I had previously bought a Chord termination kit from Audio Affair which was cheaper than anywhere else and it arrived really quickly so to finish the job I recently ordered 2 more pairs. Unfortunately this time they were the wrong ones and a subsequent call to Audio Affair revealed that Chord had changed the spec without telling anyone! This information was disappointingly delivered in a thoroughly dis-interested tone of voice by a guy in the sales team. Unfortunately I was made to feel like I was wasting his time with a trivial issue over a £35 sale. As a customer services manager myself I find this kind of grumpy phone manner surprising in these times when every company should be fighting for return customers, a shame really, cheer up fella!
Anyway, he re-directed me to Penny in despatch and things began to improve, she was a pleasure to deal with and she arranged for a refund on receipt of the returned items. I then shopped around but couldn't find anyone who had the old termination kits in stock so I called Chord Co. and spoke to Richard who was very helpful and not only rummaged around to find a couple of the old kits but arranged for them to be sent on to Audio Affair. Penny then sent them to me and they arrived today. I am so chuffed with the service I treated myself to a new pair of RCA cables! A very positive turn around to what looked like being a bad experience, particularly Penny for whom nothing was too much trouble, For price, products despatch and Penny I would award 5***** but a grumpy sales team member has cost them a star on this occasion. None the less, I'll be back for new speakers soon...
I ordered a pair of Audio Engine A2s and a pair of Aktimate Minis to replace equipment that was burgled from my home.
Although the A2s arrived in excellent condition, the Aktimates were damaged and components such as the power cord and remote were missing from a box that suggested that the product I was sent was far from new.
Long story short (a story that included me needing to prod on Twitter, being promised replacement speakers then being told that there would be no replacements until December), the ultimately marvellous Penny arranged to send me a pair of Aktimate Maxis for my troubles. At no extra cost.
Sadly these too arrived much the worse for wear.
Penny again stepped up and replaced the speakers within 24 hours.
Outcome: I have a marvellous set of Aktimate Maxis that are pristine and a great deal of respect for Penny and the way she dealt with Audio Affair's initial shortcomings, shortcomings that -judging by the other reviews here- are not unique to my case.
Come on Audio Affair; make Penny's job easier and thoroughly check your product before it ships!
I bought audioengine2's from Audioaffair, all did not run smoothly (due to teething problems during set up of the speakers) but I was quickly advised and helped with the situation beyond my own expectation of what customer service should be. Penny from Audioaffair dealt with my problems very quickly, efficiently, and through a great sense of customer relation. The initial problem corrected itself. I am more than happy with the response from Audioaffair and from Penny, they were more than helpful offering an exchange immediately, thankfully it did not come to this..
I would recommend this company and have found them to be excellent.
I ordered Harman Kardon CD + Amplifier and 2 KEFC7 speakers. Delivery was very quick (Republic of Ireland). Harman Kardon arrived in perfect condition but 2 KEFC7 speakers were a disaster! What I received was badly damaged used pair of speakers. Explanation from Audio Affair was that they shipped them directly from KEF. Speakers were missing screws, were scratched and drivers were damaged. I sent an email to them, replay was to send them back what I did next day. But I was charged for the return (later refunded but only half). Next pair of speakers have arrived and one was good, but second one was damaged during transportation. This time Audio Affair organised the return I paid nothing. After another week I received replacement for that damaged one in transportation. This one was good. So all in all I waited a month to have the speakers sorted. I must say there was absolutely no problem with customer service. Penny, who is the person, was very friendly and polite (easy to get to her on the phone but hard on email). So Audio Affair handled this excellent and in professional manner. Last word to KEF. The way I was treated (pair of used and damaged speakers) and absolutely no interest from them to have a happy customer (not even sorry) - keep away from KEF!
I ordered a Mission Stancette Speaker Stand. I Paid by Paypal.
Two days later I received an e-mail telling me that the model I ordered was out of Stock. (But it is availble in their Site).
I told them that I could wait for them to re-stock it.
After many weeks, and many unresponded emails, they Refunded me with no Notices.
Unfortunely I can not recomend this site.
Customer found this review useful
I visited audioaffair to look for some new speakers and was happy to find not only competitive prices but a wide selection of models in stock to try. After choosing a few options in my pricerange, I went for a 10 minute coffee while they set them up for a demo and went back for a listen to each pair. The staff were helpful and I never felt under pressure to buy. At the end I wasn't sure which would be "acceptable" at home so left it overnight to have a think and talk to the boss! I called the next day to place my order and they were delivered to my home the following morning. A pleasant and stress free experience from start to finish. Its good to know in this day and age small businesses exist that still offer good old fashioned service. Recommended.
Ordered a home cinema system( speakers + amp ) from here over 3 weeks ago now. Got an email 2 days after ordering telling me it would be here the following week. They took the money on THE SAME DAY I ordered and 3 WEEKS LATER I still have NOTHING. I have emailed them multiple times now and have not received one reply. The company has not gone out of business as they are still busy on twitter. DO NOT GIVE THIS COMPANY ANY OF YOUR MONEY. I have now had to go to my bank and report this as fraud because they refuse to reply to any emails I send. Spend a little extra money and go to a reputable supplier, its not worth the effort wasting your time with these scam artists. SERIOUSLY IGNORE THE OTHER POSITIVE REVIEWS AND AVOID AT ALL COSTS.
EDIT: Shortly after posting this review. I received a phone call from Penny from customer services apologizing for the delay, offered me a partial refund as compensation and updated me on the state of the order.
Apparently there was a mix up with the supplier but this still does not excuse the complete lack of communication and the only reason that I got a reply was becuase of this review!!!
I have been informed they will receive the goods tomorrow and they will be shipped out soon after. It is still pretty horrendous that it took me posting a bad review online for them to get in touch with me but once they get in touch they are actually quite helpful.
Anyway still not got the goods, when I do I will update this review.
Received the goods a couple of days ago now. Everything was in perfect condition and exactly as described on the web site.
Overall they have recovered well, initially they were horrendous as they had taken my money on the same day I ordered and then not answered any communications since. That left me in the position that I did not know whether my order would be honoured.
Once they got in touch( which they only did after I posted this review ) they were very helpful and apologetic for the delay in contacting me. I have received numerous followup phone calls in an attempt to patch up any damaged relations which I do appreciate.
At the end of the day they are not here to rip you off. They seem to have quite limited stock available to them directly so there is a chance that they will have to ship it in from the suppliers. This can lead to delays but they do seem to undercut any rival websites. The only problem is the lack of communication, If there is any delay the customer needs to be notified right away especially if the money is taken immediately.
So there you go, if you want goods that may be cheaper than anywhere else and dont mind chancing it that you might have to wait a while for it then go with these guys. If promptness is important then go with a bigger company, but you will probably end up paying more.
P.S. Audioaffair make sure you contact your customers if there is a delay!
I have used a good number of on-line Hi-fi shops and Audioaffair stand head and shoulders above them
0800 freefone for sales and customer service
The nicest customer service person I have ever spoken to (Penny)
When I am looking for anything Hi-fi Audioaffair is always my first port of call
So if you want simply the best go to Audioaffair
If only they stocked B&K subs that would be another purchase from me
I got an amp for a very good price, but when I put it in my system, it didn't work with my other components - especially the speakers. Fortunately there was no problem sending the amp back. The money was refunded in whole and I'd not hesitate to order from them again.
When I placed my order online for a Yamaha RX-V571, most UK retailers I contacted didn't know when they would have stock. I found audioaffair via Google and noticed that they had 'stock in 2-3 days'. I placed an order and followed it up with an email to check likely delivery timescales, as I've been let down by other retailers before; I needn't have bothered! Penny emailed me the next working day to confirm exactly when they would have it in stock and she kept me informed throughout the process, until the amp arrived exactly as promised.
Now that I know the company also sells a significant range of headphone amp's, I think I know where my next purchase will be from!
I am from Australia and I ordered an AV Package from them. First of all, from the point of searching for the products to the final purchase their website is very user friendly. The delivery charges and the prices are very reasonable.
But in my case there was an issue with TNT as they lost the invoice and had issues with customs. But when I contacted audioaffair with queries regarding the issues, Penny from customer support was very helpful and prompt. It is very rare for a company to provide this level of support. I highly recommend this site and will definitely make future purchases from the.
Audio Affair offer an excellent range of products and are keen with their pricing. Very helpful when I was choosing my Pro-Ject Experience turntable and extremely helpful in getting it sorted when it suffered a minor fault.
I would have no hesitation in recommending this turntable for anyone either getting back into vinyl or looking for an upgrade.
Audio Affair are also someone whom I would have no hesitation in recommending. I'd certainly use them again :)
Recently I imported from Switzerland Hi End material from Audio Affair Birmingham and I have been fully satisfied with the seriousness and the quality of their services. Everything worked very well, the first contact to establish trust with a new provider of the Web, their technical proposals, and all the administrative procedures for the transport and import in Switzerland of the goods. I wish to mention particularly the excellent support provided by Kieron, member of the customer service department who answered rapidly and accurately to all my questions. I can therefore strongly recommend Audio Affair to anyone interested in buying audio equipment.
I bought a pair of these from AudioAffair via ebay. They were the cheapest online price with free shipping. They dispatched the item very quickly and supplied email notifications complete with tracking numbers. Great service, highly recommended will use this company again.
Rob - IoM
I bought an Audiolab 8200 CDQ from Audioaffair, quite frankly because they had what I was looking for in stock, and at a reasonable price. It was delivered the next day.
The unit behaved flawlessly for a month, but then developed a rattle on its left channel. I called Audioaffair who immediately arranged for a next day pickup at their expense, and who also shipped me a loaner to use while my unit was being repaired.
Compared to a lot of UK Customer Service, which as a rule is terrible, I was most pleasantly surprised.
If what you are looking for is strong after purchase support, Audioaffair, at least in my experience, is as good as it gets.
My affair with Audio Affair started last year.
I am an audiophile with 40 years experience; 30 as an "audio industry insider"--now retired!
I was looking for expert advice, and I found it!
Since then they have supplied me with a number, of the finest headphones, and earphones that money can buy, to add to my embarrassingly large collection!
Dave and Penny have been efficient, courteous and charming; better yet: Dave has steered me clear of some expensive mistakes; for which I am extremely gratefully.
Long may our relationship continue!
I recommend their services unreservedly!
I ordered a pair of speakers and a subwoofer, both of which were listed as being in stock. The speakers arrived the day after which was great - very pleased. However, no sign of the subwoofer. I wrote to them after 3 weeks and asked where it was. I received no reply - apparently I should have emailed customer service rather than sales so it was my fault! I then called them. Penny said that she would resolve this for me - apparently they had received damaged stock. This was a month ago. Still no correspondence, no phone calls, no order update, no alternative. Its pretty close to 2 months, I'm out of pocket and have no idea when this will be resolved.
Follow up: Sept 2011. Eventually this was escalated within the company and they have done everything they can to recover the situation. I must admit, the follow up service has been exceptional and they have been very keen to please and repair any damaged relationships. They provided me with an alternative subwoofer at a discount from their online price. They also called me afterwards to make sure everything was OK. So, in the end, it all worked out.
Great range of products, prices too match.
So beginning of August I ordered some Focal Speakers, also QED Speaker cable, they had the cable in stock so sent that out 1st, was received in a couple of days, unfortunately wrong cable was sent out.
One phone call and Kieron got Royal Mail to collect the wrong item, 2hrs later item was collected a few days got right item delivered.
Focal speakers were received a couple of weeks after order, due to Focal being closed, but as soon as they opened order took 5days.
Overall I'm happy, have to say Kieron has been fantastic from day one, even changed delivery of my speaker cable to my work address at very short notice.
Looking to purchase a new AV Receiver in the new future, so Audioaffair will 1st on my list.
So in closing A+ for Customer Service, delivery and price.
Keep up the great work Audioaffair, you put more famous chains to shame.
After encountering a fault with a pair of headphones, I contacted audio affair who arranged to have them picked up on the same day. From this point on they kept me well informed via email and phone to let me know what was happening. I'd also like to mention the Customer Support Manager Penny who went the extra mile to ensure that I was satisfied with their support.
Found the best deal on this website. The sales person I spoke to was helpful but never pushy and didn't try to sell me something different. Prompt delivery and very well packaged. Best service for specialist kit I've experienced this year.
I was looking for a radio for my husbands birthday and called audioaffair for advice after finding them through an internet search. They were very helpful on the phone and explained the different models and functions of each. I bought a beautiful Pure radio system with CD player that John was delighted with. We experienced some issues in setting the system up and audioaffair were very helpful (annd patient) on not less than three separate occasions. Honest, helpful and recommended.
Ordered CD player online as stated in stock. Accepted order, took payment and received confirmation. Later received Email to state product no longer in stock but could buy an alternative at double the price!! Requested confirmation of when payment would be returned, which took 5 hrs to be received.
Would not use again.
Additional Comment - The following day I received a call from Penny who was very apologetic and offered a higher priced CD player as a replacement. Too late as I'd already gone elsewhere. Penny has excellent cust service skills and it was disapointing she was not in work the previous day and this incident could have been corrected easily. Later received a call from Dave requesting that I review the 1 star rating as 'it appeared harsh'. Sorry but the rating reflects the service I received - I ORDERED A CD PLAYER, BUT AUDIOAFFAIR FAILED TO DELIVER.
Dynamic Duos there have been a few to remember and some so easy to forget but you won't and shouldn't ignore the awesome two, Penny and Kieran at Audio Affair - based in Birmingham - who set a benchmark for HiFi service levels. Acquiring HiFi equipment from standard to top end stuff can be joyous or a real chore. If you want the former and not the latter then give them a call. Dealing with these two personalities makes the whole purchasing and ordering experience a really positive, enjoyable and stress-free event. Penny ever effervescent and efficient drives a prompt, careful and considerate response with great follow through which ensures, amongst other things, your equipment arrives when it is supposed to be there. Kieran a jack-of-all-trades and master of many completes what else needs to be done with patience, humour and expertise. A great team, contact one or other and then enjoy the service and the purchase (Then should there ever be a need there is also Alex and Dave who make yet another formidable twosome). Arko Sen
I recently ordered a pair of Mission Speakers from this company via their website. Although I was assured of a quick delivery, it later transpired AA encountered an unforseen delay in receiving the product from their suppliers. This is where the 'Jewel in the AA Crown' - better known as Penny the Customer Services Manager began to gleam. She was prompt in dealing with my enquiries (which amounted to over 10 email messages), and offered sound advice and support. Needless to say the product was with me in good time.
Audio Affair - you are a well oiled and maintained machine. Keep up the Golden Service!
Harpreet - Wolverhampton
If you want to deal with caring and trustworthy people and an excellent aftersales service I cannot recomend Audio Affair more highly, It is possible in this day and age to still find complete customer satisfaction.
Thank you again Penny for your understanding and solution to my problem
I had a problem with my amplifier which was thankfully still within its warranty. Customer services arrange collection for me free of charge, had it repaired and returned to me within 2 weeks. Faultless, easy process that didn't require me to put it in the car and drive it over to them. Excellent after sales service.
As promised, I'm adding my review of Audioaffair after a quick and efficient service. My order for an Olive 04HD was delivered within 24 hours and so far the process of loading my CD collection has been painless. Its good to know they are on the end of the phone if I need any further help and I hope to visit their shop in the future.
I ordered a Musical Fidelity V Link 16/5/11 as shown, " in stock" on the webpage and the full balance was immediately taken. A mail was then received from A/Affair stating item not in stock and will be 8/10 working days. Its now June and I still waiting and its me doing the chasing!!
This is a short sighted business approach as I will never ever do business with Audio Affair again.
Stevie found this review useful
Overall Ive been very impressed with this firm. Quick delivery, low prices and very helpful by phone when I thought my amp had gone wrong. Turned out it was my old interconnects so one upgrade later and its sounding better than ever. Will definitely recommend to friends.
Despite a small delay with order despatch, the guys at Audioaffair really knew how to look after a customer. There's is service that runs deeper than a welcoming smile and a "thank you for your custom". Email queries were always handled professionally and promptly. I shall be buy from these guys again.
Great price, and "guaranteed next day delivery" so I placed my order. Called them the next day to double check the item would be with me in time and thats when i find out the item was not actually in stock, so the website is not always up to date.
The item was going to be 3+ days late and the payment was taken out immediately too. I had not been contacted to be notified of this, I only found out when I called in.
2 big negatives:
- False website stock
- Payment taken before item is even in stock and dispatched
Not impressed by the way the transactions and stock is handled by this company.
On the plus side the communication via email is fairly prompt and i did get a refund when i asked for it. Penny in customer services was courteous and prompt, which rescues this experience to a 3 star.
It was such a pleasant experience dealing with Audio Affair. Product in stock. In the colour I wanted. Dispatched efficiently, at a good price, including carriage. Sales Support and Dispatch people really prompt and helpful.
I certainly recommend Audio Affair.
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