I signed up in July whilst there was an offer of a free 43 inch Toshiba tv on , 4 months later I am still waiting for this to be delivered and this is despite many phone calls and emails (none of these have been responded to) plus raising the issue with resolver. The customer service I have experienced (or not experienced should I say)is the worst I have ever received so I would like to know how to escalate my complaint further.
Thank you for your post Jhackett and welcome to our community.
Sorry to hear you've had trouble receiving your gift offer, as this is provided by a third party can I please confirm if you've already contacted the team at Exertis on 01282 858617? If so, what have they advised on this?
In regards to your complaint, has this been raised over the phone or through our web-form? I'll include our complaints code of practice for you here.
thank you for a reply , I haven't contacted anyone as virgin have failed to even respond to my complaint . I sent the complaint by email twice, web form messaging and by phone all without a reply ,bar the phone ,when I was told to wait 28 days for a response (this was on day 23 ). As I said previously extremely poor customer service. I will try the number you have given me and hope there customer service is a little more helpful than virgin have been so far. Thanks again.
do you think you can ring this number you have given me as I cant seem to get any one to answer the phone when I try and to be honest I am not quite sure why I am doing the running around when I am the customer ! This has been going on since July and the original compliant was made in September !
I have a complaints reference number - as I said previously Exertis dont answer the phone so cant have any conversation with them and most recently virgin said they will ring me back within 72 hours - that was 96 hours ago - why am I not surprised !!!!!!!!!!!!!!!!!