Question on Play.com

[HellCat]

Has anyone here ever had to request a second copy of something from them because the first one was lost? I had a DVD on pre-order, set to ship to my uni address. It should have been here last week but nada and I'm nearly at the stage where I can claim for a replacement. I was wondering if I have to pay anything more and if I can request it sent to an alternate address, because my time here's almost up and to be honest given past theft I have a feeling the first copy arrived but was pinched.

[Dogbert]

I can't comment on that particular web site, but in general they can't charge you more if you never received the original shipment. If they try to, I'd tell them to forget it and ask your credit card to dispute the charge. If you never received it, that shouldn't be a problem.

Most stores ship with delivery confirmation considering how inexpensive it is. Right now, I pay $0.14 for media mail and nothing for priority using the free program USPS Shipping Assistant. And that's what I pay as an ordinary USPS customer; image the options available for stores that ship thousands of packages a day. If this web site used them, you should have proof it wasn't delivered. If it was stolen, then you might have a problem on your hands though.

Now, I realize you're in England, so most of what I said doesn't really apply. However, I would suspect your postal system, consumer protection laws, and credit card policies are similar.

[felixthunder]

Has anyone here ever had to request a second copy of something from them because the first one was lost? I had a DVD on pre-order, set to ship to my uni address. It should have been here last week but nada and I'm nearly at the stage where I can claim for a replacement. I was wondering if I have to pay anything more and if I can request it sent to an alternate address, because my time here's almost up and to be honest given past theft I have a feeling the first copy arrived but was pinched.


hi play are pretty sound really.i am guessing your 14 days before they can claim on your behalf are almost up ? if you phone up 0845 800 1020 and tell them you want them to send out a replacement disc,but use that time to get them to change the shipping address because your moving because of uni give them the new addy have them send it there and that should be it sorted. but if i was you i would not say you think some one pinched it.

[HellCat]

Is it necessary to phone them? I was hoping to do it via the on-site system they seem to have. My home address is in my account, I've been alternating between that and the uni one depending where I'll be when an order is supposed to come.

[IanC]

You can do it online, linky: http://www.play.com/DVD/DVD/6-/AboutUs.html?page=received

Make sure youve waited 14 days from the day an item is sent before doing this.

Dont know about alt address, but you dont have to pay a thing.

[felixthunder]

Is it necessary to phone them? I was hoping to do it via the on-site system they seem to have. My home address is in my account, I've been alternating between that and the uni one depending where I'll be when an order is supposed to come.

yeah you can change your addy via the net it was just for your own peace of mind speaking to one of the people from the company i hope it all works out for you

[Stu]

When my Batman Beyond DVD still wasn't here weeks after shipping, I emailed them and they offered me a replacement disc and apologised.

I accepted, and the original discs arrived in the mail the next day. Sods law. I emailed them back and informed them the originals arrived and they again apologised.

Good people, those play.com folk. :)

[HellCat]

Just to clarify, am I best to use their online system or e-mail them? I'm worried that if I use the system it'll just despatch a second disc to the original address.

[felixthunder]

Just to clarify, am I best to use their online system or e-mail them? I'm worried that if I use the system it'll just despatch a second disc to the original address.

i would update your account to your new address then email them about the missing dvd.then state in the email you have moved and changed address and updated your account and could they make sure if goes to the address thats now on you account.

[HellCat]

i would update your account to your new address then email them about the missing dvd.then state in the email you have moved and changed address and updated your account and could they make sure if goes to the address thats now on you account.

Just went through the system they have on their site. For those interested for future reference, you're given the option to have a replacement sent or be refunded and you're able to choose any of the addresses you have in your account. I asked for a replaced to my home address and noted the following in the comments box:

Original item was not received. Please send me a replacement to the address stated (my home address, original was sent to my term time address which I will soon be vacating). Thank you.

Apparently I should get a decision in the next 24 hours.

[HellCat]

Got a reply- they'll be sending out a replacement ASAP. Thanks for the help, everyone :)