infraredheatersdirect.co.uk

Good products poor service & returns process.

In terms of the order delivery no issues. In terms of the goods supplied no issue, but let's be under no illusion they are only a reseller I could have bought the excellent Herschel Infrared Mirror from any number of other suppliers, as of this moment, I would suggest this course of action.The issue that has rumbled along unresolved since November 2018 is the refund for an unused, unopened Thermostat unit, I realised I didn't need.They say they haven't received the goods. Frankly not my problem, it was posted in good faith after filling in two returns forms, both of which were not responded to. On the eventual assumption that printing off the form (having not been contacted) and sending the goods back to their returns address would be enough, coupled with a note apologising for filling in two returns forms for the same item (both of which have been forwarded to Infraredheatersdirects customer service department).I need not have worried. No one appears to check these forms. Below is where the returns system seems to fail entirely.The return address is for their warehouse,RETURNS WAREHOUSE CARDINAL, INFRARED HEATERS DIRECT, HARLING ROAD,, SHARSTON INDUSTRIAL ESTATE,, MANCHESTER,, M22 4UXNot their customer services department. Which is at the address below:Infrared Heaters DirectFirecrest House, lingerfield business park, Market Flat Ln, Knaresborough HG5 9JAI waited for a bit, didn't see a refund and sent them an email. No response. So I picked up the phone. Bad move, phone calls are difficult to trace and or record, unlike email.I was told about the returns address customer service dept issue and was told someone would get back to me once the warehouse had been contacted. They didn't.I followed up, and the item couldn't be found. However they advised me that they were going to be doing a full stock take soon, and once that had happened they would know what was going on.Needless to say, I heard nothing. I called earlier this week, having left if for a few weeks (Probably six) as we've been busy elsewhere. Apparently, the stock take found nothing. They asked me to provide proof of postage or they couldn't provide a refund. So I did. I then followed up, to be told I needed to contact Royal Mail to find out if they had it; as it may have had batteries in it. So either Infraredheatersdirect sends items out with batteries installed, or (and I am beginning to think this is the case) they just don't like giving refunds. I say this because I didn't open the package, and didn't install batteries. I just realised I'd be better off using a digital spur timer (bought on Amazon works a treat), so just affixed a returns confirmation label, postage, and a note to apologise for the form duplication on the system they don't seem to check, over the top of the original documents wallet. My feeling is that they will find any reason not to give a refund or try and bore you to death so you just give up trying to get a refund.So; buyer beware.Update:Hi Graeme,Because the items have never be received back to us, we cannot process a refund for the unit. I do appreciate that you have used the return form online, and that no one did come back to you.We would always recommend giving us a call to check the details before sending back. We would always recommend sending anything back recorded or tracked, so that it can be traced if the unit does not arrive.At this moment, we cannot offer a refund.Thanks++++++++++++None of the response above is indicated or advised on their website.

Date of experience: Mar 01, 2019