ACHICA ?

[phoebus]

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?

[MartynandMiranda]

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?

[MartynandMiranda]

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.

[Lokkstar]

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!

[Whirliwig72]

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.

[Merinda]

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

[NetworkGuy]

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').

[bleedingheart]

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.

[cassie767]

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.

[PigletJohn]

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.

[HelenMumsnet]

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."

[LISALENTIL]

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)

[WeekendsAreTooShort]

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

[northcotemum]

HI Lisalentil. I am having exactly the same experience right now with no confirmation from Achica regarding a cancellation of an order I placed - and then had to cancel within 12 hours of placing the order! I've sent two queries via their website and also included my mobile number. No reply yet and it's been 3 days. They say on their website that they will respond within 24 hours. Not happy at all!!

[northcotemum]

I think it should be illegal to have an online business with no phone number for customer service.

[HelenMumsnet]

Hello there. Please can we refer you to the helpdesk email address we posted earlier on in the thread? Achica have assured us they respond to these within 24 hours.

[sophiesnannylee]

Dont start with them . The item took weeks. when it did arrive it was stuffed in a plastic bag , considering the cost I was shocked. the color was cream looked white on the picture. I didnt complain as it was a gift and they liked it. From then on it does not recognise my password so I went the way of forgoten password, It never arrived in my E mail . having spent hours looking I found questions and added it there. it took 2 days for a reply they sent me a temp pass word so I could change my password which worked once, now its the same again , nothing came to my E mail. I give up dont star with them.

[kerryanneg9]

@lokkstar please tell me the courier is not Yodel? As if it is I feel your pain! Yodel are useless! :(

[H2O1]

Don't order anything - I have been charged for 2 x 2 pairs stools instead of for 1 pair. Customer service is by slow email - no phone number. They won't accept their error. I want to return them but the original packaging won't take the assembled (faulty) pair I have received. There are no instructions in the packaging saying to how to adjust them. I had some else's reply to a complaint sent to me in error regarding a completely different order. Plus I found them afterwards cheaper in the store than online. No phone number is a killer.

[ChloesMum1]

I have bought loads of things from Achica, some great, some not so great. I understand the shipping policy, so although annoying that they take your money straight away, it's part of the bargain. However, I recently bought a Pandora watch. I was so excited when it arrived. However, it didn't work. After many messages backwards & forwards, I have got no where, the watch doesn't seem to have the 3 year warranty it should have. This was not explained at the time of purchase. Sorry Mumsnet, the link you have just takes me to the usual contact site and they do not contact within 24 hours. They said that a courier would collect on 28/6 for a full refund, guess what, no courier. I would be very wary of purchasing anything expensive or that could be faulty again. It's a shame when very poor customer service let's them down.

[SmellsLikeWeenSpirits]

I've use them lots of times with no problems. And when I had a problem with one if those items (a fancy lightbulb that kept blowing) they sent me a replacement three times over and then refunded me when it kept happening

Tbh I find it easier to drop a quick email than having to phone. And then you have all communications in writing which is never a bad thing

[SmellsLikeWeenSpirits]

So umm yes, not quite 'no problems'

[Bethiks]

I have been using Achica for over a year but never again. Of the 7 orders I have made..,
2 were broken on arrival (faults that either occurred in transit as the items were poorly packed and/or were damaged before they were sent out - one chair in particular had the look of a "second" or shop soiled with chips on the arms
2 were not a described (the cups looked full size on the screen but were tiny. They were meant to be for mulled wine but held no more than a thimble of liquid!)
3 have never turned up. Including the latest order for a pair of sunglasses that was paid for more than 6 weeks. They have cancelled the order but have not told me. Goodness knows when then refund will be applied. It took them over three months to refund my money on an order that they couldn't fulfil before this. I really don't know why I gave them another chance!!! Their communication is non-existent and you have to constantly chase them if you want your money returned.

The site is glossy and lulls you into a false state of trust, however, scratch the service and the product quality is poor and the customer service non-existent!

USE AT YOUR PERIL!

[Snorbs]

Any website that offers no means of contact other than a web form (or email account hosted on a free email service) is a significant risk. It doesn't definitely mean they're dodgy but it is a big red flag. They only want to deal with you at their convenience, not yours.

A website such as Ahica.com that lists two different addresses for its registered office is a bit of a red flag as well...