**Apparently Trust Pilot hasn't considered my review to be a confirmed purchaser despite giving them my order number. To clarify, my Physio Room order number is 7423041 **
Interesting to read so many positive reviews on here given my experience dealing with this company has been so poor.
Let's start with pre-sales service. I needed some advice on a thumb support and so went to the enquiry form to ask a question about two products I was considering. On sending my request, I got an email saying this:
We respond to all our enquiries within 1 working day.
No you don't. You replied after four days, admittedly giving advice on which product to buy. However, due to the wait I'd decided to order both products with the knowledge that I'd probably send one back using their 30-day money back guarantee.
Now onto the order itself. I'd paid £2.99 standard delivery, ordered on the Friday and received it on Tuesday. On opening the package one of the product's packaging was completely crushed. Almost as if its been sent out a few times. Must have been during the delivery process I thought.
When I examined the item further, I noticed the plastic wrapping, which is supposed to be shrink-wrapped so the support can be moulded in hot water to fit, had already been opened. I could clearly see where someone had taken scissors to it. That and there was selotape on the corners. It was obviously a previous return which had then been sent out again, not understanding that the shrink-wrap needs to be intact.
I then found the original customer returns slip inside the box. It had indeed been opened by a previous customer, deemed not suitable, and then returned.
So, I call customer services whereby a rather indifferent lady said I needed to take photographs of the problem so they can see it for themselves. What happened to trusting the customer? But here's the thing. the photos don't go directly to a PhysioRoom email, they go here: firstname.lastname@example.org
Why do they go to a seemingly unrelated email. Doesn't inspire confidence does it? Even less so when you then get this automated reply back from said email address:
I am on holiday and I will be back on the 31th July.
Please contact email@example.com
Who is Julie Ruby? I haven't a clue. So I decided to repeat the process this time using the PhysioRoom online returns enquiry form where you can upload photos.
Once I'd done that, I got the automated message which says:
"We respond to all our enquiries within 1 working day."
Guess what? They don't. Two working days later and I've still not heard anything back from them.
Where to go from here? I've got a phone number staffed by people who couldn't care less, an email address to send photos which isn't staffed because someone is on holiday, and an online enquiry form that doesn't get responded to.
The only option as I see it is to pay to use their return procedure and hope I'll get some kind of refund. By the way that costs £2.99. There doesn't seem to be any other option of returning the goods using Royal Mail yourself. You have to use their service. Which also requires you to find a local distribution agent to take the goods to.
So, I'm glad others have experienced a good time with Physio Room. I didn't. And by the way I've been treated so far, I guess I'm going to have just as good a time trying to get my money back.
My advice, avoid this company if you value customer service. They don't value your custom.
**UPDATE TUESDAY 2nd AUGUST**
Thank you Clare, I didn't receive a personal email from you as stated below but one through your messaging system on PhysioRoom.com. I responded to you on there straight away on Friday but as of today (Tuesday 6th August) have yet to receive a response back in order to resolve the problem.
As others have mentioned, Zazzle appear to mislead buyers in the UK that they are purchasing items from a UK supplier.
This is not the case.
When I contacted their support team about why it takes so long to send two birthday cards (let's face it, that's 1-2 days delivery tops) I got the usual read the T&Cs response (5-12 days...what!).
Pushing the matter further, Zazzle then responded with a "look where we are and see if it makes sense now" response.
Yep, they are in the US hence the timescale.
Does that make them right? Legally I guess it does. However, isn't it misleading to allow UK buyers to navigate to a .co.uk website, buy and pay for shipping in Sterling, and then only discover that you're dealing with a US company who will ship from the States after making the purchase?
I think so. You shouldn't have to dig down into the T&Cs or the half-baked support forum where there's an FAQ on the subject to get this info.
Anyway, those two birthday cards will now be belated ones. If indeed they ever manage to get here at all.
My advice, avoid Zazzle. And if you don't and you need to complain...they really won't care.
I'd have liked to give Appliances Online five stars, because up until today the service has been impeccable. Unfortunately, the rude, aggressive and unhelpful delivery drivers have tainted the experience so badly that I can only give one star.
I had been contacted a day before by the helpdesk to check on the access restrictions within my property which I'd registered during the order process. There is a tight kink in the hallway and a tight gap passed a radiator in which to manoeuvre a washing machine so some lifting and twisting was required. However, I have moved machines in and out without a problem, it just needs a bit of thought, something the two drivers sent out failed to have the ability to do.
I had paid for the recycling service so my old machine could be taken away. The delivery drivers arrived in a bad mood, barely acknowledging me when greeted at the door. One started complaining about his heavy cold. They then trudged into the kitchen. moaning about the tight gap they had to get through and then moaning because a small amount of water came out of the old machine they were taking away (probably due to the fact they carried it horizontally which there was no need to do). They then lifted the machine up (as I had stated they would need to do, but not in the best way) and removed it from the house.
After a minute they came back and said they weren't going to put the new machine into the kitchen due to "health and safety" and the restricted access of the hallway which meant lifting the machine "too high". It also might damage the machine if they attempted it again. I replied that they had already moved one machine through the same access point why can't they do it again ( and that they didn't even move it in the best possible way). This is where the driver got aggressive and started taking photos of the hallway to back up his case. Couldn't give a damn about the customer, just get the proof to cover your own back, right?
"We're a different company to Appliances Online and that's our rules", he said. Turns out that Expert Logistics who he works for is in fact owned by Appliances Online. He then got someone on the phone to talk with my wife. That person effectively said the driver says no so your machine will only be put within the hallway - but added: "Is there a neighbour who can help you carry it?" Yeah, I'll ask the 80 year old next door because she'll be more help then the two apes you've sent.
I again argued the point with the driver that he'd already moved one machine through the gap, why not the other, it will go through. He began to get confrontational so we were left with a machine that wasn't going anywhere near the kitchen. And just to force the point a bit more, the driver instead dumped it right in front of the staircase so we couldn't get access to the stairs.
Between me (5 foot 10, ten and a half stone) and my wife (who is shorter and lighter than me), we moved the machine into the kitchen. Something that two, 6 foot plus 15 stone men couldn't do. Pathetic.
I'd like to add that Appliances Online have been apologetic, refunded my recycling fee, and are investigating further.
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