INEFFICIENT AND UNCONCERNED ABOUT CUSTOMER SATISFACTION
Ordering a magazine subscription for a family member in the UK was an absolutely shocking experience.
Organising the subscription was itself time-consuming, as their website was inflexible and unintuitive in accepting details outside France.
The subscription was due for automatic renewal on 19 February, with a cut-off point for this to be cancelled on 20 January.
In fact, the renewal sum was debited from my bank account on 13 January, despite my emailing them to cancel automatic renewal (7 days before their deadline.)
When contacted, their Service Clients did not offer one word of apology and never have, subsequently, but promised that reimbursement – of a sum taken illegally by them – would be made “within 20 or 30 days”
Communication with their Service Clients is pointless: the poor telephone staff clearly can do very little; however, one, at least, was gratuitously rude and aggressive, as voice recordings of these interactions would prove.
I have contacted my English bank, who are, thankfully, following this up on the basis of all the information I have provided, at their request, and will themselves reimburse me.
I would very strongly suggest avoiding this disreputable organisation: they are inefficient, either because their systems are poor or because it is in their interest to delay reimbursements, discourteous, uninterested in customer satisfaction and, in my view, dishonest.
UPDATE
Well, the reply is utterly risible!
Via presse
- were incompetent and difficult to deal with when setting up the subscription;
- debited my account for an automatic renewal 5 weeks before the due date and one week before the deadline for my cancelling renewal, which I had already done;
- were extremely unhelpful - and, on once occasion, gratuitously downright rude - on the phone;
- took well over a month to reimburse my money which they had knowingly taken wrongly;
- never once offered a word of apology (until now)
If all this is 'completely beyond [their] control, I think it shows very clearly what a dreadful organization they are and why they are to be absolutely avoided!
Reply from Viapresse.com
Hello
We apologize for the inconvenience caused, which is completely beyond our control.
We assure you that the order has been canceled and the refund has already been made to your credit card.
Your subscription service.
