I ordered a great black and white photo of a very young and VERY cool looking Sean Connery as James Bond for my son's Christmas. The print duly arrived but the package was making a strange clinking noise and yes, you've guessed it, the glass covering the print was broken in a thousand wee pieces. I contacted Achica and they replied promptly saying that if I got a quote to replace the glass they would pay for that. I duly got the quote and forwarded it to them (no mean feat 10 days before Xmas when everyone is rushing around trying to get things organised!) and just as promptly got the reply saying that they would only now pay 50% of the cost. I was less than happy with this so asked for a full refund leaving my son without his Xmas present. Yes, I was unhappy about this but what made me really unhappy was the lack of attention that seemed to be paid to my comments about inadequate packaging. The print, which was a large one, was enclosed in only 1 thin sheet of cardboard and you wouldn't have to be a logisitcs expert to realise that there was no way it was ever going to arrive at its destination intact. The Achica customer service team just refused to acknowledge this feedback and kept saying that Achica takes customer service very seriously and that they always send out their goods adequately protected. Come on Achica, please take your customer feedback seriously and don't try and fob us off with platitudes when we know that something is inadequate. I want companies like yours to succeed but you have to provide good service AND LISTEN TO YOUR CUSTOMERS if you are going to achieve this.
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