Good sales service – until there’s a problem – TERRIBLE *updated*
Sales team were good at doing their job, ‘selling’. Next day delivery etc – it’s all great, as the rest of the reviews show. (as long as they are getting your money they are most helpful)
However, things all go wrong when/if you need to return an item.
The sales team told me that the £2,000.00 Oki printer would do what I specifically wanted it for, they said, and I quote -‘100% it will work for what you want it for’, on this basis, I went ahead with an order. When it arrived – it didn’t do what I wanted or was assured it would.
I read up on my consumer rights – Distance Selling Regulations and emailed them the next working day to say that I would like a refund. I was point blank refused on grounds that I had opened the box and used the printer. This is rubbish! Their terms and conditions do not override the law.
I had to contact Citizens Advice and a Solicitor for advice on my rights. It turns out I was right, I was fully entitled to a refund.
They continuously told me incorrect information regarding distance selling regulations, despite me emailing them a copy and referring to specific sections/paragraphs. Their staff need to be trained on absolutely all aspects of Distance Selling Regulations because such blatant misrepresentation of the law is completely disgusting.
It was making me feel physically sick that I had spent £2k on a printer and was illegally being refused a refund.
After 37 emails and numerous telephone calls, feeling like I was banging my head against a brick wall, after various different excuses as to why they wouldn’t give me a refund and my threatening legal action against them, they eventually agreed to refund my money after a LOT of unnecessary stress.
This was not the end.
They arranged for the printer to be collected from me and agreed to refund me immediately as soon as the item was collected. Another lie. It took me until half way through the next working day after 3 phone calls and 2 emails telling them I would be telephoning every 30 minutes until I receive my refund.
Avoid at all costs and if you have to use them and something does go wrong, make sure you read up on your consumer rights and do not give up until you get a refund.
The Distance Selling regulations are put in place to stop this exact thing happening. This is a disgusting way to run a business, luckily for me, the majority of my dispute with them has been in email so I have copies of all correspondence and I will be reporting them to trading standards and complaining to anyone that will listen.
Since writing this review I have been contacted by Printerland and they have gone out of their way to rectify the situation and have apologised for the way I was treated and have provided me with another printer for different purposes.
However, my stars will remain at 1 because this should never have been my experience in the first place and due to the considerable amount of stress and upset I went through during the 2 1/2 weeks it took for them to accept the return.
The prices at printerland are the most competative I have seen and so I will happily use them in the future for my toner/ink etc.
A big thank you to Catherine who took the time to read all of the correspondence and contacted me to apologise.