Iain Keeping´s profile

Reviews (1)


Woeful and offensive customer service

I purchased Paulmann Wire 12V Sheela 210 Complete Systems Set in Black Chrome (975.36) from CSN Stores UK on 31/12/2010 CSN Order #28135986. I was advised after a telephone conversation that I needed cabling @ £87.23 (ex VAT). On receipt of order I discovered that cabling was included in the kit and the separate order was not necessary. CSN refused to accept return of the superfluous cable as it was part of a kit. I pointed out that the cabling delivered was advertised as a separate item on their website (@ £19.99 + VAT) which they denied. I was able to send them a copy of the webpage after which they accepted return of the cable and to refund the cost “as an exception”. Two weeks after return of the cable no acknowledgement or refund was received and I asked about progress. I was advised that the cable had not been received by them. I was able to provide proof of postage and eventually I received a refund after two months. I vowed never to use CSN again.
In January 2013 one of the units in the tracking system melted under normal usage. Assuming that warranty had expired and not wishing to use CSN again I found a replacement fitting at Wayfair UK @ £16.66 Order Number: 1403629321. Itemised Paulmann CombiSystems Rail 12V Sheela Ceiling Light in Black Chrome (940.46) Part of Set: CombiSystems Rail 12V Sheela Track Light Set in Black. On receipt of the unit I found that the design was slightly different to the original and I wondered if a design fault was responsible for the unit melting. On Paulmann’s web site I discovered that they offered 5 year guarantee on their product. I submitted an enquiry about safety of the remaining units as well as confirmation of warranty but no reply has been received despite repeated efforts. I decided to contact CSN about the warranty only to discover that they had changed their name to Wayfair UK. Refund of £16.66 was refused because I had not followed their procedure, the replacement unit was for a different system “light and easy” and that Paulmann offer 5 year warranty because their products are so good they couldn’t possibly fail if installed correctly i.e. implying dishonesty on my behalf. Despite several further emails to Wayfair I have received no further reply. Customer service of Wayfair is woeful and the arrogance displayed by Paulmann is breathtaking. Use them at your peril.

Iain Keeping´s profile

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Iain Keeping
United Kingdom