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?

[Llareggub]

Well my book cases have finally arrived but I am now worried that they won't have instructions after reading the PP. the boxes are too heavy to lift alone so I will have to wait for a man to assist...

[Anoushka123]

I ordered from Achica, yes order took a while but they were such great deals I was prepared to wait. Items were lovely. So overall felt it was excellent company.

[Alidoll]

Also ordered a few things from Achica (mainly when I was off on maternity leave). Only had one issue - item not delivered as part of larger order and no note saying it was being delivered later. Contacted them and arrived 3 days later...then another one arrived 2 days after that! Contacted them again so apologised, courier uplifted second one and I received a voucher for £5 for my "honesty". That Christmas received some chocolates even though I hadn't ordered for several months.

Not affiliated whatsoever with the company btw

Now..Secretsales...that's a whole different ball game!!!

[Ballantine1]

I am currently still waiting for an item which was stated as delivery between 17-23 July and like previous comments have mentioned am finding it hard to communicate with them, surely by now these well established sites can be more accurate and informative to customers. I would have to want something from Achica desperately before I ordered again and these usually can be found on other less glamorous sights cheaper and delivered quicker. Achica prays on those who think they are getting a superior item and service as their web site is conducive to this. So my advice is don't be fooled by this posh site and look on the sites used by us commoners for better service.

[Ceeda]

Oh dear I am getting a VERY bad feeling about a large order I placed with Achica for an outdoor dining set - very large sum of money and a seasonal thing that I won't need in a few weeks time. Failed to deliver on time due to a faulty part so courier returned to manufacturer, still waiting for replacement to be made and getting no joy from courier or ACHICA. I would NEVER purchase form these people again, and completely agree, the professional looking site is SO misleading and is in no way backed up by their customer service. If anyone does have any luck tracking down a phone number please let me know!

[LeilaSP]

I'm not a new poster and I've used Achica several times with no problem at all. I like that they often have children's clothes and toys that are a bit different, but I do agree that sometimes the delivery times and costs are a bit excessive, you need to shop around to make sure you're actually getting a bargain.

I've never ordered big items of furniture though, the biggest I ordered was a rug that wasn't the colour I expected, but I had no problem sending it back via DPD and my refund was processed pretty quickly.

It's not John Lewis,but I don't think it's as bad as some of the posts above would have you believe.

[IanTheDad]

We have been well and truly 'done' by Achica. We waited for some 7 weeks or more for the product to arrive, and finally when it did arrive it was incomplete. DO NOT TOUCH THEM!! The offers may look enticing, but they can't back it up with service and always fob it off onto their 'traders'. We are still waiting for them to resolve the issue, needless to say they've gone quiet on us. We will be taking them to small claims should they not sort out the mess by next week. More stress then it's worth, but I'm damned if they're taking us for a ride.

[LouisSurrey]

I am not that organised to keep a tally of how many orders I have made but did a search of my account as I just couldn't understand why people had experienced so much trouble. Agreed there is not a voice at the end of the phone but if you e-mail them, they do respond pretty quickly and have always been extremely helpful. I certainly don't work for Achica but work in a lovely shop that sells a lot of the makes that Achica feature on their web-site for a fraction of the price. I only order items that I am familiar with, but have really never ever had a problem. I also search on line to check their prices are competitive and on the whole they seem to be but you do have to add in the cost of the postage. All the staff in the shop use them and are really pleased with their services.

[LouisSurrey]

We have used Made too and again found them great. I think we have been lucky

[Julec]

I have a phone number for them if anybody is interested

[Bashaleah]

I had to make the effort, sign up to Mumsnet, and post this comment, as I just had such fantastic service from Achica I'm actually quite speechless. Yes, I know it sounds like I work for them, but I really don"t! I'm an actress, I don't have children - sorry mums - but I AM currently filming an ep of Call the Midwife where my fictional daughter is pregnant. I could tell you the plot, but I'd have to kill you!
I ordered a rug, it arrived this avo, within the delivery time, but it's the wrong colours. No delivery note. I looked on their website and thought I'd have to schlepp it to the PO and pay for a return, whereupon I was in high dudgeon. I whacked off quite a bolshie email to them, went onto your website via Google (while looking for a phone number for them) and was reading in horror, whereupon got a phone call from them within 5 minutes of posting my email to them, even before i could finish reading all the tales of woe (sorry about those), and they are picking the item up first thing tomorrow, with a helpful text to say what time. Now if I have to wait a while for a refund I shall not mind. I must say 'Bravo Achica!'.
I shall now enjoy a ramble around your site, which of course I have heard of. I should do a smiley face, but I think that's pushing it a bit for a first post!
B

[Bashaleah]

PS I've ordered from them before and it's worked out well - bought a PURE radio which was faulty. They replaced it immediately, and that was around Xmas time. Unfortunately I also bought a kooky chandelier which I hated when it went up and by then it was too late to return so I had to flog it on ebay and made a loss. Perils of the internet.

[Bashaleah]

PS last message I promise. When I said the rug was the wrong colours, I only meant it didn't work for me when I saw it in the flesh, not that they'd sent the wrong item.

[lborolass]

So pleased for you Bashaleah but would you mind explaining just how you ended up joining MN to make this gushing report.

I asked earlier in the thread but didn't get a reply from those posters, what was the thought process that linked having a positive experience and posting on a forum you've never posted on before?

TIA

[janetlc44]

HAVING DEALT WITH THIS COMPANY A FEW TIMES I REALLY SHOULD HAVE KNOWN BETTER AND STOP BUYING FROM THEM
THIS COMPANY HAS GOT TO BE THE WORST COMPANY I HAVE EVER DEALT WITH SO CONVENIENT TO HIDE BEHIND EMAILS NO CONTACT TELEPHONE NO TO CALL THE COMPANY BEING SUBJECTED TO SENDING CONSTANT EMAILS NOBODY RETURNING YOUR EMAILS BEGGING AND I MEAN BEGGING ASKING FOR SOMEBODY FROM THE COMPANY TO CALL YOU THAT CAN TAKE UP TO ANYTHING 3 DAYS
NOT RETURNING YOUR MONEY ONCE AGAIN MORE EMAILS BEGGING FOR SOME HELP
BEING FOBBED OFF WITH EXCUSES THIS HAS MADE ME ILL DEALING WITH THIS COMPANY PLEASE VERY AWARE WHEN YOU PURCHASE GOODS
I FEEL VERY QUALIFIED TO STAND UP AND SAY THIS COMPANY IS A NIGHTMARE I FEEL THAT MAYBE CUSTOMERS MUST BE SO FED UP TRYING TO RECTIFY COMPLAINTS THAT I AM SURE PEOPLE MUST GIVE UP GREAT NEWS I AM SURE FOR THE COMPANY WHO CAN JUST HIDE BEHIND THE EMAIL ONLY PROCESS
QUITE DISGUSTING

[DamarisC]

I echo the sentiments. They have some good stuff but are so slow with delivery. I even forgot that I had ordered one thing by the time it came.

I have to post about an absolutely brilliant experience with Vertigo interiors. Www.vertigo-interiors.co.uk. What fantastic service, quick, easy to contact, brilliant when there was a fault. I can't recommend them highly enough

[Ruari888]

Please be assured Achica are genuine and actually have a great customer service team. I order from them every week and yes with any company we may experience the odd issue and I have found them to deal with this effectively and quickly. Their products and sales are amazing and I have made purchases that I could not have found on the high street. I also got an order broken but realised this is not normal practice because it was packaged incorrectly - they use a fulfilment company ( probably an intern!). I have found they have got better and better and I would never stop shopping with them. They have always collected ( they pay) packages from me directly when it has been their fault and always kept me informed. Infact just placed my second order this week. The only thing I would criticise is that items are delivered with the order split - as items become available. I would rather I got my complete order when its all there, it saves on packaging and helps me to keep a closer eye on my deliveries. Don't be put off and as with any customer service department if we approach with anger we often don't get the help we could potentially get. From experience I love Achica even with the odd issue which is normal for any large company like Achica.

[ChasedByBees]

I think the glowing reports are more off-putting than the tales of hideous customer service.

[JacqueslePeacock]

What ChasedByBees said. These are hilarious but utterly off-putting testimonials!

[leonardofquirm]

all there issues are normal people, even for a big company. That's ok then.

This thread has made me but on behalf of you disgruntled customers.

[leonardofquirm]

All these issues.FFS.

[Devora]

This thread should go in MN Classics [wipes tears from eyes].

[Ruari888]

Genuine feedback actually - feeling a bit insulted and even bullied that this forum likes to take the mick out of genuine reviews and peoples thoughts - should be ashamed of yourselves!

[LouisSurrey]

I agree, how strange that people feel they have to be so nasty (we are after all talking about a mail order company. I think the best thing to do if you have had a bad experience, is never order again and leave all the lovely bargains for us!!!!

[SconeInSixtySeconds]

I have noticed that none of the positive reviewers have mentioned the large bulky pieces of furniture they ordered - it appears to be only rugs that aren't 'quite as expected'.

I recognise the names of the posters who have had negative furniture problems and not those who have sprinkled fairy dust. I am not ashamed of being wary in that situation, and there has definitely been no bullying.

If Achica is so super terrific why don't they have a customer service number? One little tiny change could allay all this negativity, but no.

That is why it is weird and unsatisfying. It has put me off shopping there - a bargain is only a bargain as long as it doesn't leave a bad taste in your mouth.