olgam152

I have been a TVSN customer for over 20 years, and am a Gold member. I'm extremely disappointed that I was unable to return a birthday present as it was 'outside the 30 day return policy'. My friend lives in London and celebrated her birthday in early April, but the item did not suit her and sent it back to me. I contacted TVSN this afternoon, and a very desensitized, callous 'customer service'(!!) agent said 'No, our returns policy is clad tight' and implied that there was nothing I could do. I asked him if I could send it back and ask for exchange or credit note, and he once again, malevolently responded with a firm NO. Dreadful and extremely disappointed. The irony is that TVSN happily extends their returns policy during the Xmas/New Year period, clearly catering for unsuitable gifts. You would think they would give a damn about their loyal, VIP Gold members. Obviously not! Extremely disappointed and questioning whether I should take my business elsewhere. I strongly urge all customers (Platinum, Gold and Bronze) to seriously reconsider, or ensure that you have read their Returns Policy PRIOR to purchasing any items. Their customer service is not what I had hoped for. I rang Fair Trading and they advised that whilst they were sympathetic to my experience, they were unable to progress the matter. They suggested that I take my custom elsewhere. May I suggest to senior executives at Direct Group (who own TVSN) the (General Manager) retrains his staff and on some occasions teach them to give a damn about their loyal customers. I work for a global organisation and this type of behaviour, especially in relation to our VIP customers is not tolerated. It seems loyalty and big spending gets you no where with TVSN.

Dreadful service. My dog was agitated and needed care, whilst Jacob (vet) was having a chat about a cat. We were the first appointment. After 20 minutes, had to walk out as my dog was stressed. Very disappointing, considering I have known Ben for the past 20 years. Suggest he retrains his staff and teaches them some professional courtesy and compassion. Happy to advise went to another local vet, who saw us within 10 minutes of arrival. Look elsewhere.