Goods sold as seen on website - excellent product description with a detailed spec for the product. I eventually came to Handlestore.com as the fixture I wanted wasn't available in the correct dimensions in any retail DIY stores. P&P was expensive - but you get what you pay for - my items were delivered in double quick time with text message updates on the time of delivery from the carrier.
The following transcript of email correspondence is self-explanatory
When I got to Spain to fit the new lock to my apartment I discovered that I had ordered the wrong item. I should have ordered the same lock but with a thumbturn. I realise that I cannot get credit for the extra keys that have been cut but will you give me credit if I return the offending item and reorder the correct component please?
Unfortunately we have a 28 day return policy, and are unable to refund after this time.
I do not understand your use of the word “unable”. Is that a euphemism for “unwilling”?
No, it means the system does not allow us to refund after 28 days. 28 days is a very generous returns policy and we actually only have to give 7 days, it is not our fault that you have not returned the items before the 28 days. Unfortunately the system will not allow us to refund after this time.
I am still not satisfied with your response since it still raises the main issue and also is based on a misconception about my original request.
1. I have not asked for a refund but an exchange with any further costs to be met by me
2. Your references to “the system” again would appear to be a smoke screen for your actual policy since any business, however it is constituted, must ultimately be the owner and determinate of its systems. Hence, to hide behind “the system” is once again an excuse for your actual stance where I believe that what you want to say is that it is your policy.
Our terms and conditions and your invoice receipt state the items must be back with us by 28 days, you have not done this, the system will not allow a refund after this time. We do not do exchanges as per our terms and conditions.
I have not once left a review for a company before (except feedback on ebay) but in this case it would be silly not to. Handlestore have got their priorities spot on. Ordered at 2pm yesterday afternoon, and received this morning at 9:30am, window handles and locks were fitted within the hour, i cannot believe how simple they were to fit. The videos made it very easy to do the job quickly and easily. Telephone staff are very helpful and helped me to find the right handles and locks, i was happy after i placed the order, and even happier when dpd turned up right in the middle of the one hour time slot. Have already started looking around the house to see if there is any other jobs i can do, will definately be using you again in the near future! Great Service 5 stars
Locks fitted a treat and love the keyed-alike service. Can now open all my doors with one key! Thanks Customer Services for helping me through it and being so patient, being a woman I had no idea how to do this! Will recommend to evryone.
After just having spent over £100 on 4 replacement euro cylinderers, I had the great misfortune to speak to a manageress in what passes for their 'customer services' department. Right from the outset her attitude was one of 'tough luck' with absolutely no concern for my request. I will have no problem with taking all of my companies business elsewhere and have already conveyed my experience to the manufacturer directly.
Great products guys but you really need to sort this woman out.
Justin found this review useful
I would like to commend this company on their extremely great service, prices great, website easy to use, have already placed my next order, the best internet experience I have had, delivered and fitted within 24 hours, fantastic
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