I ordered an item for next day delivery on 8th December, 10 days on and still no delivery, numerous calls and emails to the firm which take on average an hour to answer the phone and never a response by email. .
The tracking system does not work and the alternate number to call is out of service.
At all costs avoid this firm they are clearly inept and way behind other retailers who have got the ordering and customer service sorted.
My new HP laptop has been out of action for 6 weeks now-I only purchased it in Dec 2014 well my family bought it not me I never would buy from PC World. I'm currently having a dispute with them as to why they see it fit to treat my laptop purchased in good faith in such a manner that I deserved an open box returned to me with a dusty laptop inside that looked to me as though it had not been touched. Well clearly I don't warrant such treatment nor do any of their customers. Without a doubt buying from PC World is a gamble if nothing turns out wrong with the device you can bet their customer service should you ever need them leave you dazed and amazed it's so bad it's almost funny.
Bought a Desktop PC which includes a monitor (£1036 in total). The items was in stock on the website, and available to collect from the local store. Instead I went for the home delivery since I had found a 10% off voucher online, so I went along and did that instead. But a few days after I get a "regret to inform you" email that my Monitor was not in stock, but the Desktop tower was, so I then thought fine. Another week passes and nothing again. I check my order online and find that the status still hasn't changed, but the page for the product did and that it was available for home delivery BUT collect from store was!?! I ring up and ask if its remotely possible to do collection instead, I get told bluntly no and then I requested a refund which to be short.. was not easy AT ALL.
This weekend, my husbands laptop finally "gave up the ghost" - Very disappointing certainly, but not altogether unexpected. After around six years fantastic service, it was almost like "Trigg's Broom"so many parts had been replaced, we sadly accepted that it was time for the little netbook to go to the electronic graveyard in the shed.
We set ourselves a budget for a replacement machine, and spent some hours on the internet over two days working out what would give us the best value for money - PC World, Curry's and Argos all had the exact model at the same price, so on Sunday afternoon, I went off shopping!
I must add, that before I left the house, I popped onto PC Worlds web site one last time, where I did a "dummy order" and checked that the actual laptop that we wanted was in stock - and it was.
In the area I chose to shop, there is an out of town retail part (Chichester in West Sussex) where Currys and PC World are adjoining stores.
I didn't choose the best of days to go shopping personally, as I was feeling rather unwell with a head cold, but I thought I wouldn't be in the store too long so I parked the car and went into the shop.
I was served quite promptly by a pleasant young man, I was stood next to the exact model of laptop that I wanted, and I explained that after a great deal of research I would like to buy the same model, he checked his computer/till for stock and said that yes, that would be ok as there was one left in stock. As per usual, the sales assistant tried to sell me virus protection. I explained to him that I already had virus protection at home, I had a spare licence to use. I also clearly told him that I was unwell, I did not wish to buy anything else, only the laptop.
In the space of twenty minutes, the sales assistant tried to sell me two other products, a bundled virus protection and Cloud storage. Again, I firmly told him no. I was aware of the products he was talking about but I did not want to buy anything else - whilst still waiting, he then started to ask me about Microsoft Office and did I have a copy, we discussed the version of Office that I had at home, I explained that if the version I had was not compatible then I would download a free alternative version - and please, I do not wish to buy anything else, only the laptop.
I have to admit to feeling a little frustrated by this point, the sales assistant certainly was only doing his job and following company policy I assume, but somewhere in the company policy I really wish would be re-iterated is that they should listen to the customer, when the customer is very clearly and plainly saying that they do not wish to buy anything else, only the initial item in question.
I had been in the store for over twenty minutes when I was told that the laptop in question could not be found in the stock room. The computer said that it should be there, but it was nowhere to be found. I suggested that I would go next door to Currys as they had the identical model there, but I was told that there was no point as they were the same company and the stock was the same.
I left the store eventually, disappointed and somewhat short of patience. I am not the kind of customer to get cross and make a scene, far from it - but I certainly found that shopping in PC World was not an experience I was in a hurry to repeat in the near future.
I assume, rightly or wrongly, that the sales staff are instructed to try to sell as many extra products as the possibly can - however they need to listen to their customers - less of the hard-sell please, it is off-putting.
And please PC World - keep your stock control in check!
I was interested in a TV on sale - the LG 42". Called customer service because the oder and pickup in store was not available. The woman says order now because we will get a huge shipment in a week (January31).Ordered the TV - and of course PAID FOR IT AND THE MONEY WAS TAKEN FROM MY BANK INSTANTLY!Now it is already A WEEK LATER and when accessing the status of my order it says TWO TO FOUR WEEKS!I am very, very angry and of course no response from PCWorld except an automatic email response saying you will hear from us.AVOID THIS OUTFIT - they are using your prepaid money to pay for orders from the manufacturer - a very bad sign.
I recently bought a brand new laptop from PC World recently. I was experiencing some problems with it freezing so I took it into the store in the hope for a refund. The guy who was serving me was extremely rude. He looked bored and disinterested. He smirked a bit as I spoke. I felt as though he thought I was a bit of an idiot and didn't know what I was talking about. The second guy who came along to "help" was no different.
Eventually, they asked me to leave my laptop in store for a few hours, which I did. Upon return, they told me it was fine and that it had worked properly. They couldn't possibly have known that since they dd not keep an eye on it for all that time. I told them that there is definitely something wrong with it freezing. They proceeded to tell me that it might be my internet connection and that there was nothing they could do about it.
I have never experienced such poor customer service in my life.
I will definitely be making future laptop & technology purchases at somewhere like Tesco instead.
I definitely do not recommend this retailer. They have a wide range of the latest and best laptops but you're best off trying them out there and then purchasing elsewhere.
I bought my Advent laptop from PC World about 5 years ago for £450 and took the cover/repair plan, approx £400 extra over the 4 years. After various serious problems over the years, the laptop finally caught fire yesterday in the room next to my daughter's bedroom!! (literally a flames out the side job!).
As I had bought a PC World own-brand product with a PCW cover plan, from a PCW store, I thought it reasonable to take it in and ask if they could tell me why it nearly burnt my house down! As with several posts I've read on PCW, I had to literally hunt down a sales staff, to then wait for a manager to appear only to be told "absolutely nothing we can do, you can try calling customer service and they may do something" - this is from the store manager, Bury St Edmunds branch.
I then phoned CS to be told the same, and that as it was out of warranty they could not even look at it or make it safe for my family. When I asked him what their stance on corporate responsibility was towards dangerous products I was told "I don't know". I asked to speak to a supervisor but strangely none were available. After a polite argument he put me through to the 'dangerous products' department (surely he should have done this first?) where I spoke to perhaps the rudest telephone operator I've ever encountered. (Shaz - ext. 25259 apparently!). When I asked what PCW were going to do about this clearly dangerous product, please read this quoted response: "it's not a dangerous product cos it was on fire yesterday, not today...it's not on fire now is it." When I asked her what her point was, she simply repeated the above quote! She proceeded to chastise me for not taking time off work to bring the fault to their attention yesterday, but when I asked her what she would have done differently yesterday the response was: "we would have told you to turn it off". So apparently I should have called and gone through the automated options system whilst my PC was on fire. A strange approach to dangerous products it would seem...
She offered me 2 paying options and got cross when I said I shouldn't have to pay...All very surreal indeed that PCW were angry with me for their product catching fire! She got even more incensed when I claimed PCW were washing their hands of the issue, and angrily denied they were doing this. I said I would like to speak to the complaints department and hilariously she said they were it! leaving me in the bizarre predicament of having to make a complaint about the complaints dept! Every member of staff I spoke to in store and on the phone were badly trained, unhelpful, plain ignorant and very, very rude.
Many thanks PCW for all your support and concern with this potentially life-threatening product!
I had always wondered why there were such a huge number of complaints about PCW online...now I know why :)
I recently purchased a samsung galaxy tablet which I had to return twice in 6 months due to quality faults. I spoke with the shop manager as I couldn't believe what I was being told when I asked for the tablet to be replaced. Basically PCWORLD will only consider replacing a item if you return it 3 times in the first 12 months for the SAME fault.They will not accept any responsibilty for the quality of the products they sell, I asked what if the product continues to develope faults after the 12 months, they said I would have to pay for repair.so BEWARE when purchasing from PCWORLD, CURRY or any other outlet in this group.
:::::::::::::::::::: [ SHOPPING AT PC WORLD ] ::::::::::::::::::::
=== The Store ===
PC World is a computer store, which has grown over the years. Ten years ago it was only possible finding one store in the local region, now there are three or four stores within just a few miles of each other. They sell pre-made personal computer packages, computer tools, cleaning equipment and spare components. They have a separate section for used components, which they sell at a very slightly reduced price. They also sell a large variety of software, huge compared to many other stores. Their software includes operating systems, application packages, utilities, system tools, education packages and games. They also sell entertainment media such as movies on DVD and Blu-ray.
PC World sells some good quality and genuine products. I purchased a printer from them a number of years ago, which functions almost as good as new, even after all those years. In my experience PC World has also offered recycling for old inks. The inks are recycled by a third party, but you can place them in the envelopes and boxes provided. This service is standard with companies selling printer ink cartridges.
=== Advantages ===
Although there aren't many advantages to shopping at PC World, due to high quality and lower cost online computer stores in general, sometimes PC World offers competitive prices on certain items. An example is a HP printer I bought several years ago, which was ten pounds cheaper at PC World than any online store I knew at the time.
Another advantage of shopping directly from the store is that you can see exactly what you're purchasing, so there's no chance of receiving the wrong product. That is unless you have it delivered, in which case its possible for a mix up to occur. If all goes well, a home order should arrive within a few weeks. Shopping online can also result in receiving the wrong item, but you can collect in store at PC World; this saves from a lot of potential hassle. Purchasing in store also allows you to take a look at the actual product, so you can have a better idea of what you're paying for.
There's a section of used components, where you can sometimes find things in good condition. I bought RAM and CPU thermal compound (also known as thermal paste) from there. The RAM was used, but the thermal compound was getting quite old, so they placed it in the used section.
Every PC World store I've been to has free parking, which is an advantage if you drive. The store is open seven days, and has long opening hours. It's even open on Sundays.
=== Disadvantages ===
One of the greatest disadvantages of shopping at PC World is the hardware, which is mostly low grade and expensive. Buying pre-made packages is a better option when you need quality, but the store prices don't come even close to the competitive prices found at the alternative online stores. I bought a PC from there twelve to thirteen years ago, which was supposed to be very powerful for its time. A few months later I got more RAM for the computer, and bought a CD-RW drive.
The CD drive was supposed to be brand new, but upon opening the package, I saw a slightly cracked front bezel. I decided to connect the drive to that computer anyway, and switched the computer on. After logging into the computer, I found there was a CD in the drive. It appeared a technician may have been creating a backup of a customer's PC data onto the drive. The burn process failed, and they forgot to remove the CD before selling the drive. They must've been in quite a hurry repackaging the drive, so they ended up cracking the bezel. It turned out my theory wasn't entirely accurate, although they were trying to backup customer's data before wiping a computer. The drive wouldn't open, so I kept pressing the eject button every few seconds for a short while. I then shut down the computer and opened the CD drive with a paperclip.
I returned the CD drive to PC World. They refused to give a refund, but they agreed to exchange the drive. The exchange process took about half an hour; I explained the problem, and they took the CD drive and their CD. They told me their drives are normally brand new, completely unused, and this was a one off. Whenever shopping at PC World after that, I only ever bought components from the used section. The drive I got in exchange is still connected to that old computer, and it works properly.
I still visit PC World if I need to buy something, and don't want to wait for longer home delivery times. The workers sometimes want to help me find what system, device or component I should buy. This is a huge disadvantage, because most of them seem to know close to nothing about computers, so when they offer to help; they end up wasting my time.
I wanted to buy a USB3 express-card (54mm) for my notebook (details about the notebook can be found in my review on Acer Aspire 5920G). A PC World customer service worker wanted to help me find just what he thought I was looking for. I wanted a USB3 express-card 54, and he wanted to sell me a PCI express graphics card. He informed me that I can run USB games on this graphics card, so I have nothing to worry about.
:::::::::::::::::::: [ PCWORLD.CO.UK ] ::::::::::::::::::::
Although my review is mainly of the PC Store, they do have a website (pcworld.co.uk). The reason I haven't reviewed the website is, although I've shopped on the website, the general products are services are identical. To review the website would have much overlapping information. The website review would also have much technical web related content reviewed, which if done inside this review would make it too long. Besides, this review is about the PC World Store, not the website. It's useful to know they have a website, so I've mentioned it.
:::::::::::::::::::: [ PC WORLD TECHNICAL SUPPORT ] ::::::::::::::::::::
=== Warranty ===
Whatever you buy from PC World, they try to sell you extended warranty. Even if you don't buy anything, they never forget to mention their extended warranty. This is what happened when I wanted to buy a USB3 express-card; they wanted to sell me extended warranty with a graphics card. Any attempt at explaining to them that a notebook express-card isn't the same as a PCI express graphics card, was unsuccessful; they insisted they had the correct component with the right extended warranty package.
After a few minutes (that seemed like hours) of trying to explain what the difference is between the two card types, and that I had no interest in purchasing extended warranty, I decided I'm better off buying the component online.
I had a default (free) warranty with the computer package from PC World, and I had the default warranty with other devices I purchased.
=== Phone based Technical Support ===
I had a technical fault on the PC within a few weeks of purchase, which was still covered by warranty. Fixing the fault myself would have resulted in the warranty becoming void, so I contacted PC World. They gave me a very expensive phone number to call, which was about one pound per minute, and to make things worse; the phone technical support took very long breaks during the phone call.
Every minute or so, they kept saying "hold on, I'll check this for you". After keeping me on the phone for about an hour, the technical support agent told me that I'll just have to fix it myself, and this will void the warranty. I was told that I could take it into one of their stores, which could cost me a huge amount of money, but it wouldn't void the warranty. The total call cost came to about fifty pounds.
=== In Store Technical Support ===
I decided to take the PC to the store I purchased it from, and I described the problem. The problem was with the hard drive, the optical drive and the computer's memory. The hard drive fault was the easiest to fix using a free partition manager, the master boot record had to be cleared and the hard drive needed to be repartitioned and formatted. The other components needed replacing.
Technical support said they'll fix it, so I asked them if they knew what the problem was. They said the registry is corrupt, so they have to backup and reinstall the system. Their wrong diagnosis was a bit worrying, so to avoid further problems I bought the replacement components and fixed the problem myself. I had to exchange the replacement CD drive, which was damaged. Other than that, all went well.
:::::::::::::::::::: [ CONCLUSION ] ::::::::::::::::::::
=== Additional Information ===
Before giving my verdict, I'd like to add a few more examples of what I experienced as a customer of PC World. This will include comparing PC World to other smaller PC stores, and their differences in services and quality.
When it comes to hardware, PC World and all other stores in my local area (which I've visited) know little to nothing about the technical details. I used to assume that most people are aware of the difference between hardware and software, but one event made me less certain. I was at a computer store, where the technician told the customer that there was an operating system fault on the notebook, and he "replaced the operating system chip". I then realised that PC World isn't alone, when it comes to incompetence.
There was a time when I needed to replace a monitor back-light for a friend, so I called PC World. I asked if they sold monitor back-lights, to which the customer support advisor replied along the lines of, "monitors have a screen, why do you need lights?" I repeated the question, this time asking if they have mercury or CCFL (cold cathode fluorescent lamp) lamps. He thought it was funny that I had this idea of monitors containing light tubes, and he kept insisting that monitors only have a screen, and they don't have lights. I thought there's no point arguing, because if they sold them at their store; he would have believed in their existence.
I phoned two other stores. One of them told me to come into the store to purchase it, and they told me it costs ten pounds. I went to the store, but it turned out they were selling table lamps. I asked how they expect me to use a table lamp for a PC monitor, they said everyone uses them. The other store I asked gave a more useful response, although they don't sell CCFL lamps, they knew where I could get them. They gave me a phone number, which I contacted, got an order placed, got the lamps and repaired the monitor. It turned out the same supplier supplies components to PC World.
=== My Conclusion ===
Shopping at PC World has always been an interesting experience, even though not always a good experience in terms of customer service or technical competence. I sometimes wonder how some of their technical support worker managed to get a job there, even though they know little to nothing about computers. Maybe this helps the company make some extra money, because when a customer brings a PC for repair; it'll need replacing once the technical team have repaired it.
Majority of my buying experience with PC World has been quite good, mainly due to the fact that they don't sell counterfeit products, nor do they intentionally sell any devices which may cause harm to your computer. This can't be said about all other stores, although most sellers provide a moderately honest service, there are one or two that don't. At PC World, the only time the customer is deliberately getting robbed is when the customer has to make a very expensive phone call to the technical support team.
I give PC World a three star rating, because they have reliable products, a moderately reliable service, parking facilities and long opening hours. Had they not fulfilled some of these criteria, the ratings would have been considerably lower.
I believe PC World is a good store for purchasing a decent quality PC package, and the prices are becoming more acceptable. The store has high quality printers and scanners, which I've never experienced any major problem with.
I bought and paid for a HP Folio laptop that should have been delivered Friday 25th May. The tracking code showed it arrived in the Yodel ( the carrier company) depot Friday morning at 02:47. Then nothing. Tuesday morning I rang PC world and again in the afternoon but with no joy. They were waiting for e-mail returns from the carrier company. I found the telephone number of the carrier company online and they checked the depot to find the parcel is not there and they don't know where it is. I then rang PC World again to be told that I will now have to wait for an investigation that could take up to 3 days and then await delivery of another 3 days. This is appalling. I have already waited over a week and it will probably be another - if the courier company don't lose it again!
I have already paid for this computer and was relying on it being here. The man on customer service was intractable and couldn't have cared less that I still don't have my computer. I will never again buy a computer from PC World or their other company Curry's - they don't deserve my business.
I reserved a Blu-Ray player on-line and received confirmation that the item was reserved. Armed with the paperwork and after a 45 minute drive I went to collect the item and guess what - no stock. The body language and reaction from the staff indicated that this had happened before with this particular item. I was offered an inferior model at the same price but will take my business elsewhere. My complaints appeared to fall on deaf ears and the 'couldn't care less' attitude from staff made matters worse. Never again.
I dont think you can fault PC world on the quality of the hardware, that is unless they refuse to fix or replace the item. My main gripe on PC World is the customer service of the in store staff. When you ask where an item is, they never seem to know.
Still fare enough, i do not mind looking myself, but I get a funny feeling they always seem to distrust customers browsing around. I went to buy a tablet priced at £400 and when the staff member got the item for me, as I reached for it to head to pay for it at the counter, she snatched the thing away from me. What the hell? they have a security guard on site. Well no matter, I followed her to the check out while she carried the item for me.
Asked how I would like to pay for it, I said cash. which I handed over. Only then for the lady to call over another instore assistant and stand there counting and checking for fake notes. So I am standing there with other staff members giving me the eye, while they are counting the money. I will shop at PC world again, but for sure I am not buying anything so pricey, so they wont get scared that I will nick it. Maybe I ll buy a mouse pad at £1.
Dont EVER take your computer to PC world for repairs, i was told by a few people they are all muppets there, wish i had took notice, i took mine in as it kept cutting out, after explaining to the assistant what was wrong, he told me it needed a health check, on collection was told all ok, no virus's,but could do with a new memory,which i bought £35.98 and £40 for the check got it home it was running just as before, took it back for a refund, and was told they had done their job and that a refund is out of the question, i had a friend take a look at it and he found 2viruses, he has repaired my computer and it is running fantastic.
I spent £40 for NOTHING! have made a complaint to head office, but they have said NO REFUND! muppets is the right word for them.
I used to buy all my Blank Media items from PC World, i bought quite a few Cd's to burn for my car.I was getting a 100 discs for around £25.I was using around 1 spindle of 100 per month. I had a quick browse online and came accross 'Babz Media' (babzmedia.com). And to say they were cheap is an understatement, i bought 100 CD which were the same brand from PC world (Verbatim) for just under £15 and probably the best thing was it was free delivery. More than £10 off from PC world, and saves me the hassle of going to get them. I get them delivered straight to work.I have had a look online, and Babz Media seem to be quite a reputive company in the media world, i would reccomend these lot for your Blank Media needs anyday!
Its not often I find the need to contact any company/store to complain about the service I receive but the events of last Saturday afternoon have changed my outlook somewhat.
My wife, daughter and myself visited the PC World store in Gloucester on Saturday afternoon to purchase an Apple iPad 2, 64GB, (retailing at £559), plus other accessories. We budgeted on spending upwards of £700.
After entering the store, we looked for a PC World member of staff to assist us ...... and we looked some more .... and eventually we found 3 assistants in a huddle in the far side of the shop..
My wife approached the group and spoke to who she assumed was the manager, asking for help.
This gentleman then asked one of the other two lads to aid my wife ...... the response ... "yes, give me a few minutes and I will be with her" ..... as the lads were not talking about anything work related my wife thought this rather rude ... and don't forget we had £700 to spend in your store.
Bearing in mind we initially had problems finding anybody to help us, another wait of 5 minutes while the two assistants discussed all things non-work related was completely and totally unacceptable.
My wife, who is easygoing to the extreme, was now incandescent with rage and after being completely ignored further decided we would take our custom elsewhere.
So we left .....,. suffice to say, we will not be returning to any PC World store.
After having put up with the most appalling customer service, I would love to hear the company's views on my wife's treatment so I have e-mailed them. No doubt they will sweep these comments under the carpet, but rest assured, we as a family feel so bad about the events of Saturday we will ensure they do not go unnoticed.