littlewoodsextra.com > Reviews (3)

DO NOT SHOP AT LITTLEWOODS ONLINE UNDER ANY CIRCUMSTANCES - because if something goes wrong their customer services are non-existant and they'll make your life a misery.

Littlewoods have an online shopping site called Index, which sells a wide range of goods, including electrical items, householdaccessories, furniture, toys, and jewellery. The site is easily navigable from drop-down menus at the top or a search box you can type keywords in (though I think this search could be improved as I've found it easier to navigate the menus to what I want sometimes, when the search offers no results). The site offers 48-hour delivery on most items, but on larger items like furniture, once you've selected what you want (and added it to your basket) an idea of the delivery period will come up, which could vary from "within 3 days" to "greater than 3 weeks".

The site also has a "gift finder", which allows you to select from drop-down menus things such as hobbies or special occasions that could apply to the person you're buying for, and then you can set the price. This gives you some ideas if you're stuck for them and saves wading around aimlessly.

Goods are generally quite cheap from Littlewoods (as with Argos and other catalogue shops), and you sometimes find special offers. The site is secure, so when you fill in your name, address, and credit/debit card details you know they will be safe. You have the option of saving your account details so that next time you can log on and they will be stored so there's no need to enter them again.

There is a help page, but it remains unhelpful, as the links seem to be inactive, if they're meant to be links at all, so the only help I've found you can get is by emailing or phoning them on the details provided from the 'email' link on this same page (the only link working).

Once you've made your purchase, you're told you'll be sent a confirmation email with the delivery date. However, in our case, when we bought sofas from them, this was misleading as it didn't state the delivery time (for smaller goods, like the vacuum cleaner I bought the email did state the delivery date though).

All of this sounds good: the actual shopping experience was good and fairly smooth to do online. However, my experience of the customer service from Littlewoods when things go wrong has been very negative, and the two items I've bought from them were poor quality.

I bought a vacuum cleaner from Littlewoods Index online in February 2003. It broke down at the weekend, and since it's still under guarantee, I rang them to find out what I can do.

First of all, there were slight delays in getting my details up because they asked me which site I bought it from (I couldn't remember that far back) as apparently they have 4 different web sites (wasn't aware of this as a consumer). My details came up though, and she said that they'd send someone round to pick it up in 3 days' time, and then I should ring up with the reference number the driver gives me in order to activate my refund (the hoover is out of stock so no replacement offered).

Fair enough.

My partner waited in all day yesterday but no-one turned up. I rang Littlewoods in the evening when I returned from work, and they weren't very helpful, nor apologetic. They weren't rude, I'll give them that (i've had worse) but just seemed a bit undertrained in how to treat a customer. My details were found straight away this time (from my surname) and I was passed to the correct department. The girl there sounded like it was her first day on the job and she didn't apologize for the inconvenience until near the end of the conversation (briefly), and didn't really help me. All she could say (in the end) was she'd take my number and would call the depot who'd arrange a new delivery date. At first, she was saying, "yes, I have it down to be picked up today" (Me: I know, but it wasn't picked up). "yes, it's down for collection today" (Me: I know that, but they didn't turn up, and we waited in all day for it) "I'll put it down as a failed collection then" (Me: what are you going to do about picking it up though?). And so on. I had to prompt her basically.

I didn't get a call back that evening, so rang back first thing this morning to find out what's happening. This time, the operator asked for my order number (i couldn't remember this, and hadn't had to use it in previous conversations) and seemed a bit arsy when I just gave my surname instead (as in previous conversations). When I gave my surname she asked which site I'd ordered it on, and again explained there are 4 sites. I said I know, but I can't remember, and there wasn't a problem the night before when I just gave my surname. She said nothing was coming up for my surname. And so it went on till she found my details. In the end, she told me the depot will be calling me to arrange another delivery date. In the meantime, I'm out of pocket (bought a new hoover from Argos online, who delivered promptly), and also wondering when this new date will be and if there'll be someone who can stay home to hand over the goods.

Not a good impression, particularly given I've been so impressed with their rival, Argos online (who deliver faster too), so far.

UPDATE1: Just as I was about to ring them again to find out when the hoover would be collected, someone from Littlewoods turned up unannounced at my house (my partner happened to be working from home that day) to pick up the hoover. At least it's over (though I haven't yet got my refund...)

UPDATE2: We also ordered two sofas from Littlewoods online, before all this happened. They gave us a "hold date" (which means we would be contacted by this date with a delivery date) of October 8, 24 days after the original order. The site said we'd receive the actual delivery within 21 days when we made the order! I rang them today after not hearing anything, and it turns out they're out of stock (probably, she said, she couldn't confirm) and we have a new hold date of Oct 29. Nice of them to let us know. I just want my new sofas!!

I have now found out that both purchases were made on the Littlewoods Index site, not that it matters much as their customer services are the same for all sites.

***UPDATE 3***
I have still not received my refund for the vacuum cleaner. However, on Oct 21, my partner received a call from a "nice lady" to say the sofas would be delivered the next day (a nice, unexpected birthday present for me!). Despite the short notice, we were just happy that they were finally coming and my partner stayed home to receive them - the delivery went smoothly. Apart from the bad customer service, the sofas are really nice - lovely fabric, design, and colour.

***UPDATE 4***
And so the story goes on... after having the sofas for a few weeks we've started to notice the shoddy quality - there are lots of staples sticking out both under the sofas and under the fabric of the sofas on the arms, which will eventually tear through no doubt, and also look like lumps. One of the seating cushions has bad stitching and is starting to come apart. We've asked for an exchange and this was delayed by a letter we received enquiring as to what colour we'd like, despite the fact my partner explained carefully the reason for the exchange and that we want exactly the same thing. We have to wait for a date so don't yet know when they'll exchange them.

****UPDATE 5****

I’m getting so sick of Littlewoods. They really are the most rubbish and uncaring company I’ve had to deal with in a very long time. I wrote a letter of complaint about a month ago and haven’t had any reply at all, and don’t really expect one anymore to be honest.

We still heard nothing about when the sofas would be replaced, so rang again, only to find out they're out of stock and can we choose something else. Only thing is, we got them at special offer of buy a 3-seater and get the 2-seater free, so for the money we paid we could only afford one 3-seater, which is no good and they're not willing to give us a 2-seater free of another model, but can't replace the ones we've bought. So we were offered a refund and took it, despite the fact we may have nothing to sit on for a while when they pick up the sofas and we order (from a different company of course) new ones.

They still can’t give us a date for collection (it's been 10 days now), and don’t seem to care. We’ve ordered new sofas from Argos, but can’t take delivery of them until the Littlewoods ones are out of the way as we have absolutely no room in our one-bedroom flat for extra sofas. Argos have been marvellous, and are ringing us each week to check if we’re ready to arrange delivery yet. Littlewoods wouldn’t give us a date, and said we had to wait for the warehouse to ring on a certain day and collection will be within 28 days (yeah, right, like delivery was supposed to be?) – they didn’t ring on the day they said they would, what a surprise. They won’t give out the warehouse number, so we just had to wait.

When they finally did ring, they said they can come and pick them up on Wednesday between 1 and 8 pm. My boyfriend explained that this is fine, but that between 6 and 7 there will be no one home so can they make sure they don’t come then – no, is the short answer.

So if they come at that time then we’ll again be left in limbo, waiting for them to ring and arrange another collection date, and we would have to cancel the delivery of the Argos sofas until a later date, and mess them around in the process. They really have no concept of customer care whatsoever and I would advise members to avoid online Littlewoods at all cost, unless you enjoy unnecessary stress for a few months.

****UPDATE 6****
I'm so angry right now, I can hardly type. I've just come off the phone with a Littlewoods "customer services" operator, having waited in half the day for them to pick up the sofas we're returning because of their shoddy workmanship. They rang and said they'd be round to pick them up today between 1-8pm. My boyfriend stayed in for some of that then had to leave, so I'd arranged to come home from work early and do the rest of the shift. It's now 9pm and they didn't show. I just rang Littlewoods to find out what's going on, and had a stalemate conversation that got me nowhere. All she could say was she'd log my details and they'd call me back within 48 hours. She couldn't arrange another delivery time, find out if the delivery people were still on their way, nothing. I asked to speak to a manager - all I can do is log your details and someone will call you back in 48 hours. So I can't speak to a manager now? There are none working now?
Yes, there are some working, but I have to follow procedure and log your details and they'll call you back within 48 hours.
This went on. I asked her name. Gemma. What's your surname Gemma?
I'm not obliged to give that.
So you know my surname but I can't know yours?
I don't know your surname.
But you have my details.
I have details of a Mr here.
I'm not going to go into the silliness of who ordered this - you have the details of the person who ordered it and my address, so you could well have my details if it had been under my name.
There were a lot of silences after I said things as she couldn't really answer. I didn't shout or swear as that gets you nowhere.
I said did she have a head office phone number as I'd written to them a month ago to complain and received no reply. No, she said.
So you have no phone number for your own head office?
Well, I have a number but I'm not obliged to give it out.
And so it went on.
In the end I said I'd be contacting trading standards and our solicitor (we don't have one but what the heck). She said she'll note that on the info she was passing on.

I basically haven't a clue how to get anywhere with Littlewoods, and just hope that at some point they'll turn up to get the sofas and that we'll then get our refund smoothly, cos then I'll be able to never ever shop with them again, and that includes the high street stores as I wouldn't give them my money either. I CAN'T WARN YOU ENOUGH NOT TO SHOP WITH THEM - this is honestly the worst customer service and the most inconvenience I've ever been on the receiving end of.

****UPDATE 7***** THE END?
Finally. Hallelujah was my cry when I got home this evening to find no sofas. Littlewoods' delivery people picked them up today. Found out they're called EARLY BIRDS, the delivery company, as that was on their uniform apparently. So, now we have a few more uncomfortable days with nothing proper to sit on, and I just pray Argos are true to their word and deliver our new sofas on Tuesday! (And that Littlewoods give us our refund.)