Reply from Exceptional AV
[REPLY]
Exceptional AV reviews
- Reviews (121)
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- Martin Peck
- 1 Review
- Verified buyer
Teac - CHR700 DAB
Very good & friendly service from this company, an even faster delivery, and a fantastic product Teac - CHR700 DAB - buy one !!
Featured review of Exceptional AV
- Simon
- Pinner, GB
- 1 Review
- Verified buyer
Exceptional AV = Exceptional Service!
The efficiency and professionalism with which Exceptional AV handled my order could not be bettered. The speakers were out of stock at the time of ordering but my back-order was fulfilled and delivered as promised and within the predicted timelines. And in respect to price, they offered the keenest price of all the suppliers I contacted. In short, I'll be using this again for my AV requirements! Hats off to Exceptional AV.
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- Stuart Newman
- 1 Review
- Verified buyer
Excellent Service
Purchased Onkyo TX-NR609 w/ Jamo A102HCS6 (5.1) excellent combination in my opinion. Speedy service and excellent customer service with polite and helpful staff.
- Leigh
- Watford, GB
- 1 Review
- Verified buyer
Very Slow Communication
The item is fantastic and at a very competitive price, although after almost 3 weeks I am still waiting on my front two speakers, the Zensor 5.
I have made numerous phone calls now, where I am told that they will look into this with the supplier and come back to me. 5 times I rang and I had this answer and no-one called me back. If it is going to take a couple of weeks and they let me know then I can plan for this but the lack of communication is frustrating and a little unprofessional.
The original listening experience was excellent, they set the equipment up and left me alone to play with the system, which was perfect!
Overall a reasonable experience, but I have had better.
Reply from Exceptional AV
Hi Leigh,
Apologies for the delay on your order. This is not our usual standard and we are very sorry for this. I understand Karl has now resolved this with you and your speakers should be with you in a couple of days. We have left some voicemails for you but I don't know if these have been missed.
The delay was caused by an error at our supplier, DALI in Denmark. However, we should have been quicker to realise there was a problem.
The member of DALI staff who processes orders for our account was away on holiday and had not set up an auto forward to another member of staff or out of office reply, as a result we were unaware our orders were not being tended to. This only came to light when we had not recieved some deliveries that were due and didn't get responses for several days when we were chasing them. This was then resolved but has meant a delay on several Dali products. When this came to light we informed the affected customers and Karl has informed yourself as well.
We're really sorry for the inconvenience caused.
We have revised our ordering process with the supplier now and now email our orders to two members of staff to ensure they are processed even when someone is away.
Our apologies again.
Yours sincerely,
Hunter Abbott
Managing Director
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- Martin
- Stourbridge, GB
- 11 Reviews
- Verified buyer
Helpful & great value
Thanks for my amp and speakers.
Took a few weeks to arrive due to a problem with suppliers but all good in the end.Helpful on the phone and via e-mail.
I will definatly be back next time I am looking to purchase AV goods.
- Rich
- 7 Reviews
- Verified buyer
Superb Dali zensor 5 5.1 package
Great people to deal with, super fast delivery. Had a problem with a slightly damaged subwoofer (no fault of seller, probably happened during transit) but one phone call and it was sorted and replaced. Very helpful with technical advice after my package was delivered and I had a problem. Took the advice and my system is now running well and sounds amazing! Very happy with my purchase and they were by far the best price around. Can't fault this company and highly recommend them.
- James K Darling
- Bath, GB
- 2 Reviews
- Verified buyer
Truly exceptional service!
Placed my order over the phone on Friday at 5.10pm and even though it's way after the cut off at 4, the sales guy said he'd try and get it out the same night for me (I couldn't wait to play with my new toy!). Lo and behold I got the tracking numbers by email an hour later and the package arrived at 10.20am on Saturday. Truly exceptional service! Buy with confidence.
- Don Jones
- Basildon, Essex, GB
- 3 Reviews
- Verified buyer
Quick and efficient - both times
Second order with this company and very glad I chose them. The first order straight forward so just placed it online the first time. Ordered at 3pm, arrived 10 the next day - can't argue with that! Second time I needed to get some matching speakers so rang them - phone picked up straight away, the guy on the end knew what he was talking about, helped me choose, bosh, credit card details given and next day they're sat looking proudly at me from either side of the telly and behind my head. Nice work boys - good to find companys who actually know what they're selling!
- Bob Neville
- Banbury, GB
- 2 Reviews
- Verified buyer
Exceptional!
Ordered the Dali Zensor 5 5.1 pack that won the What Hifi Awards after some advice from Andy. I wanted them in an unusal finish so I was in for a small wait but good things come to those who wait. They kept in touch with the ETA's and delivered them earlier than expected! Exceptional!
- David
- Birkenhead, GB
- 1 Review
- Verified buyer
Excellent all round
Second order from this company and another good experience - good price - good knowledge - quick delivery.
- Raine
- Espoo, FI
- 1 Review
- Verified buyer
Exceptional poor service
Hi all,
This is really nightmare. I ordered speaker package in the beginning of January 2012.
First they did not accept my credit card, okey that's fine so I made bank transfer. They promised 3-8 business days delivery time. 10 days went by and I asked when you are going to deliver my speakers? They said that they have to make back order, it will take about 10 business days. Okey I waited another 10 business days. Nothing happened. So I made another query about the speakers. Now they said that you will possibly get the speaker package at the end of February! Possibly???
So I cancelled my order two weeks ago. I still received messages telling that the speaker package will be soon be delivered. I send at least 6 emails to different persons and they confirmed me that the order has been cancelled and you would be refunded.
Today I got call from DHL saying that your speaker package has arrived. What the hell! I have all ready purchased the speaker package from else where and they delivered in time.
I still haven't received my 1000 euro money back. This is nightmare that is still going. I will never ever purchase anything from this company. Really sucks.
Raine
- Kully Bargota
- Coventry, GB
- 1 Review
- Verified buyer
Measure of a company is when things go wrong...
Hi All
There are many companies out there offering the same product/s however in my view a true measure of a company when is how they respond when things go wrong. I purchased an Amp and a couple of months later it smoked out (can happen to anyone). I rang Exceptional AV and spoke to a gentlemen called Karl Ford. From the word go he couldn't have been more helpful, courier was sent out, picked up my amp and although Exceptional AV had received the amp in a less than satisfactory condition due to inappropriate packaging coupled with a careless courier they immediately sent out a replacement amp.
You always worry that companies are quick to take money but how do they react when you phone up to get an expensive problem sorted? Well Exceptional AV and Karl Ford in particular were awesome.
Kindest Regards and Happy Purchasing
Kully Bargota
- kumargunasekaran
- london, GB
- 1 Review
- Verified buyer
Awesome Customer Service {Exceeded my Expectation in service}
I ordered for my AV receiver, Mr.Karl was the one who explained me about the procedure, and guided me in each and every step, where I Felt more comfortable and reliable to go-ahead with my purchase.
Once again I thank to Mr. karl for the support provided to me. and I recommend this exceptional service.
Thanks,
Kumar.G
- Hanso
- Kornwestheim, DE
- 1 Review
- Verified buyer
Great Customer Service pulled it off after initial snag
Admittedly, there were problems with the order, but the way these were dealt with was excellent and I always had the feeling these guys were taking responsibility!
Value for money was exceptional, staff always friendly and responsive -thanks!
- mark
- newhaven, GB
- 1 Review
- Verified buyer
delay on b/o
this is an on going problem at the moment i placed an order on 31.12.11 fora 609 amp + boston speakers+ 2extra zone 2 boston speakers as yet the 2 extra speakers are STILL on back order and i had not contacted the company no one would have contacted me NO ONE has ever called me at the moment Exceptional ??? in what way ?
Reply from Exceptional AV
Hi Mark,
First our sincere apologies for the delay and thank you for your patience. Boston Acoustics have had a number of delays which have forced the deliveries back into all UK dealers - not only us. I got the latest dates which is now a confirmed delivery date of 13/2/12 into us, we will deliver it next working day to you. I can assure you the delays with this line are equally as frustrating for us as you as all we want to do is ship the goods to you and have a happy customer. If you wish to discuss this please feel free to call me on 01628 778885.
Thanks for your patience and understanding,
David
- David K Martin
- Ashford, GB
- 1 Review
- Verified buyer
Geneva M speaker/iPod player.
Prompt service,next day courier delivery. Re-furb.product in perfect condition. It was "up and running" in a few minutes.It has replaced a bulky Cambridge Audio amp. and a pair of Castle floorstanders and produces a sound that is compatible,if not better, in a fairly small room.I have plugged a C Audio Dacmagic (DAC) into the aux input of the Geneva, with a laptop/Windows Player as the source.Bass and treble can be controlled through the supplied remote.I would have liked to have had two switchable aux inputs so as to accomodate a SACD player in SACD mode (ie analogue input to Geneva).
DKM
- Phil Hanson
- London, GB
- 1 Review
- Verified buyer
Appalling customer service
Great value for the product, but appalling customer service - the original estimated date of delivery was pushed back by two weeks (apparently) due to supplier issues. Then, once they actually had the product, they sent it to the wrong address. It took 6 days, and many phone calls, for them finally to get their act together and deliver the product. Funny really, given that they had no problem whatsoever in taking the money out of my account...
- Terry
- huntingdon, GB
- 1 Review
- Verified buyer
Excellent service
Ordered a pair of Tannoy Mercury V4's which were out of stock, kept up to date with status of order and received them this week by next day service as soon as they were back in stock.
Great communicators and great service, many thanks guys.
- Jeremy Youngs
- 1 Review
- Verified buyer
Great customer service
Very good price, customer service when I had a question on my order and prompt delivery. Would recommend.
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- Björn Hartman
- Kungsbacka, SE
- 1 Review
- Verified buyer
Unable to get in touch by e-mail
After recieving a call (and mail) explaining the circumstances, I can't be anything but pleased! Thank you
Reply from Exceptional AV
Hi Bjorn,
Apologies. The January sale period has been exceptionally busy for us and at the moment we are running around 7 days behind on email responses. As you will see from our reviews this is not normal for us. We have brought in extra staff but we are still catching up. Normally you will have a response within a couple of hours. I have looked into your delivery and the tracking number shows your parcel is in Gothenburg and out for delivery so it should be with you today or Monday. You can track the parcel at http://www.dhl.co.uk/en.html.
If there are any other queries you can come back to me directly on hunter at nowgroupuk.com.
Our sincere apologies.
Best regards,
Hunter
- Mike
- Leeds, GB
- 1 Review
Now happier :-)
Site does not show stock levels. Bought an AV receiver over Christmas. Got an email confirming the order. Then a call saying they had sold out. Would despatch it when stocks back in. As I needed a 5.1 speaker system later in month I emailed about stock levels. No answer. Resent email flagged as urgent. Still no answer. Beginning to regret I chose them to shop with.
Edit 06/0112 shop rang and explained email issue due to sales volumes. Site being enhanced to include real time stock levels. David confirmed stock levels on my chosen 5.1 speaker package and will keep me updated on the receiver. Rare to get a call like that. Now much happier.
Edit 23/01/12
Amp received. When funds permitted placed out for 5.1 speaker set. Out of stock but Ex AV kept me informed and despatched them the day after they arrived at their warehouse. Delivered on a Saturday ! All now set up and I'm delighted with my AV system.
Thanks guys :-)
- David O'Mahony
- birmingham, GB
- 1 Review
Exceptional not only in name!
Fast, efficient and customer orientated. Emailed on Saturday afternoon to rectify a misunderstanding over my initial order and despite the office being closed still received a phonecall back that afternoon and received my completed order by next day delivery at no extra cost. Thank you
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- Matt Hayman
- Stroud, GB
- 1 Review
Very helpful and adaptable
Ordering online is easy. It's only when things go wrong that you get to see how good a company's customer support really is.
I was interested in a bundle but wished to change an item. Quickly received a quote for what I wanted, no problem. Then the issues with my credit card started but the staff at EAV helped to sort that out. Even with the Christmas rush and lateness my order was placed I still received my gear the next day.
Top class service and very quick response to my emails and phone calls. Well done.
- Martin Gore
- Southport, GB
- 1 Review
Faulty Amp, but FANTASTIC service!!
I have nothing but praise for the guys at Exceptional AV, they have made a really hacked off customer extremely happy!
The story is that an Amp and speakers were bought back in September, (again fantastic price & next day delivery!) but only installed a couple of weeks ago due to decorating. The amp turned out to have a number of 'quirky' faults, but thanks to the support of Karl at Exceptional AV, the manufacturers took an interest in sorting the problem the very next day, however despite everyone’s best efforts the faults continued.
As a result, Karl arranged for my old AV Amp to be exchanged for a new one, on a same day swap-out, and I'm REALLY happy to say, the new Amp is in and running sweetly ready for Christmas! Top marks to everyone involved & I will CERTAINLY recommend Exceptional AV to all my friends! You can’t get better than 100% satisfied!!
I'll be back...!
- Ian Brown
- Liverpool, GB
- 1 Review
- Verified buyer
Ian Brown
I purchased a onkyo blue ray & receiver at 10.30 am Mon morning by 3.00pm the next day they where delvered . F.O.C.
This was Exceptional Service and i would certainly recommend your
Company.
Get your name out there, i only found you by accident while searching for the equipment on the net
- Steve Beattie
- Eastleigh, GB
- 1 Review
- Verified buyer
Excellent Service
I purchased a Jamo A102 HCS 6 5.1 - 2011 Model speaker system, at one of the best prices arround. To ensure that I could get the delivery made on the day I wanted, made contact by email several times. Response to emails was (thanks Marc) fast. Having established when to order, the speakers duly arrived on the day (next day delivery).
Would certainly recommend.
- Mr stroud
- Southampton, GB
- 1 Review
- Verified buyer
Fantastic Customer Service
I purchased an Onkyo 609 Amp which seemed to have a fault with the video output. I spoke to Karl who immediately shipped to me a second unit. The problem still existed which was a conflict between the two pieces of equipment. Karl then shipped t me a Yamaha 671 ad arranged collection of the Onkyos. This totally resolved my problem. I found the customer service and exceptional help by Karl absolutely brilliant. I will not hesitate to use Exceptional AV in the future and to recommend them to my friends.
Well done!
- Tim P (Yorks)
- Leeds, GB
- 1 Review
- Verified buyer
Very professional
Like a number of others below I found Exception AV very professional in handling my order, very good communications both email and over the phone. As soon as my item became available it was delivered promptly - as I said in my email to Andrew "top item (Marantz CD6004), price and customer service". Well done and keep up the good work.
- Chris L (berks)
- 2 Reviews
- Verified buyer
Great customer service
I had a new TV which sounded tinny - so I was looking for something to improve my sound, after weeks of research I had narrowed it down to a yamaha soundbar (ysp-2200) but I really couldn't pay out for this without being 100% sure it was right for me. So I wanted a demo - I tried richer sounds and the demo was poor; they had huge speakers just in front of it so it had no chance of projecting/bouncing the sound; it sounded like a £50 soundbar.
This is where exceptional AV was great, not only did they demo the system but it also sounded good. They left my wife and I test it out in peace too. [Ok - they didn't manage to prove that it could sound like 5.1, but I found this is highly dependant on your room layout/size - but they did get good wide sounding 3.1 from it]
But even after this I had my doubts that it would work well in our living room. But exceptional AV solved this issue too. The bottom line is, if you have got an issue talk to exceptional AV!
I am now a happy owner of a YSP-2200 and have managed to get 5.1 (although due to my non-perfect room layout the surround-right is a little too forward but hey this is all without wires all around the room!)
- abhijit samel
- london, GB
- 1 Review
- Verified buyer
EXCEPTIONAL SERVICE
i recently spoke to Mark when i bought my Onkyo 809 - the entire team was very helpful and knowledgeable, did give me a proper advice rather than just trying to get a sale.
Though i had problem on next day Saturday delivery , i could clearly see that EXceptional Av was not at fault , i was able to track my order and the YODEL website showed that it was delivered.
I called Mark again and after taking my details Mark chased my courier and called me back ( don't see many people doing it these days)
I will recommend this company to all who is looking to get a Exceptional Price, Exceptional Advice and above all an Exceptional service!!!
- Alex
- 1 Review
- Verified buyer
Not Sent Out on Day Ordered, Then Sent To Wrong Address, Then Delivered 4 Days Later!!
I placed an order for a hi-fi which I could have gone and picked up from my local hi-fi store, but with the next day service on offer, I thought i would use the website and save the journey. It stated items ordered before 3pm would be next day andI ordered at 2pm.
I needed it to delievered to a different address to my billing address and the website asks you to ring up to do this. I called and spoke to Andy who told me to enter the address in the special instructions section online. A bit stupid.. if that's all your asked to do.. I expected the order to be processed over the phone?
I waited for the parcel the next day which never arrived.. so I called to enquire. Andy told it had been sent out to the billing address not delivery by mistake and my special instructions had been missed (even after me specifically ringing to ask about this and him knowing my order was coming through minutes later...??). He said it would be late now and not with me that day.
That evening I went onto their carrier's website, Yodel and tracked the parcel with the tracking number supplied by email and I noticed it had only been collected from Exceptional Audio Visual that second day, not the day before. So, I had been lied to and the item hadn't even been at all the day before, even thought it was well before 3pm cut off.. so there was no way it would ever have got to me.. irregardless of the address being missed. Why wasn't he just honest?
I called back the next day to ask why I hadn't been told it wasn't even sent. Andy tried to back track but was caught out. I wasn't impressed!!
I then asked was it still due to arrive that third day... During this phone call he looked up my parcel on the system and now told me it wasn't going to arrive again as it was being sent back to them due to the address being used. I was so annoyed.
Andy then said he would need it back to them and then sent to me. I asked did he not have another i stock he could send.. to which he said no at first.. then changed his mind and said yes.
Eventually.. Four days after it being ordered (not the next day) the item arrived. In hindsight I should have gone to the local hi-fi store.. as the service from this company was terrible. If I hadn't kept chasing this like I did I think it woudl have taken even longer and I wouldn't have been kept informed.
My Advice:
If you offer next day service if ordered before 3pm - send the goods.
If a customer calls with a different delivery address - use it.
If something goes wrong thing the best way to reolve it.. without the customer havin to come up with the solutions like in this case..!
- William Warton
- EASTBOURNE, GB
- 2 Reviews
- Verified buyer
Exemplary Service
My non-routine enquiry / order for an out-of stock Onkyo amplifier was processed in a most sympathetic, professional and efficient manner by Karl and his colleagues in Customer Services. I am therefore confident that the inclusion of 'Exceptional' in the company's name is both appropriate and justified.
- Andrew
- London, GB
- 2 Reviews
- Verified buyer
Outstanding Service!
I came looking for a certain Onkyo av receiver and although it was not available, I was readily upgraded to the next model for a very fair price. Shipping was next day and the service was well above my expectations.
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- Ian Woodards
- 1 Review
- Verified buyer
Excellent and friendly service. Fantastic price too!
Popped over to Maidenhead to ask about the JVC X3 and was immediately offered a demonstration which led to me deciding to buy. They were the cheapest price I had seen on the net (And I'd been looking at every site imaginable!) and throughout they gave a helpful and friendly service. At the time they also had a bonus voucher to spend on other items so got a projection screen, bracket and an extra pair of 3D glasses for absolutely nothing! Deal of the decade I think! Would certainly look to Exceptional AV for future purchases!
- John Leary
- 1 Review
- Verified buyer
Disappointed so Far
This comment is really work in progress. I bought a set of white Boston Acoustic Soundware XS 5.1 speakers at the end of June 2011 that were delivered at the beginning of July. I purchased them ahead of
the other home theatre units because I had a lot of work to do installing conduit,cables and wall boxes.
I bought my AV amplifier in early August and when the rig was connected up the Boston Sub Woofer did not work.
I contacted Exceptional-AV and was advised by Marc to bring it to Maidenhead for testing a move necessary because I no longer had the
original packaging (My fault) a round trip of 120 miles.
On arrival at Maidenhead the sub woofer was tested and found to be faulty. Because I was outside of the 28 day fault notification period I was told that the speaker would have to be returned to the UK importer for repair. I have no idea when the unit will be returned to me.
A search of the Internet will reveal that there has been a production problem with these white sub woofers and that being the case I might have expected an offer of a replacement. At the time of writing I have no idea when the repair will be complete and the sub returned to me. Apart from the refusal to do anything other than return the unit for repair I have found the company to be courteous.
- Len Tyman
- Nottingham, GB
- 1 Review
- Verified buyer
Best Service I have ever had!
Price: Best I could find after weeks of searching.
Service: Exceptionally helpful and efficient.The whole transaction
was completed in less than 5 minutes.
Delivery: Free! Order placed around 3.00pm on Tuesday.
Product was delivered at 9.00am on Wednesday!!!
Overall: Dealing with this Company was a most enjoyable
experience. I would not hesitate to recommend them
to anyone.
My thanks to Karl and the rest of the team.
- john
- lancashire, GB
- 1 Review
- Verified buyer
Exceptional Service form Exceptional AV
Sadly we live in a world that is quick to complain, therefore I would just like to take this opportunity to Thank all the staff at the Now Group especially Karl Ford, Hunter Abbot and Richard from Gen Serve.
I was having technical difficulties with a unit purchased forcing this unit to be sent back to Onkyo on more than one occasion. The team were all very polite and courteous and were able to quickly resolve this issue.
I am glad to say I am now the proud owner of a Onkyo TX - NR 1008 which is far superior to my old Onkyo TX NR 905, I am more than happy with this unexpected outcome and would recommend anybody wishing to purchase any electrical AV equipment to consider purchasing from this company....If Not for the Piece of Mind..... OR Good Value for your money...But for the Professional and Helpful Staff who go the that extra mile to make your experience with them as smooth as possible.
Thanks
John Whyte
Blackpool
- Chris Docherty
- Elgin, GB
- 1 Review
- Verified buyer
Professional, reliable and proactive
I had a complaint. My old receiver from Exceptional-AV broke, and I contacted them to discuss my options. From the outset, I had replies to my correspondence without delay (even on a Sunday evening, hours after I had sent my email) and Exceptional-AV also contacted third parties on my behalf. I was satisfied with the outcome we reached.
In short, I was impressed more than anything by Exceptional-AV's attention to customer service and willingness to actually try and help.
- jason
- london, GB
- 2 Reviews
- Verified buyer
outstanding customer service
Thank you for your great service and help.
The product arrived the next day within the allocated time dispite a problem with the payment on the internet order and the late call I made to correct the matter.
Your staff were courteous and helpful and sorted the problem in a professional manner.
I would certainly recomend your company.
- Patricia Cave
- 1 Review
- Verified buyer
I could not believe how quickly my alcosense was turned around from one day to the next! thank you so much for the replacement. I think it was a 24hr turn around!
I cannot say how impressed I was by the service I received and the speed of delivery. Thank you so much!
