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Saturday, June 11th, 2016, 8:13 am

Wilko (UK Retailer): The Customer Services Fiasco Continues

Avoid Wilko

Nearly a fortnight ago Wilko’s ATM stole my money and many hours of work later (and some major inconveniences other than loss of time and money) the issue remains uncorrected. A week ago I wrote about my second visit to the store. The manager gave me a call but was unable to offer a satisfactory solution, still just offering a bunch of forms for me to fill in or me visiting my own bank rather than the ATM suppliers fixing their own error (which they can see). I asked to escalate this, having spoken to their customer services people, but they were delaying if not stonewalling until I repeated myself several times. Here are the chat logs:


Dr. Roy Schestowitz

The mistake was made not by your bank but a faulty machine of yours, I shall protest against your very poor handling of this situation

Jun 3


Dr. Roy Schestowitz

I have begun writing articles about my experiences with your company. This is the first: Wilko (UK) Uses Faulty ATMs that Crash, Will ‘Steal’ Money and Then Wilko Will Lie and Divert, Not Even Naming the ATM Supplier http://schestowitz.com/Weblog/archives/2016/06/03/wilko-atm-faulty/ …

Jun 3


Dr. Roy Schestowitz

I’ll have to contact he authorities and ask them to revoke the rights of #dcpayments #infocash to have ATMs out there. Unfit for purpose.

Jun 7


Dr. Roy Schestowitz

In the mean time, please provide me with contact details (email or phone) for Nick’s bosses. I would like to make a formal complaint.

Jun 7


Dr. Roy Schestowitz

please provide me with contact details (email or phone) for Nick’s bosses. I would like to make a formal complaint.

Jun 8


Dr. Roy Schestowitz

please provide me with contact details (email or phone) for Nick’s bosses. I would like to make a formal complaint.

Jun 8


Wilko

Hi, please can you confirm what this is regarding to see can ensure this is dealt with correctly. Alternatively, please contact our customer care department on 08000 329 329 and they will assist you further :)

Jun 8


Dr. Roy Schestowitz

This is regarding DCPayments (Infocash) and the way management at the Wilko store in Manchester dealt with their machine’s fault. I need contact details (E-mail/Tel) for central management, not local branch (I don’t trust the Arndale staff anymore, having spent an hour speaking to them in person on a couple of visits and still not getting the issue properly tackled to its full depth). I wish to escalate this to central management. Please provide me with the E-mail address. Kind regards, Roy.

Jun 8


Wilko

We would like to pass your contact number to the regional manager for the store so that they may contact you further.
Please can you provide a contact number so that we may pass this on for you? thanks, [redacted name].

Jun 9


Dr. Roy Schestowitz

[redacted number]


Wilko

We have passed your contact details to the regional manager and they will contact you further to discuss this. Thanks, [redacted].

Jun 10


That was more than a day ago (Friday) and I still haven’t received a phonecall. They never give me numbers, they just take my own number and then rarely call. So we shall see…

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