My complaint:

I ordered through BCC webshop a dishwasher and drying machine in june 2012. I wasn’t delivered anything after a week. I decide then to call BCC to know the status of my order. So far so good. After a pretty long waiting time, I get an assistant on the phone who tells me order wasn’t complete as dryer was out of stock. I am asked to call back over a week as order shall be complete and delivered at once. Still, I had to call which I think is not up to a customer to run after its order.
I call then one week later and hear order still wasn’t complete and that I shall call again after a week to check if goods were arrived. I ask then to at least deliver the dishwasher and then the dryer once available. I got effectively my dishwasher delivered within a couple of days. After that, no news anymore of my dryer. BCC never called or even send an email regarding it. It seems lost and let it go.
I decide 10 days ago to order that same dryer again as reviews of it are positive. I realize only afterward price I ordered was first was €579,00 and that price is just paid for is now €649,00. As I start getting a bad feeling, I decided to call BCC to at least know when this dryer will be delivered. I call as indicated on order confirmation before 20.00 last Monday (after 18.00). I wait 13mn and decide to call again hoping to get somehow up in the waiting list. This time 10mn were enough before I gave up.
I come home today and find a letter in my mail box (by the way not even closed and is bad photocopy, seems to be a faxed letter …) mentioning BCC contacted me to discuss delivery of my dryer and that I shall contact them between 8.00 and 20.00 Monday to Friday what I immediately did once I found that message and this around 19.00. I chose again and as always for option `status of your order’: 15mn waiting time, hang up, call again, chose for same option; 12mn waiting time and hang up again without speaking to anyone. I suppose choosing for other option `place an order’ will take as much waiting time. I of course tried, just to check. Believe it or not, within 5 seconds I could get someone on the phone. I explain I got that letter per post today and that I shall call again (that 0900- number for 0.10 euro pm) to hear more about my dryer, may be to make an appointment? I will never know. I am asked to call again tomorrow between 8.00 and 17.00. Why?? To my surprise, answer of that employee is: `I can connect you to the right department taking care of deliveries but no one will answer’. I ask then why I couldn’t get anyone on the phone as it stands on the letter I got today I could call until 20.00. This employee tells me that `office hours are until 20.00 but that people work until 17.00′. That is of course big news!
This is a real shame! How many people is BCC still lying to and for how long??? How many customers ever called BCC for this kind of issue and had to wait for so frustrating long time without any answer? Multiplied by 10 cent per minute … Of course when I told that employee I had been recording the conversation (what BCC claims itself to do in order to improve its service), he decided to hang up the phone and to throwaway a customer. I suppose this employee faces the same problem as I do and many others. BCC at its management level isn’t in a position to keep its promises and to serve customers as it should be. No bad feeling but no one is happy now.
I lost time, paid too much for my `second’ dryer, spend extra money on nonsense expensive phone calls and still have no dryer today. Together with the feeling of being treated like rubbish once you claim. BCC, that is in my opinion going too far.

Desired solution:

As a matter of principles:
- to refund the minutes spend for my calls between Monday and Friday from 17.00 to 20.00 (0.10 euro per minute incl. costs per minutes of mobile phone)
- to deliver the dryer I ordered in January 2013 for the value of the same one I ordered in June 2012 as I never received it, neither a letter saying I won't be delivered.
to deliver this dryer before 5th of February as it is then announced at ordering I shall be delivered within 2 weeks
- to seriously improve its claim procedure and give the possibilities for its employees facing unhappy customers to solve clims in a gentle way. Proposing a customer to be called back by BCC itseld seems to me the minimum service to offer.