The Dre Headaphones were delivered on time with a great tracking system. They were for my daughters birthday soon, she is so delighted with the gift wrap service as she lives down south many miles from me.
Well done Pixmania!!
Ordered few components for my new PC, all but one delivered fast and when I e-mailed them about the missing CPU they said it will take up to 20 more days longer. If they contact me that the item is out of stock, allright, but no e-mail, no call?
But when I replied back saying I want to cancel the order and get money back, there was no problem with that.
So 50/50 experience so far, will give them one more chance in few weeks with a new telly I want to buy.
Ordered a Canon EOS 600D camera/lens package and it was received as expected, on the morning of the intended delivery day.
Can't fault the company for that, excellent product, good price and very pleased with it.
One small issue though, the day after the camera was received, Pixmania then amended their website page for the camera to offer an extra £13.00 off the purchase of the camera with a given promo code.
I thought this was a bit off as I had paid full price for the camera and the offer wasn't new that day (it appeared it had already been running for a while, but definitely wasn't there when I bought the camera).
I contacted custoemr services and received a prompt reply stating they couldn't honour my request for knocking the £13 off my bill.
I appreciate that with the Distance Selling Regulations, I could have returned the camera, then re-bought it at the promo price but it would have cost me nearly £13 to send it back securely so it wasn't really worth the effort.
So overall, a good experience, camera very good, delivery very good but a bit of a disappointment that some old-fashioned goodwill wasn't forthcoming, so they drop a star for that.
Oh, and the instructions didn't contain an English version but I don't care about that as they are easily downloaded through the Canon website.
i ordered a new mini dishwasher for my mum as her previous one was beyond repair. I received the confirmation email immediately and the company kept me in touch as to when delivery would be. I checked the night before it was scheduled and was given a more precise time, then the dishasher was delivered during that time as promised. Excellent service - I can't fault it!
I'm astounded to read some of the exceptionally negative reviews posted against Pixmania! I've used them a number of times now, and have only great things to say. They have supplied exactly what was described, on time and at greater discounts than most other online suppliers. I'm in Scotland and always worry that companies will not deliver on time / to the right place etc. Pixmania have never let me down yet! And for those who complain that they are not aware that it is French because of the .co.uk address - READ THE INFO ABOUT PIXMANIA. Get a grip, it is all explained what you are getting if you can be bothered to read it! They are without doubt one of the better online suppliers of tech. Thanks Pixmania.
Item ordered and tracking at Bpost provided, fine. Then I check the website which claims they have attempted (and failed) to deliver the item at 4 o'clock in the morning (no card through the door needless to say). So, perhaps foolishly, I phoned Pixmania customer service - Bpost only seem to have a phone number in Belgium. Note that Pixmania's number is 0844 and charged at 5p per minute!
It took me 3 attempts to get through. On the first 2 I was cut off after 5 minutes. Third attempt I did speak to them (after a further 5 minutes). Agent tells me that the information on the bpost website is wrong and item is out for delivery. I point out a)that that isn't very helpfull and b)that its already cost me 75p to phone them. Usual waffle about how they are sorry, blah blah.
I have bought from Pixmania before (once) but won't do so again.
I am mainly writing this review for all the english people in France who have to use pixmania.fr. To be fair this review is for pixmania.fr but as there is nowhere to do a review for France I'll review here. I ordered a SMEG Centre de cuisson multifonction CG92X9 freestanding cooker on 5th July and was advised by the freight company that it was ready for collection at their depot 12th July. We turned up to collect it and it was a completely different oven. It was a Scholte wall oven, not even a range. The guy at the depot tried to tell me it was mine and I'm saying umm no it's not I didn't just pay over 800 euros for that! I tried to contact pixmania by phone but just forget it if you are english because of the language difficulties (my fault not theirs) so emails have been going back thick and fast and each time I receive a reply saying they are sorry we want to return the SMEG CG92X9 cooker. I keep replying that I am not sending back the SMEG because I never received the SMEG, I am sending back a Scholte I never ordered!! So then I get an email saying I can apply to start the refund process, I don't want a refund I just want the range I ordered, is it really that difficult?? How many emails does it take?? I even phoned pixmania in the UK to see if they could help but they couldn't. This is so frustrating just save yourself the trouble and buy one from a store. I had to get mine online because no-one in this region had the cooker I wanted otherwise no way!! How difficult is it for their dispatch to look at my paperwork and look at the goods and think "well that's definitely not a range cooker"? This is ongoing, hopefully it will have a happy ending but I don't have a good feeling. Most annoying was that I had to take delivery by today as my husband is going away working for months as of today and I knew I couldn't collect it from the depot myself. I have asked for the new cooker to be delivered to my home being that the fault is on their part but of course apparently no it can't.. Shame there is not provision to give this company a no star rating.
I would like to start by saying I will never use this company again and I would not recommend them to anyone either.
I needed a hard drive and shopped around on the internet, believing Pixmania to be a legitimate and competitive company I decided to purchase with them over the likes of Amazon and Curry's. Massive error! Sometimes its better to pay a bit more to know what you're going to get.
Here is my wonderful journey with Pixmania...
1. Placed my order online on a Saturday and chose the fast 2-3 day delivery for an extra £8
What they don't tell you....They didn't process the order until the Tuesday after meaning it would be 2-3 days from the Tuesday making it a 6-7 day turnaround. Misleading!
2. They are based in France and the product comes from there (in 2-3 days?) When I queried why they hadn't been up front on my order summary that it was coming from France they referred me to the T&C's where it mentions in one line about coming via international courier.
3. It didn't arrive by the Saturday after....I contacted the customer service number (only Mon-Fri 9am to 5pm) to be told by a very unhelpful member of staff that I needed to email the warehouse to find out where my parcel is. Should they not do that?
4. The warehouse replied late the next day (another 24 hours) to tell me that my parcel had been delivered! (It hadn't!) When I went back to Pixmania to ask them to send me proof of signature they wouldn't do it. I definitely did not have my parcel
5. I then received an email to say that my parcel shows as delivered and that the courier (BPost) has opened up an investigation to find out where my parcel is and that that would take 10 days. Until the investigation was complete a replacement or refund could not be made.
6. By now I'm desperate for this Hard drive...its been 11 days!
7. I go to Amazon, place my order, it arrives the next day.
8. I keep going back to Pixmania for an update. The Customer services on the phone cannot/don't want to help you, so don't bother ringing them! They say that you have to email your concerns. Each email has a 24 hour wait for a response...sometimes longer.
9. The tracking on BPost's website says 'delivered' then a few short hours later 'parcel sent to sorting office' (so which is it?). When I sent this tracking info to Pixmania they didn't care saying that until the investigation had been completed they wouldn't do anything
10. Today I have had a response from Pixmania (18 days after my initial order and expected 2-3 day delivery) to regret to inform me that my parcel has been lost.......SHOCK! No way! Really?????
11. I get to choose from a replacement (errr...I'll pass thanks), a gift certificate (Hmmmm...Nope!) or a refund! It then says...'Please note: these options are only available for parcels lost within the 'satisfied or your money back' return period'...now I have the battle of trying to get my money back! I am clearly not satisfied and want my money back.
Main problems with Pixmania...
1. Why as the customer was I punished for the courier losing the parcel? I was made to wait while there was an investigation despite providing evidence that I did not have the parcel.
2. Everytime I emailed Pixmania their stupid system allocated me a new complaint ID which means you get lots of different replies and sometimes out of sync. Never the same message twice!
3. No one, at any point, just picked up the phone to talk to me or explain the situation. Very poor customer service.
4. I have requested several times for a refund and am annoyed to receive an email to ask me what I want to do.
5. Why promise a 2-3 day delivery when you don't process it for at least 2 working days?
Shocking company, shocking customer service, poor website and contact/communication facility and they use a courier who not only provide poor tracking, but also take 10 days to work out where a parcel is!
GO TO AMAZON!
Having had my laptops not turn up the email trail went like this.
Yes, where is my order? Your original email stated "Your order has been validated by our Customer Service" and that it would be sent by "fast delivery" in 4-6 days. If there were any issues with the order one would assume that it would have been stated in this email. I tried calling you and was put on hold for some considerable time before being disconnected. I have received no emails detailing progress and having looked on the internet is does seem to be a common ploy of Pixmania to take debit customer accounts and not notify them that a product is out in stock. I will be very disappointed if you have debited my account for an item you know full well is out of stock. What's going on?
Dear M Thompson,
Thank you for contacting Pixmania.
Further to your email, we have sent a request to the warehouse to look further in to your case regarding the status of delivery and provide you with a feedback.
As soon as we have an answer from them, we will get back to you with further information.
Thank you for your comprehension and patience.
If you have any further questions, please do not hesitate to contact us.
Your customer care agent
Dear Mr. Thompson,
We would like to confirm to you that a refund request has been made for the amount of 375.1 £ in relation to your order xxxxxxxxx.
You will receive an email confirmation shortly, once this request has been validated by the accounts department.
Customer Service Director
To request any further information, please contact our Customer Care
Service on page:
I have not requested a refund!!! what the hell is going on?
This is looking like it is going to end badly, Pixmania seem to have a real communications problem. They can't even do what they say they are going to do. I used this company once before 6 years ago, and had a bad experience then. I was hoping they might have improved since the, no such luck. No quite sure what the refund is for because my order was for over £700. I will update this when I find out what the hell is going on.
Do not touch these Del Boys. Their prices may be competitive but that comes at a cost.
In a nutshell, I bought a hard drive for them and despite promising 2-3 day delivery didn't hear anything from them. The PIX & Me part of their website told me my package had been validated and was waiting for delivery.
But still nothing.
After more than a week I contacted them.
The item I had ordered was "temporarily out of stock", according to my Customer Care Agent; an agent that *cares* about his/her customer so much he/she has refused to give me his/her name.
He/she later admitted to me in an email "It takes some time for us to process the order and reserve the item in the warehouse."
Odd, I thought, given that it was due to be delivered within three days.
I asked for a refund and for my account to be cancelled. Even this was not straight forward.
To cancel my account they "require some form of ID".
Odd again, considering they did not need any ID for me to sign up.
Throughout, the main Pixmania website has maintained that my item is still in stock - meaning other would-be customers are too being lead up the garden path.
Simply don't shop with pixmania. As another reviewer said, spend the extra few quid with a company you can trust.
I, foolishly, understood that this was the UK division of the company due to their 'co.uk' internet address but - BEWARE - this is not the case. Even worse, they do NOT supply UK goods!!!!
I was caught out by the purchase of a Lumix TZ30 camera which, had it been a UK model, would have been eligible for a £35 cash back. Panasonic UK refused to honour this for the supplied NON-UK model.
August 2012. After my last review, Pixmania have addressed the situation to my satisfaction, I have therefore increased my rating from 1 star to 3 stars.
I think I have made a mistake by using this company. I did not realise, due to the .co.uk address, that they were based on the continent (France I think) and the issues this would create.
1. Always check which country the company you are dealing with are based - I think PixMania are in France??
2. Don’t assume the delivery times are from the time you place your order.
3. Always read the small print – Even well-known companies such as PixMania can hide unexpected conditions.
a. If you are in the UK and use a UK site don’t assume you will get everything you need such as UK plugs and English instructions.
b. Don’t use companies that don’t take responsibility for the third parties used for their deliveries.
4. Don’t expect everything to be in the box such as a UK adapter
I ordered a FUJIFILM FinePix SL240 on Friday 22nd June and I was expecting to receive it on the 27th June (3 working days from placing the order) but would have accepted it by the 29th if I could have used it!!
The order was placed late on the 22nd June. I thought this would be ample time to receive it for the following Saturday 29th June in time to use at a Garden show I was attending. I emailed PIXMANIA to check when it would arrive and was told it was in transit and I needed to talk with the forwarders.
The item was not picked and shipped until the 26th June. It arrived for delivery through YODOL on the 28th June but as I did not know the actual delivery date neither I nor my Wife were available to receive it.
I took this on the chin as this would have happened even if it had come through Royal Mail. My wife contacted YODOL and asked them redeliver on the 29th June. They were unable to give an exact time so my wife had to rearrange her day and change some appointments to make sure she would be available. (Anytime between 8AM and 7PM!!!!) The package did not arrive!!
At around 6PM I phoned the YODOL help line. It informed that deliveries could be made up to 7PM and calls to the help line costed 10p per minute so I hung up. At about 5 minutes to 7PM I called back to find out where my package was. I was on the phone for 11 minutes with no response. I hung up again and went on line. I was able to set up a delivery for the following week or collect myself on Saturday morning. Although not ideal I felt it was my only chance to have the Camera in time for the Garden show.
The depot was in the next town and so involved a 20mile and 45minute round trip!! I asked why the delivery had not been made the day before and was told it was a picking error due to the imminent closure of the depot. I think I was supposed to feel some kind of empathy? I arrived at the depot for 9:40AM and had the package for 9:45AM this at least was prompt.
On my return home and opening of the sealed package containing my items I found the following. 1. The boxed Camera. 2. The camera bag I had also ordered 3. A PixMania lanyard –a freebie I assume. So far so good.
Unfortunately on opening of the camera box itself I was disappointed to discover the charger that had been supplied was not suitable for the UK and the instructions were only available in French, German and Dutch. I immediately emailed the customer service email address (The one I had received in response to my delivery query) to state my displeasure and ask for this to be rectified as soon as possible.
I did not get a reply to this. I was asked if I would like to answer a customer survey however, Must be automated otherwise they could have set the wheels in motions to send me my UK plug and instructions.
I followed up by checking online for peoples comments on Pixmania and it directed me to this site.
It was here that I discovered that PixMania despite being UK website is not based in the UK. I also discovered that I will not receive an English plug but instead an English plug adaptor. I also discovered I will not receive English instructions and that I should download them from Pix & I. I have as yet not been able to find a link to do this.
Let’s see what happens next? I have not had any response from PixMania other than an automated customer service survey (ironic) but I don’t expect anything to happen before Monday. Let’s see how long it takes for me to get a plug adaptor and finally be able to use my new Camera, just not in time for the Garden show.
It seems amazing a company as large and established as Pixmania could have such draconian processes. More than 10 days after placing an order it still hasn't arrived yet I have been charged twice for the same item. Trying to resolve even simple matters by email is impossible as the staff are determined to misunderstand every communication and when calling the company I was cross examined about my personal circumstances by a barely litterate undereducated rude adolescent. Low quality service by undertrained staff. This is only my second order from Pixmania and I won't be making any more purchases with this company.
I don`t think i`ll again use Pixamania.
Placed a order for a Nikon camera on 15/06/12 at 11am and received on 21/06/12 although they said 3 working days.
When the item arrived I got 2 unpleasing surprises.
The first is that it did not come with a English manual but with a French one and I don`t understand French
The second is that the adapter provided is not working, actually, it generate sparks which is not very healthy and after reading a few review from others I realized that another person had exactly the same problem as mine.
I mean could they just provide a better quality adapters or maybe just provide a UK charger?
And also knowing that the good is being delivered in UK why don`t they just provide a manual in English language.
I have been trying to download it from the Nikon web site but we are talking about 264 pages to be printed!!!!!!?!?!?!?!?
I am going on holiday tomorrow and would have liked to have with me a manual which i can understand.
Next time I`ll get it straight from Amazon which delivers far away better service.
They sent me an empty cardboard box that should have contained a camera. It was sealed on the top but not on the bottom but apparently it was my fault so no replacement and no refund. My bank eventually refunded me but I will never shop at Pixmania again however low their prices!!
Maybe I should have learnt my lesson after the first attempt to order an item from this website in 2007. Have things changed...NO!!
I recently tried to place an order for a Delonghi coffee Nespresso machine with Pixmania after debating if I should, based on previous experience. The deal however was to good to pass up and I took the risk, hoping things had changed after 5 years.
I Placed the order and everything seemed to go well however within an hour of placing the order the same issues started to rear their ugly head. The item that I ordered suddenly went from being 'in stock' to 'temporarily out of stock'. When I checked the email that came through it said that delivery would be made by a partner company in the UK Currys. So I thought I would check to make sure I was not making a brash decision and maybe Pixmania were out of stock but Currys had stock available. No they did not.
This had happened years ago when I tried to order a Sony TV with Pixmania so immediately I sent an email asking 'Am I going to receive this item?' No response as of yet but everything takes at least 24 hours with Pixmania.
I therefore decided to ring Pixmania and I spoke to a sales advisor Eva who although very nice could not resolve my issue. I asked her first Am I going to receive my order?The response was that it is out of stock sir but she would ask head office when it will become available. Instead of going through all of this again I thought I would just get a refund. Simple enough one would think. Eva again told me that she would have to ask head office if this is possible. If this is possible I responded.
I am amazed that an individual from customer services has to ask head office every time a refund has to be authorised. Hopefully this does not have to go to board level each time as I could be waiting a while. Longer than the obligatory 24 hours.
My rights are as follows I have paid for a product which I am not going to receive in the time frame stated in our original agreement and because the item is no longer being manufactured I will never receive it.
Pixmania is unfortunately a joke as a company, you pay what looks like a low price but ultimately this leads to a second rate service. I am still waiting for a response from head office regarding my refund.
All I would say to anyone thinking of buying from this company is do not bother, spend a bit more money for a better service and ultimately your product at the end.
Ordered myself a Netgear N600 Dual Band Modem/Router at an extremely reduced price compared with other Companies. Having placed the order I was given a tracking Number, and duly watched the package go through the various processes on its route to me, and it duly arrived as promised.
It was well packaged and I had it unpacked and set up within 20 minutes, so I'm well pleased, its working really well ! Well done Pixmania
I bought my parents a Canon camera from Pixmania, after 3 months it started failing, after 4 it gave up the ghost completely. After multiple attempts to contact them I got through, they advised me to send the camera back to France as it was under "French warranty". I duly sent it back, paying the exorbitant postage which they won't refund, they then allegedly sent it back to Canon who apparently said that the camera was broken in such a way that it wasn't covered under warranty, I queried this and asked Pixmania to send me a copy of their report, they then informed me that to email me a copy would cost me around £20, I told them to stuff it. This whole process took about 3 months, they obviously had no intention of replacing the camera, I had already paid out for shipping to France, there was no way I was going to keep throwing good money after bad.
Good prices, if you're willing to risk the product failing and no customer services (and they do seem to fail an awful lot from what I can tell, I'd question whether they were refurbs frankly).
Rather than wasting my time on this company, again, I thought I'd use the complaint letter I wrote to them - adjusted so it reads as a review rather than a letter. This is a complete, honest and non-slanderous commentary on this company and why (especially if you live in the UK) you should avoid them at all costs.
I was left totally dissatisfied with the service. You will no doubt grasp of the deep feelings I have, evident by the time and effort spent on the below...
It is best to outline the many problems based on issue even though there is a chronology involved.
1) The time it took to receive goods did not warrant a delivery charge of £36.25 (ex. VAT)
My order was placed on 30th March at 06:11. At the time the dishwasher was out of stock, but scheduled to be back in stock on 7th April. Due to their Terms & Conditions I accepted this and was happy to wait. 7th April came and went with no contact from Pixmania, which I would have appreciated. Instead I had to find out by logging online that the date had been changed to “within 28 days”. On the 8th April I sent an e-mail to customer services asking for an update. Other than an automated reply I received no contact until 12th April, which was a framed ‘ready-made’ e-mail with no personal correspondence, stating the dishwasher to be in stock on Saturday 21st April. On their website the dishwasher was recorded as IN STOCK on Saturday 21st April but was not dispatched until the 25th, and this was only after I made a phone call to their customer services on the 24th. In my opinion, this particular issue was satisfactorily resolved with a partial refund of the delivery charge (£29.90). I very much wanted this to be the end of the matter, but as you can see from the below, Pixmania chose to continue to provide me with sub-standard service.
2) The lack of personal correspondence and feeling of ‘neglect’ from Pixmania's customer service
In addition to the above problems highlighted in issue #1 above, the treatment of me from their customer services left me feeling neglected and maltreated. On 16th April I received a ‘ready-made’ e-mail asking to sign a “SWORN STATEMENT” that I had not received delivery. Pixmania had not sent the dishwasher at this point and the wording of this request was cold and made me feel like I was at fault.
Secondly, I was referred to as “Mme” (9th April, 15th April) and “Ms” (16th April) only to finally be referred to as “Mr” for the first time on 2nd May. All other correspondence has been headed with “Dear Customer”. This clearly shows that Pixmania are not in-touch with their customers and continue to insist on using automated systems.
The two examples above are not the only problems I can attribute to this particular issue, as you will read below.
3) Failure by Pixmania to meet simple requests: personal and direct contact by Mr James Felix
On 16th April at 18:11 I sent an e-mail to Pixmania's customer services to the attention of Mr James Felix, their UK customer services director. On this e-mail I kindly asked for direct contact details for Mr Felix. I received the customary automated reply that my e-mail was received and that it “been forwarded to the relevant department”. I received no further contact from customer services or indeed Mr Felix himself.
On 24th April at 16:42 I called Pixmania's customer services on an 0844 number and spoke to an operator. I requested to be put through to Mr Felix but the operator said that she could not grant this request. In a test of Pixmania's “100% customer satisfaction” goal, I asked for Mr Felix to contact me directly on my mobile so I could discuss the issues directly with him. I told the operator that if I am not available, Mr Felix was to leave me an answer phone message with a geographical number to call him back on. I never received a phone call from Mr Felix.
In an e-mail of official compliant sent to Pixmania's customer services sent on 28th April at 12:50, I requested Mr Felix or a person in a position of authority to contact me on my mobile. I gave a deadline of Wednesday 2nd May for this to occur. No phone call was received.
The only correspondences I have received from Mr Felix have been ‘ready-made’ e-mails that have no personal tone to them what so ever. There is no indication in these e-mails that he has properly read (or even received) any of my requests. I actually wonder if this Mr Felix actually exists...
4) Failure by Pixmania to meet simple requests: Saturday delivery
At the time of the aforementioned phone call on 24th April at 16:42, the dishwasher had been labelled as ‘IN STOCK’ on Pixmania's website but it had not yet been dispatched according to the ‘My Account’ section. Since a previous (automated) e-mail stated that the dishwasher will be sent as soon as it was in stock, I requested delivery on the upcoming Saturday (28th) as I am unavailable during the week-day. The operator said she will put this request through for me. The following day I received an automated e-mail that my delivery was scheduled for THURSDAY (26th).
On Wednesday 2nd May I received another automated e-mail stating my replacement dishwasher (see issue #8) was scheduled for delivery on THURSDAY (3rd). Why on earth would Pixmania schedule another delivery for a Thursday when I have contacted them multiple times regarding deliveries?
5) Compensation for time and money spent contacting Pixmania and KNOWHOW (their delivery partner) costumer services
The aforementioned phone call on 24th April at 16:42 in total lasted 17 minutes. I asked the operator that I wished to be compensated for the cost of this phone call (£1.736 on my tariff). I did not receive this compensation at the first time of asking. I ended up making further calls to charged numbers which I added to my compensation claim.
6) Failure by Pixmania to meet simple requests: the supply of a UK postal address
In my e-mail of official compliant sent to Pixmania's customer services on 28th April at 12:50, I requested to be given the postal address to their UK head office so I can post an official complaint. This request was also set to the deadline of Wednesday 2nd May. No such address was ever received.
7) Compensation for money lost due to waiting for failed delivery
When Pixmania set up the first delivery on Thursday 26th April (despite my request for a Saturday delivery), the KNOWHOW website stated that delivery would take place between 15:25 and 19:25. I was forced to leave my place of work early in order to return home for 15:25. My wife and I have yoga classes on Thursday evenings at 19:30 which are paid upfront. As 19:25 approached with no delivery it became apparent that my wife and I would not be able to attend our class as I had to wait for delivery. At 19:51 I called KNOWHOW and the operator informed me that the driver had got in to work late that morning and that delivery may be as late as 21:00 leaving me very angry and frustrated. I am usually in bed by 9pm since I get up early to commute to work. Since Pixmania initially failed to schedule my delivery for Saturday as requested, they effectively cost me money as my yoga teacher is an independent and is unable to refund or waive any fees for missed classes. So this was also added to my compensation claim.
8) Delivery of damaged goods
When the dishwasher finally arrived on the morning of Saturday 28th April, I was immediately alerted by the KNOWHOW driver that the dishwasher was damaged. Knowing my rights I accepted the dishwasher but asked the driver to note this damage on his PDA with a view for a replacement to be sent to me at a later date at my convenience. This issue was the trigger for my official e-mail of complaint sent to Pixmania on 28th April at 12:50 (the ‘straw that broke the camel’s back’ – if you will). The e-mail contained pictures of the damage.
On 2nd May at 10:39 I received what could be described as the closest I came to a personalised e-mail, acknowledging the declaration of damaged goods. However even this e-mail was worded, in my opinion, in a cold manner (see issue #10). I was refunded the rest of the delivery charge (£13.60) via yet another ‘ready-made’ un-personalised e-mail signed by Mr Felix. The refund was acceptable, but the issue remains unresolved as other outstanding issues means I am currently withholding delivery of the replacement dishwasher.
9) No delivery of 3rd item on order paid for (Neocal Anti-Limescale Device)
On my order placed on 30th March was a purchase for a “Neocal Anti-Limescale Device”. I never received this item and was later told that it was discontinued! I was eventually offered a refund for the item.
10) Being made to feel like I am treated with contempt
All of the above issues have made me feel like I have been treated with contempt. However there are further incidences which have solidified this feeling:
a) Pixmania felt the need to remind me, twice, via ‘ready-made’ e-mails that they had already given me a partial refund of £29.90 (2nd May 10:20 and 10:39). Why did they feel the need to remind me of this refund?
b) The wording of the only ‘personalised’ e-mail received was cold: e.g. “you are required to notify the manufacturer strictly within 48 hours after delivery”. This sounds like Pixmania are placing onus and responsibility on the customer for issues that they have created.
In my complaint letter, I gave a final ultimatum, giving Pixmania the chance to avoid court action. The requests were simple:
1) To be compensated so I could cover costs (e.g. phone calls) and loss of money experienced. I game them a breakdown of my costs on a spreadsheet. I asked for this compensation to not to be in the form of vouchers of any kind.
2) I asked to receive a written letter of apology from someone in a position of authority – Mr James Felix himself would have been nice. I will not accept a generic or ‘ready-made’ letter. It must be posted to my address.
3) I asked for them to send me the “Neocal Anti-Limescale Device” that I have paid for on a date that I am available to receive delivery.
I sent a copy of the letter to the KNOWHOW team in Hemel Hempstead (they were brilliant in supporting me and I had no doubt that Pixmania caused them as much frustration as they had me). Copies were also sent to the UK European Consumer Centre (ECC) Trading Standards Institute and BBC Watchdog.
Funnily enough, Pixmania did not take long to respond... by e-mail, from their head office in France. Here was the result on the above requests:
1) Pixmania's mediation department 'accepted' my claim for compensation - this was to be transferred to my bank via BACS. But, in a shamed attempt to keep my custom, I was also credited with £20 in my "Pix Piggy" account - i.e. a voucher! I declined this, and instead asked for it to be given to a charity of my choice. Pixmania declined this and stated: "Concerning your decision to decline our further offer to credit your PIX PIGGY account for £20, our mediation department has asked me to confirm that unfortunately we cannot credit a third party as requested. This credit is still available.". Make of this statement what you will...
2) The letter was pitiful... In fact, it was the e-mail of apology sent to me from head office printed out. At least they took the time to put it in an envelope... And, you guessed it, it wasn't from the phantom James Felix.
3) As already mentioned - I was sold a discontinued item, but I did get the money back for it.
In conclusion: On their website and e-mails footers, it states: “Our goal: 100% customer satisfaction !”. Well Pixmania, you have totally and utterly failed with me. And... I will not be shopping with you again. Not giving that £20 'Pix Piggy' credit to a charity basically sums you right up... Cheap prices? You get what you pay for...
NOTE TO PIXMANIA MEDIATORS: I do NOT want a response or a comment posted by you on this review. I have been through the complaints procedure and had my fill of your customer services, as you can tell. It will be interesting if this is a simple request that you can adhere to...
i placed an order for a washing machine on 9/05/2012 and my order was cancelled by pixmania with no explanation and i was advised i will be getting a refund. i called pixmania to ask why has my order been cancelled but they were not allowed to tell me i asked them to refund my money straight away but instead i was advised i will be emailed to advise when i shall be receiving my money back... a few hours later i was emailed this form advising me to sign to state that i won't request a "chargeback" from the bank? i didn't really understand this so i googled it what it means is they can keep my money for however long they want and if i ask my bank to refund the money they won't do it because i have signed this "chargeback" form stating i will not request this!!! This company is dodgy to say the least they want to hold onto the refund money for as long as possible to get interest on it!! I will wait for 6 days as advised by my bank and if i have received no refund by then i shall be requesting my bank for a "chargeback" so i get my money back and pixmania get charged for it too... see how they like it...!!!!
Ordered a pair of Sennheiser wireless headphones - £50 cheaper than other websites - and was very impressed with the speed of despatch via Belgian Post. Very well packaged too and, as far as I can determine, the genuine article.
Just wanted to share with you a hurrendous experience I have had with Pixmania recently. Basically, I was on the hunt for a new lense for my camera. I did tons of research and decided upon the specific model I wanted. Pixmania came out as one of the cheapest, so I went for it. Things started to go downhill from here.
5 days after placing the order I went on line to check my account. "still being packaged" apparently. Hmm.... ok so I waited a couple days more. "still being packaged". So I fired off an email and 24 hrs later I had a response telling me to check with Poland. Poland? Yes my item is coming from a third party in Poland. Ok, I have nothing against the Polish so I emailed them. No response. It turned up on day 11. Personally I think thats slow seeing as I paid a circa £15 postage fee. But I'll let this one go.
After my 11 day wait I keenly opened the box, and upon closer inspection I find that it is not exactly what I was expecting. I checked again. Unfortunately, it was a similar but significantly lesser quality model of the one ordered. It was basically like receiving a 3-series when I'd ordered and paid for a 5.
So I went back onto the website to check what I had ordered, Yes, the description looks like what I wanted, but what I was holding in my hand wasent.
Next thing, I called them up. The response I got was... eeerrmmm sorry but we dont deal with this.... you need to ring Poland. Crap, not Poland again. Ok, so I ring Poland.... "eerrrmmm Im sorry, our Pixmania employee is away and I no speak good english... you email instead?". So I typed out an email explaining the situation.
5 days later still no response. So I emailed Pixmania explaining situation. "The item description was correct - and we have passed it to our Head Office". Ummm no it wasent correct you arrogant person. 5 days later again I just posted it back to Poland at my cost. And am to this day hoping for the best.
Havent yet had my money back. And never did get a proper answer from Head Office. Currently £235 down. Ouch.
Basically, I dont need to get all childish and start swearing, but seriously what a pile of turd. Just avoid Pixmania they buy all their stuff in from Eastern Europe and half of its probably all fakes anyway. Dont get me wrong, the website is bargainous, but if you get any problems with your order like I did you are screwed. Pay the extra fiver and try amazon.
As previously wrote on my review of the diabolical services of Pixmania, i would also like to add that I placed an order for a washing machine on 23rd of March and to this date have still not recieved the washing machine. I cancelled my order for the washing machine as they still are waiting for it to come in stock. They did not have the decency to inform me of the delays or to offer a replacement. It seems that Pxmania has a habit of either taking payments and delivering damaged goods, to which they refuse to refund the money, or simply not deliver the goods and not refund the money.
When i contacted them about the ""missing wachine machine i was informed that a refund would be given. A short while late an email was sent which refused my refund as i had opended a case with paypal regarding the damaged cooker., Even though both are separate items and 2 separate issues, they are hell bent on keeping the money regardless of whether an item is damged or not delivered.. I have got in touch with BBC watchdog as well as consumer protection as potential customers need to be informed of their not so clear policies.
NEVER WILL I BUY FROM PIXMANIA AGAIN...
I have bought a few things from Pixmania and have never been disappointed with their service. Despite shipping from Europe they can still offer fast delivery at competitive prices. Easy to use site and good information about the products
Still waiting for my delivery. Yodel have tried to deliver twice but we are both out at work. Spent 10 minutes waiting on the 'phone to talk to someone but couldn't rearrange as the delivery was in my wife's name. Can't collect it from the depot until there have been 3 failed attempts. Never get this problem with Amazon as they use Royal Mail and I can go and collect from the local sorting office. Probably won't order from Pixmania again if they continue to use Yodel.
I bought a Nikon D90 DSLR camera on Pixmania UK website and was disappointed about the experience.
First of all, the camera i received has a European plug for the battery charger instead of an UK one. Although they provide a UK adaptor plug, the screw of the plug is low quality and loosed and generated sparks when inserted into a socket. Big safety hazard!!! I have to use my own adaptor now.
The user manual i received is in French which means it is completely useless to me. I have not been warned about this at all! Luckily, I found one pdf copy on the Nikon website, but would still be useful to have a paper one!
The carrier Pixmania uses is low quality too. I have given the correct address but made a mistake on postcode. While most people will stick to the address rather than postcode, they changed my address completely (!) to be aligned with the postcode. I called up Pixmania and asked for a change of the address. While Pixmania customer service claimed to have changed that, my camera was still delivered to the wrong address!!!! fortunately, the honest addressee called meto pick up the delivery.
There is so many things gone wrong in this one transaction and I spend extra effort to resolve all the problem it generates. I am not sure I will trust Pixmania for any future purchases, even though they have low prices.
I recently bought a Samsung SSD to replace a failing hard disk drive in my laptop. The price was better than any other website and the delivery was faster than the time stated when I ordered it. Very pleased with the service.
I'm sorry... but my whole experience with Pixmania has been a total disaster..
The order was sent out quite quickly, but they delivered it to the wrong address..! Luckily the person there declined the delivery..
It took ages to get through to the delivery people to find out that as a resuilt the order was being returned to sender.
And emails I got from Pixmania were generic and useless. I eventually got one where they stated that my order was again on its way to me, and would be there soon.
The tracking number they gave to me was of the order on its way back to them!
I have now been told that I have to WAIT till the order goes the whole way back, be checked.. before it can be resent.
I needed a monitor by the weekend, so I asked if could I ordered a second one, and just cancelled the first one..
ok and if I use the 24 hour express will it get here for tomorrow..
"No sir, as its after 12pm."
Generic, useless and factually incorrect correspondance from the customer services team, which has directly screwed up the order.
If they had told me what I needed to know at the start of the week, Icould have sorted something else out...
I would NOT recommend using these people... other places might be a tenner more expensive, but its worth it. I think I've spent more than that on phone calls trying to find out whats going on....
The printer arrived in good condition and works so far (only had it a week) so not had to try out customer services. It arrived quickly, in fact before the email notifying me, hence just 4 stars, but maybe that is being a bit picky.
Ordered a new AOC monitor, but found when it arrived that it would have looked very odd when mounted on the wall. I realised i should have done more research but it looked a great monitor. I had to send it back, which was ok and got a refund, but it cost £52 to post it back to France. I nearly just put it in the bin.
I will not be ordering anything from Pixmania again. You do not get this problem with Amazon
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