i placed an order for some headphones which they flagged as further id checks required. after claiming that they were unable to verify my address (which they use a '3rd part credit rating agency' to perform) they dropped my order & declined my account. they will not provide exact details on what was mismatched and declined my offer to submit proof of address (like a statement or bill).

they provided vague reasons ranging from the fact that the order was large; to the fact that i recently moved and have not built up an order history at my new address.

further complaints to their customercare also got a flat no response and they refused to deal with me further.

i have referred the complain to consumerdirect.gov.uk

If you ever consider dealing with play.com, DON'T - first two of my Christmas orders were lost without trace, and then they sent an MP3 player to the wrong address, and I now have to wait over a month to get my money back. They are simply unbelievable - DO NOT DO BUSINESS WITH THEM!

I tried to purchase a computer 3 times from Play. The first time it said it would be in stock in 10 days. 2o days came and went and nothing. I cancelled this order and pre ordered a similar computer that was due for release within 3 days of the order. This time I waited a month and the order was still sitting at order placed for 30 days. I cancelled this order and tried yet again with another similar computer that was in stock and "usually despatched within 24 hours". After a week I emailed and got no reply, I then phoned their helpline twice and despite promises made the computer was never sent. Sick of such atrocious service I wrote to Play's head office in Jersey and got no reply which shows you exactly what they think of their customers. My advice, don't buy from Play, they don't deserve anyone's business, and how they won the Best Online Retailer Award 2009 is a complete mystery.

I sold some items on Play.com in December 2009, in order to fund my daughters college trip due to take place next week. I managed to raise £254 and was really pleased with this. After waiting the 14 days stated on their website (in order for them to run checks on bank accounts) I was able to transfer this amount to my bank account. I was told that this had been a success and would be in my bank account in 7-10 days. This came and no money in bank account. I phoned up their 'customer helpline' supplied on their website Play.com and was told that the transfer had been done successfully and was just delayed due to the Christmas and New Year holidays. The date I was therefore gave came and went and still no money. I phoned again and was told that the money hadn't gone in due to me supplying a pre-paid credit card (which is all I have) however I was told that it was due to someones mistake in their department authorising the card when they shouldn't of (fair enough I thought). I asked them if they could send me a cheque in that case, they said that they couldn't do this as they didn't offer this service. Therefore they said the only way I could get my money without spending it on the site (which I think thats what their after as that way they can profit even more than they habe done already) is if I could find a friend who was willing to transfer the funds to their bank account. I explained that I didn't want to spend the money on the website as I was relying on the money for my daughters college trip. Therefore I managed to find a friend who was willing for me to put the money to their account.

I did this and changed all of the necessary details on the website and emailed the address I had been instructed to do in order for them to transfer the money. Therefore I was then told that the transfer had been a success and would be in my bank account in 7-10 days. The 7-10 days come and the money was still not in the bank account so I phoned them back and spoke to someone called Jonthahon in the PlayTrade department who told me the transfer had gone through successfully and they were just waiting for the bank to authroise the money and to phone back the following day and ask to speak directly to him (he gave me his extension number to do this). So I phoned back and was told that they couldn't put me through to him as they didn't offer this service. They put me through to someone else who was extremly rude and told me that I had no choice but to wait an additional 5-7 working days for my money. I told her that this was unacceptable as this had been dragged out for such a long time and I was still not getting my money and that I had already waited the time supplied on the website and the helpline. She told me that she couldn't do anything and threatened to terminate the call.

I realised I could no longer speak to her as she was of no help whatsoever and was just very very rude. I therefore phoned back and spoke to someone else who told me that the reason the money didn't go in was due to the account number not matching up with the sort code from the banks details. I therefore double checked the details found that they all matched correctly so I phoned back.

Speaking to someone else this time who told me a different excuse apparently now it was bouncing at the banks end. So I called up the bank who informed me that they would have no problem letting the money go through. I phoned back Play.com and informed them of this and was then told that Dave in PlayTrade had managed to sort the whole problem out and the money would be in my bank account in 10-15 minutes. 10-15 minutes came and no money. I realised that there was no point phoning them anymore as they were just giving diferent excuses each time.

I therefore contacted the Office Of Fair Trading (in Jersey where Play.com are based) and the Daily Mirror Investigations. The Daily Mirror contacted Play.com who informed them that they couldn't speak to anyone other than the account holder but how they 'welcomed me' to email them which I did. About four days later I recieved a reply from them informing me that the reason why my money hadn't gone in was because the changing of the bank details had triggered security measures therefore they were putting the money in manually in order for me to get it and that the money would be in my bank account on the 11th of February 2010. This came and still no money. Emailed them back and recieved a reply from someone else who told me I would have to transfer the money again. I replied saying that this was unacceptable as I had already waited long enough. I then recieved an email from someone else saying that they had transfered the money and taken another transfer fee for doing this. They have taken a transfer fee everytime they transfer the money despite it not being my thought as I have supplied a proper credit card and valid bank account therefore there is no excuses as to why the money is not going in. Therefore the value of the money has come down because of this which I think is disgusting as they are obviously doing it in order to get more money (despite taking a huge amount in fees already).

I then recieved a phone call from them saying that the money will be in my bank account at the beginning of this week. I highly doubt that the money will go into my bank account as I do not trust them at all. They have already done this many times before and promised me that the transfer has been a success and that the money will go in, but it never does. They are a disgusting company and I strongly advise not going near them. My experience of them has been terrible the whole process has been dragging on for two months now and I am still not getting my money.

Having not recieved goods from a Playtrade advertiser I have done everything that Play.com have required of me, over four different phone call processes, and I am STILL being stalled on my refund under their Playtrade guarantee. I have phoined then again during the evening, as agreed, and they are now insisting I have to phone them during working hourts only, after I have explained to then I can't do this!! They have NO written complaint route and have ALL of the details they need to make the refund- AND CONTACT ME This is deliberate avoidance of payment at best. AVOID PLAYTRADE LIKE THE PLAGUE.