Active discussions

Please or to access all these features

Talk
Site stuff

Join our Innovation Panel to try new features early and help make Mumsnet better.

See all MNHQ comments on this thread

Original poster

ACHICA ?

213 replies

phoebus · 30/04/2012 14:42

As ACHICA is a Mumsnet Partner - (and I have nothing but the highest esteem for you, Mumsnet!) - I foolishly trusted them, as they seemed to have lots of great stuff for sale on their site, so I signed up as a 'member' a few weeks ago. - Wish I hadn't now!! - Of my 2 orders, things have gone badly wrong in both cases:

  • First order (small) took forever to arrive, and then, when it did, one item was smashed. Lo and behold, I discovered that they have got NO PHONE LINE on which you can ring them to discuss any problems!! - the only way to 'communicate' with them, is laboriously and indirectly, via an 'online helpdesk' and it takes them at least 2 days to get back to you via email. OK, well I did this, and eventually I got a reply promising to send me a replacement. Which never came. So a subsequent laborious 2nd email from me a couple of weeks later, got another slow, emailed reply to say, oh we haven't got that item after all, so now we'll give you a refund. (But they'd never bothered to let me know that! I'd had to chase them up for that info) . And that refund has still not arrived, after a few weeks.
  • Second order (much larger, around £500) I thought better of the next day, so I emailed the so-called 'Helpdesk' to cancel it a few hours later, as I was well within my rights, and their given timescale, to do this. Received a reply to say that was fine, they had 'cancelled it and had refunded my credit card in full'. This was two weeks ago. My credit card statement arrived today, and - guess what - it shows the full amount which they HAVE TAKEN, despite their promise not to. I've rung my card provider who assure me that I have not had this refund. Once again, search as I might, I cannot find any phone number for Achica Customer Care or complaints etc! The lack of this vital channel should have warned me at the outset.

Anyone else been taken for a ride by ACHICA? Are they just extremely incompetent, or actually a load of crooks?

OP posts:
WeekendsAreTooShort · 20/05/2013 19:34

I have ordered many many times from achica with no issues. Fantastic quality and products. Made also have been great. I would use them
Again and again

LISALENTIL · 20/05/2013 19:31

it just keeps going..... i ordered some bedcovers from them, then 10mins later realised i needed the money for something else, went to cancel imagining it would be like amazon but i had to send an email, and have had no response at all, over £70 has been taken from my account and i havent heard anything from them at all!

i sent a mail with mums net and got an email saying the inquiry had been dealt with, if they mean the missed call from a blocked number they have to be joking!

Shoddy Shoddy service and by the looks of things this has been going on for more than a year!

i've sent 4 queries so far and nothing! (angry)

MNHQ
HelenMumsnet · 16/05/2013 12:35

Hello. We've posted on your other thread, cassie767, but just in case you see this one first...

We've been in touch with Achica and they've asked us to say:

"We apologise for the inconvenience you have been experiencing, cassie767. If you would like to submit a query to our helpdesk, an ACHICA agent will get back to you within 24 hours."

PigletJohn · 15/05/2013 13:39

I just had a look at their website, and I couldn't find a phone number, which is a bit off, and the "contact us" page doesn't have an address either.

However it does say
ACHICA Limited
Company Registration Number: 7039129
VAT Number: GB979880436
Registered office: Jessop House, Jessop Avenue, Cheltenham, Gloucestershire, GL50 3WG

Which might be their office, but it looks more like an accomodation address or their solicitor, since there are a large number of companies sharing the postcode.

I am always relectant to deal with anyone who has no real-life address or telephone, whether it's a White Van tradesman or a mail-order seller. I reckon that companies who make it difficult to speak to them (e.g. Paypal) do iot because they get too many complaints to deal with, and a difficult process makes the weak give up. I have no idea if that applies to Achica, of course. Sometimes small companies with no full-time staff try to avoid phone calls.

cassie767 · 15/05/2013 12:45

Hi, having so much trouble with Achica, please could someone provide me with a contact address for them so I can make a formal complaint in writing. The phone number I have for them goes to answer machine and they have ceased to respond to emails. At first someone was getting back to me quickly but now, nothing.

I have received an incomplete order and another product is lost in transit. It's so frustrating. The website is attractive and looks professional with wonderful, enticing offers but sadly logistics and customer service is awful.

bleedingheart · 31/10/2012 16:11

Made 5 or 6 orders with Achica, and cancelled one, never had any issues and found it really straight forward. This thread would've put me off though, having to chase up issues like the perfume and refunds is not on.

NetworkGuy · 31/10/2012 16:05

Seems to be very mixed results with orders from them.

I just laugh when I hear that daft TV advert using some marketing-speak and ending with the woman suggesting that she doesn't know where she will use it, but buys it anyway.

Sorry, Achica, you need to put more into customer service, and perhaps online advertising, rather than wasting a fortune on TV ads esp if they make a prospective customer see themself as being considered a bit foolish by their friends (based on the daft advert being more 'style than substance').

Merinda · 19/10/2012 11:55

I have used Achica many times (and compared prices online, so ordered the items I felt were competitively priced). Never had any issues whatsoever.

Whirliwig72 · 08/10/2012 17:30

My issue with them is that I don't think the discounts they offer are all that. I've often googled their offers and found prices to be as reasonable if bit better elsewhere amazon usually beats them on price). Their delivery is steep also IMHO.

Lokkstar · 05/10/2012 14:14

Used Achica a few times. Reasonably happy with goods intially though value not always the best. Recommended to my partner who ordered a couple of bar stools for his new kitchen. Most recently I ordered a few things. One being a set of miniature women's perfumes. I paid at point of order. A few week's later I received a miniature set of MEN'S perfumes so I contacted them. They apologised, said they would send one courier out to collect the wrong item and another to deliver the correct item. (?) The courier was unable to collect the wrong item as they do not tell you when they're coming so you either risk leaving it out and it gettig nicked or have to sit in all day. The delivery of the "correct" item was made shortly after. Inside a GIANT box I could fit a child in, was a box which would fit through my letterbox. On inspection, it was another box of miniature MENS perfumes! I contacted them again and they said "sorry". They said they would collect the items and now I couldn't have the women's perfumes as there were none left!!!!! I complained and they said "sorry." I asked for some sort of good will gesture, they said sorry. 2 weeks later I have still made a payment to them for the items I never ordered. Their courier keeps texting to say he was unable to collect the items when there's no reason why he couldn't and you can't text the courier back except to give ANOTHER collection date! I am so annoyed with them. They don't give a monkeys. I have a whole load of hassle for THEIR mistake, no goods at the end of it but at least they're "sorry!!! Well that's no use to me. They will not get any of my business again and I shall recommend to all my friends they don't go near Achica! They have a lot to learn about the importance of loyal customers and keeping them happy. At the end of the day they should have accepted my offer to let me keep the items rather than keep sending incompetent couriers. I suggested they send me a prepaid envelope but they won't even do that. They insist on their couriers coming to collect! How ridiculous!
Incidentally, 2 months later, my partner is still awaiting delivery of his 2nd bar stool after receiving the first one 3 weeks ago.
Doubt he'll be doing more business with them in future either!

MartynandMiranda · 04/10/2012 12:07

captainmummy - don't worry about MADE - we've had some chairs delivered from them and its a similar principle - they are slow to deliver but deliver when they say they will.

I think that MADE are superb actually and will be buying more from them! Their workmanship is top notch you won't be dissappointed I promise!!

M&M.

MartynandMiranda · 04/10/2012 12:04

We've used Achica since its beginning. They were woeful to begin with - but as soon as you get your head around the fact that they get their discounts by giving slow delivery lead times, they've been superb.

Their customer service was very bad to begin with - now it is better than most internet companies that I can list (I hope you don't have the misfortune of having any discrepancies with Amazon, Play, eBay or such like for instance!)

We've bought a lot of things from them and they've always been very very good. So maybe this post was put up when they were still a bit naff?

Jony · 01/07/2012 22:31

This reply has been deleted

Message deleted by Mumsnet for breaking our Talk Guidelines. Replies may also be deleted.

captainmummy · 28/05/2012 13:26

You've worriedme now - have ordered a sofa from MADE.com, looked good in the photo and a good price. Haven't heard from them about delivery, has prob been 3 weeks....I must try to get hold of them.

Original poster
phoebus · 28/05/2012 13:00

MUCH HAPPIER NOW WITH ACHICA Today my most recent order arrived

  • two days early
  • in good condition,
  • at a very good price (thanks to the goodwill voucher I had received, following the earlier problems mentioned in the above posts).....

So, thanks to ACHICA. My confidence is restored Smile. I am finally getting used to the way they operate (online only, etc); look forward to the day when they have a Customer Service telephone line, and I will be shopping with them again now.

OP posts:
Original poster
phoebus · 05/05/2012 17:55

I'm just trying to learn how to use a smiley now (never done it before...) so here goes .....Smile

OP posts:
Original poster
phoebus · 05/05/2012 17:45

Glad your delivery arrived OK and you like the light! Hopefully things are now on the up with ACHICA for everyone....

OP posts:
MarshaBrady · 04/05/2012 17:00

Oh you should use the generous voucher sounds great, I know it's painful when there isn't a contact you can speak with when things go wrong. But I'm glad they have sent a voucher.

My light just arrived, and I'm really pleased with it. I must admit I find their daily emails quite enticing. I thought it was low quality stuff for ages (the name must have put me off) so I didn't bother to click. But lots is just general stuff that you might get from SCP etc

Anyway I got the Flos light and it looks nice. Easily pleased! Smile

Original poster
phoebus · 03/05/2012 14:24

Hi natural, really glad you have had a good experience in contrast to mine, and I agree that it's important to recognise that as well, in order to show a properly balanced picture. I'm not out to blacken their reputation without a very good reason.... In fact to prove that point I can now thankfully add something more positive: I have just had a (2nd) pleasant and apologetic email from one of ACHICA's customer service advisors, who has recognised what a lot of trouble I have had, and I have now been sent a generous voucher to use with them if I did wish to shop again with them in the future. (Not rushing back quite yet, but we'll see.... (is there an 'OK then, I'm mollified' emoticon?)

I have also been informed that they have taken note from all customers regarding communication, and that they are looking into a customer service line being set up; they say they are quite a young company originally 'internet-based only', but are now reconsidering that, it appears. At least they are beginning to see the need for customers to be able to speak to a human being when it's imperative, anyway. The advisor signed off with a laudable resolution to 'log all ACHICA complaints so we can better ourselves as a company'.

So all is forgiven, ACHICA, I'll give you another chance - as all the right noises are being made now. Anyone can make mistakes and learn from them and try harder next time...If they get a real grip of all these service issues, their products do look different and good, so they should be able to do well. I hope that all this is of encouragement to those who have ordered, and now started to worry after reading my post. Hope all your orders come through OK and that you get the service you wish for.

OP posts:
naturalbaby · 03/05/2012 13:34

I've ordered a few bits for the kids and never had any problems. I don't have high expectations of delivery/refunds/customer service if I need it because of the type of company it is, but with the value for money I've had I'm more than happy.

SoupDragon · 03/05/2012 12:30

Your experience doesn't seem uncommon TBH. It sounds like they are struggling with insufficient staff numbers.

MarshaBrady · 03/05/2012 11:54

Thanks Phoebus. I hope so.

It makes me nervous when there isn't a phone contact line, I didn't check. And I do love the stuff they send through by email.

I'm really glad they sorted it out for you.. in the end!

Original poster
phoebus · 03/05/2012 11:51

Well I'll keep my fingers crossed for you, Marsha - hopefully they have now had a little bit of a wake-up call recently, because I have been really assertive and bolshie with them and they must realise that they are attracting some not-good publicity here... Statistically (? not that I know anything about statistics really!) SOME orders must go through smoothly and successfully - so here's hoping that yours is one of those.

BTW they did let me know that they have plans in the pipeline to open a customer call centre one day, so that might be the salvation of them.....

OP posts:
MarshaBrady · 03/05/2012 11:39

O crap I'm waiting for two orders from them.

Original poster
phoebus · 03/05/2012 11:37

Thanks Toothbrush and SoupDragon for your input.....helpful and sympathetic! Thanks also to the Mumsnet Team who have helped me flag up my strong concerns in this situation, and - respect! - I do believe you have helped me get it resolved too now - SEE BELOW!

Yes, I have (at last) GOOD NEWS.....My refund DID - finally - appear in my account today .....Phew!!! But what a battle it's all felt like. Nothing like your normal shopping experience, that's for sure! I think you were right Katisha; they had actually sent it through on 1st May ( from ACHICA) but it seemed to take 3 days to clear (and wasn't even visible to my provider as a 'pending' payment before that).

So now I know: ACHICA is probably an honest business after all, as they have - (just in the past 2 days, mind) - made genuine efforts to get me my (originally messed-up by them) refund; and - since I started kicking up all this fuss! - I have received a direct email from a financial officer there, AND a direct phone call (although from them to me, no number given) today. BUT if I'd been a more compliant, passive customer (or just an even more befuddled, overworked frantic Mum, perhaps less vigilant over checking my credit card balance etc ).....they could have got away with an awful lot on this occasion. So my advice is, if you shop with them, be very watchful, be very proactive, chase everything up yourself and do not necessarily assume that they will be sorting out your problems, if there are any. (EG: I wasn't contacted about a previous missing replacement, or refunded for it either, until I personally drew it to their attention after a very long wait). Their products do indeed look lovely and tempting... but will they survive in today's marketplace if they don't get their customer service act together? I doubt it. I'm not shopping there again. Too painful.

OP posts:
Swipe left for the next trending thread