Britannia - Mail order

I am not one to easily call something an absolute failure, I am willing to accept a degree of human error and try to remember that I could make similar mistakes. But this organisation just seems to be out purposely to disappoint people. This is the worse company I have ever had dealings with.

Lets stat with the introductory offer. I saw an advertisement on an online banner for 4 DVD’s for the price of one. So I clicked and browsed the selection of DVD's (which, was to give them a little credit, impressive) and the small print. I was willing to accept purchasing 6 DVD's from them during my first six months of membership. I ordered the Sixth Sense, Gladiator, The Green Mile and Stargate-Sg1 (the series) Volume 1. I ordered from their website (which I was going to criticise a lot in this opinion write-up, but they just launched a new site which is better.) with no problems at all.

So I waited with anticipation for my DVD's to arrive in the post. Within a week or so, my DVD's arrived in the post. Upon opening the package, I found only 3 DVD's, it seems the 4th DVD, Stargate SG-1 Volume 1 did not exist according to the invoice. The invoice at the time was pitiful, but since the arrival of my introductory offer, they have now introduced new, improved invoices.

I knew the Stargate DVD did exist, as I am collecting the series on DVD, so I called the helpline. Oh my. It was one of those painfully slow push-button services. I eventually got through to a customer services (or "What Do You Want, you insignificant person!" Operator) operator who actually shouted " No it doesn't" when I said the DVD I had requested did exist. She eventually put in some kind of request and hung-up. After about a week I was growing impatient of waiting for a response, so I emailed their customer services, (who took about a day to respond each time) which said they would look for the title. The response I got said the title didn't exist on VHS. I told them I wanted it on DVD as I was in the DVD club. They found it and dispatched it and I got it a few days later.

Boring you yet? Read on, as I want to make sure that they loose potential customers who view the opinions on Ciao. With my introductory offer, I received a "Welcome to the Collections Club" which is the club you join when you want to receive titles in the same series on a regular basis. Now it looked as if I was in the wrong club. Another quick call to Britannia solved the oversight and sent me the correct members introduction booklet.

Since my introduction I have been swamped with mail. I thought I would receive one magazine guide with recommended title order form each month. Now it seems I get two, one a general club magazine with recommended title and a single DVD letter (such as a new release) and recommendations every month. As the process to cancel recommended titles via the phone takes forever, and the online cancellation service never seems to be working correctly, I have to resort to the postal rejection. But the stupid order forms are printed on very thin card and have no envelope, so you have to put the order form directly into the post-box. The size of it, just smaller than the size of an average cheque, I think is too small and can easily be lost in the post. And don't get any ideas of a Freepost address! I believe this happened to me when I rejected Shrek, the DVD Recommendation for November. Well, as you probably guessed, Britannia dispatched the title to me. But did they dispatch one, no, they dispatched TWO! Now I could have accepted an oversight if they had arrived separately, but they arrived together, in the same box with an invoice for the two! I quickly sent them both back, but unfortunately had to pay for return postage (not like the nice folks at amazon.co.uk - See my upcoming Op.).

With so many problems, bad service, bad experience with Customer Services, and to top it all, ridiculous DVD prices in their magazines I will be leaving the club ASAP (Once my club commitment is fulfilled). I will be actively discouraging people from joining this club.

This is the first time on ciao that I am going to have to say - don't be TEMPTED by the introductory offer. You will pay the price!

UPDATE: (29 May 2002) Well I have now fufilled my comitment and I will be telephoning them next week to cancel my membership. In the past weeks I have been receiving multiple recommended recording titles and more advertisements than ever from this mail order service. I'll be glad to see the back of them!