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?

[CiderwithBuda]

I am very much a regular on here and feel I should post a favourable comment as we have had good service from them. I ordered a chest of drawers and a mirror. Both arrived. Chest of drawers was damaged to I contacted them to arrange collection and refund. All sorted.

I didn't get around to opening the mirror for a week or so and when opened realised it was far too big for the space. Meant to contact them but forgot for a few weeks. When I did contact them (past the deadline for returns) they phoned me and arranged collection and refund immediately at no cost to me.

So I suspect they are like most companies where thre will be good and bad experiences! Having said that I ordered a Xmas tree a few weeks ago. Must check up on that as it hasn't arrived yet!

[TooTabooToBoo]

Love this thread.

Achica, we aren't stupid.

[Jammybean]

Just thought I'd add, I've used achica several times and always had ok service. Mind you, I've always purchased smaller items, Dd's clothes or toys etc. It looks like I might have been pretty lucky!

There's nothing worse than bad customer service IMO. I certainly will not be purchasing any large bits of furniture from them. Sounds dreadful!

[roseyposey01]

I have been an Achica buyer since they first began. I had only one problem with all the items I have ordered (plenty of things!). I received a room divider screen and it had a tiny hole in it. They offered to have the courier co. collect it and refund my money. As they did not have any left,
I wanted to keep it so we came to an agreement where they discounted it to pay for it to be repaired. I have returned 1 other item and I had absolutely no problem. I agree that it is a nuisance to contact them and a phone number would be much more appreciated, but then things are often said during a phone call and not remembered exactly as said - an email is better proof of what was said. I have noticed that their products have become so much more limited as their customers have increased. I would like them to have more than a couple of each item. It is not always easy to be up and on the computer at 6:30am.

[HoneyDragon]

Hello Roseyposey01 and welcome to Mumsnet. Would you like directions to the rest of the forum?

[Molecule]

I must say sometimes I am tempted by Achica; first time the item took so long to arrive I'd forgotten I'd ordered it, so was quite a nice surprise; second item arrived quickly and has been much appreciated by my aunt; and the third time has rather irritated me.

I ordered two matching pairs or duvet sets (from the same supplier), one pattern each for the twin bedrooms in our holiday cottage caravan. First pair arrived quickly (for Achica), were nice quality and were duly put upon the beds. The second pair took another 3-4 weeks, and when unpacked at the caravan turned out to be only one set (but of a much heavier material, hence not noticing the missing set at home). I know it's very Mrs Bucket to have matching everything but my caravan has brought out the Mrs Bucket in me and I want it to match. When I got home I complained th Achica, and did get a reply saying that I'd been informed that not all orders could be fulfilled and they had credited me. I hadn't been informed at all, but will say that they had credited me for the price of 2 pairs, so in effect I have got a set free.

Can't decide if this is good or bad customer service. I may order again, but nothing that really matters; a Christmas present well in advance so something else can be purchased if it doesn't arrive etc.

[Rocky01]

Omg, I wish I'd read this thread before I'd spent over £2000 last week. Since my order of some bedroom furniture, due to personal circumstances I have had to ask for a refund. It is well within 7 days of their refund policy. Sent a letter by special delivery but haven't heard anything from them yet. Been trying to send a message through the help desk but it's taking for ever to be submitted. This might be my last time :(((

[kath209]

Hi,Just registered, was going to place quite an expensive order (for me) today but after reading this thread, changed my mind. However, the stuff I want has no brand name, there is just a description e.g. cabinet black/brown. How do you check other sites to see if you can buy the same else where? All suggestions gratefully received as have been looking for ages and Achica cabinets are exactly what I want!

[JustineMumsnet]

We just wanted to let you know that we've had to remove a number of posts from this thread, having been contacted by lawyers acting for ACHICA.

[ButThereAgain]

I think that might be my first deletion! I feel shabby now.

[Rosi1]

I have to add my voice to this thread as my frustration with Achica has reached boiling point. There is whole litany of problems, with half deliveries of matching sets failing to materialise, reward codes not being honoured (then when forced to do so, not working at checkout - like the OCT50 voucher), failure to respond to queries etc, that I could bore you with but, the 'icing' on this miserable cake has to be the 'missing' TV cabinet my husband ordered as part of a shipment, which they are refusing to refund.... I do hope their lawyers are monitoring this site still as I have one message for you. I WILL be taking you to the small claims court and it will be my absolute pleasure.

Yuk. What a cynical and horrible experience this relationship with Achica has been. Do be warned.

[dopw489fnimvl]

I HAVE NEVER FELT COMPELLED TO WRITE A REVIEW BEFORE BUT I ORDERED GOODS ON 14th NOVEMBER - ORDER STATED DELIVERY WOULD BE 16th TO 21st NOVEMBER. HAVE EMAILED THE COMPANY 3 TIMES AND ALL I HAVE RECEIVED IS 2 AUTOMATED EMAIL. STILL NOT RECEIVED GOODS. I WOULD STRONGLY URGE OTHERS NOT TO USE THIS COMPANY AS THEY ARE INCAPABLE OF CUSTOMER SERVICE. THEY DO NOT CALL YOU, YOU CANNOT CALL THEM. THEY DO NOT KEEP YOU UP TO DATE. IT SEEMS THEY TAKE YOUR MONEY AND THEN LEAVE YOU HIGH AND DRY. FUTURE BUYERS BEWARE! GOING BY THE OTHER REVIEWS I AM DREADING IT IF THE GOODS ARRIVE FAULTY!

[wrenno]

After reading all these posts I nearly cancelled my recent (and first) Achica order. But i didn't... and it was all ok! I ordered a rug on a Saturday and it was delivered on the following Wednesday and it was really nice! No need to contact customer services so I can't comment on what they were like, but I had a very good experience overall.

[HowardTJMoon]

It sounds like achica is more willing to spend money on lawyers to block criticism than a phone number its customers can call when there is a problem.

Says volumes about their business priorities.

[asfish]

The delivery takes a good while most of the time as I think they offer the goods first then when the sale is over they order them from the suppliers, then deliver them to you. Guess this keeps prices down.

Its not exactly Amazon Prime, but I have never had an issue with quality of goods, I've placed 15 orders with them since 2011, max value was £100 though.

[lizward123]

Achica sell nice things and the concept is alluring but the reality is poor - why do business with a luxury goods shop that places such low value on customer care that it doesn't consider a customer support line important.

[hollyisalovelyname]

I no longer am on Achica's maiing list because I heard they have s**t customer service from Mumsnetters.
I am not prepared to risk ordering from them

[Procrastinating]

I took myself off Achica's mailing list too. I have had half orders and orders just not turning up at all. It all takes forever. I give up.

[LynniieC]

Can anyone help with a way of contacting ACHICA. I have a problem ..,£100s worth and absolutely NO WAY of getting in touch! How ludicrous is THIS.

[Domino51]

I've been using Achica since June '12. I've placed 24 orders in that time totaling over £1400, the cheapest was less than £10, most expensive was over £300. Allow at least two weeks for delivery if not longer, but they usually tell you when you place the order roughly when it will arrive and you can also track it. It does pay sometimes to check the prices elsewhere, but I have NEVER had a problem with Achica or the condition that my orders have arrived in. I check their emails daily and would whole heartedly recommend them.

[Topmarks67]

Right so I've signed up to Mumsnet especially to comment on this thread. I was given two £10 Achica vouchers for Christmas. Signed up and found some things I wanted to buy. They came to over £50 so wanted to use the introductory discount I had been emailed and my Gift Cards. When I got to the checkout the system wouldn't recognise my GC codes. My sister had also had this problem with hers. It was also saying that you could only use one code per order which would mean splitting the order so I couldn't use the introductory discount and I would have to pay the £4.99 P&P charge twice. This would basically use up £10 of my £20 gift on delivery. Stressed and distressed I Googled Achica and came across this topic. Other people's terrible experiences made me even more angry with Achica. I contacted their Customer Services through the website (yes the lack of a telephone number is hugely frustrating) and waited 3 days for a reply. I am pleased to say that although the process took ages and I missed out on a number of offers in the meantime, the outcome was excellent. I placed the order and got my newcomer discount. Then Customer Services refunded the value of my Gift Cards from my payment. I have to say that although their systems leave an awful lot to be desired I was ultimately happy with their Customer Service. My sister unfortunately split her order and had to pay two lots of postage. Robbery I would suggest. However even she was ultimately happy with the Customer Service and with her products.

[laansa]

I too cannot say anything positive about ACHICA. My credit card has been debited with over five hundred pounds but I have not received the furniture, no one responds to my emails (via their contact site) & I cannot find a valid phone number to use. It is a sham. My advice: do not go anywhere near Achica.

[RenaeFW]

Have now had to go the Trading Standards route because an 89 item (plus P&P! - my Mother's Day gift from my children) not delivered and usual "customer support" was polite but ineffectual in resolving the mystery of my missing item. Tried contacting Hermes (delivery agent), but because they are contractually obligated to ACHICA (not me), referred me back there. Never had anything go missing from them before, but very slow deliveries and I don't know how many technical issues with the site (which I have tolerated up until now). They tried to tell me that I had a 20-day limit from date of despatch from their warehouse. I've waited much longer than that for items from them! And exactly how closely is a busy working Mum meant to track delivery of items to ensure they don't go over this limit? Extremely disappointing complaint resolution. Now 12 days from last corro with them and no satisfactory response, even after warning them I would follow this route if issue not dealt with promptly. Now sharing this experience with all on social media because they didn't take the issue seriously. Was a frequent user of their site. What a shame- won't be shopping with them again.

[PThomas]

DO NOT USE ACHICA unless you wish to lose money and the goods you order.
I ordered 2 bar stools in April due for delivery in mid-June. The date came and went and the company never contacted me regarding delivery. When I contacted them (and you can only do so by email) they eventually said they could deliver the items I wanted and promised a full refund. Two and a half months later, they are still promising a full refund and have failed to do so each and every time. I have now contacted my credit card company

[PigletJohn]

I found it difficult to believe that there is seriously a trading company which will not divulge its telephone number and mailing address.

I checked their website and it is true.

That's awful.