I’ve certainly learnt a lesson from this experience and won’t buy anything expensive especially not an electrical item from them again.
bought an expensive dualit toaster and it didn’t work. They said I could return it, but I’d binned the toaster box . I sent it back, at the post office the woman there even had to open my box to check there was a toaster in there which she did and signed to say she’d done it. My refund came through.
a while later I had an email saying they’d not got my return. I rang them, the bloke apologised and said it was a mistake and not to worry.
then two weeks ago I had an email saying I’d sent them a different toaster back and they charged my debit card for the full amount of the toaster. Customer services are not allowed to talk to me about this on the phone or the chat. I can only deal with the specialist team by email. I’ve replied to the email as instructed was told I’d have a response in 72 hours and nothing. Customer services say they’d can’t escalate it.
ive responded to the email 4x now and still no response. I’m tweeting them and they just repeatedly tell me to respond to the email. I keep telling them that I do but nobody replies.
its like dealing with some rogue trader scam artist. They got my return, but are adamant I sent them a different toaster back which is blatantly not true. But how do I prove it? I have a video of the toaster not working so why would I keep a faulty toaster.
my brother had a similar issue where he ordered an expensive Lego set and in the box it was dirty, mixed Lego….not the set he’d ordered. He couldn’t prove that either. Loads of stories online of people order iPhones, etc and getting bags of icing sugar. They never get their money back, they get treated like they’re the ones trying to defraud Amazon. some people have even being barred from Amazon.
I’ll use John Lewis from now on, or Curry’s for electrical stuff. Just not worth the risk. I don’t think I’ll ever get the money back.