Iko (iko) wrote,
  • Mood: disappointed

You Won't Like Me When I'm Angry

So...

This year, I decided to treat myself to a subscription to Doctor Who Magazine. That seems reasonable, right? I was very excited about the upcoming series, I like the look of the magazine, it's all fun and stuff.

I decided to get a subscription through Whostore (whostore dot co dot uk), because I thought that they would be, like me, enthusiastic about Doctor Who, treat their customers well, etc.

I was so, so wrong.

I have tried to work with them for the past 7 months to get my subscription up and running, to no avail, so I decided to go public. I'm upset, angry, and I don't want anyone else to go through the misery of what I'm going through. Maybe they'll do right by me because I've gone public, but I've tried to work with them, as you'll see below, and see that I have been treated with awful customer service: silence.



I purchased my subscription through their store (which is run by Google) on January 6th. It's on my bank statement, plain as day, for 90 GBP. That's an international subscription at the time, since I'm located in New Jersey, USA.

On the same day, I wrote them this:


To: mail@whostore.co.uk
From: Eileene

Hello there!

I just got a 12-month subscription to DWM and I was wondering which issue I would be started on.
If possible, I would *love* for my subscription to start with issue #417, the first Matt Smith issue and the first with the new look.

Can you let me know if this is possible?

Thanks!


---

They wrote back on January 7th:


To: Eileene
From: mail@whostore.co.uk

Hi there,

I can confirm your subscription will begin with issue #417.

Kindest Regards,

The WHOSTORE Team


---

FANTASTIC! I thought.
Only, Issue #417 came and went and I didn't receive anything. I thought that, maybe, because I'm in the US, I should expect some sort of delay in when I receive my copy.

I wrote back to them on February 1st:


To: mail@whostore.co.uk
From: Eileene

Hello!

I haven't received my issue #417 yet. Is there a month delay for issues sent to the US? I was wondering because I've already spotted information online for issue #418.

Can you let me know?

Thank you!


They responded that same day:


To: Eileene
From: mail@whostore.co.uk

Hi Eileene,

There can be up to 4 weeks before your subscription starts, depending on
when you ordered. I can confirm you first issue will be 418.

The WHOSTORE Team


Ok, so that made me worried. How come last month they confirmed me for issue #417 and now they are confirming me for #418?

Hmm.

But I decided to give it time. Lots of time, especially since in February I was busy, went to Gally, lots of other things. And in the meantime, I wait for my magazine subscription to start.

I actually got a magazine in the mail! Issue #419. VERY exciting! Disappointed because I thought my subscription was going to start with issue #418 as they had stated, but I figured lines get crossed, things happen, and it didn't matter since I got issue #419. WOO! I thought that it finally started and I could look forward to a year's worth of Doctor Who love.

Alas, this was not to be.

I open up a conversation again with them in APRIL 26th. This time, I email both the general whostore customer service email and their missing orders email addresses:


To: mail@whostore.co.uk, missingorders@whostore.co.uk
From: Eileene

Hello!

I was wondering when US subscribers will be receiving Issue #420. I have not yet received it in the mail. Do we get issues around the same time that UK subscribers get the next issue?

Thanks!


Neither email address responded to this email at all.

I sent them this email on May tth:


To: mail@whostore.co.uk, missingorders@whostore.co.uk
From: Eileene

I sent this email last week and haven't received a response yet. Can someone let me know the status of my subscription?

Thank you!


This time, they responded the same day:


To: Eileene
From: mail@whostore.co.uk

Hi Eileene,

You should have your first issue within the next 14 days.

Kindest Regards,

The WhoStore Team


Sigh. It's like a broken record.
They didn't really answer my question. So I wait a week and a half.

I sent them this on May 13th:


To: mail@whostore.co.uk, missingorders@whostore.co.uk
From: Eileene

Hi there!

I sent an email two weeks ago and I haven't heard when I'll be receiving issue #420 or issue #421. Can someone please let me know the status of my subscription? It's been over a month since I've gotten anything.

Thanks!


They write back that day:


To: Eileene
From: mail@whostore.co.uk

Hi Eileene,

It can take up to 4 weeks for the subscription to activate. I can confirm
your first issue will be #421 and you should receive it shortly.

Kindest Regards,

The WhoStore Team


By this time, I felt like I wasn't being treated well, as a customer. I get the same broken record response, the same non-answers. I had bought this subscription in JANUARY and I received one issue in March and then I felt like I was forgotten.

So, I decided to actually write them a response, also on May 13th:


To: mail@whostore.co.uk, missingorders@whostore.co.uk
To WhoStore Team,

My subscription, however, started a few months ago. I have not been receiving any of my issues. I should have received issue #420 and #421. I'm concerned because this is not a NEW subscription. This is an EXISTING subscription. I have not been receiving issues. Does this fall under Missing Orders? I haven't heard at all answers to any of my previous questions about when I should be expecting my subscription issues based on being in the US.

I'm not sure who to contact with this problem. It's not a msising order and it's not a new subscription. I received one issue of DWM and I haven't received any further issues. I've received two separate emails about which issue was going to start my subscription.

I was supposed to START by subscription on issue #417 back in February. I never received #417 and it started with #418. I haven't received #420 or #421. Can you give me the information of whomever is in charge of ensuring that SUBSCRIPTIONS are going out to the right people and that I'm on that list? I've been really disappointed so far. I want to receive DWM but I haven't gotten it and it's depressing to see the issues ON THE SHELF in the US when I haven't received it in my mailbox yet.


They wrote back quickly, this time:

To: Eileene
From: mail@whostore.co.uk

Hi Eileene,

Apologies it's a simple case of crossed wires on this end. Your subscription
did indeed start with #418. As there have been a couple of issues that
haven't been received, please could you re-confirm your address? We will
then send #421 to you recorded delivery, and all future issues should arrive
with you on time going forwards.

Kindest Regards,

The WhoStore Team


YAY!

So I sent them this:

To: mail@whostore.co.uk, missingorders@whostore.co.uk
From: Eileene

The WhoStore Team,

Thank you!

Here is my address:

[Address deleted for security purposes]

Thank you again and I can't wait to get the issues!


That was back in mid May.

Nothing.

My last correspondence to them was on June 29th, when forwarded them a copy of the above email along with the following:

To: mail@whostore.co.uk, missingorders@whostore.co.uk
From: Eileene

I sent this email to the WhoStore Team middle of last month, for a subscription that I paid for in January 2010 and I haven't received any issues yet.
Can someone PLEASE let me know what is going on?

I am extremely disappointed.


I did not receive a response to that email.
I called my credit card company, in hopes to dispute the charges, mentioning that it's a magazine subscription and I haven't received my goods.

We'll see what happens.

Sigh.


So, here it is. I hate doing this because I believe that I could work things out with people, but this hasn't worked out. I have no idea what I am doing wrong and it has been very frustrating.

Interestingly, in the same time period, I've had an amazing customer support experience relating to Doctor Who items from ThinkGeek. I ordered my Eleventh Doctor sonic screwdriver from them. I received it and realized that it wasn't working, so I requested a replacement. They sent me a mailing label so that I didn't have to pay for the return. I returned the product and I promptly received my replacement...

...which had a wonky screw and I couldn't open the battery compartment to put in the batteries. I wrote them saying that the new sonic they sent me was also not working. AGAIN, they sent me a mailing label and I sent them the screwdriver back and received a beautiful, working sonic soon afterwards.

I cannot praise ThinkGeek enough for their amazing customer support. I bought my Christmas gifts this past year through them and they have gained not just a loyal customer but an enthusiastic one.

I wish I could say the same about the Whostore.
So very, very disappointing.

This entry was originally posted at http://iko.dreamwidth.org/2370.html. Feel free to comment there or here. There are comment count unavailable comments so far on this post.
Tags: doctor who
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