Without doubt the most frustrating .com
currently two orders outside delivery date by 4 days .
one order expected to warehouse 22nd May but no delivery date .
Have asked repeatedly for contact information chief executive officer without any response .
Customer service is a joke .tracking is not fit for purpose , if sent by post you are given a five day window for delivery ,You are not advised the product is being posted , on my order , I was advised of despatch but no tracking was available through the postal system. I had to ask how the parcel was being delivered ,
No use to man nor beast.
On My second order I received an email , standard issue , marketing blurb , completely ignoring my question ,
I await further response after replying in no uncertain terms that I expect an answer to .WHEN WILL BY ORDER BE DELIVERED.
I have now resorted to collating all correspondence , and recording telephone conversations to be passed to Trading Standards and the BBC Watchdog prog.
Next step I will be writing to my MP with the ultimate aim of having this organisation taken off the web as unfit for purpose.
DON'T BECOME INVOLVED WITH COMPANY,unless you are prepared to spend many hours being led in circles by a system deliberately designed to make it difficult to complain.
Practical experience with Achica leads me to believe that they are without doubt the worst .com company I have ever had the misfortune to deal with.
I have used Achica for a while and it has been excellent. However now their delivery system seems to have crashed and I have no idea what is going on and cannot get any answers. There is no phone number to ring so have to go through a help desk on-line and leave messages. Jenny from customer service rang me on Friday (17/05/13) and I was busy with one of my staff and so she said she would ring me back in 10 mins. She finally rang me back and left a message at 13.06 on 19/05/13 that is appalling customer service. I have stopped shopping with them now which again is ridiculous if your running a business when all I want is a simple answer to a simple question. This does of course make me wonder if there is a problem with this company? I would simply like my money back as I am seriously worried.
Jeg har købt, en eller rigtig fin, sæbedispenser fra Achica. Pumpen på dispenseren sidder desværre bare så skævt at jeg ikke kan bruge min nye sæbedispenser. Det kan desværre ikke betale sig for mig at sende den retur, da jeg selv skal betale for at få den sendt. Kort sagt: JEG skal betale for DERES fejl!!!! 0 stjerner
I ordered £441 worth of furniture on 08/01/13,today is 05/05/13 and I still have no date for delivery!! I have received many excuses, including, the snow preventing delivery,Bank holiday delaying delivery and making sure that my furniture can be delivered in pristine condition. I have asked for my money back and have been told that my furniture is about to be received by the warehouse and will be delivered ,at the latest during the last week of April and the the first week of May. Of course there is a Bank holiday during that week, so no doubt that will be the next excuse, because today is the 05/05/13 and there is still no sign that my furniture is any closer to being received in the warehouse, let alone ready for delivery. I have just written to Citizens Advice Bureau to try to find out what can be done. I have lost all confidence in Achica and would like my money back,so that I can go to a reputable furniture shop!! I would not recommend Achica to anyone, in fact I would warn people not to buy (if you can call it buying,more like stealing) because they have my money and I have nothing. Surely this must against the law and surely I must get my money back. As the old saying goes, I would not touch them with a barge pol!!!
I placed my first ever order with Achica today. Before placing the order, the website indicated the products would be available for despatch on 22nd to 29th May but they have taken immediate payment from my debit card. I was most surprised at this. I shop online all the time and have always had payment debited once the goods are dispatched. How can they effectively hold on to my money for more than 20 days before the goods are dispatched???? There must be a clause somewhere in the distance selling regulations. I have now cancelled my order before 2:00pm today so expecting a full refund. At the very least, they should bring up a massive pop up screen to explain this before you hit the payment screen and place an order. I am sure this should not be too difficult a task for their IT dept. The Financial Services Authority requires insurers to Treat Customers Fairly at all times. Which Regulator oversees online selling and will they see this as a TCF issue? The key is to keep customers fully informed and I do not feel I have been kept informed at all. For this reason alone, I will not be using them again. Will revert to my fav online shop Amazon who only debit payment on despatch. I will update this review once I hear back from Achica. Thanks
I do like the items Achica stocks, and the discounts are pretty good (though do check around as you can sometimes get cheaper when you factor in the site's hefty shipping rates--probably to claw back some of the discount!).
What I really dislike, and what others have complained about is that they are quick to take payment, but then it can take months to get items--in my case it's nearing month two, and still awaiting shipment of 2 piddly pillowcases I ordered in a large order of bed linens.
In a different order, I waited nearly 2 months again before they cancelled part of the order and marked it refunded (which took at least 7 days from when it was marked refunded in my Order History). The cancellation of the order after you've waited so long is highly irritating--surely there is a better way to manage stock with the manufacturer that it doesn't take 2 months to find out if it's available?
Bottom Line: Discounts are decent, items are appealing, but they really need to sort their system out with their manufacturers to dispatch goods quicker, and not in such a random fashion (even with the same manufacturer goods came at different times) and to make sure stock is actually available!
Achica has some great offers on many desirable products however the company does not appear to have systems in place to monitor the supply chain and coordinate this to the end user ,If you are ordering an item take the delivery date given as a maybe not a certainty.If you query a delivery date my experience has been to do all the chasing and the items have still not arrived , some 3 weeks after the promised delivery date at time of ordering .Whilst i appreciate things do go wrong the lack of proactive work from customer services ensures the customer is left frustrated .
Every time I look on the website I want to buy everything I see - the products in real life are no disappointment! I bought candles and a book as gifts and they are just perfect - good quality, just what I was hoping for and they just look and feel luxurious!
I bought a ceiling light from achica late last year mid a renovation project which has tuned out to be incompatible with my light switches.
I was months over the returns deadline but thought I would chance achica to see if they would accept.
I was astounded when they responded not only with a yes but that they would send a courier free of charge to collect within 2 days and issue a refund.
I cannot speak highly enough of these guys, you just don't get customer service like this anymore.
I have made many purchases from Achica over the past couple of years. I've had no problems with smaller items: some cool doorstops and other home products. But every single order for furniture or large items has been a terrible experience!!!
I've ordered a bed, a chest or drawers, a hall table and a coffee table. Every single item arrived badly damaged. In 2 cases this was due to poor build quality, and in 3 cases there were issues with the way the product was handled in warehousing or delivery.
In one case, we watched as a single delivery guy ROLLED our coffee table down the street to our house on its LEATHER sides!!! This really should have been a 2-man delivery - they'd charged £50 for delivery, so should have had the money for a better service.
Now the customer service - in summary: very friendly and nice, but entirely inept - they don't follow-up, or respond in a timely manner. Then, if they do agree to a replacement, they want you to wait in for a collection, before making you wait in again for a new delivery on a separate day - wasting enormous amounts of time!
Really disappointing service from Achica, waited weeks for order to arrive and then sent the incorrect item. They said they did not have the correct item so could not send a replacement. The returns note in the package said I had to return at my own cost so I paid postage to return the item. They then sent me a voucher to use on their website instead of a refund. I had to complain in order to get a refund and they refused to refund my postage costs. So I have wasted considerable time and am out of pocket with nothing to show for it. Not impressed at all, would not recommend that anyone uses Achica, I certainly won't be in the future!
If anything arrives broken or damaged, there is no quibbling with Achica and, to me, that is so important.
One of the items I bought, a console table, had a good top and legs which I had to fit
and that went well but the drawer section was pretty shoddy and I'm not sure will take much weight. It came damaged but I put it together again with some strong glue instead of the staples that had been used.
All other items have been of a good standard but I think it was just this particular firm which had taken some short cuts in their production, not Achica's faullt and I am sure I would have got my money back had I complained.
I have recommended this site to all my friends.
This is the second small item of furniture I have had delivered damaged. I know these things happen but it doesn't help seeing the van driver take off with the doors open and parcels strewn across the road. The main problem was trying to get it collected. The collection company were given the wrong address which I tried to change with both them and ACHICA. I was told it was corrected but after being given two different collection times and waiting in yet another day....all day... the van didn't come. The most annoying thing is that nobody would respond to my messages on line ....so that I may at least abort my waiting and get on with my day. A problem with not being able to talk to anyone on the the phone when a small incident could have been rectified. Instead it turns into a major problem because contrary to ACHICA's way of thinking my time and energy are just as important. Waiting for deliveries of items seems a long drawn out thing especially when payment has been made so far in advance.
I've bought some amazing value, high quality bargains on Achica.
And on the rare occasion when the product isn't what I'd expected, they have been very good about refunding me quibble free.
Don't assume that you're always getting the best deal with the prices on this site, but if you do your research there are some great purchases to be had.
Purchased 3 items a bookcase, which arrived once I opened the box however I saw 3 faults without having to look there is a crackvalong the bottom join, the top shelve is chipped and the mid support across the bottom doesnt even fit! I am so disappointed also left instructions for delivery to my neighbour yet only one parcel out of the 3 was delivered yet I have emails stating all 3 to be delivered today. I should not have to pay to return fault shoddily built goods. What a rip off
I ordered in December (21st) to be precise. I saw this Oak sideboard and thought it would match my new wall cubes. The sideboard was to replace a cupboard that I have wanted gone for sometime now. Delivery oringinally for Mid - January. Despite several e-mails querying the non-delivery and the promise by Kimberley that someone from the Distribution department would contact me, this has not happened. Money was taken from my account pretty smartish but no goods. This is beginning to worry me now. HELP!
Duvet cover very nice, was however expecting to get matching pillow covers not just plan lilac coloured ones. Bit disapointed , should have made that clear in the description. Over all good quality.
I bought mirrored bedside tables from ACHICA at the end of January.. delivered broken at the end of February,I cut my hand as I was unpacking the item As it was one of a pair of mirrored tables I emailed to say could I have a replacement - if none available I would need to return both. One person contacted me to say they would check with suppliers and then let me know what was happening and ring me back, this contradicted another email from a different person implied there was no replacement and would I arrange a return. Two weeks and 4 emails later I am still waiting for an update. In the meantime another order I have placed is also faulty,12 towels from the same supplier i, was notified as despatched - when it arrived there were only 4 towels! If I had realised how poorly the ACHICA system responds to problems I would not have ordered anything. .. the tracking of complaints is completely random and haphazard there is no consistency. We need a phone number to be able to liaise with one person who takes responsibility for the customer's overall order. I have spent well over £1,000 and so far the only item that has arrived successfully is a pair of secauteurs costing £8.00. I note ACHICA are now advertising on television as the volume of the customer orders increases their already bad customer service can only degenerate further.
ONE OF THE GOODS I RECEIVED WAS DAMAGED AND HAD OBVIOUSLY GONE THROUGH QUALITY CONTROL AND SECURELY PACED FOLLOWING THIS. THE COST OF THEN RETURNING THE GOOD MEANT I WAS GOING TO BE OUT OF POCKEDT
Sandra Crawford found this review useful
I odered a shabby side board in January and it has not been delivered ,Ihad an e-mail from Achica to say hat it would be delivered Between the 3rd March and the 10th March I have found that the delivery is taking too long, otherwise good products.
The stars reflect what ive had before not too happy now.
some great products at great prices, they keep you informed by email of delivery, not had any problems with refund . 1 star taken off for waiting times on some products but this is why the price is lower so balances out. Many products are over packaged and could come with a good deal less and would not be so expensive for delivery.Worth the some niggles for some of the cheaper prices!
This has been a great buying experience with loads to choose from. A joy to surf and easy purchasing.
Achica is a good shopping site for a multitude of stuff at low prices, I have found loads of quirky things.
I ordered a very lovely item that was to be a gift to a new born baby boy. My order clearly stated my choice of blue (would have preferred non-gender specific colour but that option wasn't available so hey!), the paperwork received with the item clearly stated blue. The item arrived in a lovely presentation box but curiousity got the better of me & so I opened it up to take a peek. Very glad I did this because the item was pink not blue - I felt I was not able to give this to the proud parents for their new baby boy! Reading through Achica's returns policy I discovered that the item could only be returned at my cost! Very reluctant to pay p&p twice for one item & so decided to keep the item in the hope that it can be useful in the future for a new born baby girl. Very disappointed by this policy, you let yourselves down :(
Sandra Crawford found this review useful
you have some great offers on but you must be up early to catch the best bargains. The quality and service is great the only fault is it would be nice to keep adding things to your basket through the day or be able to go back on to shop and total up the postage at the end of the day.
Achica provides an excellent range of products across a wide range of areas. I love receiving the emails and having a look through the daily offers, often placing orders for home items or items for our soon to be first born child.
I must say however, my 5 star rating of Achica has been recently tarnished by a very poor customer service experience. In short, I was sent 2 incorrect items out of 6. One of the items was "no longer in stock" and the second was not despatched when advised, however, the focus was entirely on the courier collecting the incorrect item. I of course offered options for the courier, however none of them were followed. The correct item was despatched to my husbands work but it was not attention to anyone, and had to be opened by the reception staff who paraded the baby item around the office to see who it belonged to. The courier then collecting the incorrect item from myself did not follow any of the collection instructions, and instead made his was into a secure facility and staff ended up calling me to come and address the matter.
The customer service representative was, throughout, more interested in being "clever" and trying to justify himself rather than being apologetic - the concept of customer service did seem lost on him! I did point out that I had never received such treatment from other companies - companies such as John Lewis should an error occur are immediately apologetic, not defensive, and go above and beyond to rectify the situation, thus allowing you to remain assured with future purchases that should there be an error or a problem, that they will sort it out immediately at no inconvenience to the customer.
I am very disappointed and this will indeed affect how much, if at all, I shop with Achica in future, as I do not feel confident in the customer care provided.
I purchased 6 items from ACHICA, 4 of them has arrived with faults!!!
Customer care can only be contacted by email, which is very inconvenient.
I have managed to return 3 items (a broken vase which was not wrapped at all, a faulty lamp and a faulty chair). I have received emails saying that refunds were sent for the vase and a lamp, nothing adout the chair. So I will have to chase them again!
More problematic story with chandeliers. I ordered 2 as a pair for the same room. They arrived flat packed, so I spent more then 2 hours assembling them only to find out that one of them is missing the top part: chain hook and rose. Customer care is trying to resolve this problem for 2 weeks now, while the chandeliers are lying in the middle of my living room, creating big inconvenience. I found the name of the supplier on the box, looked at their website and found the same chandelier in stock, while ACHICA's customer care still cannot resolve the problem. Last email from them was:
Date: 26-02-13 14:10:46
Thank you for your email.
Unfortunately the suppliers have not come back to me with an update, I will chase for a further 3 working days and if I cannot obtain any further information I will arrange a collection and refund for the light fitting.
ACHICA Customer Care
I just don't understand why can't they resolve this straightforward problem - call the supplier and arrange for the missing part to be delivered!!!
The experience of shopping at ACHICA has been the worst for me so far, and I do a lot of internet shopping.
Hope they will be able to improve the quality control and customer care soon.
Sandra Crawford found this review useful
What a wonderful way to shop! Though I am quite new to general online shopping, this is the way to do it. Great products, excellent quality, full ranges of endless items, heaps of choice, fantastic for gift ideas, always delivered on schedule and beautifully packaged with care for transit.
I will shop with Achica forever.
Generally items are good quality - delivered when promised-I did return one item as I didn't think the quality was good- no problem returning it except for the cost!- postage is I think the biggest put off.
Some great sales with plenty of choice most days.... I've stocked up on unusual gifts for my nearest and dearest but disappointed sometimes when a little research shows that not all sales are such a bargain!
Great customer service, was quick to respond on the matter of return as my ironing board arrived totally dirty and package was ripped all over. Refund was processed exactly as stated in the policy.
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