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They argued their case and were on the point of leaving. “Enter Natalie, a remarkable manager, who offered to bring any shoes we wanted to the hospital in her own time and bring any unwanted pairs back. She turned up at the time agreed, was utterly charming and helpful to my father, identified and fitted the only one of four pairs of shoes that fitted. A silly system compensated for by outstanding customer service.”
Rafferty has another good-news story. Over three years after she bought a compost bin from Waste Solutions ( ecostore.ie), the lid broke. “Amazingly, Daniel from Ecostore not only had a spare lid but he sent it by courier to Dublin at no cost!”
Phone buyer does not like tone of insurance cover
He says the letter said: “The first three months are free! €6.99 per month thereafter.”
The problem is he did not “at any time request or sign for phone insurance. When I rang, a very pleasant young lady told me that I was one of ‘hundreds of people’ in the past week or two who had contacted them regarding insurance which had not been requested.”
Declan was advised to ring O2 directly and take it up with them. “I have just rung the O2 shop where I purchased the phone to be told that the insurance comes with the phone ‘by default’ and that the first three months are free to ‘allow you to cancel the policy’ if you wish. The policy has now been cancelled.”
He asks how many other phone buyers have been subject to this. He also says the policy is “a total joke as the exclusions just about include every way you might accidentally damage your phone”.
We contacted the company, which said it was not policy to sell insurance by default: “Taking out an insurance policy requires them to explicitly choose to take this additional service,” said a spokesman.
“The issues experienced appear to have arisen as a result of human error and we are sorry that he has had a negative experience. In light of this case, we have taken additional steps to ensure that all stores fully understand our insurance sales policy and follow it rigorously.”