruitless year-long fight to get her money back.
0:08:51 > 0:08:55She's disappointed that John Lewis haven't resolved the situation
0:08:55 > 0:09:00and that City Link haven't even responded to her attempts to contact them.
0:09:00 > 0:09:02At first, I was quite upset over the whole episode.
0:09:02 > 0:09:08But now I'm actually getting quite angry that no-one's trying to resolve the issues for me.
0:09:08 > 0:09:13I've even had to go out and purchase another iPad, so I'm even more out of pocket.
0:09:13 > 0:09:17And her neighbour Denise won't be rushing to do anyone this sort of favour again.
0:09:17 > 0:09:22'I've said to my neighbours about the experience'
0:09:22 > 0:09:26and I said, "I'm sorry, but I shan't be taking any more parcels in for you."
0:09:26 > 0:09:29Because of what's happened.
0:09:30 > 0:09:36So who should foot the bill if an online purchase doesn't reach its destination?
0:09:36 > 0:09:39And where exactly does the responsibility of the retailer end?
0:09:40 > 0:09:43When you buy any item by mail order or online,
0:09:43 > 0:09:45the item remains at the risk of the seller
0:09:45 > 0:09:46until it's delivered to you.
0:09:46 > 0:09:49If it's delivered to a neighbour or left on a doorstep,
0:09:49 > 0:09:52it still remains at the risk of the seller until you get it.
0:09:52 > 0:09:55It's always difficult to prove whether you've received an item,
0:09:55 > 0:09:57but that shouldn't stop you making your claim.
0:09:57 > 0:10:00You need to go back to the seller and tell them immediately you haven't received the item.
0:10:00 > 0:10:04It's no good if they try to say it's the responsibility of the courier.
0:10:04 > 0:10:08The courier is their agent and it's their responsibility until you actually receive it.
0:10:08 > 0:10:12But Jenny's angry it isn't the seller that's lost out, it's her.
0:10:13 > 0:10:17I can't believe, just because I wasn't in at a particular time,
0:10:17 > 0:10:20that I'm out of pocket so much money.
0:10:21 > 0:10:26But after months of wrangling, when we got involved, Jenny's case had a happy ending.
0:10:26 > 0:10:29John Lewis have refunded the full amount she paid for the iPad
0:10:29 > 0:10:31plus £100
0:10:31 > 0:10:37and as a further gesture of goodwill have arranged the delivery of flowers to Jenny and Denise.
0:10:37 > 0:10:41They say there were some clear failings in the way the complaint was handled
0:10:41 > 0:10:44for which they apologise sincerely.
0:10:44 > 0:10:47They've also told us they're looking into how they can change their website
0:10:47 > 0:10:51to allow customers to leave specific delivery instructions.
0:10:51 > 0:10:57And City Link say they carried out an extensive internal investigation into this case
0:10:57 > 0:11:01and found no evidence to warrant further investigation into the actions of their driver.
0:11:01 > 0:11:04But, after looking into it further,
0:11:04 > 0:11:08nor can they find evidence any card was left after the first delivery,
0:11:08 > 0:11:12an oversight for which they apologise, saying since this incident
0:11:12 > 0:11:15they have introduced new training to...
0:11:22 > 0:11:25So though that finally brings the situation to an end,
0:11:25 > 0:11:30Jenny still can't quite believe she had to spend so long fighting her corner
0:11:30 > 0:11:32against two big names she thought would help.
0:11:32 > 0:11:36I'd ordered something online and I thought it would be a simple process.
0:11:36 > 0:11:41The package would be delivered. And then to have to report it to the police,
0:11:41 > 0:11:43I was quite shocked that I had to do that.
0:11:48 > 0:11:53Next, a very-well established company with over 40 years' experience in home improvements.
0:11:53 > 0:11:57Now, their website promises an end result, and I'm quoting, that's
0:11:57 > 0:11:59"nothing less than perfect".
0:11:59 > 0:12:01But here's a family that simply wouldn't agree.
0:12:01 > 0:12:03So take a look at how things ended up
0:12:03 > 0:12:08and make up your own mind as to whether they had the customer service you would hope for
0:12:08 > 0:12:09on a job like this.
0:12:13 > 0:12:15By now, Roy Briffen and his son, John,
0:12:15 > 0:12:19should be looking at a crucial extension to a much-loved family home.
0:12:19 > 0:12:24It's been our home for 33 years, my wife and I,
0:12:24 > 0:12:27and we've looked after it,
0:12:27 > 0:12:30we've tended it, and the garden.
0:12:30 > 0:12:31And it is our home.
0:12:31 > 0:12:36We obviously looked forward to our retirement
0:12:36 > 0:12:41and to living here for the rest of our days.
0:12:41 > 0:12:4386-year-old Roy and his wife Elizabeth
0:12:43 > 0:12:45have been married for 64 years
0:12:45 > 0:12:47but sadly, Elizabeth has dementia
0:12:47 > 0:12:52and as her symptoms got worse, Roy hoped that by extending the house downstairs
0:12:52 > 0:12:54to create an accessible toilet downstairs,
0:12:54 > 0:12:58that it would delay the moment she might have to leave home and go into care.
0:12:58 > 0:13:00My father wanted this work done desperately
0:13:00 > 0:13:02because of my mother's condition.
0:13:02 > 0:13:07The company who arranged the work is one of the biggest names in the business,
0:13:07 > 0:13:10Zenith, part of Zenith Staybrite Ltd.
0:13:10 > 0:13:12But things didn't go to plan.
0:13:14 > 0:13:16It's been their pride and joy
0:13:16 > 0:13:22which basically has been almost destroyed.
0:13:22 > 0:13:26The facilities Roy had hoped would make life easier for his wife
0:13:26 > 0:13:29were never added and now are no longer needed.
0:13:29 > 0:13:32Elizabeth has now had to move into a home.
0:13:32 > 0:13:35After so long together, her absence is keenly felt.
0:13:35 > 0:13:38Everywhere you look, there's a blank space
0:13:38 > 0:13:41and that's she's no longer here.
0:13:41 > 0:13:43And you...
0:13:52 > 0:13:54She was so loving.
0:13:58 > 0:14:02Roy had used Zenith before, in 2005,
0:14:02 > 0:14:05to fit new windows, and in 2011 for a new front door.
0:14:07 > 0:14:11So when they called him in 2012, asking if he needed any further work doing,
0:14:11 > 0:14:15he was happy to tell them about his idea for the downstairs loo for Elizabeth.
0:14:15 > 0:14:19The company sent someone round to see how it could be done.
0:14:19 > 0:14:21Typical salesman.
0:14:21 > 0:14:23He wanted the business.
0:14:23 > 0:14:27And keen, you know, to get things done.
0:14:27 > 0:14:32Which was all right, because it was what I wanted.
0:14:32 > 0:14:36Once they'd been and got you to sign,
0:14:36 > 0:14:38they were gone.
0:14:38 > 0:14:40After they'd quoted me,
0:14:40 > 0:14:43I had a look at the plans they'd shown
0:14:43 > 0:14:46which seemed OK.
0:14:48 > 0:14:53It was a bit more than just a toilet.
0:14:53 > 0:14:56It was a sort of conservatory as well.
0:14:56 > 0:14:59Even so, Roy agreed to the job
0:14:59 > 0:15:01but when John next spoke to his father,
0:15:01 > 0:15:04he was a little concerned that the plan for a downstairs toilet
0:15:04 > 0:15:06had developed into something much more elaborate.
0:15:06 > 0:15:10I thought it was a little peculiar, to say the least.
0:15:10 > 0:15:14And when he expressed how much they were going to charge him for it,
0:15:14 > 0:15:17I was again remarkably taken back.
0:15:17 > 0:15:21The total cost would be £16,500
0:15:21 > 0:15:25and Roy had paid a deposit of 3,320 up front.
0:15:25 > 0:15:28I did think at the time it was an astronomical amount
0:15:28 > 0:15:33for what ostensibly is only something that's just over two metres by two metres square.
0:15:33 > 0:15:38But I understood that my father was becoming desperate
0:15:38 > 0:15:43for a way of resolving this issue of having a downstairs toilet
0:15:43 > 0:15:47which anybody who's got someone elderly in their home
0:15:47 > 0:15:50or someone with dementia, would understand
0:15:50 > 0:15:53how this affects your day-to-day living.
0:15:53 > 0:15:57And this offer of the work being done quickly...
0:15:59 > 0:16:04..the price was just something that fell by the wayside, really,
0:16:04 > 0:16:08because of the desperation to actually get the work done.
0:16:08 > 0:16:11Zenith's paperwork said that work on the project would start
0:16:11 > 0:16:13within eight to ten weeks,
0:16:13 > 0:16:16once any necessary third-party approvals had been obtained.
0:16:16 > 0:16:19But John was surprised when work began sooner than he expected.
0:16:19 > 0:16:24They suddenly turned up more or less out of the blue
0:16:24 > 0:16:26to start work on it.
0:16:26 > 0:16:31I expressed surprise and said have they not been through building control
0:16:31 > 0:16:34or the planning department of the local authority?
0:16:34 > 0:16:41To which they told him they'd got a licence not to do that.
0:16:41 > 0:16:43I thought, "That's a bit strange."
0:16:44 > 0:16:48The workmen from a separate building company subcontracted to do the job
0:16:48 > 0:16:52cracked on with digging up the patio and starting to lay foundations.
0:16:52 > 0:16:56But John remained concerned about the speed with which work had started
0:16:56 > 0:17:01and was sceptical about what the workmen had told him that the necessary checks had been done.
0:17:01 > 0:17:06I was extremely dubious of that, as I'd never heard of a special licence,
0:17:06 > 0:17:10and insisted that he actually contact the local authority.
0:17:10 > 0:17:12Upon phoning the local authority,
0:17:12 > 0:17:17the building control department insisted that they stop work at that point.
0:17:17 > 0:17:20Upon arriving on site and inspecting the work,
0:17:20 > 0:17:26she said, yes, it did need to have building control permissions to do it
0:17:26 > 0:17:31and therefore they'd have to submit a full set of plans.
0:17:31 > 0:17:34So all work immediately had to stop.
0:17:34 > 0:17:35And there was worse to come.
0:17:35 > 0:17:39The water company were called in to look at a mains-adopted drain
0:17:39 > 0:17:41that ran across the back of the house.
0:17:41 > 0:17:45And the extension actually sat over the top of it.
0:17:45 > 0:17:51Obviously, water companies do not like buildings over the top of their drains
0:17:51 > 0:17:53or near their drains.
0:17:53 > 0:17:57The water company eventually said the work could not proceed at all.
0:17:57 > 0:18:00So from the moment work stopped in the summer of 2012,
0:18:00 > 0:18:03Roy's been left with a garden looking like this
0:18:03 > 0:18:06and no idea whether that indeed would be put right.
0:18:06 > 0:18:10I'm extremely annoyed with the way that my company have left my father
0:18:10 > 0:18:15with not only an extension which is not being built and can't be used,
0:18:15 > 0:18:19on top of that they've left a pile of sand and cement out there
0:18:19 > 0:18:22that is sitting there not going anywhere.
0:18:22 > 0:18:26As the months went by, Roy became increasingly frustrated.
0:18:26 > 0:18:30A whole year had gone by.
0:18:30 > 0:18:32Every fortnight or so I was ringing
0:18:32 > 0:18:35and they were saying, "Don't worry",
0:18:35 > 0:18:39and fobbing me off with what they obviously couldn't solve.
0:18:39 > 0:18:44But then in April of this year, 12 months after he signed the paperwork for the job,
0:18:44 > 0:18:47an envelope containing a cheque and compliments slip
0:18:47 > 0:18:50arrived at Roy's house.
0:18:50 > 0:18:52No note, no nothing.
0:18:52 > 0:18:57No communication as to why, just a cheque.
0:18:57 > 0:18:59We could only assume
0:18:59 > 0:19:04that this cheque, because it was equal to the amount that my father had paid as a deposit,
0:19:04 > 0:19:06was the return of his deposit
0:19:06 > 0:19:10and consequently, that was the end of the contract.
0:19:10 > 0:19:13They're not interested any more and just walk away from the job.
0:19:14 > 0:19:17When we contacted Zenith, they told us they were...
0:19:21 > 0:19:23But Roy's particular case...
0:19:33 > 0:19:36They say they've kept him informed and updated throughout and...
0:19:42 > 0:19:47And they say they refunded Roy's deposit immediately that became clear.
0:19:47 > 0:19:50But they recognise that he's very dissatisfied
0:19:50 > 0:19:51so have confirmed that they will...
0:19:53 > 0:19:55..and their cost and they...
0:19:59 > 0:20:02But while it's good news that Roy's garden will now be put right,
0:20:02 > 0:20:05John is angry about the effect all this has had on his dad.
0:20:05 > 0:20:09The amount of stress that my father has gone through in this previous year,
0:20:09 > 0:20:11in his own home,
0:20:11 > 0:20:15has been totally horrible for him.
0:20:24 > 0:20:26The sun's shining, the streets are busy
0:20:26 > 0:20:29and so is the Rip-Off Britain pop-up shop!
0:20:31 > 0:20:33This year, we came to Liverpool
0:20:33 > 0:20:35with our free consumer advice clinic.
0:20:35 > 0:20:37Outside was our Complaints Corner
0:20:37 > 0:20:40where scores of you came to tell us about your grievances.
0:20:40 > 0:20:43Makes me feel annoyed, and it's a complete waste of time.
0:20:45 > 0:20:48Inside, our experts were all ready to hear about your problems.
0:20:48 > 0:20:52- My gosh! You've stuck at it! - Exactly!
0:20:52 > 0:20:56I take my hat off to you! Three years of writing letters!
0:20:56 > 0:21:00They must open their post and think, "Joyce has written again!"
0:21:02 > 0:21:05And we were dishing out advice in the streets as well
0:21:05 > 0:21:09with our consumer workshops around the corner attracting the crowds.
0:21:09 > 0:21:11Dr Jessica Barker took to the stage
0:21:11 > 0:21:16to warn Liverpool shoppers of the perils of revealing your personal information online.
0:21:16 > 0:21:20Most criminals now are using social networking sites
0:21:20 > 0:21:23to find out when houses in their local area are empty.
0:21:23 > 0:21:27So they find someone who's posted something on a social networking site
0:21:27 > 0:21:29saying, "I'm off on holiday",
0:21:29 > 0:21:32and then they get the person's name and then find the person's address.
0:21:32 > 0:21:36So they can use different parts of the internet to aggregate data
0:21:36 > 0:21:40to find out where you live, when your house will be empty
0:21:40 > 0:21:42and how they might break into your house.
0:21:42 > 0:21:46Criminals can very quickly put two and two together to get valuable information
0:21:46 > 0:21:48by surfing social networking sites.
0:21:48 > 0:21:51And they can pick up useful details if you reveal too much about your family.
0:21:51 > 0:21:55What is another piece of personal information that we're often asked for by banks
0:21:55 > 0:21:57and financial services?
0:21:57 > 0:21:59They'll often ask for our mother's maiden name.
0:21:59 > 0:22:01It takes your average cyber criminal
0:22:01 > 0:22:06about five minutes and they will very quickly know what your mother's maiden name is.
0:22:06 > 0:22:08So my piece of advice is
0:22:08 > 0:22:11don't use your actual mother's maiden name
0:22:11 > 0:22:14but use a word that only you know and only you will think of.
0:22:15 > 0:22:20Jessica has also put together a fact sheet full of all these tips and more.
0:22:20 > 0:22:23You can find it along with advice from all the other workshops
0:22:23 > 0:22:25we ran in Liverpool on our website.
0:22:32 > 0:22:35Still to come on Rip-Off Britain.
0:22:35 > 0:22:37An online store, a special occasion,
0:22:37 > 0:22:39and a disastrous dress!
0:22:39 > 0:22:43I really feel angry that they can send out these shoddy dresses
0:22:43 > 0:22:46and take people's money
0:22:46 > 0:22:49and leave them feeling so terrible.
0:22:50 > 0:22:55You know, sometimes it isn't just how a company deals with those big complaints
0:22:55 > 0:22:58that gives you an idea of the quality of their customer service.
0:22:58 > 0:23:04More often than not, it's the small everyday things that absolutely drive you crazy!
0:23:04 > 0:23:07And none more so, apparently,
0:23:07 > 0:23:09than the time it can take some companies
0:23:09 > 0:23:11to answer your telephone calls.
0:23:11 > 0:23:14We know from your letters and emails
0:23:14 > 0:23:16that you really do not like it
0:23:16 > 0:23:19when even the simplest query to some of Britain's biggest names
0:23:19 > 0:23:23can involve hanging on the phone for a lot longer than you would like.
0:23:23 > 0:23:28So how long is too long when it comes to making the call?
0:23:28 > 0:23:32And how quickly should you be able to speak to an actual human being?
0:23:32 > 0:23:36To find out, we've been making a few calls of our own!
0:23:40 > 0:23:45Well, the most annoying thing, I think, is being passed around
0:23:45 > 0:23:50and asked to hold and all this irritating music being put on.
0:23:50 > 0:23:53I've found myself shouting at the phone and putting it down and giving up.
0:23:53 > 0:23:57Having to go through a number of options before you get to where you want to be.
0:23:57 > 0:24:01And not speaking to a real person straight away.
0:24:01 > 0:24:05Automated phone lines, voice-activated services
0:24:05 > 0:24:07and seemingly endless menu options,
0:24:07 > 0:24:11press one for this, two for that, nine for something else. You know the scene.
0:24:11 > 0:24:16You've told us that customer service lines that keep you hanging on the phone drive you mad!
0:24:16 > 0:24:19So one man has spent the last seven years
0:24:19 > 0:24:21fighting to get companies to make things better.
0:24:23 > 0:24:26Sick and tired of pushing buttons
0:24:26 > 0:24:29until he got to speak to an actual human being,
0:24:29 > 0:24:32Nigel Clark decided to take matters into his own hands.
0:24:34 > 0:24:36One of my biggest points of frustration in the early days
0:24:36 > 0:24:40was when I was ringing my insurance company one evening
0:24:40 > 0:24:46and it took about three or four minutes to get through five or six levels of menus
0:24:46 > 0:24:47and listen to all the options.
0:24:47 > 0:24:49And I thought, "Great, I'm through",
0:24:49 > 0:24:53and then I got a voice saying, "Sorry, our offices are closed."
0:24:53 > 0:24:59How often does that happen? But Nigel has turned his frustrations into a personal campaign.
0:24:59 > 0:25:01This is important to me and became a personal fight
0:25:01 > 0:25:04because of the frustration I felt.
0:25:04 > 0:25:07And in talking to one or two other people about it,
0:25:07 > 0:25:10I would always get the same emotional reactions.
0:25:10 > 0:25:14I'd say, "What do you think about call centres?" "I hate them. Can't stand this or that."
0:25:14 > 0:25:16And the emotion of individuals,
0:25:16 > 0:25:19as individuals, you can't necessarily do something about it.
0:25:19 > 0:25:21With those voices ringing in his ears,
0:25:21 > 0:25:24Nigel DID do something about it.
0:25:24 > 0:25:26When I realised that if I knew what numbers to press,
0:25:26 > 0:25:29I could the through the menus a lot quicker,
0:25:29 > 0:25:33cos I didn't have to listen to each list of options at each menu level.
0:25:33 > 0:25:36So I realised that on some companies and started making notes.
0:25:36 > 0:25:41I put a few post-its round the PC and as it started to build up, I then created more and more.
0:25:41 > 0:25:44Nigel's notes kept growing
0:25:44 > 0:25:47and eventually he had his own little black book of shortcuts
0:25:47 > 0:25:50for all the companies that he regularly phoned.
0:25:50 > 0:25:54But he didn't want to keep such valuable information to himself.
0:25:54 > 0:25:58I created a database, built it up, made thousands and thousands of phone calls,
0:25:58 > 0:26:00and then published it online for everyone to share.
0:26:00 > 0:26:03And the reaction I got was overwhelming. Absolutely amazing.
0:26:03 > 0:26:06Everyone was feeling the same frustration as I was.
0:26:06 > 0:26:08The result of all of Nigel's hard work
0:26:08 > 0:26:12is a website that lists call centre menu shortcuts
0:26:12 > 0:26:13for hundreds of UK companies.
0:26:13 > 0:26:16It means you can quickly skip through the options
0:26:16 > 0:26:18instead of having to listen to them.
0:26:18 > 0:26:22The only downside is that in order to save the rest of us precious minutes,
0:26:22 > 0:26:26Nigel reckons he must have spent over 300 hours on the phone
0:26:26 > 0:26:28totting up all the information.
0:26:28 > 0:26:30Even though it's been tremendously frustrating,
0:26:30 > 0:26:34what I did like was the fact that I knew I was beating the system
0:26:34 > 0:26:39and getting through and then I could help others to do the same thing.
0:26:39 > 0:26:41It's amazing, that response.
0:26:41 > 0:26:46In helping others in terms of using consumer power, if you like,
0:26:46 > 0:26:50to get the companies to start to change their menus and think about their customers.
0:26:50 > 0:26:51That's really rewarding.
0:26:51 > 0:26:54But it's clear from everything that you tell us
0:26:54 > 0:26:57that Nigel's bug-bear is shared by quite a few of you
0:26:57 > 0:27:02and ironically, the businesses that some of you reckon are the worst to get in touch with
0:27:02 > 0:27:04are the ones in the communications industry!
0:27:04 > 0:27:10I would say the most annoying customer service centres I find
0:27:10 > 0:27:14tend to be mobile providers.
0:27:14 > 0:27:18Phone companies. If I try and phone my provider,
0:27:18 > 0:27:21then I'm often left on hold for ages. They're probably the worst.
0:27:21 > 0:27:26Bad companies to call up I find are mobile phone and broadband. I've had problems with them in the past.
0:27:26 > 0:27:29So we decided to do a bit of research of our own
0:27:29 > 0:27:32and called some of the biggest names in the business
0:27:32 > 0:27:35to see just how long they would take to answer the phone.
0:27:35 > 0:27:38We chose four household names
0:27:38 > 0:27:40that many of us rely on for our landlines.
0:27:46 > 0:27:53We wanted to test how quick and easy they make it for customers who ring up with a query about paying a bill.
0:27:53 > 0:27:57So over two days, we called the main customer services number
0:27:57 > 0:28:00for each of these companies a total of 50 times.
0:28:00 > 0:28:02We called them at different times of day,
0:28:02 > 0:28:05assuming that some would be quieter or busier periods.
0:28:05 > 0:28:08And we timed how long it took from dialling the number
0:28:08 > 0:28:12to actually getting through to a human being.
0:28:12 > 0:28:13Though not a scientific test,
0:28:13 > 0:28:18it was directly replicating the typical customer experience.
0:28:19 > 0:28:21But get ready for a shock,
0:28:21 > 0:28:24because the results were not what we expected!
0:28:25 > 0:28:27Whether it was just because we called on a good day,
0:28:27 > 0:28:30or that big companies are investing more in customer service,
0:28:30 > 0:28:33the waiting times were not as long as we'd feared.
0:28:33 > 0:28:35TalkTalk came out the fastest.
0:28:35 > 0:28:40Over all those calls, the average time it took to get through to a human being
0:28:40 > 0:28:43was just...
0:28:43 > 0:28:46They also had the fastest single call
0:28:46 > 0:28:49as on one occasion, we got through the menu and straight to a person
0:28:49 > 0:28:51in only...
0:28:51 > 0:28:54BT were next,
0:28:54 > 0:28:57with an average waiting time of...
0:28:58 > 0:29:01Then it was Virgin, who had an average wait of...
0:29:03 > 0:29:05And finally Sky.
0:29:05 > 0:29:08The average time they kept us on the phone before we got through was...
0:29:11 > 0:29:13And they had the single longest wait, too,
0:29:13 > 0:29:18with one call taking just over 10 minutes to be put through to an advisor.
0:29:20 > 0:29:23'We now have five options for you.'
0:29:23 > 0:29:27But overall, none of those companies performed badly.
0:29:27 > 0:29:29So, was all this just a one-off?
0:29:29 > 0:29:33To find out, we did a quick test on some of the mobile phone companies, too.
0:29:33 > 0:29:35'For details of your bill
0:29:35 > 0:29:39'including dates and to check payments, press two.'
0:29:40 > 0:29:44This time, we made 20 calls to each company over one day.
0:29:44 > 0:29:47The quickest overall to answer was T-Mobile
0:29:47 > 0:29:51who picked up in an average of one minute and eight seconds.
0:29:51 > 0:29:53Next fastest was 3,
0:29:53 > 0:29:56with an average waiting time of one minute 42 seconds.
0:29:56 > 0:30:00Then there was a slightly longer average wait for Vodafone,
0:30:00 > 0:30:05who typically put us through to a person in three minutes 28 seconds.
0:30:05 > 0:30:10And finally, Orange, who took an average of five minutes 39 seconds
0:30:10 > 0:30:11for us to be put through.
0:30:11 > 0:30:15They had the longest individual call of all the companies in our test, as well,
0:30:15 > 0:30:19with one call in the morning lasting ten minutes 41 seconds.
0:30:21 > 0:30:23When we contacted the companies that we'd called,
0:30:23 > 0:30:26they told us that they work hard to get customers the best service,
0:30:26 > 0:30:29with some pointing out that they have advice online,
0:30:29 > 0:30:31so that a call may not even be necessary.
0:30:31 > 0:30:33Sky told us that on average last year,
0:30:33 > 0:30:36they answered five million billing-related calls
0:30:36 > 0:30:38in less than 50 seconds.
0:30:38 > 0:30:42But when there are particularly high call volumes, they...
0:30:44 > 0:30:46And Orange, now part of EE,
0:30:46 > 0:30:48said they always strive to help customers...
0:30:50 > 0:30:53But Nigel's not resting on his laurels yet.
0:30:53 > 0:30:55His battle isn't just about the wait.
0:30:56 > 0:31:01I'm campaigning to improve the standards of phone menu design.
0:31:01 > 0:31:03Ideally to get rid of them completely, but that's not practical.
0:31:03 > 0:31:08Also, the other potential area is to have more free-phone numbers as well.
0:31:08 > 0:31:11Because so often, they charge very high rates for calls,
0:31:11 > 0:31:14landlines or mobile numbers,
0:31:14 > 0:31:17and then take ages to get through the menus.
0:31:17 > 0:31:19That's ripping people off.
0:31:19 > 0:31:23So if you're having problems getting through on a customer service line,
0:31:23 > 0:31:27just remember there are ways that you might sometimes be able to speed things up.
0:31:27 > 0:31:32And do make sure you complain to the company that you're trying to call if they're a bit slow.
0:31:32 > 0:31:35Because your feedback really could improve their service.
0:31:38 > 0:31:43Most companies you tell us about haven't set out to rip you off.
0:31:43 > 0:31:45So when you feel that's what's happened,
0:31:45 > 0:31:48it may be that their terms and conditions just weren't clear enough,
0:31:48 > 0:31:51or there's been a genuine mistake
0:31:51 > 0:31:52where they've been slow to put it right.
0:31:52 > 0:31:55Whatever the explanation, when things go wrong
0:31:55 > 0:31:57you need to know what to do and where to turn.
0:31:57 > 0:32:00So we've put together a guide of tips and advice.
0:32:00 > 0:32:03You can find a link to this free guide on our website.
0:32:07 > 0:32:10Or for a hard copy, send a self-addressed stamped A5 envelope
0:32:10 > 0:32:13to the address we'll give you at the end of the programme.
0:32:14 > 0:32:17The internet has revolutionised the way we do our shopping.
0:32:17 > 0:32:20We can buy anything from anywhere.
0:32:20 > 0:32:22More people than ever before are using the web
0:32:22 > 0:32:24to buy a mind-boggling variety of goods
0:32:24 > 0:32:27from holidays to cars, toys to houses.
0:32:27 > 0:32:32In 2012, around 38 million of us used the internet to buy goods
0:32:32 > 0:32:36and we spent a staggering £62.4 billion doing so.
0:32:36 > 0:32:39There are many advantages to shopping online,
0:32:39 > 0:32:41but there can also be severe disadvantages,
0:32:41 > 0:32:44as we find out in our next story.
0:32:48 > 0:32:50Georgia Radcliffe and her mother Gemma
0:32:50 > 0:32:53wanted an extra-special dress for Georgia's school prom.
0:32:53 > 0:32:56But when they couldn't find what they wanted in the shops,
0:32:56 > 0:32:58they switched their search to the internet.
0:32:58 > 0:33:01All my friends have been bragging about these websites
0:33:01 > 0:33:05and you just Google a website and you can basically trust anything.
0:33:05 > 0:33:08They'd all got these pretty dresses, had no problems.
0:33:08 > 0:33:11So I said to Mum, "This is the way to do it."
0:33:11 > 0:33:13I thought to myself, "I'll know it when I see it."
0:33:13 > 0:33:17And she was right. Georgia eventually found her dream dress
0:33:17 > 0:33:20on a website called persun.co.uk
0:33:20 > 0:33:23which promises its dresses are "Sure to make an impression
0:33:23 > 0:33:25"and turn heads at your prom."
0:33:25 > 0:33:27I saw it, I was like, "Oh, my God, it's perfect."
0:33:27 > 0:33:33It was the right colour, the right length, it had my size in stock. Everything was perfect.
0:33:33 > 0:33:37From the pictures on the site, the dress was everything Georgia wanted
0:33:37 > 0:33:40and although she couldn't try it on,
0:33:40 > 0:33:45she and her mother were reassured by the fact that the website said they could return it if it didn't fit.
0:33:45 > 0:33:48There was a seven-day returns policy on it.
0:33:48 > 0:33:52They had a sale on, it was in the budget we were looking at.
0:33:52 > 0:33:55It seemed perfect. She was so excited by it.
0:33:55 > 0:33:58Although the site offered a bespoke dressmaking service,
0:33:58 > 0:34:05Georgia didn't need this as her measurements were the same as the standard size 8 on the website.
0:34:05 > 0:34:08So she chose one of their off the shelf dresses.
0:34:08 > 0:34:14We checked through the sizing and made sure we gave ample space if we needed to take it in,
0:34:14 > 0:34:19so I felt it was a legitimate site and we were getting a good quality dress.
0:34:19 > 0:34:23With many of the dresses Gemma and Georgia had looked at in the shops
0:34:23 > 0:34:26costing two or three times the price of this one,
0:34:26 > 0:34:27it seemed they couldn't go wrong.
0:34:27 > 0:34:30And if there did turn out to be a problem with the dress,
0:34:30 > 0:34:33well, there was always that seven-day return policy.
0:34:35 > 0:34:39We bought the dress at £79 with a shipping cost of £15,
0:34:39 > 0:34:42which did say was estimated.
0:34:42 > 0:34:47So I assumed at that point the dress was coming in from abroad
0:34:47 > 0:34:49but a company was based in the UK.
0:34:49 > 0:34:53In fact, just because a web address looks as if it's in the UK,
0:34:53 > 0:34:56it doesn't mean that's where the company behind it
0:34:56 > 0:34:57is actually based.
0:34:57 > 0:35:01You can get a web address ending .co.uk wherever you are.
0:35:01 > 0:35:04Persun's company offices are in Hong Kong
0:35:04 > 0:35:07and close inspection of their website makes that clear.
0:35:07 > 0:35:10I showed my friends, and they all said it was really pretty.
0:35:10 > 0:35:15I was really excited and counting down the days for it to come.
0:35:15 > 0:35:19Finally, after much anticipation, the dress arrived.
0:35:19 > 0:35:22We opened it up and I was like, "I'm not going to like this."
0:35:22 > 0:35:26Then I tried it on and my heart sank.
0:35:26 > 0:35:29I looked at myself in the mirror and felt like crying.
0:35:29 > 0:35:34I felt awful. I looked at my mum and she was like, I could just see it in her face.
0:35:34 > 0:35:35I looked horrible!
0:35:35 > 0:35:40The material was tacky, it gaped everywhere,
0:35:40 > 0:35:42it didn't do up properly at the back.
0:35:42 > 0:35:45It had a stain on it, the hem's not even.
0:35:45 > 0:35:48It's just really bad quality.
0:35:48 > 0:35:51It's not what we thought at all.
0:35:51 > 0:35:54The dream dress that Georgia had set her heart on
0:35:54 > 0:35:56was a huge disappointment.
0:35:56 > 0:36:00When you put the dress on, automatically you were like, "It doesn't fit."
0:36:00 > 0:36:03- You were gutted. - I thought it was my fault
0:36:03 > 0:36:07because we'd ordered this dress online and we'd said to each other, "You'd better like this dress!"
0:36:07 > 0:36:09in a jokey way.
0:36:09 > 0:36:12You could just tell from the quality how poor it was.
0:36:12 > 0:36:16It wasn't going to fit properly anywhere.
0:36:16 > 0:36:21- It really wasn't...- And just to see her so upset about it.
0:36:21 > 0:36:23We thought it was going to be bigger than her size.
0:36:23 > 0:36:29So it was a real shock to realise that it wasn't going to fit her at all.
0:36:29 > 0:36:32There was nothing we could do with it in order to make it fit.
0:36:32 > 0:36:36But reassured that they had seven days to return the dress,
0:36:36 > 0:36:38Gemma got straight in touch with the website.
0:36:38 > 0:36:43I sent them a polite email. "This dress doesn't fit and we would like to return it
0:36:43 > 0:36:46"in line with your seven-day return policy."
0:36:46 > 0:36:50Gemma was pleased when Persun promptly replied to her email
0:36:50 > 0:36:52but not so pleased when she saw what they had to say.
0:36:52 > 0:36:57The claimed that the dress was made to order, so they could hardly accept the return.
0:36:57 > 0:37:00Instead, they offered to make a new dress at a reduced price,
0:37:00 > 0:37:02all of which was nonsense to Gemma.
0:37:02 > 0:37:06She knew she'd ordered an off-the-shelf standard size 8 dress,
0:37:06 > 0:37:08not one tailor-made to fit.
0:37:09 > 0:37:13We didn't specifically send Georgia's measurements for them to make the dress.
0:37:13 > 0:37:19We ticked the box to say size 8 and Georgia was well within their guidelines for that measurement.
0:37:19 > 0:37:21We assumed that we would be taking it in when it arrived
0:37:21 > 0:37:25because we'd allowed extra space within the dress.
0:37:25 > 0:37:27So I was very angry about that.
0:37:27 > 0:37:30When Gemma had a closer look at the terms and conditions,
0:37:30 > 0:37:33she was even more convinced she was entitled to a refund.
0:37:33 > 0:37:37Their website clearly stated that the company don't generally accept
0:37:37 > 0:37:39any returns or exchanges
0:37:39 > 0:37:43except if there's a problem with quality, size or colour.
0:37:43 > 0:37:45When Gemma measured the dress herself,
0:37:45 > 0:37:50she found it was half an inch smaller than Persun had said it would be on their website.
0:37:50 > 0:37:53As Gemma was convinced the size was clearly wrong,
0:37:53 > 0:37:55she believed she should be able to get her money back.
0:37:55 > 0:38:00Their response to that was that they had checked with the factory directly
0:38:00 > 0:38:04and the dress that they had sent was definitely within the measurements
0:38:04 > 0:38:07that would fit Georgia,
0:38:07 > 0:38:09when clearly that wasn't the case.
0:38:09 > 0:38:12Gemma had hit a brick wall with the company.
0:38:12 > 0:38:14The only options Persun were offering
0:38:14 > 0:38:17were a partial refund of £15
0:38:17 > 0:38:19or to make Georgia a new dress
0:38:19 > 0:38:21for which they'd have to fork out more.
0:38:21 > 0:38:24Neither of which was good enough as far as Gemma and Georgia were concerned.
0:38:26 > 0:38:28This whole incident's left me feeling really guilty
0:38:28 > 0:38:32because my mum's paid all this money to get this dress that I really wanted.
0:38:32 > 0:38:35Now I feel really disappointed that I've let her down
0:38:35 > 0:38:38and that we have to buy another dress.
0:38:38 > 0:38:41The financial impact is really big
0:38:41 > 0:38:44and I feel bad for Georgia cos I know Georgia feels guilty
0:38:44 > 0:38:49and £100 is a lot of money that I had to find in the first place
0:38:49 > 0:38:52and now have to find again in order to get a dress.
0:38:52 > 0:38:57I really feel angry that they feel they can send out these shoddy dresses
0:38:57 > 0:38:59and take people's money
0:38:59 > 0:39:03and leave them feeling so terrible
0:39:03 > 0:39:05on such a lovely, exciting occasion.
0:39:05 > 0:39:09When we contacted Persun, they told us that they...
0:39:11 > 0:39:13..and that their quality control team...
0:39:16 > 0:39:18They also point out that they have received...
0:39:20 > 0:39:23And after a bit of to-ing and fro-ing,
0:39:23 > 0:39:26Persun has now offered Gemma a full refund for the dress.
0:39:26 > 0:39:30But as she'd still have to pay to return it to them,
0:39:30 > 0:39:32she still feels she's out of pocket.
0:39:32 > 0:39:36So instead, she's hoping that as she paid for the dress by debit card,
0:39:36 > 0:39:38she'll be able to get a refund through her bank
0:39:38 > 0:39:40via the charge-back system.
0:39:40 > 0:39:44In hindsight, I should have researched the company much better.
0:39:44 > 0:39:49I should have done an engine search on them to find out proper reviews.
0:39:49 > 0:39:52Had I have done that, we would not have used the company
0:39:52 > 0:39:56because there were very poor reviews of them when we searched.
0:39:56 > 0:40:00Georgia did find her perfect dress eventually and had a wonderful prom.
0:40:00 > 0:40:04But she's not sure she'll be shopping online for such an important purchase again.
0:40:04 > 0:40:07I think we're going to stick to shop buying now, aren't we?
0:40:07 > 0:40:09We're not going to buy an internet dress again.
0:40:19 > 0:40:21Here at Rip-Off Britain,
0:40:21 > 0:40:23we're always ready to investigate more of your stories.
0:40:23 > 0:40:25You can write to us at:
0:40:36 > 0:40:38Or send an email.
0:40:42 > 0:40:46The Rip-Off team is ready and waiting to investigate your stories.
0:40:47 > 0:40:51You send us so many horror stories about poor customer service
0:40:51 > 0:40:55that it really was refreshing to find that, at least on the day that we called,
0:40:55 > 0:40:57the response was actually quite good.
0:40:57 > 0:41:00So if you are ringing a company with a complaint,
0:41:00 > 0:41:04you just may find that you can get through to a real person
0:41:04 > 0:41:06a lot sooner than you might have expected.
0:41:06 > 0:41:10Hopefully that means that the big names are putting their money where their mouth is
0:41:10 > 0:41:12and investing properly in customer service.
0:41:12 > 0:41:14Because treating people well is, after all,
0:41:14 > 0:41:18the best way and maybe the only way to make sure they keep coming back for more
0:41:18 > 0:41:21rather than being tempted to take their business elsewhere.
0:41:21 > 0:41:25Very true. But keep telling us your examples when businesses don't get it right
0:41:25 > 0:41:29and we'll see if we can give them a nudge in the right direction!
0:41:29 > 0:41:31That's all we've got time for today.
0:41:31 > 0:41:33We'll be back investigating more of your stories very soon.
0:41:33 > 0:41:36- Until then, from all of us, goodbye. - Bye-bye.- Goodbye.
0:41:58 > 0:42:01Subtitles by Red Bee Media Ltd