My Geek Box

4.00 stars

97 Reviews

GBP silhouette

SAVE ON YOUR INSURANCE

Mike's complaint against My Geek Box

Mike Rawlings

14/12/2015

[RESPONDED] MyGeekBox.co.uk (The Hut Group). Disgraceful service.

Complaint against My Geek Box

MyGeekBox.co.uk offer a mystery subscription box with "geeky" items inside. I've had a couple and some have actually had some fairly good quality items in which I unboxed on my YouTube channel...however their November one was literally awful. An absolute rip-off for lack of a better phrase. I then started hearing bad things from other YouTubers and people on Twitter about them. Such as: They will not confirm cancellation requests. People are billed again after cancelling. People never receiving their free Welcome Box. People receiving a duplicate box from the previous month - and MyGeekBox.co.uk refusing to refund because it has been opened. But how on earth would the person know it was a duplicate without opening it? Boxes that have never arrived but MyGeekBox.co.uk not replying to people about it. And more! Just check out their twitter.. So, I tried to cancel - only to receive the message that they had "requested" the subscription be cancelled and "if successful" I wouldn't be billed again. Sorry what? Requested? IF?! There shouldn't be an if about it - when you request to cancel it should be cancelled. And don't give them the benefit of the doubt because a lot of people that have tried to cancel have still been BILLED - trying to get a refund I can only imagine will be nigh-on-impossible because they do not action anything. I wrote to them almost every single day (via their website) for 2 weeks before finally the "Customer Relations Executive" confirmed it was cancelled - I personally don't even believe it. I've had to contact my bank to ensure to not let them take my money. Not once, no matter how many times I asked, would they provide me their official complaints procedure - I'm pretty sure this is a legal requirement when asked as per the Consumer Rights Act. I emailed all the relevant contacts at The Hut Group (the actual company that run this subscription service, which isn't registered as a legal entity in its own right if you check companieshouse.co.uk - who, incidentally run the Zbox (Zavvi box) as well) and have not received a reply. I've emailed them 3 times now including the attachment with the ridiculous back and forth where they would not assist (or usually even read the message by the looks of it). Other subscription services simply have a cancel button on their site - but MyGeekBox.co.uk (along with Zbox) make you send through their website a request to cancel (there isn't even a cancel description, you have to select something like "General Enquiries") and a day or two later you get a bog standard reply as mentioned above where they say you won't be billed if the cancellation request they've sent to someone (presumably an outsourced IT guy running an SQL database who has everyone's details and clearly can't be bothered to affect the changes requested) is successful. THIS IS NOT HOW TO RUN A BUSINESS. It either seems the subscription service is run by entirely inept individuals without clear communication between the warehouse, the small customer service team and the IT guy OR it's literally a scam. It's worth mentioning that I'm now having the same issue with Zbox (as above they are run by The Hut Group as well) and have received (1 minute apart) the exact same email about cancelling from MyGeekBox.co.uk (from the same person) as the next email from Zbox which just shows they're running these services from the same tiny team. Oh and I'd already received an email a week previously from MyGeekBox.co.uk "confirming" it had been cancelled...so why I was sent this email is beyond a mystery (and concerning). It looks like I will have to contact my bank again to ask them to not let Zavvi (Zbox) take money from me going forward. This is utterly unacceptable. The tone of this complaint is more like a rant - but it's with good reason. Buyer beware!

  • supporters 0

My Geek Box has responded

  • Comments (17)

Mike Rawlings | | VERIFIED

They've not acknowledged their failings still. Really steer clear of these scammers.

My Geek Box | | VERIFIED

Hello Mike, Thank you for raising your concerns, your feedback will be passed over to the relevant department so your concerns can be looked into further. I have checked both of your orders and I can confirm that both subscriptions have been cancelled and no further payment will be taken. Many thanks

Mike Rawlings | | VERIFIED

I'd like an update from this "relevant department" on how you're going to address the serious failings of your "business". Why is no one acknowledging them?

Mike Rawlings | | VERIFIED

I'd like an update from this "relevant department" on how you're going to address the serious failings of your "business". Why is no one acknowledging them?

Mike Rawlings | | VERIFIED

User Responded via private message

Mike Rawlings | | VERIFIED

I'd like an update from this "relevant department" on how you're going to address the serious failings of your "business". Why is no one acknowledging them?

Mike Rawlings | | VERIFIED

I'd like an update from this "relevant department" on how you're going to address the serious failings of your "business". Why is no one acknowledging them?

Mike Rawlings | | VERIFIED

I'd like an update from this "relevant department" on how you're going to address the serious failings of your "business". Why is no one acknowledging them?

Mike Rawlings | | VERIFIED

User Responded via private message

My Geek Box | | VERIFIED

Any technical issues with the system have now been fixed, you're feedback was passed over to the IT department who worked to have this fixed immediately. Many thanks

Mike Rawlings | | VERIFIED

"You're feedback". Can you please take some time to write correctly? I find it extremely rude. The issue is hardly a system one only - it's the way you conduct business. You have not apologised or acknowledged your terrible service. Everyone can see how you refuse to do so and act like nothing is wrong. It's frankly disgusting.

Mike Rawlings | | VERIFIED

"You're feedback". Can you please take some time to write correctly? I find it extremely rude. The issue is hardly a system one only - it's the way you conduct business. You have not apologised or acknowledged your terrible service. Everyone can see how you refuse to do so and act like nothing is wrong. It's frankly disgusting.

Mike Rawlings | | VERIFIED

User Responded via private message

Mike Rawlings | | VERIFIED

"You're feedback". Can you please take some time to write correctly? I find it extremely rude. The issue is hardly a system one only - it's the way you conduct business. You have not apologised or acknowledged your terrible service. Everyone can see how you refuse to do so and act like nothing is wrong. It's frankly disgusting.

Mike Rawlings | | VERIFIED

"You're feedback". Can you please take some time to write correctly? I find it extremely rude. The issue is hardly a system one only - it's the way you conduct business. You have not apologised or acknowledged your terrible service. Everyone can see how you refuse to do so and act like nothing is wrong. It's frankly disgusting.

Mike Rawlings | | VERIFIED

"You're feedback". Can you please take some time to write correctly? I find it extremely rude. The issue is hardly a system one only - it's the way you conduct business. You have not apologised or acknowledged your terrible service. Everyone can see how you refuse to do so and act like nothing is wrong. It's frankly disgusting.

My Geek Box | | VERIFIED

Hello Mike, We're truly sorry to the misspelling, we can assure you we were not being rude in anyway and we apologise if it has come across this way. We are sorry to hear about the experience you have faced with your order and please be assured your details have been passed onto the relevant department so improvements can be looked into for the future. Many thanks
400 characters

96 other reviews of My Geek Box


loader