Awful customer service from TheMarket.com (The Warehouse Group)

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deadlyllama

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#293514 27-Jan-2022 13:46

I'm trying to get an e-bike I bought from TheMarket.com fixed. The gear lever broke in the first two hours of use.

Their email support keep going back to their supplier and it becomes a massive run-around.

The supplier clearly doesn't know much about their products, they've sent me a video on bike assembly. But the bike I bought was partially assembled already, all I had to do was put the front wheel and the seat (and the pedals?) on. The gear lever was fine when the bike arrived, it's just failed after minimal use.

Now I find - they have no phone number to call. Companies office gives their address as BDO Spicers (i.e. their accountant). Domain name details "redacted for privacy."

Any suggestions? Do I need to create a Twitter account to contact their CEO?

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antonknee

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#2857225 27-Jan-2022 16:29

This is a problem with the entire model of TheMarket (disclosure I worked at TWG in the early days of getting this off the ground and am loosely involved in a similar project/proposition with another company I work for right now).

The problem is that you have three parties involved - the retailer who actually sold you the stuff, TheMarket who clipped the ticket, and yourself (and sometimes even the retailer's supplier/importer/distributor/manufacturer). The other problem is that the customer support team are not very well... supportive. They rely pretty heavily on scripts, the half-baked support pages on their website, totally opaque internal policies, and pointing the finger at the different parties involved.

Did you know that if you purchase something from The Warehouse via TheMarket, which in this case arrived faulty out of the box after a lengthy delay, they can't repair or replace the item? Instead they pay to have it freighted to a warehouse somewhere, you (maybe) get a refund, and then you have to buy the thing again (and if it was on special when you bought it originally, well that's just tough).

While it's great they've commented this has been escalated internally, my experience with two previous issues that got escalated to management is nothing happened. I had to nicely ask a friend of mine who still works at TWG to get some backchannel action on it for me.

deadlyllama

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#2918921 26-May-2022 13:32

Thanks to @antonkee for kindly passing on the email address of TheMarket's CEO. I finally have a refund! If you too are having trouble with TheMarket, PM me for the magic email address.