Info and forum posts by 'marcusq'

RE: FOXY.co.uk really are brilliant!!!!!

Wooooooo, hey, we suddenly got popular :D

Hiya spurs boy, whoot and random name...

I don`t read this for half a day and loads of people have joined the discussion, even a fan, brilliant.

I don`t know if I can reply to every comment but thanks for the positive words, at least some people have read everything I wrote.

Since you mention it I heard a few bad comments from other companies in the industry about this forum recently so I don`t feel as bad any more, seems like other companies get much harsher treatment than us and this forum has quite a reputation for flaming and carpet-bagging so I don`t feel so bad about the minority opinions any more now I know there are some nice people here too.

We seem to be having a civilised discussion now, I believe I have addressed everyone`s points and offered anyone with a genuine problem plenty of advice and explanation on how to help deal with it through the proper channels, so I can sleep much better tonight. (can you believe I actually woke up thinking about this crazy thread).

Thanks for everyone that has read my replies, we really are genuine, honest and offer a great service. I believe I have answered all points so this should be my last post on this thread.

Cheers,

Marcus

www.foxy.co.uk

RE: FOXY.co.uk really are brilliant!!!!!

Hi CHJ,

Glad to help and I am sorry that title is not currently available to stock and fulfil.

We rarely get time to surf the forums but will try to look around more in future to see if our customer service staff can help direct people when there appears to be communications issues or other problems that have not been resolved to a customers satisfaction.

The best method is still to contact us through the website.

We are also working on systems to transcribe phone calls so that we can start a customer services phone line.

One thing this thread has highlighted is that we should and will work on an advice page for the website for email communications and to help customers trouble-shoot if there is a problem with either us receiving emails or the customers receiving responses due to spam and virus filters and other possible email problems.

Surprisingly, about 3% of all emails we send to customers "bounce" for one reason or another, sometimes they get their own email address wrong, sometimes their mailbox is full, sometimes our domain is blocked by their spam filters and it is also incredibly frustrating for us when we are replying and we cannot get a message through.

We will also work on adding a system where we can tell customers in their "My Account" pages when we have had emails bounce back so that they can check their details and our messages.

Thanks for your understanding and working with us to improve our service.

(Believe it or not since we have started we have seen Amazon Play and HMV copy/introduce later features we have created first on our website so I am sure we are innovating and the competition is good for improving thing for everyone)

All the best,

Marcus

www.foxy.co.uk

RE: FOXY.co.uk really are brilliant!!!!!

iQue,

Perhaps you should just phone me on 01534 885900 I don`t feel we are getting anywhere here, I still think posting anonymous flames is not really the best way to help everyone. Perhaps some order details, dates, times, any messages from the post office would help me identify your specific problem. I have resolved CJHs issue very quickly and I am happy to look inito any others. Sorry to anyone that has already understood this but I`ll repeat it on this page for anyone just reading the end of the thread....

People can only receive a "dispatch" email when an item`s barcode it scanned as it is put into a post bag. Those post bags are then tied with a cable tie and loaded to the post office vans and are shipped to the UK on exactly the same locked containers as Play and Amazon, the post bags are not untied until they reach the UK. The only reason an item would not arrive would be a postal issue (lost / stolen / not signed for / miss-addressed) 99.9% of items arrive as expected and the very few that go missing it is very very rare that they would be lost or stolen, it is usually because they were not signed for or the address was wrong or the letterbox was insufficient. We have a very efficient way of dealing with all of these things and lodging investigations with the post office. I strongly advise against people claiming things are lost/stolen before allowing time for delivery (Royal Mail, as used by most companies, advise this is 14 working days) because many companies are now providing postcode details for fraud prevention purposes and postcodes can get blacklisted where fraud or theft might be suspected when goods repeatedly go missing to an address. If you believe there is a genuine problem in your area then please do report it to Royal Mail and provide them as much detail as possible, they will be able to monitor your local delivery network for any problems.

If there are any stock issues due to the high volumes we turn over then we email to advise of any short delays or unavailability and offer the customer the choice to wait or cancel for a full and immediate refund.

We do read and reply to all emails we receive, in fact the customer service guys were quite upset when they read these messages because they are sure they reply to everyone. We do dispatch every item ordered or email the customer and refund them if there is any delay or problem (product recalls / damage in stock, scratched discs spotted in QC). Please however bear in mind we are in Jersey so you do get a slightly better price but is can add 1 to 5 days to the postage depending on the shipping conditions and freight loads and all companies here use the same logistics network so if it is a problem for one it is usually a problem for al that week. (Fog and high winds at sea are the main problems here)

The ONLY major problem that there ever is is if we do not receive an email or the customer does not receive a response email. This can be quite frustrating for both parties. In this day and age, sadly Spam is so prevalent, we filter out thousands upon thousands of spam emails every day due to the sheer amount of infected computers out there. People also have spam and virus filters on their computers, ISPs and mail services which some people have on a setting that can block our messages. Email is just not as reliable as it used to be so we encourage people to use the website, that way we can record an enquiry and easily attach it to an order so that we have a full thread of conversation when we discuss a customers account, we are expanding this system to add responses to the customers account pages as well as notification emails. No system is perfect but I am pretty sure there is little difference between ours and Play or Amazons. I do hope people appreciate our efforts and try to work with us and not against us. We are real honest people working very hard here every day to provide a good service. I know it is a cliché but help us to help you, please be understanding and polite and we will do everything possible to make sure every customer is a happy customer.

Thanks,

Marcus

www.foxy.co.uk

This item was edited on Wednesday, 30th May 2007, 09:59

RE: FOXY.co.uk really are brilliant!!!!!

Quote:
Still waiting for the reply.....I sent an email/details though your web site.........order number included!!!! and still nothing....
If you have contacted customer services tonight you will get a reply tomorrow. If you have not received a reply within 1 working day then we did not receive your message, please try again.

Order numbers are anonymous and do not reveal your personal details. We would prefer you contact us through our website.

I can only reply to messages about specific orders if you advise me of the order number, however, I maintain we read and reply to all customer service emails and the best way to contact us it through the website.

We are Data protection registered and fully compliant we never share customer details and take customer privacy very seriously.

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you don't see Amazon or Play asking for them do you?
Do Play and Amazon reply to people on Forums?

www.foxy.co.uk

RE: FOXY.co.uk really are brilliant!!!!!

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OK, any chance of finding out what is happening with my order :
07-03-11-60036-66178
I welcome your reply!

Hi CJH,

I have checked and sorted out your order, please check your email for my message and let the guys on here know if everything is OK.

Cheers,

Marcus

Anyone else I can help?

www.foxy.co.uk :)

This item was edited on Wednesday, 30th May 2007, 00:16

RE: FOXY.co.uk really are brilliant!!!!!

I`m sorry to hear that. Do you have any positive suggestions for us?

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594054850458
sorry that is not a real order number, please private message me any genuine enquiries or contact customer services.

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just answer people`s emails in the first place
We read and reply to all customer service emails we have receive. If you haven`t had a reply then we haven`t had an email for one reason or another.

We have hundreds of thousands of happy customers and in the unlikely event something doesn`t go smoothly then we investigate all queries individually, please do contact us with genuine enquiries and they will be looked into. The website it the best place to do this, we cannot offer customer service on a forum, I am only on here to offer guidance and reply to any genuine queries where possible.

www.foxy.co.uk

RE: FOXY.co.uk really are brilliant!!!!!

It seems the original post for this thread is a bit rude using "distasteful language" shouldn`t that be removed?

www.foxy.co.uk

FOXY.co.uk really are brilliant!!!!!

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Yes you did. My first post in this thread was in reply to yours!

OK, sorry, mistaken identity then, I`m better with real names. So how can I help you? :)

Marcus

www.foxy.co.uk :)

This item was edited on Tuesday, 29th May 2007, 22:40

RE: LOL

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That`s funny.... it`s just made my day.

Great, does anyone actually have an order they would like checked? I can check if we received your emails and what the replies were as well if it helps?... or are we just making idle conversation now? :D

Sorry guys, love to talk all night but I have to go home and get my supper now, look forward to catching up tomorrow. (:¦

Cheers,

Marcus
www.foxy.co.uk

This item was edited on Tuesday, 29th May 2007, 22:22

RE: LOL

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why don`t you go and answer the email enquiries and complaints that have already been sent?

Our office hours are 9am to 5:30pm Monday to Friday. Customer Service staff answer all emails are answered every day. They are really nice guys so please be nice to them and they will do all they can to help.

Please, if someone thinks their email is not getting through use the contact form on the website. We want to make sure all customers are happy.

Please also check your computer for viruses etc as our filter will bounce infected emails. There are many reason why emails don`t always arrive but the website contact form should offer a good alternative for anyone having problems.

Anyone else got an actual order issue they would like looked into just message me or post your order number and I`ll check it.

Thanks,

Marcus

www.foxy.co.uk

This item was edited on Tuesday, 29th May 2007, 22:26

RE: LOL

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Just realising that? I *wrote* that this thread and your posts had warned me off.

Hiya,

Email or Private Message me and I`ll send you a voucher to try us out and you can make up your own mind.

Not sure what the other dude`s problem is but maybe I`ll get an order number and I`ll find out?

Can anyone else help me out here? How do I respond to all this?

This item was edited on Tuesday, 29th May 2007, 23:47

RE: LOL

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Ah, forgetful. Makes sense.

And your order Order Number is?

www.foxy.co.uk

This item was edited on Tuesday, 29th May 2007, 22:25

RE: LOL

Hang on!...

Quote:

It helped *me* for one. I`ve never used FOXY, and thanks to this thread (and your reply - I doubt very much people came here to a random DVD forums in the first instance!) I never will.

So you`ve never actually ordered anything from Foxy.co.uk?

www.foxy.co.uk

This item was edited on Tuesday, 29th May 2007, 22:25

RE: LOL

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Nobody`s buying it, sweetheart.

Please post or private message your order number so that I can investigate further.

www.foxy.co.uk

This item was edited on Tuesday, 29th May 2007, 22:24

RE: LOL

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PS: Marcus, "PS Does nobody here have real names?"......that would be a firm NO!!!!...............

Please post your order number so that I can investigate your claims.

www.foxy.co.uk

This item was edited on Tuesday, 29th May 2007, 22:24

RE: LOL

Quote:
First of all, thanks for the warning to be aware that you`re on Marketplace.

Now, would you like to explain why your "keener prices" means that Amazon is selling the #1 DVD "Pirates Of The Caribbean - Dead Man`s Chest" for £9.98, the cheapest it`s on Marketplace is £8.29, 10 other sellers have it under a tenner, and you are "keenly" pricing it at an astonishing £18.50?!

The other top 10 DVDs you are peddling are also more expensive than Amazon! Shocked

LOL.

Hi "xfg",

For many top titles yes you will find the big companies have the best prices, that is because they buy in much larger volumes and sell at amost cost to help create the illusion they must be the cheapest for everything for the average shopper. You will find us much better with harder to find products and rare or deleted items.

At the time of writing we have 49,479 products available to purchase through Amazon Marketplace, we are the cheapest for 2,749 of them and for many others we are in the top 3 best prices by only a few pennies or are the cheapest seller in the UK or Jersey. I won`t post links because they will go out of date but needless to say you examples are not completely representative so please do look out for our great deals.

Kind Regards,

Marcus

This item was edited on Tuesday, 29th May 2007, 21:04

RE: LOL

Quote:
It helped *me* for one. I`ve never used FOXY, and thanks to this thread (and your reply - I doubt very much people came here to a random DVD forums in the first instance!) I never will.
Then you may never know whether the other comments you read were fair and balanced. I heard Marmite was horrible but I quite like it :D Private message me and I`ll send you a gift voucher to try us with so you can make your own mind up.

Cheers,

Marcus

PS Does nobody here have real names?

FOXY.co.uk really are brilliant !!!!

iQue please supply you order number so that I can check the status of your order. I assure anybody else reading this we NEVER, EVER would keep anyone`s money without them getting the goods they purchases as expected or fail to refund a genuine complaint made allowing for investigation time with the post office.

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I originally come across this thread though searching on Yahoo! (in the first top 10 results)
Yes, this is unfortunate, we have hundreds of thousands of happy customers but a few very vocal people on this thread seem to be shouting disproportionately loudly, I recommend taking such comments with a pinch of salt. They are opinions being expressed which is the wonderful thing about our society, so please de feel free to form your own opinions and provide us with any feedback so that we can keep improving. We have a very high positive feedback rating and are proud of the work we put into offering the best possible service and prices. I will gladly look into any order personally and verify the exact situation if anyone wants to post an order number here or contact us in any other way.

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It makes other people think twice before they buy from two bit internet shopping sites. Sadly for Foxy it was my first and last purchase.
Every customer is important to us and iQue, you really are very special and don`t ever doubt it ;)

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I learnt the hard way.......
Yes, the contact form is quicker, we can`t read all the forums alll the time unfortunately.

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so learn from your mistakes.....
Good advice!

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and others, stick to what you know (Amazon, Play) no matter how much the price is!!!!
I have also purchased items from Play and Amazon, they really are very good. However, if you want the same quality items at a lower price you will find us cheaper on many things. We use the same postal system as them, the same suppliers, the same packaging and all our post goes in the same containers. The biggest difference is our website is focused on being less cluttered and our prices are keener for many titles because we have lower overheads. However, if you prefer Amazon then we can recommend you try the Marketplace for even more choice, you will find we also sell there as foxycouk and you are fully protected by the Amazon A-Z Guarantee. On our website you are protected by the Alliance and Leicester merchant bank clearing house which is an equally good protection system for you.

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Make sure the company is established....
We have been selling reliably and successfully online for 4 years and have hundreds of thousands of happy customers, check :B

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first so do a little research like read these types of threads
Yes, and get both sides of the story! iQue, if you wish to reveal your order number which will not identify you then I can look into your case. I presume you claimed a refund and received it?

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you will be throwing you money away and not to say your life!!!!!
Hmmmm, untruth followed by scaremongering, where`s the icon for a pinch of salt :p

If anyone would like a discount voucher off of their first purchase from Foxy to re-assure you of our commitment to value then please just send us a message through our website and we`ll email you one back.

If anyone has any questions about our delivery or refund policy you can find more details here:

www.foxy.co.uk/foxy/delivery_information/

and here

www.foxy.co.uk/foxy/returns_policy/

and please anyone with any specific questions to me, just post them here or contact me through the website and I will endeavour to get back to you as soon as possible.

www.foxy.co.uk/forms/contact_us/

All the best,

Marcus
www.foxy.co.uk

This item was edited on Tuesday, 29th May 2007, 22:25

FOXY.co.uk are brilliant !!!!

Hi Guys,

Sadly this thread has cause no-end of problems for us and it seems a shame because it is untrue and unhelpful and we are a group of people running an honest company with the aim of giving an alternative to the giants like Amazon and Play to give customers more choice.

I will endeavour to address the points made in the thread and would appeal to each individual poster to please also post details when your problem is resolved, it is unfair just to leave comments on a forum if you have a problem without 1st giving us a chance to resolve it and second letting people know when it is resolved.

Please, if you are going to post an order query or problem you MUST post the order number so that we can resolve the issue, you should not be able to make a complaint unless you can identify the order and give us a chance to resolve the complaint and when it is resolved you should post the resolution or remove the original complaint.

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avoid FOXY !!!
How is this helping anyone?

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I`ve been awaiting dvds (about 65 £ ) from those bastards since... 18 AUGUST that never came !! After a dozen of mails, see the mail i received last week :
This is inflammatory, contains insulting language, is anonymous and is untrue.

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Shouldn`t there have been a card through your door to bring the above fact to your attention?
Yes this would have been posted Special Delivery. More delivery information can be found here: www.foxy.co.uk/foxy/delivery_information/ Please note the difference between dispatch and delivery. We use Royal Mail for UK deliveries.

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In any case it is down to Foxy to send you a replacement. If you do not receive goods within a month I would contact credit card company and do a chargeback.
Please not chargebacks are an absolute last resort and we would never want a problem to continue to the point where you would want to request a chargeback. Please note chargebacks will get you blacklisted from ordering on our website and may get you blacklisted wiith other mail order companies so should always be a last resort. We read and respond to ever single email so please just try to resolve any problems with customer services.

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I have never used foxy but their prices did look too good tobe true for a relatively new company.
Well, it goes to show that Amazon and Play are making more profits from you then. Hopefully you will continue to support smaller companies like ours as we keep prices lower and give customers more choice than just the giants would like you to have.

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6. Foxy.co.uk neglected to send the parcel and now don`t know whether they did or not due to insufficient record keeping and are trying to wriggle out of their responsibility to their customer.
This is simply not possible. All items are barcode scanned and placed in a postage bag and tied up and handed to the postal service. We have a record of every single item, we know it`s weight to the gram, the second it was scanned and have CCTV watching everything being scanned, packed and dispatched. These are all postal issues.

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guess i` ll wait one week more and after will complain to my bank
Please contact customer service with your order number, it`ll be quicker.

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But my suspicion is that the parcel was simply never sent.
This is impossible, we scan every single barcode as an item is placed into a postage bag and then tied closed until it reaches royal mail in the UK. If it did not reach Royal Mail we would know because an entire bag of items would be missing, this has never happened. 99% of these problems are delivery problems, not dispatch problems.

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You should tell them that due to previous problems with your mail going missing it`s now being monitored and you will be contacting the Royal mail investigations team so you will need more information about the package like description of package , date sent , weight , cost of posting etc.
If you email us we can provide all of this information, we are working on making it available in the "My Account" pages to make it even easier for customers to track.

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If they haven`t sent it the last thing they will want is Royal mail`s fraud team looking in to it.
Fraud is a criminal offence and to imply or accuse a company or person of fraud could be deemed defamatory and/or libellous in a court of law. I suggest this comment is inflammatory and should be removed. I cannot reply to this comment because this may prejudice any legal action we may be entitled to take. I will check with our legal insurance.

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Have you contacted Trading standards
We work very closely with Trading Standards, we invited them to see our operations and they were very impressed. All they do is pass enquiries onto our customer services and they get dealt with by them and Trading Standards copies in non the replies. Normally we find it was just a problem with the customers email or spam/virus blockers somewhere.

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Unfortunately i cannot trace it because the value of your items is under £18. If you have not received your order by monday then get back to me and i will see what i can do. I will most probably speak to my manager and he will authorize me to re-send your order.
We are considering sending ALL items recorded delivery dues to postings like this that might incite people to deny arrival of goods to try to get a copy sent out. Amazon can afford that, we have to be a bit more careful to please accept our apologies for the extra time taken to do checks. Would people prefer to save an extra 75p on an item and have it posted through the letter box when they are out or would they prefer to pay 75p more and have to sign for items and collect from the post office? I`d be interested to know.

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I have sent over 60 e-mails[quote]
we received 4 in one day, within a few hours. Yes, there was quite a lot of bad language. It`s nice to be nice, we cann blacklist abusive customers if necessary. Polite will always get a swift response, try it.

[quote]I intend to persue these people (Foxy/Marcus Quinn).
I spoke to this guy and his problem was resolved immediately.

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if anybody is still having trouble with this lot i got advice from consumer direct. thet told me to send them a recorded letter of complaint which i did ,my dvds came within the week.so you can give it a try good luck
An email will have the same effect, please allow 2 working days during busy periods for a reply and check you are sure we we are getting the email.

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I`m sure this will help: Little bit of research on the internet - including domain name look-up and a few calls and hey hoo...
+44 (0)1534 XXXXXX,
Please delete that, it is for a different company. Our number is 01534 885900 but we prefer email because it gives us a better record of your comments to help give you a better service.

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I design online shops for a living and No-one reviews sites saying:
"I found what I was looking for very easily using their search bar and result filter options. Although I`m always scepticle of new online websites I thought I`d give them a go as they were the cheapest (I hope) and was very surprised when my order arrived just a few days after ordering it. As long as their prices stay low I`ll keep going back."
5 STAR excellent
We have hundreds of thousands of happy customers, sounds like this one was a bit of a techie, don`t know, could have been a friend of one of the staff, I couldn`t say.

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OK I got them Grinning

I suggest that you order as normal but keep the pressure on.

I get the impression that they have got a really good website, but haven`t realised how much work is involved in keeping such a site maintained at the same time as keeping everyone happy and the customers returning.

I was impressed that the site generates progress reports... but then they dried up.

If you get stuck with them then use the number above, just don`t P them off, or post anything slanderouse else you`ll get in a right mess.
Yes, all problems are looked into individually, normally any delay is just a postage delay due to the weather, traffic or busy periods. Most items arrive very quickly. And, yes, please don`t flame or defame, its not nice or helpful. Be nice and you will find people much more helpful.

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Would not going through your record and contacting the people who have already been emailing you?
We read and reply to every enquiry we receive, if you don`t think we are receiving them that is a different issue. If you want us to look into or reply about a specific case please post your order number.

Quote:
posted by iQue on Monday, 23rd April 2007, 19:56

Sorry keeping this thread alive, but with a more recent problem about foxy......I totally have to say they are terrible when it comes to customer service but are great at taking your money.

Anyway I placed my order and my item status on the site said ready for picking or something this was the same for about 5 days....so I had to email them and ask them what was the holdup.....yep no reply to my email but then the status did change to now dispatched...."surprise"....

So about 20 days later may be longer, yep nothing received. I have several emails, no replies to any of them and they have been a few. I have done all the checks it says to on the website and nothing.....

John, if you still read this fourm???

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If your problem has still not been sorted, please email us and we will do everything in our power to to sort it out and regain your faith and trust in us.



How, when you don't even reply?

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I would just like to take this opportunity to say that our main priority at Foxy is customer satisfaction. I have noticed from reading these posts that there are a few people who are unhappy with our services



Customer satisfaction, take some time out and read some emails or forums like this one and take note....

Overall foxy is a waste of time and I should have paid the extra £5 and got my item from Amazon, at least they send you actual items.

I will try the phone number above tomorrow and see where that gets me? But what I don't really understand that they state that all items are sent recorded so it shouldn't be a problem to prove it was sent or if it got lost, surely the delivery company can confirm this? So they can do some customer service and get the item resent or refund the customer there money back, at least.......
And your ORDER NUMBER is? We will not reply to order enquiries in the thread but we will at lest them be able to email you or phone you if we have valid contact details and we will address any issues specifically.

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Reading these threads must be like deja-vu for everybody who uses Foxy.co.uk
After seeing a DVD £4 cheaper on Foxy than anywhere else, I ordered, yes it was in stock 9 weeks ago when I ordered and has been so ever since, I ordered on a Saturday night and recieved a confirmation within an hour that it was in stock and was being picked. The following morning my order now read sent to dispatch. - Amazing I thought! It then sat in "sent to dispatch" for the next 6 weeks. All emails went unanswered, yet guess what? unlike any other retailer who don`t debit your card until your order has been sent, Foxy take it straight away!. Amazingly after exactly 6 weeks my order then changed to dispatched - unamazingly this has now been 21 days ago and no DVD and still no reply to any emails.
I urge everyone who has been conned by these obvious fraudsters, to inform their credit card company that they wish to issue a chargeback against the purchase and then follow it up with an email to TV`s Watchdog programme. If enough people complain to them, at least their scam will be highlighted nationally and hopefully warn off future buyers. Another plus would be that the coverage may put them out of business (If they ever had one in the first place!).
Just email us or phone 01534 885900 and it will be resolved. When it is, please post the resolution or remove the original thread.


Guys!

Firstly, order numbers, please post them if you want a specific order investigated.

Secondly, be nice, we are nice people trying to run an honest business, don`t be paranoid, we only want you to get a good honest service, help us to help you and keep bringing you choice. Imagine if all the smaller companies were not here, what kind of a service and price do you think the large companies would give you?

Thirdly, please don`t flame or defame or post names and phone numbers of staff members, it is distressing to those staff and is publicly embarrassing, we respect all your privacy, please respect our staff`s, they are all really great guys and all want to help you.

Lastly, if a comment in this thread is untrue or out of date, please edit or remove it.


Thanks for reading all this from all of us at Foxy 8)
www.foxy.co.uk

This item was edited on Tuesday, 29th May 2007, 22:24