Chain reaction cycles/collect plus

Speckled Pants

Basically im writing this to see if anybody else has had a similar experience, or could offer any advice.

About a month ago i made a few orders from chain reaction, i kept a few items but some were too small so decided to send them back. Because i'd ordered some items seperate i decided to send them back seperate, i made 2 parcels up and attached the necessary paper work for each order, and attached the correct returns labels as well. For those that dont know chain reaction offer a free returns service from collect plus, you simply stick on the parcel the returns sticker they give you and send them a bit of paper with the items you're returning. Then all you do is hand the parcel in at one of the collect plus shops round the country and its collected from there.

So i did all that, handed the two parcels over and the lady behind the counter scanned them both onto the system and gave me a receipt with some tracking numbers on. Four weeks later though and only one of my parcels has been refunded, ive been in touch with chain reaction and they are adamant that the second parcel has not made it to them and i need to sort it out with collect plus. I have looked high and low for my tracking number receipt, but i just cant find it, im usually really good with keeping these but its nowhere to be found. So collect plus have been in touch to say that without this, or the barcode off the returns label they have no way of tracing it.

Ive been back to the shop where i left the parcels to see if it was left behind by mistake, and asked if they could do a reprint or show a log of all the items scanned onto the system on a certain day and apparently they cant. I find it hard to belive that this isnt possible? surely a system shoud hold some record of items taken that day? or the driver who collected the parcels that day has a record? But according to the shop and from e-mails from collect plus, the only way is with that tracking number or the address barcode. If this is the case then i see this as a major flaw in the system.

So at the minute im about £120 down, chain reaction have been about as un helpfull as possible, they didnt respond to my first e-mail for a week and then it was only because i responded to my own e-mail. They've pretty much told me its nothing to do with them and just dont seem interested. My last hope was that they could do a re print of the returns label they sent me for the order, or the number under the barcode, but they havent replied to the last two messages i sent in the conversation, or the seperate e-mail i sent them so i can only assume they're now ignoring me!
I think chain rection need to take more of an interest, its a servive they're provided but seem unwilling to help me

Collect plus say that without any proof they cant do anything, which thinking about it i can see their point, as for all they know ive either not posted it, or i have and they have delivered it with no probelms and its infact chain reaction that have messed up my returns.

Im just annoyed that apart from loosing my receipt ive done nothing wrong, i put a parcel into a system and now its gone missing it seems nobody can or wants to help

NewTTer

So you posted at Least £120 worth of kit, for refund, and didnt take care of the proof of posting until you had received your refund knowing you may need it in case of any problems, and its everyones else's fault ???????????
Think how easily this would have been resolved if you had just been able to quote the barcode/proof of posting details to the people at collect plus.
But you have failed in your part of this transaction by losing the details, harsh I know but a lesson learnt. If either Chain Reaction or Collect Plus give you anything back as goodwill you shoudl be grateful

Speckled Pants

NewTTer wrote:

So you posted at Least £120 worth of kit, for refund, and didnt take care of the proof of posting until you had received your refund knowing you may need it in case of any problems, and its everyones else's fault ???????????
Think how easily this would have been resolved if you had just been able to quote the barcode/proof of posting details to the people at collect plus.
But you have failed in your part of this transaction by losing the details, harsh I know but a lesson learnt. If either Chain Reaction or Collect Plus give you anything back as goodwill you shoudl be grateful

Yes i am aware how important the proof of posting is, even more so now, its just sods law that becasue i need it this time i cant find it. I can put my hands on the last five receipts for things ive posted, just not this one. Ive stripped the house, car and been through all the bags in my wheelie bin.

Im not blaming everybody else either, or thats not how i wanted to come across, i just expected there to be other ways of tracing parcels. For example from the store it was dropped at, the day, the address etc...

And the attitude from chain reaction, simply its not their fault. Theres been no mention that somebody would investigate it, maybe check on the floor to see if a package had been returned which they had a problem with. Either a mistake from me with the returns paper work or somebody there.

ugo.santalucia

There is a lot of wrong on your side too... firstly you didn't keep your proof of delivery and secondly... if they don't reply to your e-mails, call them, you can still call CRC... they have a landline which is not a rip-off 0845 or similar and typically you have to wait less than a minute to speak to an operator.
I think they are pretty good service

Monty Dog

Why is this Chain Reaction's fault? I've used their free return service without issue. Without any proof of sending, how can they validate their claim? Sadly, there are people who'd simply keep the stuff and still try and claim a return / refund.

metronome

Would be shocked if the Collect Plus point didn't have your return data on record. Would also expect said data is viewable by Collect Plus HQ and possibly even Chain Reaction.

If you can remember the exact date... Id keep badgering them.

getnoticed

Its likely the numbers are sequential
Could you call and quote a number either side to see if that is the case?

NewTTer

getnoticed wrote:

Its likely the numbers are sequential
Could you call and quote a number either side to see if that is the case?

Or could he have just taken greater care of his proof of posting, if the £120 was in £20 notes he would have looked after them!

rubyrider

getnoticed wrote:

Its likely the numbers are sequential
Could you call and quote a number either side to see if that is the case?

I was wondering if this might help too? Did you return them at the same time? Maybe ask CollectPlus if they can verify that the numbers either side from that collection point made it to their destination?

I have used Collect Plus successfully many times, but the first time the parcel went missing. (It wasn't from ChainReaction). They notified us that it had gone missing after a couple of weeks i think, but then miraculously it turned up and our refund went through fine. I can't remember if I had to chase it to be honest, but after that I was very careful to keep my proof of posting.