Bought a PS4 in the Black Friday sale from PC World. Ordered it for Click and Collect on the morning of Friday thinking I'd be able to pick it up that day (like Argos). Had to wait 24 hours for them to actually deliver the item (do they not have PS4's in store?) at about 4pm the following day
Travelled 60 miles round trip to collect from their Telford store as that is the closest to me. Went and collected a sealed bag which apparently had all the items in it, the PS4 and the game bundle.
Got home and got the PS4 out - no games bundle. Tried calling but no answer - phone number actually given on e-mail for enquiries had been changed from an 0844 number to an 03 number but no-one has bothered to change the e-mails (very poor!)
Following day finally got through to someone after waiting on the phone for over 30 minutes listening to a repeated message that they know I am waiting...
Was told by customer service person on phone that their should be an extra package which is waiting at the store, they'd made a mistake as they'd sent the two packages separately on two different vehicles and so that is why I'd only received one package. I was told I'd have to go down there to collect the package - even though I pointed out to the staff that the store is 30 miles away.
Drove out to the store, very annoyed at this point and explained to the person the situation and that I'd had to drive 60 miles to fix a problem which they'd created and that I'd been waiting on the phone for over 30 minutes for someone to answer at a national line (which everyone from the entire UK who was trying to get in touch with a PC World somewhere in the UK would be calling - why not give numbers out to local shops if the central depot can't handle calls of this volume then people aren't waiting as long and are speaking to the appropriate people). Store clerk went over to get a manager who abruptly come to me and immediately demanded to know what this was all about. I explained to her that I'd had to drive 60 miles to get the rest of my console because they'd made a mistake.
Her attitude was just to remind me it is Black Friday - hmmm??? so does that mean you give worse customer service to people who got a deal on Black Friday???, she then went to get the package and just pushed it immediately into my hands. No apology for the error, not even the offer of a gift card as compensation for the petrol wasted. I did mention that really there should be some compensation considering how far I live from the store and it's not my fault that they can't be bothered building a store closer to Ludlow.
Manager just passed the buck and told me that as it was online order she can't deal with compensation enquiries and that I'd have to call the enquiries line on Tuesday to see if they'll reimburse me for the travel expenses caused by their mistake.
Absolutely appalling customer service, manager made me feel like I'd caused the problem and not them. I nearly bought the PS4 from somewhere else as I've had bad dealings with PC World in the past in their other stores, but PC World were offering Fallout 4 with the bundles too which no-one else was - but seeing as CeX sell Fallout 4 for £8 I should have just bought the console from somewhere else and saved myself 2 gallons of petrol with PC World's mess up, certainly will give PC World a wide berth next Black Friday (or anytime in the future) if that's what they think of their customers.