Review Time
On previous contacts I cannot fault their service but I am extremely disappointed and surprised at their lack of after sales service for the Gemini Die Cutting Machine. My husband bought this machine for my birthday about 18 months ago and I have been delighted with it. I use this probably every 10 days or so and not heavy usage (I have also been away from home for close on 6 months on and off during the past 18 months) . It has suddenly started making a dreadful noise when idle on standby and will only stop if the power cord is pulled out. I contacted Crafter's Companion and got a very prompt reply saying that they could not help as the machine had been purchased a while ago. I replied saying I did not expect any repair under its warranty but surely they could direct me towards where I could get the machine checked out and repaired. At the price it cost and being a pensioner I certainly cannot afford to get another one. I got a very brief reply again saying they could not help. Am just so surprised at this attitude.
Do not buy this machine. I purchased it and after a short time the plates badly warped into an "s" shape not just curved. They were replaced quickly but then this happened again. The machine was then taken back for checking after only 2 months from initial purchase. They found the pressure to be faulty so replaced the machine. Needless to say after a short time this happened again. They took the machine back again but despite the same problems Crafters Companion said it was fine and had tested. They sent the machine back but the samples they had cut and returned to me were actually buckled as they practically called me a liar. Also, the magnetic sheet was completely cut through by them and again called me a liar but offered to replace as a gesture of goodwill rather than because "we broke it". This has become one of the worst customer services I have experienced in a long time so the £1m+ profit they make each year is down to us customers. If you have one of these machines and the problems are as described firstly tell them to get a full refund and then report it to Hochanda. This machine is simply not fit for purpose and I have started the cogs in motion to stop this happening to others. After all this machine is expensive and you cannot afford to keep forking out on new plates every 2 months. I was told 4-5 uses a day is "overuse". STOP BUYING THIS MACHINETHE RESPONSE FROM CRAFTERS COMPANION IS EXACTLY WAHT I HAD ON EMAIL. IT SEEMS SCRIPTED. I HAVE NEVER STATED I USE THIS EVERY DAY BUT I DO MAKE 4-5 CARDS A DAY BUT THAT DOES NOT INVOLVE ANY MACHINES. I WOULD ESTIMATE ONE MONTHS USE. FIRST TIME ROUND IT WAS 2 WEEKS USE - CRAFTERS COMPANION REPLACED THE PLATES, THEN ANOTHER FEW WEEKS ALL WENT WRONG AGAIN THEN THE MACHINE WAS BROKEN SO REPLACED. EXACTLY EXACTLY EXACTLY THE SAME THING HAPPENED AGAIN. THE MACHINE WAS REPLACED IN NOVEMBER AND UNUSED UNTIL JANUARY. ANOTHER 4 WEEKS OF USE AND PROBLEMS. THIS MACHINE IS NOT FIT FOR PURPOSE AND TRADING STANDARDS, HOCHANDA AND MY CREDIT CARD COMPANY HAVE ALL BEEN ADVISED BEFORE GOING LEGAL. A REFUND FOR A FAULTY ITEM WAS REQUIRED AS THIS WAS ALREADY REPLACED ONCE FOR BEING FAULTY. YOU WOULD HAVE STOPPED ALL THESE CONSTANT BAD REVIEWS HAD YOU REFUNDED FOR A MACHINE THAT WAS A FEW MONTHS OLD. IT WILL NOT HAPPEN AGAIN I WILL MAKE SURE OF THAT
Customer service extremely poor! Emails ignored or “lost” then taking 6 months to finally think you have got somewhere regarding faulty products. The replacement items were then sent poorly packaged with my name and address crudely scribbled on the envelope in marker pen! No curtesy note or anything VERY RUDE!! This has left me with the impression of total disregard for my custom.I will never purchase from them again.
Have ordered from this company twice and both times delivery is so very very slow.Even been told over the phone that order was dispatched the day after purchase but 2 weeks later still not arrived.Will not order from them again and feel they take customers for granted ...you have to be very careful with that as although you may sell on a shopping channel bad customer service will always do you down!
POOR RELEASE DIESIf you want to batch make, then these are not the dies for you. There is no doubt that the dies cut beautifully but getting your card out of the die is tricky on many if their items as Sara herself has demonstrated in TV when even she couldn't get the card out of the die and had to show her 'prepared earlier' one. Although she tried to laugh it off and say she had no patience, she was clearly embarrassed. You may have noticed that they never, ever clean their dies in TV but quickly tuck it to one side, out of view. That's because it's a total nightmare to clean. It's obvious that this company does not manufacture their dies with the quick release coating that other companies use i.e., Tonic or Tattered Lace and many more.Their dies are beautiful but myself and many of my crafting friends just won't buy them anymore. Such a shame. It's obviously less expensive to manufacture them without the coating yet their prices do not reflect this. If they did improve, I'm sure it would boost their sales. I know myself and all my crafty friends would buy them again.
I put an order in on 29th Dec and received my order on 15th Jan which I thought was very slow but was told they were closed over Christmas and New year which I accepted as thought they may have a backlog of orders and that was why it took till the 15th Jan. However I placed another order 8 days ago and I have had nothing, I never got an acknowledgement from them to Thank me for my order and I have not got any email to say its been despatched. All I had was an email from paypal to say its been paid. Looking at some other reviews online it seems it takes them 2 weeks to send orders which is totally unacceptable! I have placed many orders with other companies and had had emails to thank me and emails to keep me informed on its progress and have had orders delivered in 3/4 days. I doubt I will order from these again. If you want to make an order then do it at least 2 weeks before you need the item..
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Crafter's Companion is one of Europe's leading manufacturers and suppliers of crafting products. We're a family business and we're renowned for bringing our customers innovative crafting tools and supplies.
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